Currys PC World

4.00 stars

2646 Reviews

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SAVE ON YOUR INSURANCE

Rob's complaint against Currys PC World

Rob Fenlon

21/03/2018

[LAPSED] Customer service that beggars belief

Complaint against Currys PC World

I made an order online on the 10th March, purchasing an external Hard drive. This was to be delivered on the 12th after 5pm to my local Curry’s store. I attended the Curry’s store on Tuesday 13th March, to be told that the item was still in transit and was not there, but I would receive an email when it arrives. I sent an email to Curry’s Know how team asking for information regarding my item and it’s whereabouts on the Wednesday 13th March, as of yet this still has not been replied too. On Sunday the 18th March, I visited my local curry’s store, AGAIN, as I had no reply to my email and was none the wiser to the location of my item. I was in the store for approximately 35 minutes. The first 20 minutes where spent stood at the counter whilst one store attendant was trying to find out why the item was still in transit. The next 10 minutes where in the store spent on hold to the ‘Know How team’, which I am know believing to be an oxymoron. Once the phone was answered to their own store, the store attendant spoke to the lady on the phone and then put me onto her to here the reason for the lack of the item. The reason the lady gave me was that I had returned the item. When I asked how that was possible, she said it’s on the system saying that the customer returned the item. Again I asked how am I able to return an item that I haven’t seen? She replied that I must have, because it was on the system. At this point I felt like I was in a Little Britain sketch! She just wouldn’t listen to reason, a simple reason of it was impossible for me to return an item I have neither had nor even seen. She then informed me that I had two choices re-order the HDD, or have a refund. I asked for a refund, to which I was informed that I couldn’t have a refund until the item had been returned. I stated that this was not my fault, I haven’t had the item, I have never seen the item and this is ridiculous. The lady then put me on hold whilst she contacted DPD to check what has happened. I informed her to please be quick as I have already been waiting for quite some time and I am becoming quite annoyed. The lady returned and informed me that DPD have not returned the item yet, to which I said that wasn’t my issue., and I would not be liable for a refund until it had been. However I could re-order the item if I chose to do so. I informed the lady that I wanted my money back, I do not want the item any longer and I unless they can offer my a god discount to make up for the messing about I will take my business elsewhere.. The lady very bluntly said I will give you 10% and that is all. I said that was insulting and I wanted a refund. I was then informed that it would take 48 hours to process a refund, I asked would I get an email regarding this and she said yes. I returned home and wrote an lengthy email to the ‘Know How’ team, again this has to be an oxymoron, explaining in length about my official complaint. It is now the 21st March and so far I have had an email confirming receipt of my purchase, an email thanking me for my purchase, an email asking a cutomer satisfaction survey, a text asking a customer satisfaction survey and an email thanking me for returning my hard drive and telling me that my replacement Hard drive is on it’s way!! You have got to be kidding me!! I asked for a refund and have a replacement hard drive sent to me instead?? What kind of cowboy company is Curry’s? Unless that Hard Drive is complimentary, I don’t want it! I do not want to give Curry’s my money! I do not like being accused of things I haven’t done, I take it very personally and in this case your member of staff on the phone was a very rude lady who needs to learn that sometimes the customer is actually right! So today I received a voicemail message, at 12.45pm, from the ‘Know How team’ (!), stating that they were pleased to inform me that my product replacement, that I don’t want, was on it’s way. They wished they could speak to me in person about my email and hoped I would ring back or send an email. I was also promised an email regarding this. Why am I ringing curry’s to be put on hold for 10 minutes, or writing an email that wont be responded to for 5 days? Curry’s should be making EVERY effort to get in touch with me, if I cant talk at that time, try again later or the day after! But make more of an effort! This was one of the worst shopping experiences and one of the worst customer relation’s experiences I have experienced. Inept is the only word I can use that is not deemed foul language. I highly doubt I will use your store again, and as the owner of a very successful photography studio business I will be warning off my customers, friends and family about shopping with you too.

  • supporters 0

Lapsed. Rob has not responded in 90 days

  • Comments (6)

TEAM KNOWHOW | | VERIFIED

Hi Sylvester, it is concerning to learn about the level of service you have received from us. So that I can look into this further can you please email me at [email protected] quoting the reference SPK1030. Along with your full name, address and order reference? Many Thanks, Angela T

Rob Fenlon | | VERIFIED

User Responded via private message

Rob Fenlon | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Apologies Rob there had been a system error with this response. If possible can you email myself on l [email protected] with a copy of your complaint with your full name, address and reference number SPK1030? Many Thanks, Angela T

Rob Fenlon | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Thanks Rob, we'll reply as soon as possible. - Rach
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