I see the same complaints with Currys PC World every day and the staff are clearly trained to deliver the same fob offs, lies and excuses to customers, so this blog explains your consumer rights.
The Consumer Contracts Regulations 2013 gives you a 14 day cooling off period to reject any goods ordered online that do not meet the Consumer Rights Act 2015. No ifs or buts – that is enshrined in your consumer rights. You are entitled to a full refund or a replacement.
Contact your bank / credit card provider and raise a chargeback if you are struggling to get a refund (explained more in ‘Options’ at the bottom of this blog).
Contact details for the CEO Resolution Team and Directors are at the bottom of this blog.
Report your complaint to the Retail Alternative Dispute Resolution (Retail ADR) who will investigate your case.
If you have paid extra for next day delivery and it has not been met, you are entitled to a refund for the amount paid as it has not been fulfilled. That is covered in the Consumer Rights Act 2015. Don’t let Currys PC World keep the money – they rarely meet any delivery dates and promises.
You are always entitled to a full refund / repair / replacement if an item is faulty, unless the fault is pointed out to you when you bought it. The Consumer Rights Act 2015 gives you 6 years cover in England and Wales and 5 years in Scotland.
You are also entitled to a full refund by the same method of payment. You are not obliged to accept a gift card voucher.
If you have bought a gift card through your employer’s scheme and are stuck with a faulty item, simply ask your employer to reverse the payment. Your contract is with your employer through their scheme, so it is usually fairly easy to remedy.
You do not need to pay £60 for a repair if the fault is proven by an independent report / proof that it is a common fault in the public domain. Your contract is with Currys – they need to resolve it, not the manufacturer.
A Manager will never return your call. This is the most popular fob off used by the staff on the phones, who are working from home.
I cover Dyson battery problems separately, which is another common problem that brings its own fob offs.
CONTENTS
YOU NEED TO CONTACT THE COURIER FIRM
YOU NEED TO RETURN THE FAULTY GOODS BY COURIER
YOU NEED TO SPEAK TO THE MANUFACTURER
YOU NEED TO SPEAK TO THE FINANCE COMPANY CURRYS PC WORLD SET YOU UP WITH TO BUY A FAULTY PRODUCT
THE WARRANTY DOES NOT COVER THIS FAULT
YOU DID NOT TAKE OUT A CARE PLAN – THERE IS NOTHING WE CAN DO
WE CANNOT GIVE A REFUND AS THE PRODUCT IS OUT OF WARRANTY
IF THE ITEM IS OUT OF WARRANTY, THEN WE WOULD NOT BE ABLE TO OFFER A FREE OF CHARGE REPAIR
YOU DO NOT HAVE A RECEIPT SO WE CANNOT GIVE A REFUND
IT WAS BOUGHT IN A SALE – WE DO NOT ACCEPT RETURNS ON THAT BASIS
YOU / WE WILL HAVE TO RETURN IT TO THE MANUFACTURER
WE CANNOT GIVE A REFUND AS IT IS COMPANY POLICY – YOU CAN ONLY HAVE AN E-CARD OR VOUCHER
IT TAKES 14 DAYS TO REFUND YOUR ACCOUNT
YOUR PAYMENT IS ON ITS WAY AND WILL BE IN A HOLDING ACCOUNT – YOU NEED TO CONTACT YOUR BANK
WE NEED TO DO AN INVESTIGATION FOR A DELIVERY YOU HAVE NOT RECEIVED BEFORE WE CAN ISSUE A REFUND
WE NEED TO CHARGE AN ADMIN FEE TO PROCESS A REFUND FOR GOODS THAT HAVE NOT ARRIVED
WE ARE UNABLE TO REPLY TO YOUR DM (DIRECT MESSAGE) DUE TO TWITTER’S POLICY
I BOUGHT A LAPTOP IN STORE FOR £500 AND I WAS GIVEN A £300 ONE – NOTHING CAN BE DONE ABOUT IT
CORONAVIRUS MEANS THAT WE ARE EXPERIENCING DELAYS
YOU NEED TO CONTACT THE COURIER FIRM
This fob off is trotted out when a delivery has gone missing, is late or has simply not turned up.
I have spoken about online shopping and failed deliveries as I see this problem all the time.
The contract you have entered in to is with Currys PC World and not the courier firm. It is up to Currys PC World to resolve this under the Consumer Rights Act 2015.
YOU NEED TO RETURN THE FAULTY GOODS BY COURIER
This is just a spin-off from the above fob off.
Your contract is with Currys PC World – it is their responsibility to resolve matters under the Consumer Rights Act 2015.
YOU NEED TO SPEAK TO THE MANUFACTURER
This is a catch all fob off that is used for all appliances that have been sold by Currys PC World. Staff often use this in their shops for Apple products and I have seen it used for fridges, TVs, washing machines and other appliances.
Your contract is with Currys PC World as the retailer – not the manufacturer. It is up to Currys PC World to resolve this under the Consumer Rights Act 2015.
YOU NEED TO SPEAK TO THE FINANCE COMPANY CURRYS PC WORLD SET YOU UP WITH TO BUY A FAULTY PRODUCT
Wrong – your contract remains with Currys PC World as the retailer. It is their responsibility to resolve your complaint in line with the Consumer Rights Act 2015.
However, the finance company is also liable under S75 of the Consumer Credit Act 1974 if the item cost more than £100.
You can therefore raise a claim and seek a refund. The finance company will investigate your claim and honour it if it is proved.
YOU OUGHT TO BUY AN ADDITIONAL WARRANTY AS THE WASHING MACHINE WILL NOT LAST PAST THE ORIGINAL GUARANTEE PERIOD – YOU WILL HAVE NO COMEBACK UNDER THE CONSUMER RIGHTS ACT 2015
Simply another lie and an unscrupulous commission based sales tactic.
Pushing worthless warranties when the Consumer Rights Act 2015 gives you better cover for free for up to 6 years in England and Wales and 5 years in Scotland is simply unacceptable. Furthermore, saying that you will have no comeback under the Consumer Rights Act 2015 is illegal and mis-selling.
You do not need any warranty whatsoever.
THE WARRANTY DOES NOT COVER THIS FAULT
Yet another popular fob off and blatant lie. The Consumer Rights Act 2015 gives you free cover for up to 6 years in England and Wales and 5 years in Scotland.
Goods need to be:
- Fit for purpose
- As described
- Satisfactory quality
- Last a reasonable length of time
The warranty is irrelevant.
YOU DID NOT TAKE OUT A CARE PLAN – THERE IS NOTHING WE CAN DO
You do not need to take out a warranty or a care plan – these are simply commission-based sales for staff.
The Consumer Rights Act 2015 gives you free cover for up to 6 years in England and Wales and 5 years in Scotland.
Goods need to be:
- Fit for purpose
- As described
- Satisfactory quality
- Last a reasonable length of time
You are entitled to a repair, refund or a replacement if the goods you have bought do not meet the Consumer Rights Act 2015.
WE CANNOT GIVE A REFUND AS THE PRODUCT IS OUT OF WARRANTY
You do not need to rely on a warranty as the Consumer Rights Act 2015 and your consumer rights override it.
You are entitled to a refund within the first 30 days from the date of purchase.
If you discover any faults within 6 months of ownership, the presumption is that the fault was there from the outset unless the retailer can prove otherwise. This is where you apply the reverse burden of proof.
The onus is on Currys PC World to prove that the fault was not there at the time you purchased the product.
You need to give Currys PC World one opportunity to remedy the faults and if this fails, you have the right to reject the goods and demand a full refund without deductions.
If 6 months has elapsed, the onus is on you to evidence that the fault was there at the time of purchase. This can be evidenced by an expert opinion or evidence that this is a common fault with this product.
IF THE ITEM IS OUT OF WARRANTY, THEN WE WOULD NOT BE ABLE TO OFFER A FREE OF CHARGE REPAIR
Your contract is with Currys PC World and it is their responsibility to either offer a repair or replacement under the Consumer Rights Act 2015.
Your consumer rights override any warranty. The Consumer Rights Act 2015 gives you up to 6 years free cover in England and Wales and 5 years in Scotland.
WE CAN ONLY OFFER A FREE REPAIR IF A LAPTOP / PRODUCT IS FAULTY OVER 30 DAYS – 12 MONTHS WITHIN WARRANTY
A popular fob off and another lie. The Consumer Rights Act 2015 states that once 30 days has elapsed, you need to give Currys one opportunity to repair it. Your contract is with Currys and not the manufacturer.
You are entitled to a refund / replacement within 6 months if that fails as it is considered that the item was faulty since inception. This is called the reverse burden of proof as Currys PC World needs to prove otherwise.
You will need to provide proof once 6 months has elapsed. This can be done either by an independent report or proof that this is a common fault that has been widely covered in the public domain.
MY TV DEVELOPED A FAULT – INDEPENDENT REPORT CONFIRMS IT WAS A MANUFACTURING FAULT. CURRYS STILL WANT £95 TO ‘LOOK AT IT’
Your contract is with Currys so it is up to them to resolve it under the Consumer Rights Act 2015.
Fault is proven – you are entitled to a straightforward refund / replacement as the fault was there since inception.
Just reject it in writing under the Consumer Rights Act 2015 and go straight to Legal Services with a pre-action protocol letter putting Currys on 7 days notice before Small Claims without further recourse (explained at the bottom of this blog).
I HAVE SPOKEN TO THE OUT OF WARRANTY REPAIR TEAM. THEY SAID THAT I NEED TO SEND THE TV OFF TO BE INSPECTED AND ASSESSED EVEN THOUGH I HAD AN INDEPENDENT REPORT DONE AT MY EXPENSE AS REQUESTED BY CURRYS – IF IT CANNOT BE REPAIRED, WE WILL BE OFFERED A DEPRECIATED VALUE
This is wrong and illegal.
The Consumer Rights Act 2015 states that once 6 months has elapsed, you need to prove that the fault existed if it is not evidenced in the public domain.
You have proved that the TV is faulty, therefore you are entitled to a refund / replacement. A reasonable deduction can be made for the time and use you have had from the TV, although that is subjective.
YOU DO NOT HAVE A RECEIPT SO WE CANNOT GIVE A REFUND
Proof of purchase is all that is required – a bank or credit card statement will suffice.
A bank statement will match up with the price at the time on their systems and the item you have bought.
Proof of purchase is all that is required with the item you have in your possession. I would insist that they check their systems if Currys PC World say that it doesn’t prove you bought that item. Everything can be traced nowadays with digital footprints and technology.
You might have bought 3 items at the same time, so the amount on your statement might not match the faulty item’s price.
All items need to match the Consumer Rights Act 2015, so if 1 out of 3 items is faulty and you have proof of purchase – Currys PC World is responsible.
Your contract is with Currys PC World – it is their problem to resolve it under the Consumer Rights Act 2015, not yours.
YOU CAUSED THE FAULT
The Consumer Rights Act 2015 states that if an item develops a fault within the first 6 months, it is considered that the product had a fault since inception and at the time of purchase.
You are therefore entitled to a full refund, repair or replacement.
This is known as the reverse burden of proof – it is up to Currys PC World to prove otherwise.
If a product has inherent faults since inception and you can find that this is a common problem, you do not need an independent report as it is evidenced in the public domain.
If 6 months has elapsed, it is up to you to prove otherwise. This can be done by an independent report.
IT WAS BOUGHT IN A SALE – WE DO NOT ACCEPT RETURNS ON THAT BASIS
Wrong – your consumer rights remain the same under the Consumer Rights Act 2015 unless the faults were pointed out at the time of purchase.
YOU / WE WILL HAVE TO RETURN IT TO THE MANUFACTURER
This is one of the most popular fob offs and lies used by Currys PC World.
Your contract is with Currys PC World – not the manufacturer. It is therefore up to Currys PC World to resolve the problem under the Consumer Rights Act 2015.
You are entitled to a repair, refund or a replacement.
WE HAVE TO ALLOW THE MANUFACTURER TO CONFIRM THE FAULT BEFORE ANYTHING CAN BE DONE – ONCE THE FAULT HAS BEEN CONFIRMED, THEN WE CAN LOOK IN TO A RESOLUTION FOR YOU
This is another popular fob off and lie. The contract is with Currys PC World and not the manufacturer under the Consumer Rights Act 2015.
Currys PC World staff use this when appliances that were faulty since inception have passed the 30 day threshold due to delays in staff responding and dealing with the complaint.
Appliances can be rejected within 30 days if they were faulty from the outset. This means that the appliance never met the Consumer Rights Act 2015.
You are entitled to a repair, refund or a replacement.
Currys PC World are militant on this and refuse to budge on it, citing incorrect interpretations of the Consumer Rights Act 2015.
I suggest that you reject it in writing under the Consumer Rights Act 2015 by recorded delivery, arrange for it to be collected and take Currys PC World to the Small Claims Court to resolve it under the circumstances.
YOUR TV IS STILL FAULTY – IF THERE IS AN ISSUE WITH THE TV, WE WILL NEED TO BOOK IT BACK IN TO THE REPAIR CENTRE
This is a popular fob off and a blatant lie.
Your contract is with Currys PC World and not the manufacturer under the Consumer Rights Act 2015.
You are entitled to a refund within the first 30 days from the date of purchase.
If you discover any faults within 6 months of ownership, the presumption is that the fault was there from the outset unless the retailer can prove otherwise. This is where you apply the reverse burden of proof.
The onus is on Currys PC World to prove that the fault was not there at the time you purchased the product.
You need to give Currys PC World one opportunity to remedy the faults and if this fails, you have the right to reject the goods and demand a full refund without deductions.
If 6 months has elapsed, the onus is on you to evidence that the fault was there at the time of purchase. This can be evidenced by an expert opinion or evidence that this is a common fault with this product.
Currys PC World are militant on this and refuse to budge on it, citing incorrect interpretations of the Consumer Rights Act 2015.
I suggest that you reject it in writing under the Consumer Rights Act 2015 by recorded delivery, arrange for it to be collected and take Currys PC World to the Small Claims Court to resolve it under the circumstances.
IF THE PRODUCT IS NOT CURRYS PC WORLD OWN BRAND, YOU NEED TO CALL THE MANUFACTURER TO ARRANGE AN ENGINEER VISIT
This is another popular fob off and lie that Currys PC World use to pass the buck.
The contract is with Currys PC World and not the manufacturer under the Consumer Rights Act 2015.
Currys PC World staff use this when appliances that were faulty since inception have passed the 30 day threshold due to delays in staff responding and dealing with the complaint.
Appliances can be rejected within 30 days if they were faulty from the outset. This means that the appliance never met the Consumer Rights Act 2015.
You are entitled to a repair, refund or a replacement.
Currys PC World are militant on this and refuse to budge on it, citing incorrect interpretations of the Consumer Rights Act 2015.
I suggest that you reject it in writing under the Consumer Rights Act 2015 by recorded delivery, arrange for it to be collected and take Currys PC World to the Small Claims Court to resolve it under the circumstances.
WE CANNOT GIVE A REFUND AS IT IS COMPANY POLICY – YOU CAN ONLY HAVE AN E-CARD OR VOUCHER
Another blatant lie and popular fob off. The Consumer Rights Act 2015 overrides any store policies.
Appliances can be rejected within 30 days if they were faulty from the outset. This means that the appliance never met the Consumer Rights Act 2015.
The Consumer Rights Act 2015 states that if an item develops a fault within the first 6 months, it is considered that the product had a fault since inception and at the time of purchase.
You are therefore entitled to a full refund, repair or replacement.
This is known as the reverse burden of proof – it is up to Currys PC World to prove otherwise.
If a product has inherent faults since inception and you can find that this is a common problem, you do not need an independent report as it is evidenced in the public domain.
If 6 months has elapsed, it is up to you to prove otherwise. This can be done by an independent report.
IT TAKES 14 DAYS TO REFUND YOUR ACCOUNT
A refund to a cardholder is instantaneous, although with some bank accounts it may take one working day to show up in your account.
It may take up to 5 days to show up on your credit card account.
This is a delay tactic used by Currys PC World because at the end of the 14 days, they will continue to hold the refund unless the customer starts to demand it. This enables Currys PC World to claim that the customer is outside the 14 day online cancellation right under the Consumer Contract Regulations 2013.
Currys PC World also unlawfully detains refunds for long periods as a small percentage of customers will either simply give up, accept credit notes or vouchers or in some cases a customer will forget / become ill / die / move abroad etc.
YOUR PAYMENT IS ON ITS WAY AND WILL BE IN A HOLDING ACCOUNT – YOU NEED TO CONTACT YOUR BANK
This is a spin-off from the above fob off and another lie.
Currys PC World may say that if you require these funds asap, you need to speak to your bank and the funds will be returned automatically within 3 days.
Banks do not have a holding account for payments and cannot expedite a payment made by a third party.
Transfers electronically made do not take days to be processed – they are not cheques.
WE NEED TO DO AN INVESTIGATION FOR A DELIVERY YOU HAVE NOT RECEIVED BEFORE WE CAN ISSUE A REFUND
Wrong and another popular fob off. it is the responsibility of Currys PC World to ensure that you receive the goods you have ordered.
It is also the responsibility of Currys PC World to resolve the dispute between them and the courier firm.
You are entitled to a full refund as the contract has not been fulfilled.
Make your problem theirs by saying just that and refer to the Consumer Rights Act 2015.
WE NEED TO CHARGE AN ADMIN FEE TO PROCESS A REFUND FOR GOODS THAT HAVE NOT ARRIVED
This is just another rip-off and fob off that is illegal and not applicable.
If you have not received the goods within 30 days (or date agreed), you are due a full refund – not a refund minus an admin fee.
This is enshrined in consumer law under the Consumer Rights Act 2015.
YOUR PURCHASE DOES NOT QUALIFY FOR THE CHANCE TO WIN YOUR MONEY BACK AS YOU LIVE IN NORTHERN IRELAND – ONLY PURCHASES MADE IN GREAT BRITAIN QUALIFY
This is just ridiculous! Currys advertise the promotion in Northern Ireland which is part of the United Kingdom.
This exclusion is not even mentioned in their Terms and Conditions for the promotion. That in itself is false advertising, misleading and simply illegal.
The ‘excludes NI’ is only mentioned once you log on to register your receipt after you have made the purchase.
It could be argued that this incentive has enticed you to make a decision that you may have otherwise not made.
It is a clear breach of the Consumer Rights Act 2015, Misrepresentation Act 1967 and Consumer Protection from Unfair Trading Regulations 2008.
WE ARE UNABLE TO REPLY TO YOUR DM (DIRECT MESSAGE) DUE TO TWITTER’S POLICY
Twitter does not have a policy to explain this and the response I got when asked was;
“We operate differently from a personal account. There is no reason for us to post a response on public when the customer has contacted us directly, unless it’s to direct them to the channel that allows us to post a response as is the case in this instance”.
That was simply gobbledegook to me. I asked the question again and a follower kindly elaborated in English which made more sense;
“They use third party software to access their commercial Twitter, and it’s integration blocks it from responding to DMs that have been sent outside certain parameters. It’s fairly common in retail customer service. If you DM via the specific link they have sent you, they can reply”.
I BOUGHT A LAPTOP IN STORE FOR £500 AND I WAS GIVEN A £300 ONE – NOTHING CAN BE DONE ABOUT IT
Wrong and yet another lie.
Currys PC World have simply sold the wrong product, therefore no investigation is needed – you are entitled to a straightforward refund or replacement.
The Consumer Rights Act 2015 states that goods should be ‘as described’ – clearly not the case here.
CORONAVIRUS MEANS THAT WE ARE EXPERIENCING DELAYS
Coronavirus is the default and new catch all excuse for everything including piss poor customer service everywhere. Currys PC World are not alone in using this.
It is wearing thin with me and everyone else now. I spoke about this with Lady Janey as firms have had plenty of time to adapt. I won’t wear it now and neither should you.
Currys have deliberately made it more difficult for customers to contact them by removing phone numbers, turning off email addresses and deploying bots on Twitter.
OPTIONS
You have 30 days to automatically reject faulty goods under the Consumer Rights Act 2015. Once that has elapsed, you have to give Currys PC World one opportunity to repair, refund or replace the goods.
Other out of pocket expenses can be claimed for as well.
If you have paid by credit card, the credit card provider is jointly and severally liable under Section 75 of the Consumer Credit Act 1974 if the goods cost more than £100. This will still apply even if you have just paid 1p deposit.
You can pursue a claim down this route if Currys PC World will not give you a full refund, which is referred to as a chargeback. The card provider will raise a ticket to investigate your disputed transaction and reverse it if your claim is proved to be legitimate.
You can also ask your bank to raise a chargeback if you have paid by debit card, although this does not fall under S75 of the Consumer Credit Act 1974.
Another alternative if you are unable to resolve matters is to simply take the retailer to the Small Claims Court as a last resort, although you have to demonstrate that you have followed the complaints process and exhausted all options.
FILE A SMALL CLAIM
If you have hit a brick wall trying to resolve your complaint, you can take your case to the Small Claims Court.
You need to give Currys PC World one final chance to resolve your dispute.
This is known as a pre-action protocol letter.
- Reject the goods in writing under the Consumer Rights Act 2015
- Advise Currys PC World that it is their responsibility to arrange for the goods to be collected
- Give them 7 days notice to refund you otherwise you will file a Small Claim online without further recourse (to you)
- Address the Small Claim to DSG Retail Limited and NOT Currys PC World. It can cost you £100 to get this changed if you get it wrong on your paperwork
Send the pre-action protocol letter by recorded delivery to:
Legal Services
Currys PC World
1 Portal Way
North Acton
London
W3 6RS
CONTACT DETAILS
The Directors can be contacted by email, although in reality it will default to the SCC Customer Solutions Team email address. Copy in BBC Watchdog on your emails – watchdog@bbc.co.uk
mark.allsop@dixonscarphone.com
alexander.baldock@dixonscarphone.com
tim.morris14@dixonscarphone.com – Head of Complaints
SCCCustomerSolutionsTeam@teamknowhow.com – CEO Resolution Team
You may wish to try these telephone numbers:
020 7365 6030 (Gift Card Issues)
0344 561 1234 (Customer Services)
0344 561 0098 – option 2 (Customer Service)
0114 280 6407 (Finance Department)
0113 235 4971
0344 561 6372 (CEO Resolution Team)
0800 587 8787 (Direct Debits)
0344 561 4000 (Care Plan Customers)
0344 561 6378 – option 4 (Big Box Deliveries & request uplift numbers via manufacturers)
0800 023 4701 (Technical Support Return Authorisation (within 30 days)
A few of the Directors are on Twitter, although they do not respond to mentions or requests.
@markamark73 – Mark Allsop – Chief Operating Officer and Chief Digital Officer
@ADixons – Antreas Dixons – Chief Customer Officer and CEO Services
@DanERubel – Dan Rubel – Customer Communications and Brand Director
@Lizzie_Supports – Lizzie W – Central Operations and Retail Change Portfolio Manager
CUSTOMER SERVICE AND LOYALTY
I have spoken about the importance of great customer service on many occasions. In an era where everything is much the same, the one thing that sets a firm apart is customer service.
Currys PC World will be used as an example in years to come as how a firm got so many things wrong.
Training their staff to deliberately tell lies and fob offs is a short-sighted approach. Consumers are becoming increasingly savvy about how to complain on social media, and some of these go viral within minutes on Twitter.
Alice Beer spoke about Currys PC World on This Morning mid-July based on tweets from Consumer Sue.
Consumers are also becoming aware of their consumer rights and how to seek redress. Treating customers unfairly will only last for so long – eventually you end up with no customers at all.
I actually wrote to the top brass at Currys PC World in August 2020 with a proposal in good faith offering to work with them alongside Consumer Sue. We are based in London and Edinburgh and know everything to turn the business around and help them survive, yet I was fobbed off as well.
Their arrogance will be their downfall.
What problems have you had with Currys PC World? Can you add anything to this?
18th December, waited in from 7am – 7pm for TV. No way of contacting them, no online chat, nothing. Website sends you round in circles.
Managed eventually to talk to someone the following day. They denied there was an order to deliver next day and no TV available for three to four days. Cancelled the order completely, they said they would not make a charge as none had not been made at that moment in time.
20th December delivery driver phoned to try to deliver a TV
Since found they have charged for the TV plus delivery.
I bought a TV, it was delivered on 26th Nov and has been stored safely since then, its a Christmas present for my son so I did not unbox until yesterday morning (Christmas day) when i turned it on the whole screen is broke, the glass its self is not damaged but the display looks cracked through the whole screen.
Yesterday would have been 30 days since delivery so only just falling in the 30 day consumer law timeframe however I tried to contact customer services and with them being closed I couldn’t speak to anyone. I used the Webchat to try and speak to someone but only received a automated message instructing me to ring customer services. I have screen shots of webchat explaining TV was damaged when unboxed. Will I still be entitled to a new TV with it being 31 days when it gets reported to customer services?
Please advise, a young girl I work with is a lone parent and therefore alone all Xmas. Her this 2 months old and been collected to check a fault which is the backlight. She was told tv would be back in 7 days. It’s now 10 days so she called and been told if not heard by 9 Jan to ring again. It’s Xmas! Her and her 5 year old have no tv. Any idea what she can do? Thanks
Hi, thank you for this.
I have a question.
I placed an order in store for an item with CASH. The next day I went in to cancel the order and was told I will get a gift card with my refund.
I paid with cash and I want the money back, not a gift card! I’ve looked everywhere for an answer about refunds for cash purchases and I can’t find any guidance.
Please can you advise on the rules for a situation like this.
Good afternoon.
I would like some advice please.
I recently (19th nov) bought a Samsung Galaxy S20+ from currys. I did open and set up the phone to try it out but 1) wasn’t keen on it and 2) had trouble with the usb connection when trying to connect with my car stereo.
I decided that I would seek to return it, but only on trying to return it came across the stipulation that if data/software has been installed then a refund would not be issued and after calling was told this was due to GDPR.
I did point out to them that phone providers will issue full refunds even if the phone has been set-up and also that in order to be able to test the phone it requires setting up and software/data being installed but was told that it’s their policy.
I acknowledge that I may have handled it more than is reasonable in a shop as you wouldn’t be able to install software in a store, however the phone did need to be set up in order to test it, the phone has been returned back to factory settings and didn’t leave a case or the plastic film for the two days I used it for. Therefore I do not believe it was handled more than necessary.
Having looked at the CCR and CRA I called back to state that their store policy is super erred by the previously mentioned regulations and that their policy contradicts the Consumer Regulations Act.
As you cannot properly test the phone without having to install software on it, their policy creates an unfair term which I told the customer service agent over the phone who spoke to her manager and told me to contact their legal department.
I tried other forums but to no avail and now reaching the end of the statutory returns period. I have also lost the returns label now so unsure about what I can do now.
Any advice at all please?
We were supposed to have a dishwasher delivered and fitted, but it never turned up.
When I eventually got to speak to someone I was told the delivery drivers had been at our property at 11:06.
If they were then they were invisible because there’s nothing on our CCTV.
They then tried to tell me that I put the wrong mobile phone number down.
Then when I asked whether we could re-arrange delivery I was the delivery driver cancelled the order (I never received notification of this) and as the product was out of stock it would have to be re-ordered.
I’ve asked for a refund.
delivery and refund problem
The issue that I have experienced was: Order for 2 ring spotlight cameras was placed on 20/11/2020
recieved order confirmation and order dispatch email with royal mail tracking on 22/11/2020
On tracking the above trackingId status update was always item it on its way to royalmail.
However on 29/11/2020 received a email from currys that Item has been returned where returns request was not raised by me.
30/11/2020 – customer care representative mentioned item was returned but don’t know the reason and she said i would get an other email with replacement order confirmation which I got against the same order number
2/12/2020- called the customer care again as there is no update on dispatch, this time the agent says the item is out of stock and she dont know the status of the order if it is with delivery or with whomsoever and said there would be email from currys which I have not received even after waiting for 5 hours after the call
3/12/2020 – called the customer care as there is no uodate from customer care and they are least bothered for customers anxiety and stress the company as such cause and expect to understand the item went out of stock as the item was still available on their site on 27/11/2020
5/12/2020- called customer , they came with a new lie that order has been dispatched after I have asked for a refund but when enquired when do I expect the order their answer is we don’t know and we could not tell and call was disconnected. When tweeted teamhowuk replies to send the details . After sending the details till no update. Curry’s does not care about customers. All they care is how to loot people in these tough times as well
I bought a freezer in September 2020 which was faulty & a engineer from currys reported that it couldn’t be repaired. I was told that I would get a refund in 14-18 days after it was collected. I’ve now been waiting for 6 weeks & can’t get my refund even though I received a email stating that I would be refunded within 5 working days from the 24th of November but still nothing. I paid through PayPal so filed a claim but they have closed the dispute in currys favour as they say that I didn’t provide proof that I received the item. I gave them all the details I had including details of the collection organized by currys for the return. I contacted currys again & they are saying as of today that they’ve processed my refund so I need to open a PayPal dispute. I don’t know what to do next. I’ve asked PayPal to look at my claim again but will have to wait 3 working days to have the request considered. The refund definitely isn’t in my PayPal account as I’ve checked & I told the currys customer service rep this but he said he couldn’t help me further. I’ve phoned so many times and used web chat & still getting nowhere.
Further to my other post my other post my old TV was a Panasonic bought from woolacotts which went wrong just after the five year warranty ran out have I any come back on that
Hi I have just bought a new Samsung tv for 1699 pounds and they sold me a 5 year warranty for another 200 was this needed
Many thanks for this guidance. I placed an online order for a Google Pixel 5 mobile phone on 19th October. The order showed as “on hold” for the coming days. I called them and was advised that it was out of stock and I should cancel the order. I agreed and was told I would receive a gift card refund as I had paid by gift card (I receive a modest discount on gift cards through my employer). I received no refund and have regularly followed up to be told there is a technical issue that my order is not fully cancelled and is stuck, or variations of a this. I used resolver and emailed directly with no response. Having spent endless hours on the phone, now have been blocked by them on social media, where they just seem to not respond I advised of my intention to take them to the small claims court. I had no response and today I have submitted the details along with the £60 fee. There is much to be said about paying with vouchers and how little rights you then have. I am hopeful of a prompt resolution before the end of 2020. Fingers crossed.
Bought a TV that was deliverd in a damaged box. Two days later the same courier company picked it up. We have a receipt. 16 days later still no refund. We have been told it has been lost and currys need to investigate? 5 phone calls a different story each time. Surely this is not legal as it has nothing to do with us ?
We have no TV and no money due to a so called lost TV by a courier company employed by currys.
Any help would be very much appreciated.
Kind regards
Peter
Bought A Panasonic TV in Apr 2016. The screen developed a fault. Curry’s couldn’t replace the screen as not available, and offered me £353. I paid £999 and rejected the offer. They said they use a ‘consumer credit act calculator’. Can they deduct for use I had in the last 4.5 years?
Thanks this is very helpful. I am a new PhD student and so I bought a supposedly new/unused “high performance” laptop (for full price) from Currys PC World in September 2020. In the store, after the purchase had been completed/the payment had gone through and I was about to leave the shop, the sales-person informed me that the laptop was ex-display. He said it so casually that I was taken aback, but didn’t question it at the time. I have had a series of issue with it and have been through many many calls and store visits to try and get a replacement, but each time the process has been delayed (plus lock-down delays) and so now here we are 2 months later and they refuse to replace it, even though it was an illegal sale.
I sent the laptop off for repair under their Care & Repair system, and it came back with a report listing the following faults: faulty fan, faulty power supply and corrupt opperating system. I have also done my own battery check which shows more than 300 charge cycle… all further evidence that this laptop was heavily used and abused when it was on display. I am still having fan and graphics issues. I have opened a complaint case with them, but they say they will respond within 14 days. I have also contacted citizensadvice.org and sent a letter to the store demanding a replacement.
I really don’t understand why this is taking so long/going through such a process when they blatantly sold me a product well outside of the Consumer Rights Act. The upsetting thing is that if they refuse to replace it, I will be forced to buy another laptop myself, using my research grant, as I simply cannot do scientific work on this laptop.
Bought a washing machine, paid to have it installed, yet the morons who installed it kept the transit bolts on. This led to it breaking within a month and I’ve been on the phone with several different people trying and failing to resolve this. Each one promises some new solution, fobbing it off to the next person. I am planning on taking this to SCC shortly.
Bought a TV (£1299) from Currys 8 days ago (click and collect) and never received a confirmation email with an order number or any other info.
Got through to customer services via ‘live chat’ a few days ago who did track down the order but couldn’t give me any more info. Nothing.
I requested the order be cancelled which the operator said they had done.
I refused to leave the chat until I had received a confirmation of cancellation or reference number. Neither of which was forthcoming
The operator left the chat. I had the foresight to photograph the conversation as the requested transcript of the chat never arrived.
Just called my credit card company who informed me that if there was no confirmation of cancellation, there was nothing they could do by way of a chargeback until 30 days had elapsed.
there is no way to get through to anyone at Currys as their email bounces back, the customer support number just puts you through a maze of pre-recorded messages and live chat support has now vanished from their website..
Is there any other recourse other than wait out the 30 days??
Thanks
Hi
Bought an iPad Air on my card Friday – money Was taken and Iv received an order number starting CUR – Iv had no confirmation email or text to follow up that this will be delivered. Yesterday I got through to live chat they said my order would be cancelled and if any refund due it would be sent in 24hrs? How long do I leave it? I bank with Monzo who are pretty good with stuff like this and Iv got screenshots of the live chat
Curry’s PC World van crashed into my car (I’m not a customer) and left. Trying to get action from this company is like pulling teeth. 16 days and many phone calls, Facebook posts, Tweets later – I’m still waiting. My complaint was ‘escalated’ and I was given an insurance company phone number and reference number. But the reference number was wrong! Impossible now to get to the right department at Curry’s. Can’t believe their useless system which won’t let them access the correct information.
Hello, my parents are in their 80s and they bought from Currys in Merton sw19 2 appliances, one Washing machine and a BEKO fridge freezer delivered Weds. 14th March 2020. The Fridge/freezer was switched on and left and it is making a load humming noise when on and can be heard in another room My parents went to
Currys 19th March and was told by a sales person to leave the fridge door for 12hrs. I then went myself and was told that it has nothing to do with them and to contact BEKO. I tried contacting Currys but email bounced back. We were in lock down so it became more difficult. Emailed BEKO but they have never replied. They have a generic email that all emails are in a queue. Contacted Currys and they don’t pick up and never return calls. My parents spent £644.00 with one appliance not working properly. Both Currys and BEKO have no regard for customer service and never reply to calls and emails. All I was told it has nothing to do with Currys you need to go to the manufacturer. This has become very frustrating and I feel we have a fridge freezer that doesn’t work properly. The noise is very annoying. Oncentral Currys take your money thatsafe it. They are useless and staff are fob you off. Onto this day we are now in November and no reply. We had an Electrolux fridge freezer bought in 1990 and only the freezer no longer freezing but fridge perfect. Luckley fitted with 2 compressors. Currys give very poor after sales service and staff too are useless and have no service skills.time wasters.
I work in retail and never fob off customers we do our best to resolve problems.
Thank you for your patience reading this.
Regards
Surendra.
Bought a TV last December, it has a mind of its own, switches itself on and off, goes black changing channels, changes channel in the middle of watching something and get’s stuck on standby. Tried for week and weeks during the first lockdown to speak to customer service and was told repairs were unavailable. Sent a complaint in writing and was ignored got no response, when I did arrange a repair they refused to provide a replacement for the duration of the repair which was 14 days. I then raised a formal complaint and was told that it can take 28 days to receive a reply and then on day 29 was told that my type of complaint is for feedback only and that I don’t have grounds for a complaint as the TV needs to be assessed for repair first. Due to the severe number of faults on the TV for such a long period of time I asked for a refund they have rejected this saying it has to be checked first. Absolute arseholes of the highest order.