Currys PC World

4.00 stars

2646 Reviews

GBP silhouette

SAVE ON YOUR INSURANCE

Sagar's complaint against Currys PC World

Sagar Chhadva

10/11/2017

[LAPSED] Part of the order delivered, now have to wait for investigation

Complaint against Currys PC World

I made quite a substantial order online on 5th November to be delivered the next day, paying for the delivery. DPD delivered on the day however, only part of the order was in the package. An expensive phone which was part of the order wasn't included in what I received so naturally I called Customer Services to inquire. Was told that the phone was also supposed to be delivered and they will check internally what's happened and let me know. On 9 November I received an email from the carrier team asking me to sign a Denial of Receipt to re-confirm I didn't receive the phone. I have never gone through this experience before so again called customer services who informed it's standard protocol. The email also said once I sign and send it the letter back it will take up to 7 days to complete the investigation which will mean I will be without the phone and my money for over 10 days. Why as a customer do I have to wait this long for an error from the warehouse / delivery process? I don't appear to have any option - I won't be sent a new phone or refunded until they complete the investigation, however long it may take. How is this fair on me having paid a large amount and then anxiously wait until they sort out their mess? Further the Denial of Receipt said they may contact the police and I will have to assist if police contact me. I also have to mention when I received the package it was damaged and poorly packed in a plastic bag with small part of it ripped.

  • supporters 0

Lapsed. Sagar has not responded in 90 days

  • Comments (10)

TEAM KNOWHOW | | VERIFIED

I'm sorry your order with us was incomplete Sagar, please accept my apologies. As the item had left our warehouse but not arrived with yourself, we would need to investigate this further with our lost in transit team. Part of this investigation would indeed involve a denial of receipt form to be filled in. You have my apologies for the delay caused though. - Marcus

Sagar Chhadva | | VERIFIED

money with no updates or reassurance from yourselves. As a customer, I'm having to hope and wait. Surely the customer shouldn't have to go through this for an issue from your side. How long should I wait?

Sagar Chhadva | | VERIFIED

Hi Marcus. How does this benefits me? I've had no updates, communication or reassurance that as a customer I'm protected as this hasn't been my fault. I'm now over a week with no phone or the money refunded. Surely the customer shouldn't have to go through this for an issue from your side. How's this efficient customer service? This is you guys protecting yourselves not me. How long do I wait?

TEAM KNOWHOW | | VERIFIED

Although the timeframe can vary for the investigation to take place (typically between 7 and 14 days). I'd be happy to check the current status if you can email me at [email protected] with your full name, address, make and model of the product and order ref. Please also include your original post and the ref SPK664 in the subject field. - Marcus

Sagar Chhadva | | VERIFIED

I have sent an email with the relevant info. 7 to 14 days is not accepted from a customer point of view. I have no guarantees or reassurance. As a company how can you guys not have improved processes for such situations?

TEAM KNOWHOW | | VERIFIED

You have my apologies again Sagar, please be assured as soon as an update if forthcoming, you will be the first to know.

Sagar Chhadva | | VERIFIED

Marcus - please can you update me on this investigation. I have sent the email as was requested here a few days ago. Please can you also let me know how much longer I have to wait and at what stage the investigation is? I need this info to give to the Citizens Advice Bureau.

TEAM KNOWHOW | | VERIFIED

Hi Sagar. We have received your latest email and you should receive a reply within 24 hours. Thanks. Carrie.

Sagar Chhadva | | VERIFIED

Hi, it has been 24 hours but haven't had any emails yet. Can you update please.

TEAM KNOWHOW | | VERIFIED

Hi Sagar, I'm sorry there is a currant back log on emails at the moment. I can assure you, you will get a response. Thanks, Gemma
400 characters

2,645 other reviews of Currys PC World


loader