Currys PC World

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Emma's complaint against Currys PC World

Emma Keast


[LAPSED] Damaged flooring

Complaint against Currys PC World

Purchased washing machine online also paid for installation & removal of old machine. My delivery date was 12th July Samsung washing machine paid for installation also. I was surprised when one man walked in & then attempted to remove the machine alone. It was very difficult for him to do given the machine was under a work top he then pulled it so hard the plug was ripped out of the socket & fused my downstairs electricity (which I only found out when someone else removed my machine) I kept waiting for someone else to come but the other staff member a female did not assist in removing it in anyway. There was a small tear in my lino before the attempted removal around one inch and not noticeable as this was within my cabinet area. However after the removal there is now a large rip approx 10 inches in my lino. The man then said he couldn't remove my machine because he'll rip the floor when he had already made a huge rip in it telling me he would be liable. He then tried to get me to say it had been like that all along which was not the case. At this point he then looked at the set up of the pipes & said he can't fit it as it's not a standard installation. Changing his story on why he couldn't fit the machine. Surely it would have been prudent to check this before attempting to single handily rip a heavy washing machine out. I have no idea how he would have been able to lift that alone & if he had it would have further ripped my flooring & damaged my back door. I felt the guy was looking for an excuse not to do the job. At the time I was 8 months pregnant suffering high blood pressure & this was stress I could do without. I contacted My husband at work who promptly made a complaint to yourselves. I was also contacted by someone investigating the complaint he was also rude & abrupt & basically calling me a liar. I have found this whole process awful & very stressful. Felt intimidated in my home by currys staff & to then receive a letter saying I am lying & he couldn't have caused the damage is a disgrace. I have never made a complaint or claimed any compensation from anyone before. I am furious to be treated this way. I was told to by currys contact dmuk (apparently the company who delivered & fitted I thought I paid currys to do this) if I had any further evidence. They are the ones who investigated it in the first place & have declined the claim. Is it standard to have a company investigate itself?! Clearly they are bias. I also asked the investigator if it's standard procedure for one guy to lift out a washing machine no response to this. Therefore I would like this looked into. Surely this against health & safety?! The woman delivery person was nowhere to be seen fit around 10 mins only came in my house to look at the floor after it had been wrecked she said she had unloaded the machine & didn't know anything about fitting machines. The two then stood whispering in my kitchen whilst I phoned my husband. I have never been so disgusted in dealing with a company we have been repeadtly been told we are lying & that the man could not have caused the damage. We now have to replace our floor which wasn’t even 3 years old, an expense we could do without given I am on maternity. So angry with currys for poor communication & rude intimidating staff.

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Lapsed. Emma has not responded in 90 days

  • Comments (1)


Hi Emma, I am sorry to learn of these issue. Please accept my apologies. Please send your post to [email protected] with ref spk 633. Please also inclure your addres, order number and any other reference numbers you may have - Tony
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