Currys PC World

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Andrea's complaint against Currys PC World

Andrea &

03/04/2019

[RESPONDED] Very poor levels of Customer Service

Complaint against Currys PC World

Please do not give them your business if you are expecting a reasonable level of Customer Service, integrity and a Company that values its customers. I find my customer experience quite shocking and would like to share it with you. 23 November 2018 Ordered a small item via their website using their Click and Collect service. Unfortunately it was out of stock at my local store, so I reluctantly ordered from another some distance away. I received an email confirming it had been reserved for me. 24 November Made a special journey to purchase the product. On arrival I was very surprised to be told at the collection point they did not have it and the staff member went to search on the shop floor to try to find it. (Surely any item ordered and notified as Reserved, should have been immediately withdrawn from the shop floor to prevent it being sold to someone else before collection). Eventually they returned, telling me they had none. I was quite annoyed at the waste of my time and travel cost and asked for contact details to make a written complaint. 26 November Made a formal complaint by email 3 December Received an email response. It sounded genuinely concerned, was apologetic about a stock error and said the staff member should have offered help to find another store which had the item. They also offered a voucher as a gesture of goodwill and requested my address to mail it to me. This seemed a fair proposal and a reasonable attempt to restore a good relationship. 4 December Emailed my address. 12 December They responded, advising I would receive the voucher in “7-10 working days”. 13 January 2019 Having received no voucher, I emailed again asking where it was. 15 January They responded. This time the voucher was still “being processed”. 18 February Having still received no voucher, I emailed again asking where it was. I also mentioned if it was not received in 2 weeks, I would publicly share my experience of the quality of their customer service. 19 February They responded. This time I would receive the voucher “in due course”. 3 April Six weeks have now passed with no voucher or any further contact received. They are obviously perfectly comfortable making promises they do not intend keeping and clearly do not care what their customers think of them or their reputation. This is one customer they have now lost forever. Terry S

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Currys PC World has responded

  • Comments (1)

TEAM KNOWHOW | | VERIFIED

Hi Terry, Thanks for the post & bringing this to our attention. So we can trace this & look to assist can you please contact us direct at [email protected] quoting SPK180843, including the above along with your address, postcode & any reference customer services have given you? My apologies in the meantime for the poor experience - not at all what we expect you to encounter - Jay
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