Currys
Reviews and Complaints

I recently tried to purchase a washing machine at the worcester store using an e gift card .however during the transaction the computer system at the store crashed and deleted the credit on the gift card before the transaction was completed. this happened on 22nd may and despite many assurances from different members of the sales team who promised that the account would be corrected in maximum 48 hours i am still waiting on 27th may five days later. today at another visit to the store i was told to wait a further 72 hours for the problem to be resolved, at one point the salesman told me to purchase the machine using my own cash and would be given the cash back if and when the problem was sorted out. meanwhile i am still without a washing machine.

On the 30th March I opened a complaint via Resolver as I was struggling to find contact details for direct contact with your company. My complaint was as follows:

I am writing to you to raise an issue about: Online shopping

The issue that I have experienced was: I ordered a cooker for my mum and paid for installation. Recently my mum became aware that she could smell gas and contacted Saltire Gas Facilities who visited and advised my mum that there was a gas leak from the cooker. And it had been fitted with a valve that was split (i have a photograph of this).

It occurred on: 28/03/2022

This meant that I am angry that my mum who is a smoker and regularly lights candles has been not only putting herself in danger but also her neighbours. The man who fitted advised me that the cooker came with some safety device that would cut off the gas if the flame wasn't detected, however this gas was leaking straight from the supply at the wall.

I would at the very least like the installation costs refunded as this was not completed correctly according to the emergency gas man who attended and ensured the cooker was safe. And I would like someone from Currys to come and check that the cooker is now safe.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

I then received a call from Darryl Frost Currys™ Product Investigation Team who advised he would like photographic evidence (which has been sent many times) and that he would investigate and get back to me. I then had a call saying someone would visit my mum which they did and at this point (early March) the gas fitter deemed it to be unsafe and switched off the cooker. I have since sent multiple emails looking for an update to be told on the 2nd of May that my case was closed and dealt with! My mum has now been without a cooker since March. I no longer wish you to rectify this and i want the cooker uplifted and the costs of this and the install fully refunded. I have since sent a further 4 emails with no reply. I do not wish to resort to trading standards or social media; however, I am willing to do so if I do not receive a reply within the next week.

Regards

Katrina

I submitted this via email on 11th May to your customer services address, only to be told today when I chased up a response that it is invalid and your 'webchat' representative could not help me.

Dear Sirs

I wish to raise a complaint and seek a refund as settlement as I feel I'm not being given the level of service and knowledge I would expect from Currys.

I purchased a new laptop about 10 years ago which included Microsoft Office.

Last year my local branch of Curry updated my laptop from Windows 7 to 10, at the time they installed Microsoft 365 personal for what reason I do not know, I add this was at no cost to me.

I visited the branch today because over the last couple of days when using excel it came up with 'unlicensed product' then your product has expired and a number of features would not operate.

I was told that last year the Microsoft 365 installed was only for 12 months. This was not communicated at the time or the reason why it was installed.

I question why was Microsoft 365 installed when I had Microsoft Office already on the laptop when purchased which I believe is compatible with windows 10?

I was told today the only way I can restore full functionality was to purchase another 12 month subscription or by Office Home & Student.

Which I have done at a cost of £59.99. I feel that I am buying things that I should not need to do because I already had them originally.

I was told in store that Microsoft Office was likely not to be compatible with windows 10 which was why Microsoft 365 was installed.

I am not very computer savvy and currently feel I have paid out £59.99 because I do not understand the finer detail which has not been made clear to me by the experts.

I realise that my laptop has some age to it and is likely to be updated to a newer model in the not to distant future, I am now worried that I will have the same issues again.

I await your prompt response

Yours faithfully

Paul

Paul Brooks

[protected]

hello i bought a toshiba ct 8541 and ive never been able to connect to internet the an internet extender less than 15ft away can you send me step by step instructions i couldnt find any other way to email you im old my laptop works fine and telly 3ft from that graftful for help thankyou

caz brown

Mrs MK Seymour

15 Snowdrop Avenue,

WYNYARD

TS22 5RA

5th May 2022

Customer Complaint

Re: Mis-sold a mobile network product & not fit for purpose

Invoice: [protected]

Phone: [protected]

Dear Sir,

I wish to cancel my contract with ID Mobile.

I visited the Hartlepool Curry’s store on 12th April to purchase an additional mobile for my business.

I spoke to a young girl called Holly and told her I was looking for a small Apple phone on an EE network.

I was shown an Apple SE and all the equipment to go with the phone ie:

1. Apple SE Phone

2. Silver Number

3. USB Mains Charger

4. Defence Case

5. Invisible Shield

I was able to take everything away that day except the phone, this needed to be delivered to the store from their warehouse.

When I returned home, I realised that my contract was on ‘ID Mobile’ which I had never heard of, instead of EE as I had requested.

I then replied to a confirmation email I had received that day from Curry’s, that I wished to cancel the contract on ID mobile and return all the products I had purchased.

I visited the Hartlepool store to return the products I had purchased on Sunday 17th April to find the store closed (Easter Sunday)

On the 26th April I visited the Hartlepool store again to return the items and spoke to Raj (The Store Manager), who told me it was not possible to return the products or cancel the contract as the computer didn’t allow him to do so as I was over my 14 days (now 15days)!

He explained I was given 14 days to test the equipment, to which I explained I was unable to do this as the phone I had purchased was still in their storeroom and I had already sent an email to cancel the contract.

I explained I had been put on the wrong network, as EE network is the only network that works well in the area (Wynyard).

He replied he doesn’t accept emails and I needed to return to the store, it wasn’t his problem that I had no network service as there was nothing wrong with the equipment (that is still fully boxed and unopened).

He went to the storeroom to collect the delivered phone and said I had to take it.

He gave me a contact number for Customer Services [protected]) which I rang whilst in the store and spoke to a gentleman called Richard, who said I had 14 days to return the phone from picking it up. I asked Richard to speak to the manager of the store and explain this and still Raj said “no he would not accept it being cancelled or returned”.

Richard then said he would elevate the complaint and email the ‘Returns Team’ to look in to this matter and it could take up to 48hours to do so (still awaiting a response)!

Richard also recommended that in the meantime I contact ID Mobile directly [protected]) which I did and spoke to a lady called Sylvia. She said I was still within my 14 days and I should return to the store to cancel. I explained I had already driven to Hartlepool and been in the store for well over an hour trying to sort it out and I didn’t live in the town, time was getting on and I was unable to repeat the exercise again today. She then gave me a number to contact to cancel the contract.

I have called [protected] on Tuesday 26th April, Saturday 30th April, & Tuesday 2nd May

I have left a message on all three occasions on their answer phone.

Although I have had calls returned from this number, when I answer, the line goes dead.

I have been mis-sold a product that I didn’t request (ID Mobile) and the product I have been left with is not fit for purpose, as it doesn’t work in the area I live.

I feel I have been treated appallingly on this occasion, as I am a very good customer of Curry’s Hartlepool, as I purchase a number of products every year for both my home and Businesses.

I have always found Curry’s to be honest, reliable and offer great customer service, but on this occasion, am appalled by the way I have been treated as a loyal customer, and to be expected to pay for a two-year contract that doesn’t even work for me.

I now also have started to be charged £20.99 a month for a phone that I cannot use.

I have also tried to email: customer.[protected]@currys.co.uk – Mail box no longer exists

& [protected]@currys.co.uk – Couldn’t be delivered

Phoned [protected] – couldn’t help – told to get in touch with the Area Manager

Phoned the Store several times for his number but just a recorded message to tell me that they are too busy to answer the phone and to call back at another time

Business complaints [protected] who couldn’t help and put me through to the Business Hub – no reply and the call was cut off

So finally, I am contacting you in the hope you can help me.

I look forward to hearing from you in the near future to explain what is to be done about this matter.

I can be contacted via email: [protected]@hotmail.com or mobile: [protected]

Kind Regards

Mrs M Seymour

Wed 04/05/2022 09:14

Dear Sir or Madam,

I am writing to an email to complaints the services from Currys. We have a new fridge order on April 29th, 2022, online. The installation charge £35 but did not solve anything. This is misleading cause us so many troubles have been two days. The installation is charge but it did not do anything. All your staff do not have electrician knowledge. How we solved our own as the we do not electrician equipment to remove the plug heads. This installation is completely useless to help us just they did not how to install the plug heads. two days later another man came and say the same thing again.

It is causing me headaches and troubles that could not give me a fully service. The advertising is lying to us. We only two women in this house and do not have electrician knowledge to install the new fridge our own. All your staff come did not solves the problems, it creates problem for us. This anxiously stressful for all of us. How come this kind services that no one able fully support us. All your staff in should be educated with electrician certificate. That why I would need someone to installed the new fridge. Now I am figuring out how to find the electricians to install the fridge correctly for paying out another extra many thanks a lot to you.

I will want apologies for your services you provided to us and refund the unnecessary trouble of installation just remove the cardboard that it. I would like to refunded the money of installation as did not do anything. I am so disappointed with your service .I would like received your email as soon as possible your reply.

Your Faithfully

Rachel Yau

Order Number:CUR2220377082

Delivery Reference Number:[protected]

Hi,

Asus Zenbook laptop was collected for repair on the 02/10/2019 and the Ref Repair was 991364.

The Whatever happen reference is [protected].

The laptop repair couldn't be completed on the 10/09/19. Teamknowhow decided to provide a replacement laptop instead of writing off and issue a voucher as per the whatever happens agreement. This was the 4th repair for the same laptop. And the care plan agreement mentions that customers are entitled to a voucher if there's more that 3 repairs.

Nevertheless Teamknowhow decided to dispatch a replacement laptop.

I've called and email to ask for a voucher instead of the replacement laptop. On January 2020, Teamknowhow mentioned that I was entitled to a voucher and they would issue one and send it to me via email. It never happened.

Currys has shown a very poor support with the Whatever happens agreement. They did collect £11 by direct debit every month since 2012. I cancelled the careplan on Feb 2020.

Then COVID hit, they asked me to go in a store and collect the laptop. This was not safe and I was away from the UK during the pandemic. On several occasions, the Teamknowhow said by phone they would raise a voucher and never did.

I went in stores to collect the laptop as soon as I got back to the UK, on the 26/03/22.

The laptop was no longer there. The in-store staff and phone support couldn't locate the replacement laptop. They've said that a voucher should have been issued.

The Care service is very poor, when you call you need to wait more than 20 mins, the support team is either always lying or there's no CRM with the case history. It's strange since all calls are recorded. Now, I'm left with to replacement laptop, no voucher and Currys won't help me.

I would like a voucher to be raised as they took my laptop and never repaired it or replaced it. I'm now left with no laptop.

Kind regards,

Andrea

My new PC order number CUR2219983028 (DPD delivery number [protected]) was due to be delivered by DPD between 10:44 and 11:44. It hadn't arrived at 16:30, by which time I gave expecting it. I had to cancel 3 afternoon arrangements because of this. It has been very frustrating. The service from DPD has been appalling. I've complained to them, too. May I suggest you use a more reliable courier service as this company is clearly useless.

Stephen Bush

4 weeks ago I took my laptop into pc world Brentford as it was not charging. 3 weeks later I was told that they could not get the part. When I went to collect it I found that the keyboard had been broken. The guy at the counter said that he would send it back to repair the damage that they had done. Today I received a phone call saying that they did not damage the laptop and would not repair it.

I called the complaints number on [protected] where I spoke to mthunzim msaeu. I explained the situation to him and was put on hold for 10 minutes and then cut off. When I called back he said that the laptop could not be repaired because it was russian. Acer is owned by a Taiwan company. When I asked for his name to report him he cut me off again. The way I have been treated is an absolute disgrace.

My laptop went in to be repaired for a charging problem and has come back broken. This has cost me 60 pounds for my laptop to come back worse than it went in.

Order [protected]. My kitchen is dismantled. Delivery was yesterday but the hose was not long enough so the fitters ordered this. I waited in all day today and longer hose was delivered and fitted. The chao who came today was rude and careless and says he doesn't do integrated items so the panels which were removed by your fitters and the door of my fitted kitchen which sits in front of the washing still need to be fitted. My email address is [protected]@fcasure.com and phone number is [protected].

Good Morning. I took delivery of this item on Friday morning. Used it Friday and Saturday, however, today it is not working.

The message code is E01 - the door of the machine not shut properly.

We have tried this several times and still not working.

Please send me a replacement asap and take this one away.

Thank you.

------ Original Message ------

From: "Currys"

To: [protected]@btinternet.com

Sent: Sunday, 3 Apr, 2022 At 8:54 AM

Subject: We're pleased to confirm your CURRYS order (CUR2219412747)



Please do

I have been waiting for a refund for goods returned since 29th December 2021. The goods were collected from my house by Curry’s carrier, DPD, and today I have been informed by their Customer Services Department that I will not be receiving my refund as Curry’s have never received the returned goods. Full details of my case and the actions I have taken to-date are as follows.

I purchased an ASUS C523 Chromebook for £219.00 on-line on 28th November 2021 as a Christmas gift for my son. It was delivered for collection from Curry’s Sutton Coldfield store on Friday 3rd December 2021 (please see attached). There was no fault with the goods, however on Christmas Day I realised I had purchased a Chomebook instead of a Laptop.

I telephoned Curry’s on 27th Dec 2021 and requested to return the Chromebook for an exchange.

I received an email from DPD on 29th Dec 2021 stating the Chromebook would be picked up that day (please see attached). It was handed over to the DPD driver who gave a receipt with a reference (please see attached).

I received a text on 15th Jan 2022 from Curry’s stating “we’ve got your returned order. If you asked for a refund it’ll be with you in the next 5 working days, or if you asked for an exchange its either on its way or with you already” (please see attached).

As nothing had been received by end of January I contacted Curry’s Customer Services department several times and each time was given a different reason; “the replacement would be despatched and be with you in the next few days”, “the replacement requested was not currently in stock”, and finally “we cannot send you a replacement as we have not yet received your return”.

On 12th February I received an email from Curry’s Gem Services asking I complete and return a Denial of Receipts form which I did and provided documentary evidence (please see attached). To date I have had no reply.

I called Customer Services again on 1st March 2022 and was promised an update in 48 hours. The call never came.

I called Customer Services again on 3rd March 2022. I stated that due to the amount of time it was taking to get a replacement I no longer wanted an exchange and requested a full refund. I was promised I would receive a full refund in the next 7 days which again never materialised.

On 15th March 2022 I visited Curry’s store in Sutton Coldfield for assistance and a Sales Associate very kindly rang up Curry’s Head Office. He was informed the case was being looked at but DPD had informed them that the reference number on my DPD receipt related to a shipment to Slovakia. DPD also informed Curry’s they had not been able to collect the Chromebook when they called at my house.

I called DPD directly on 21st March 2022 who were extremely unhelpful and simply informed me that the reference number on my DPD receipt was not a number they recognise.

I called Curry’s Customer Services again on 21st March 2022 and was simply informed the matter was with Head Office. Still no reply.

On 29th March I contacted Citizens Advice Consumer Service for advice on how I could proceed. They informed me to follow the Curry’s complaints procedure. They also informed me they would be informing Trading Standards of my issue.

I contacted Curry’s Customer Services again today, 8th April 2022, and was informed I would not be receiving a refund as the goods were never returned.

I bought a new Samsung washing machine from the above store (salesman: MOSUD). I was mis-sold a Currys Care Plan under pressure, from the assistant and waiting customers. I did not have time to read the Care Plan booklet. I was merely shown the cover. When I got home and read the booklet, I realised that it was a scam. Why did I NEED this care plan when I was covered by the Manufacturer's Warrantee (which I have now registered with Samsung. I am therefore asking for a full refund of £100.00. By contrast the installation of the washing machine was excellent.

We purchased an acer 10 tablet online order number CUR2218750018 the product arrived ok. We set up the device for my son which he used for 1 day after his birthday. the screen failed to work on the left hand side, we then contacted Currys to see what to do about it online first then via an automated phone call when we finally spoke to a human who gave us a number saying its acers concern not currys .Ok i thought 3 hours later and phone call after phone and emailing customer service inputting an SNID number which is not recognised by acer, i finally get an email response to a complaint saying we are sorry to hear that you are having issues with your tablet but Currys deal with the Acer tablets and you should take up the issue with them. We decided in the end to try the business department instead, and guess what we got straight through to human live voice and was immediatly put through to customer service, we are now waiting for it to be collected in person by someone then we have to WAIT to see if we can get a replacement seriousl it took a whole day to sort this out .

The above product was bought by me on 26/03/2022 from Currys highgate, Birmingham store as a birthday present for my nephew. He didn't like the product as it required an app to function and there was a subscription charge of just £8 per month for making full use of the product. These extra subscription/charges were not made clear at the time of purchase nor were they mentioned on any of the packagings.

Furthermore, the packaging claimed that the battery would last 4+ days. It only lasts around 2 days. Clearly, the product is not as described and is not fit for the purpose.

Today, 29th March, I visited Currys birmingham highgate store and requested a refund. This was refused on the flimsy excuse that the product was opened.

I have the right to return the product under the circumstances described and I have checked with citizens' advice bureau, consumer protection.

My Name is Pauline Mcalpine and was under a care plan for a Hotpoint Fridge and seperate Freezer after Developing several faults, an Engineer came out in November 2021, was advised to have new door installed and parts would be ordered, and was told by a phone call few days later that when the parts came in I would be informed and given a date for repair to be done, I borrowed a fridge over the xmas off a friend but now needs her fridge back, but should not have to do that when I was paying insurance for the fridge to yourselves, After ringing your service plan and your repair department, they can find no reference to having been any repair looked at or any engineer has been out, nothing on the system, The Engineer that did come out looked at my freezer aswell as it was not in good order, he cut a piece of wire off the inside shelf of the freezer as it was hangng down in a dangerous position, said it looked ok and did not look into the fault on the freezer but said he would order new shelve inserts, I was not happy in the way the care plan and the repair people were speaking to me, actually thought one women was downright rude to me and subsuquently cut me off the call, I am appalled how an Engineer can come out to my house yet no records on your system of that, I would like you look into this matter, its not good trading standards and very disappointed with the service

Please see below the emails sent with regards to a recent cash back claim.

I am making this complaint on behalf of my mother due her age.

Whilst we do understand terms and conditions these were not clear at the time of the purchase and signing up for the broadband package.

We feel this has been miss sold as a package.

Many thanks

Janice Gibson (daughter)

On March 05, 2022 15:13 Mrs Catherine Elizabeth Thurston wrote:

When trying to claim cashback it says 'your package could not be located using the details provided'. All details have been check and are correct.

Dated of purchase 15th January 2022

Branch Number 2175

Receipt 382167

Order reference number [protected] (see attached)

Total purchase price 154.97 (one item was exchanged for identical toaster but different colour on 23.02.22)

On March 07, 2022 10:30 Paula Kruczek wrote:

Good Morning.

Thank you for your email.

Unfortunately, as per our terms and conditions, the eligible broadband package must have an average speed of minimum 18Mbps.

Because your broadband average speed is 11Mbps therefore it does not qualify for the cashback promotion.

For terms and conditions please visit : https://redeem.curryspcworldcashback.com/gb/en/pages/multiproduct/terms

We are very sorry for the inconvenience this may have caused.

If you have any further queries please do not hesitate to contact us.

On March 07, 2022 12:30 thegibsons2 wrote:

Thank you for your reply

I am disgusted that as a 90 year old woman I was sold this as a definite cash back. I now feel totally cohersed into purchasing this package.

I appreciate the terms & conditions but the speed was not my choice, this was the package sold to me by Currys.£100 in today's climate to a pensioner is massive amount

I am very disappointed in your company. You have completely miss sold me a package

Good Afternoon.

Thank you for your query.

Whilst we understand your frustrations, as a promotional team we are bound to the terms and conditions of the promotion.

We would recommend contacting Curry's directly in relation to any misinformation given.

Please accept our apologies that, as the terms and conditions of the promotion have not been met, we are unable to assist further with regards to this matter.

Kind Regards,

Paula @ Currys Promotional Support Team

Booked Laptop appointment for a issue, 26 February 2022 told would be informed of a 2 hour window on appointment. 26th due to change in circumstances I contacted Care & Repair to confirm my 2hr window. Just to be told the appointment had been rejected due to a diagnosis not being done. Today I have spoken to Amanda who has told me I need to take my laptop unto store before anything else can happen. My laptop is very important to me as I do accounts for 2 charities as well as a very small business. With the tax year end is fatly approaching it is important my laptop is working correctly. I now feel very let down not only because I thought the man I spoke to on the 26th was very rude and told me my English wasn't good, he also didn't do his job properly. Plus I am no nearer in getting my laptop looked at. I would like your response to this complaint as I feel it badly represents Currys and the Care & Repair insurance.

Dear Sirs

Re: Kenwood KTF60X15 tall freezer, product code 128609

Kenwood KTLD60X15 tall fridge, product code 128608

I bought both the Kenwood fridge and freezer on 05 March 2019, which were delivered on 14 March 2019.

Within the first 12 months the alarm came on everytime I closed the door on the fridge. As it was still under guarantee, your engineer came to fix it. He said this was a manufacturing defect.

Within the next 12 months, the same thing happened to the door on the freezer. As it was no longer under guarantee, I had to pay an engineer £90 to fix it. He also said this was a manufacturing defect.

Now in the last 2 months, the door on the fridge is making the same noise. I called your team knowhow then and they said I would have to pay for it to be fixed.

As this is a manufacturing issue, and not something I have done, Currys should fix the problem free of charge. I paid almost £800 for the two items, this is not a little bit of money and to have these continued issues is not only unacceptable but very stressful.

In both items the electrical wiring had been cut due to the doors opening/closing. Once the wires had cut through completely, the fridge and freezer stopped working. This not only caused severe stress but I also lost a lot of food until they were fixed.

I have been a Currys customer forever, and would like the fridge door fixed. This is a matter of urgency before it stops working altogether.

I look forward to hearing from you very soon.

Yours sincerely

Zahida Shaffi

Bought a eufy doorbell was faulty. Spoke to chat. Said they will arrange collect and deliver of a new one. Waited days. Nothing happened. Back onto chat as can't get through on the phone to a person. Said the same and clicked send chat to email as proof. Again nothing. Then an email to say contact them directly. After holding for 25 minutes, finally Said they'll collect old and send a replacement later... totally different to what was said on chat. Old one goes off, then an email to say one being delivered, then email delivery day to say its being delivered next day to a currys store... go back to chat they say that's the old one, then get cut off, try ringing, finally get a person, who then hangs up on purpose.
Then back on chat, they say old one is the dpd details and new will get issued in 5 to 7 days... then an email comes through to say your replacement item is a kids watch and will be delivered last month... I mean what sort of people are running this? Last month and a kids watch instead of the doorbell... blatantly curry's is run by incompetent people. I will never use them again unless I really have to. Awful.