Currys PC World

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SAVE ON YOUR INSURANCE

Charles's complaint against Currys PC World

Charles Gilbert

11/12/2016

[LAPSED] How an Insurace claim settlement.was sabotaged by Currys

Complaint against Currys PC World

An insurance claim for accidental damage to a tv was submitted to Prudential Insurance over the phone and a voucher for urrys was provided same day over the internet by email. Fantastic service. I applied to purchase tv from Currys using the voucher but unfortunately I selected the wrong tv (my fault!) and Curries made refund by way of a gift card. Selected correct TV but using Currys best price guarantee attempted to put this into effect following the correct procedure of getting a discount code. After a day and a half of being promised the code but not getting it I phoned again and found myself dealing with South Africa. I refused to accept promise and insisted on holding on for the code. I asked where the code was to be issued and was informed Customer Services in Sheffield England.eventually I got code while i waited and the helpful customer service person dealt with the whole process of ordering and confirmed by email. 3 days later a further email was received cancelling my order because Currys Internal Security suspected the validity of the purchase. I contacted Prudential Insurance to see if they had instigated the cancellation. They had not and Currys would not elaborate but suggested I order again. I refused and asked for the credit of the gift card be refunded to me or the Prudential but Currys insisted that this was not possible in any circumstances. I ordered again and had similar problems trying to initiate the best price guarantee. Currys were insisting I buy the product then apply for discount but I refused saying website stated the price match can be applied upon the purchase as well as 7 days after.Today some 12 days after the first order was confirmed the TV was delivered. The box was obviously not new and upon opening and checking contents I suspected the TV was not a pristine model. The screen was smudged with finger prints,a paper document inside referred to the product having been a damaged one at some point. Also the contents were not enclosed in sealed wrapping envelope,the remote control was loose in the box, the stand was not seal wrapped, and one item a cable tidy was missing. I have arranged for the tv to be returned and will approach Prudential to ask them to get Currys to reimburse them for the claim monies provided which they hav agreed they would do when I contacted them previously. I would say that each of the 5 or 6times I rang Currys the waiting time for a response was anything from 10 to 30 minutes and one call including waiting exceeded 1 hour, but the way in which the operators dealt with me as a frustrated and angry customer was first class. It is a pity their worthy efforts are not matched by operators in other areas of Currys. I do suspect that someone conspired for me to end up with a suspect tv,

  • supporters 0

Lapsed. Charles has not responded in 90 days

  • Comments (25)

TEAM KNOWHOW | | VERIFIED

Hi Charles. I am sorry to hear of the ongoing issues with your order. Can you please provide your full address and order reference so we can look into this for you? Thanks. Carrie.

Charles Gilbert | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Hi Charles. Having checked our records, your second order was cancelled prior to being confirmed by our Security Team. I apologise that the TV received following completion of your 3rd order was not pristine. This will be reviewed internally. Collection of this is booked for this Thursday, reference 7429 112633. Once confirmed back in our warehouse, a full refund will be processed.

TEAM KNOWHOW | | VERIFIED

This will be issued as a replacement Gift Card and will be sent via post within 5 days. Thanks. Carrie.

Charles Gilbert | | VERIFIED

User Responded via private message

Charles Gilbert | | VERIFIED

Response tells me what I and you already know. I don't want a gift card as I don't wish to buy from Curries. Refund the monies to Prudential who will then address my claim again.

TEAM KNOWHOW | | VERIFIED

Hi Charles. Our terms and conditions do state that if payment is by Gift Card, the refund will be by the same method. You may be able to request a cash payment from Prudential in exchange for the card when the replacement is received. Thanks. Carrie.

Charles Gilbert | | VERIFIED

Please advise me when I applied for a Gift Card and signed up to the terms and conditions. It was Currys who provided the Gift Card and not me who requested it.

Charles Gilbert | | VERIFIED

So my delivery is today 15 Dec 1pm-5pm.!! Tracking says The planned delivery date for your order is Tue 20th December. No wonder I want nothing more to do with Curries. Please apologise. I am sitting here expecting collection today

TEAM KNOWHOW | | VERIFIED

Oh dear! Apologies for any confusion. On receipt of some specific details i'll be happy to provide the necessary clarification. I just need your address and order reference to do so. Richard

Charles Gilbert | | VERIFIED

I didnt reply because I got customer services same day. Arranged for item to be collected today Saturday 17. Had email to confirm after they checked with Birmingham depot. Today received email to say the date is Tuesday 20 December. Thought Fred Karno's Army had been demobbed!!! CUR1638754559 Post Code CV35 9RE

TEAM KNOWHOW | | VERIFIED

My apologies Charles. Collection is currently scheduled for Tuesday. The reference for this is 7429 112633. Thanks. Carrie.

Charles Gilbert | | VERIFIED

Once again you are telling me what I told you. Why was my delivery call for 17 Dec cancelled? I now ask formally for all my monies to be refunded to me. Please confirm when replying that your response is final. Depending on that response I will raise my issues with your managing director [email protected]

TEAM KNOWHOW | | VERIFIED

Hi Charles, dates can change due to unforeseen circumstances. I apologise for any inconvenience. The refund will be in the form of a gift card. I am sorry this does not meet your requirements - Tony

Charles Gilbert | | VERIFIED

Is this your final decision as I asked for specifically. I am now looking for compensation for misrepresentation in providing a tv that was not new but a damaged item being recycled for sale. I have documentary proof the item had previously been damaged which I am willing to provide as evidence. I need an active response not an empty one.

TEAM KNOWHOW | | VERIFIED

Hi Charles, I am sorry to learn of the issues you have raised. I do confirm that the information supplied is correct that we do have to refund any orders back onto the original payment method. I do not your desire for a cash refund, however as detailed previously I would refer you to your insurers for any cash settlement requests. As a goodwill gesture, I am happy to provide you with an additional

TEAM KNOWHOW | | VERIFIED

£20 Currys/PC World Store vouchers. Kindly let me know if you are happy to accept, I can then arrange this with our Finance Team - Shaun

Charles Gilbert | | VERIFIED

I have considered your offer. Considering I have spent over 2 hours on the phone and numerous emails plus cancelled orders and deliveries it is marginal but on the principle you have acknowledged the issues caused I will accept. I also ask you ensure that when I do order again my tv choice is available and will be in new factory condition when delivered.

TEAM KNOWHOW | | VERIFIED

Hi Charles, thank you for coming back to me in relation to my offer. I can confirm that the voucher has been requested and this will be emailed to your email address registered on your order "CUR1638754559". Please do allow 72 hours for this to take place and the email should appear in your main inbox (Ref CC3251019). Please double check in your spam/junk mail filter if not located in the main >

TEAM KNOWHOW | | VERIFIED

inbox. With reference to the condition and stock position of the TV. I do accept my apologies, however I am unable to guarantee the item is in stock (unaware of which TV you are wishing to purchase/exchange for). If its the same model, I am currently showing that the item is in stock. I do understand the comments raised in relation to the TV that was sent to you and I again offer my full >

TEAM KNOWHOW | | VERIFIED

apologies. It would appear that either the TV was returned to us marked as unused when that seems to be clearly not the case. Alternatively it could possibly be a handling error in the warehouse and a returned piece of faulty stock was placed in the pristine stock bays - Shaun

Charles Gilbert | | VERIFIED

Pleased you have finally acknowledged the tv was not a new item. The rogue tv has been collected today and I now await refund of the amount paid under order CUR1638754559.

TEAM KNOWHOW | | VERIFIED

Hi Charles, I can confirm that the order has now been cancelled and refunded. The Gift cards 5-10 working days due to arrive to you. There may be a delay due to the time of the years. Thanks. AK

Charles Gilbert | | VERIFIED

User Responded via private message

TEAM KNOWHOW | | VERIFIED

Hi Charles. My apologies that the voucher has not been received. Your voucher reference is 437J7VKJ. When visiting your local store to redeem, you will need this reference and 2 different forms of identification. Acceptable forms of ID are Driving Licence, Passport, ID Card, Medical Card, Utility Bill, pension or Allowance Book. Thanks. Carrie.
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