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?
I bought a Lenovo Yoga Smart Tab online at the Currys website on 06 February, 2021 using my credit card. https://www.currys.co.uk/gbuk/computing/tablets-and-ereaders/tablets/lenovo-yoga-smart-tab-10-1-tablet-64-gb-black-10200137-pdt.html
It comes pre-installed with Android 9 (No longer supported/updated so effectively obsolete – I found this out today). It’s a massive security risk to use this device as it is using an out of date security patch (05 August, 2020) which can’t be updated as Android 9 is no longer supported. They are as good as selling out of date machines which pose a massive security risk.
What are my rights. Their website states items that have been opened can’t be returned. Have I bought a £249 paperweight? Or do I have legal options. Thank you.
Hi,
I bought a Sony Bravia tv for my elderly father on 27th November 2020. This was a Christmas present for him, so we didn’t give it to him until Christmas Day.
On 11th February it wouldn’t turn on. we’ve spoken to Sony and tried everything they suggested, but its not working.
Currys want £95 to look at it or to call Sony for the warranty.
I don’t want to send it off for repair because my father could be waiting months. I just want a refund, to be able to buy from another retailer.
Shall I email currys to refuse the repair and put through the small claims or shall I ask for a charge back on my credit card?
Many thanks
Hi ,
I ordered a 14 inch ho chrome book from curry’s, this cost £500 and paid for express delivery on the 21/01/2021
They sent the smaller much cheaper version out to me, I then explained on the online chat that they had sent the wrong one. They sent Dpd out a couple of days later to collect.
I have heard nothing from them since I have struggled to get through to the number it get answers from the online chat, when I finally managed to speak to someone they said it is a two week turn around and wait until the 10th feb!
Tried calling again today to not be able to get through.
This was a laptop for my daughters home schooling and I can’t afford to buy a new one.
What would you suggest?
Thanks
Michelle
I had a cooker delivered beginning of December, it was faulty. Could not speak to anyone on phone, finally after a week was sent a BEKO engineer to investigate, he told me what I already knew, Cooker faulty ! So I was then left with no cooker over Christmas as couldn’t get to speak to anyone at curry’s to arrange return. All communication was then done on Twitter, promised a replacement twice that never turned up. They then ignored ALL further DMs. Repeatedly phoned and finally spoke to someone that booked a collection (ordered another cooker from AO in the end) curry’s turned up a week later with NO electrician so couldn’t take cooker, rebooked collection for after my new cooker installed and now waiting for a refund. Nearly 2 months with no cooker, they do not care, not one bit. This doesn’t even cover 10% of the communication I’ve had with them. I can honestly say I will never shop at curry’s again and will pay extra for a a more reputable company that actually cares about their customers. I have also raised a dispute with my bank.
OMG. I purchased a fitbit from Curry. 1 Year later it broke, contacted Currys. spent days on the telephone or typing online. Went through all the , ‘ not our problem’ and ‘ its out of warranty ‘ and ‘ contact the manufacturers direct’. Anyhow, after 4 days l managed to get someone to agree that Currys needed to collect item and refund the goods. On the 7th jan they collected the Fitbit. 14 days later l phone about refund. Currys blagged off saying mistake had been made and that l would get it but next week. Following week same thing. following week same thing. Long story short, it is now 7th feb and have no refund AND they sill have the Fitbit. The refund has been cleared and yet no refund is forthcoming !!!!
I bought a led tv from currys 26 months ago, the backlight started playing up with strange vertical shadows on the screen, (known as dirty screen effect), i paid currys knowhow team £90 to collect it repair and return it, 10 days later they returned it with the screen broken ! It had what looked like a proper whack in the top center of the screen, we rang them and they recollected it to repair the screen, now the text update says awaiting parts. so its nearly a month since the tv was first collected, not sure i even want it back !!
Hi there, hope your well.
I bought a MacBook from curry’s which I received yesterday. I set the MacBook up almost instantly to start using and as I did I realised that the battery performance wasn’t as well as I had expected and the performance didn’t live up to what it had advertised. I then contacted curry’s who have sent dpd to come collect my product tomorrow- I’m hoping I will get a refund however like usual they may claim there is no fault to the product and send it back- what are my rights relating this and how do i approach this situation?
Hi there, hope your well and just like to start off by saying thanks. I ordered a MacBook Pro from curry’s online, and the moment I received it i set it up to start using right away. Within a couple of hours of using I noticed the battery draining extremely fast, the caps lock key occasionally requires to be pressed a few times to get it to start working, and overall just completely dissatisfied with the product- it clearly doesn’t live up to what was advertised by curry’s on their website. I then rang curry’s the exact day i received the MacBook and they asked me to do a reset to the laptop which seems to make the MacBook run smoothly at the moment. The issue I have with this is I was required to do a reset within the First few hours or purchasing the MacBook When I shouldn’t even need to do that within a year of purchasing it. After all, the whole reason of purchasing a laptop worth over a grand is to ensure it works as efficiently and smoothly as possible. I’m currently typing this message in a cry for help, I haven’t even had the laptop for 24 hours and I’m dissatisfied and want a full refund however according to the curry’s website they can’t offer me a refund as I have started using the product- Who is the best person to get in touch with and what shall I do?
Hi, I just want to thank Mr. Grumpy old Git for encouraging me to continue to battle with Currys. I’d been trying to get a refund for a returned product since early December and had the usual queues, fob-offs and blatant lies. Without recourse to a proper complaints procedure I felt completely helpless. Last week however, I sent emails to Currys’ executives giving them 48 hours to respond or I was taking them to court. I copied in Watchdog. The following morning there was a message on my phone from Currys chief executive office saying the refund had been processed. The woman said ‘I am popping an email through to you in a moment to see if we can get something sorted as a gesture of goodwill, then we’ll have a chat’.
Guess what – true to Currys’ form, she neither sent the email nor phoned back.
I have now received the refund but it took all my energy, I wonder about the many other people who are still waiting. Currys’ behaviour is morally wrong, if not downright criminaI, and I cannot believe they are allowed to continue trading without being held to account.
Hi, I brought a LG 55ich tv from curry’s 17 months ago. Just before Christmas the screen went blue. I took it back to the store on the 23rd of December they charged me £95 pounds to have the tv looked at in the repairs department my tv did not get collected From the store until the 30th of December and didn’t get looked at until the 5th of January. They had then been waiting on a matrix part of two weeks now they have decided the tv can not be repaired. We paid £460 In the sale and they have offered us £240 pounds what can we do? As we can’t even buy a new tv with that.
Many Thanks
I bought a fridge freezer today which we desperately need, ours is broken and we need (and were expecting) next day delivery. They didn’t tell me it was out of stock until the thank you page of the transaction – after they took my money. I have proof of this since each page of the transaction was open in a new tab and I have taken screenshots. Like others I have been treated with indifference by customer service and given conflicting information, which confirms they are fobbing me off. I don’t know if I should give them some time to deliver, or take action now to try and get my money back. From what I have read on Twitter it is unbelievable they are allowed to continue operating like this.
Hiya,
I stumbled onto your blog while trying to find some idea of what avenues are left for getting curry’s to stop fobbing me off.
I ‘almost’ purchased a hi-fi system from their website using a gift card. However, at the final stage of the process the website hung and the transaction was aborted.
To my suprise though, the money is gone from the gift card and has not been placed back onto it. I have tried calling them only to be fobbed off saying it will be back in 72 hours. A week later, nothing, call again spending ages on hold to say ‘there is a note on your claim saying it will be refunded in 14 days. This was 3 weeks ago and I can’t face calling them again to get hit with another’ reason’ as to why I would have to keep waiting for the money they have essentially stolen from me. I’m sure you could believe my dismay at seeing the very line they gave me mentioned above. I guess in short I’m wondering if you know how my rights may be affected due to it being a gift card and not a debit/credit card and if you have any idea of the process I should follow.
Absolutely shocking customer service and even if I get the money back on the card, I’m stuck with them and having to give them my business!
Hi,
I bought a Dell computer expecting it to be powerful enough to process my day to day work life. I use my computer to 3D model and render on softwares such as sketchup, 3ds max, vrays etc. Upon using the system I found out the CPU and graphics card just did not suffice for this work and I needed a more powerful computer. I am in a predicament as Currys claim you are eligible for a refund if you ‘turned on the pc’. It has been less than 2 weeks of purchase. What should I do?
Hiya, I wonder if you can help me. I bought Sony USP X800 UHD Blu Ray player and it freezes but much worse a few months after one year warranty ran out. Rang PC world in hold for an hour then guy finished his shift so did nothing then put me back to beginning re-held 45 mins then re explained lady raised a note to out of warranty team next day. I waited 24 hours as they suggested not heard anything. So on webchat then an advisor said be 15-21 working days! I said why so long explained whole thing again gave case number explicitly out of warranty he explicitly wrote several times be OK to return to store give Web chat ref number rang Rotherham Parkgate store they refused point blank, Christmas rang them they then said to him say No that the advisor should not have given that approval, so on hold an hour again to speak to Customer services as web chat refused to even speak to me again then he put me on hold another 45 minutes waiting for the Out of warranty team for them to say No you need to wait until next Wednesday another 4 days. I’ve wasted so much money on calls can they do this? I also had same thing with Sony manufacturer took them 3 days to get Fadi the customer service advisor to say it’s out of 1 year warranty and technical faults develop. The machine stops playing discs and USB when it freezes cost £240 that’s dreadful value for money. Due to 3 lock downs not had a chance to return earlier. This model is notoriously faulty exact fault I’ve encountered mentioned on Amazon 20 times with 63 out of 428 reviews as faulty,same as YouTube and Sony own community thread stating some are “duds”. Both Currys and Amazon no longer sell this model but one below and above still being sold. I’m shocked both PC World and especially Sony (If I’d even got a repair all I’d have been allowed after 30 days the transport/postage of repair and collection at my expense. Utterly dismal Customer service and product appalling. I don’t know if there’s anything I can do about it.
Bought a £600 laptop, 2in1 dell, after a few months the hinge started breaking. Unfortunately this followed by the screen cracking. Seems to be a problem spoken about in forums.
The problem is my warranty expired right at the beginning of lockdown hence couldn’t return it.
About 6 weeks ago I finally managed to get it back in store however they claim that they only extended the return period for 6 weeks from end of first lockdown.
They want me to pay £60 just to take a look at it and then they will decide if they are willing to repair it
How to proceed a is now about 16 months since purchase date.
Jack
Hi I bought a tv for my daughter at the end of November for christmas which unfortunately I didnt open until january when we were going to set it up. When I took it out of the box the screen was smashed. Currys have taken it back to look at but said its unrepairable and will return it to me without replacement. Apparently I can appeal but just wondered where i stand with this?
Thankyou
Currys PC World really have gone back to the 1980s in terms of customer service. It’s impossible to speak with them, communicate by email or letters…they ignore everything.
I’ve been chasing a refund of £948 for a MacBook air I returned in Nov last year which I owned for all of 9 days!!!! No responses….zero…nil…not a squeak from them. 14day distance selling rules mean nothing to this company.
I’ve sent the letter before claim (LBC) and am about to start my court claim next week when the 14 day waiting period I gave them ends….thanks for the reminder that it’s their registered company name that should be used. I’ve been through the claims process many years ago so have some familiarity…last time round I remember the magistrate being rather unamused with the retailer for wasting everyones time!
I had an issue with Amazon this week with one of their sellers….refund was granted in 30 seconds! I cannot see how retailers like Currys can survive in the modern world.
Really wish I had used my credit card!…but you just don’t expect this sort of service from such a well know name in the industry.
Hi, wondering if you could give me some advice please? Back in 2017 I bought a Samsung Blu-Ray player / PVR box from Currys. I also took out a 5 year care plan with it. It has now been back to the repair centre 5 times! According to the T&C’s of the care plan after 3 attempts at repair, they will write it off & give you a voucher to replace it. However, since asking for the item to be written off as per the T&C’s they suddenly cannot confirm any faults with it! Except to say this time round that although they cannot confirm a fault, they replaced the DVD mechanism as a “show of goodwill”. I am so tired of calling them, each time taking 1 – 1/12 hours on the phone through different dept’s. It currently has a fault with the tuner, in that when in standby mode the TV becomes unwatchable (picture & sound freezes), take it out of the loop & everything is fine. Apparently it works for them though. Now, it has stopped playing Blu-Ray discs hence the current return. Again, they cannot find a fault (but replaced the mechanism anyway?? really?) I am hoping you might be able to give some advice. I don’t want to let them get away with this but have really had enough! Thanks, Anthony
Hi, wondering if you can lend some expertise regarding major delays and total lack of communication with my laptop repair. Under the Curry’s care package it should be back within 7 days. Currently on day 16 and I had to get the repair re-routed to Birmingham where I am moving for University (isolating and swabbing of course!). Curry’s failed to inform me that within a few hours of us agreeing it would be returned to Birmingham, they had actually re-routed it to my home town in Wales and didn’t inform me of this change in location. Every day I call and every day there’s a different date to when my laptop will be delivered (the repair was complete on the 21st December so has been sitting there ready for dispatch for 9 days now). I had to pay a fee for the replaced battery and I was originally told this would be refunded because the repair has taken so long, today I was told I had been misinformed about this and am not entitled to this refund. I don’t know how I can sit my online exams without my laptop, I have no alternative and I’ve been told I can’t borrow/lease one from them until my repair is delivered. Feeling unsure on my rights here and wondered if you can advise at all. Best wishes.
Hi I bought a Fitbit inspire HR on June 23rd 2020, over Christmas while at night while asleep a piece of the watches body came away releasing the strap and now it can’t be reconnected, called into curry’s and the assistant said it shouldn’t be worn at night and it’s accidental damage so not covered by any warranty, I informed him it’s a tracker that tracks sleep patterns also and all he said was it’s it their problem. Any advice?