Currys Customer Service

[suggestionsplease1]

Is anyone else having a complete nightmare with Currys Customer Service at present?

I had a fridge freezer delivered just before lockdown and they didn't fulfil the paid for services of door-reversal and old appliance removal. Fine. Fair enough in Covid19 circumstances. I asked them to put a note on the system so we could get this done when it is next possible.

The old fridge freezer is still sitting there in the kitchen.

Trying to get in touch with them to address this for the month has just been impossible - I have been on hold for hours on phone lines only to be told their number doesn't deal with that issue, and 'no' they can't transfer me, but I can try this other number. Then on new number, same thing; am told that they can't help me, but to try the original number I phoned.

I have also had 3 chat encounters (present one ongoing for nearly 2 hours now, no response from the agent for over an hour) and I'm getting absolutely nowhere, just being fobbed off constantly, or systems down etc.

The latest agent says they can not email me and they can not call me either. It seems surprising that there is not a working email address of telephone line in the whole of the organisation, but there we go.

"Our email address is no longer active and therefore I am unable to send you an email" and "As the live chat team we do not have access to telephone lines Suggestions, therefore I am unable to contact you back"

I asked if she could get a colleague in another department to call me, but that was over an hour ago and no response.

What do I have to do?! I could get these done by someone else but I've paid for them already with Currys, and I imagine their insurance is better than a smaller more local disposal service, in case there was damage to the home removing the old one etc. I also think they are more likely to dispose of the fridge freezer responsibly.

I even managed to find an email address for their head office, and was fobbed off by them too!

Is anyone else having the same difficulties with Currys Customer Service?

Yes. I ordered something under £100 and it took me 3 separate orders. It's of bad customer services:

Taking money when they didn't have the goods (then making you wait 2 weeks to get your money back).

Cancelling the order on the day of delivery, but not telling you.

Waiting on the phone for 1.5 hours until that phone cuts off (that happened twice).

In the end, I ordered in store. No, delivery date so I complained instore and they mysteriously found one in the warehouse that they gave to me.

I don't have any helpful advice, but I sympathise.

We need a new fridge freezer and I won't be getting it from Curry's. I thinks their device at the moment is terrible.

It's horrific isn't it. I am so sorry to hear of your experiences.

Here is the transcript from the chat I just had with them:

You: My Account
Currys Virtual Assistant:
I will now transfer you to an agent.
You are now being transferred to a live agent.
Agent Anita enters chat
Anita: Good morning, how can I help you?
You: Hi, when I paid for my fridge freezer to be delivered before lockdown I also paid for removal of the old appliance and door reversal
You: these services were not carried out and a note was put on to my order for these to be fulfilled as soon as possible after lockdown
You:
Anita: I am sorry about that. Would you like to book the services again?
You: yes please
Anita: In order for us to look into your query, please provide us with the below information to assist in the resolution to your query:

• Full Name & Surname on the order
• Full Address & Post Code on the order
• Telephone Number

You*** Anita: Can you please confirm the billing address? You: ******* Anita: I’d be more than happy to check this for you, one moment please. You: thanks Anita: Please be advised that I do not have access to the delivery system, therefore I have asked for assistance from a colleague. This might take a few minutes, please bear with me You: ok thanks You: Do you know how much longer this might take? I have an appointment soon You: Hi can I get a response on this please? I have been trying to resolve this issue for weeks with yourselves You: It's been 20 minutes now since you last responded I think - can you please let me know you are still addressing this issue? Anita: Please accept my apologies for the delay in response, our systems are currently down hence the late reply. We will have to check this later in the day again, I will keep your details so we can book the services. Do you perhaps have any preferred dates? You: Can you please take my email address - ***** and email me with dates and times options for this service and details of how I can quickly confirm a date and time with yourselves rather than holding for hours/ being on chat for hours. I have wasted so many hours trying to resolve this issue with yourselves it has been farcical. You: Can you please also pass my complaint on this to your manager. I am sending the transcript of the conversation to my email address so that I can forward it on if follow up complaint is unfortunately later need Anita: Our email address is no longer active and therefore I am unable to send you an email. Would you like me to log a formal complaint on your behalf? You: Are you telling me you, and Currys as a whole, are unable to send me an email? Anita: You can contact our delivery team directly on 0344 561 1234 and they will be able to assist you in booking the services and send you a confirmation email You: I have already tried that number and have been told they can not help me You: as the item has already been delivered You: Are you telling me no-one is able to send me an email? Anita: We are unable to send you an email on our end You: Ok, that's hilarious. I will share that information more widely. What about a working telephone line. Does Curry's happen to have one of those in their whole organisation? You: If so, can you tell me a time you will call me to arrange these services please. Anita: As the live chat team we do not have access to telephone lines ***, therefore I am unable to contact you back. I would advise that you chat to us later in the day to chase this up. I am sorry You: That's not acceptable. I have spent hours, going round in circles with Currys, not getting this resolved. Can you please contact relevant colleagues who can call me, establish a suitable time for this and then let me know when they can call me You: I am happy to wait for you to tell me the time they will call You: 50 mins since beginning of chat, presently 13.00. (noting times for my records as no time stamps on transcript.) You: No response from agent. Time presently 13.30 You: No response from Agent Anita. Present time 14.02 You: Hi Anita, what is the latest on this please? It is now 14.30 You: Can you pass the complaint on to your manager as well. Thanks. Anita: As I have mentioned to you ** that we are unable to do this at the moment due to the issues we are experiencing. I have logged you a formal complaint under the reference number ** for internal investigation to take place and to ensure steps are taken to prevent this from happening again. I assure you that this is an isolated incident and does not reflect the high level of service we offer to all of our customers. You: Well it has happened every time I have contacted Currys in the last month, so it is not an isolated incident for me. You: Your advice was to come back on to chat later on, so that being the case I'm happy to continue this chat window for as long as it takes to get it resolved. You: I'll continue to note the times. You: What issues are you experiencing again? Just so I have a handle on what is happening. Thanks, Anita: I am sorry ** I am unable to keep you on the chat as we are unable to assist at the moment You: That's fine, like I said, I am happy to hold. It's all I've been doing with Currys anyway, and there's a solid chance I won't be able to get through to an agent the next time I try. You: I'll just keep noting the times. You: I don't think you explained what issues Currys are facing regarding this? Anita: As I have advised that I am unable to keep you on the chat and I will have to close it to assist with other customers. I have taken your order number and will be sure to book this as soon as we are up and running again, as promised You: When I am receiving the phone call from yourselves? You: Can I be given the detalls of someone who will contact me please? You: Let me know the procedure for how you will get in touch with me Anita: We are unable to call you as we do not have access to telephone lines, I have explained to you. We are unable to get in touch with you. If you would like to speak to an agent, you will have to contact our Customer Service centre You: Can you put me through to them please You: You can transfer this chat to your manager or customer services - whichever you think is best You: If your service can not contact me why can you not get a colleague from another team that does have a line to contact me? Anita: We are unable to transfer the chat to them, you can only reach the team by telephone. We are unable to escalate the chats as well, to speak to a manager you need to contact our Customer Service centre. We as the live chat team are unable to contact you and therefore I am unable to get anyone to contact you You: I don't accept that. I can't believe that you can not contact a colleague to call me. You: I have spent probably in the region of 12 hours trying to get this resolved over the last month You: It is completely unacceptable that you are refusing to get in touch with me to address this Anita: I am sorry that I am unable to assist you further on this occasion You: I am going to arrange for this trancript to be published You: to highlight more widely the Customer Services failings that Currys has. You: It is not fair to allow customers to buy your products and then not fulfil the services they have paid for. You: People need to be advised about this so that can make informed choices when they buy Currys products. Anita: I understand your frustrations and I do apologize. However we are unable to assist you at this moment. I will have to close the chat ** as we are almost 3 hours on this chat You: You're right. It is almost 13 hours that I have spent trying to get this resolved. You: not 12 You: Can you explain the issues you say Currys are experiencing please? You: You said the systems were down previously - is this still the case? Anita: Yes that is still the case You: Ok, that's fine. I will hold until they are up again. Just let me know Anita: I am unable to keep you on the chat for this long. I am sorry I will have to close it You: So how will I be contacted? Anita: ** I have explained that we are unable to contact you back

Oh yes the great shit customer service under covid that is currently occuring. I am having a similar round and round in circles with PayPal.

Go onto Twitter. It seems to focus their attention on the issue.

Ah, twitter is a good idea. I'll have to retrieve my account, I've forgotten my login details. Thanks for that!

PayPal were no better on Twitter. I hope you have more luck OP.

Yes i've got the same problem, 4 emails to customer services, email to head office and a written posted letter, email to CEO and hand delivered letter to store manager, not had the courtesy of a reply, or even an acknowledgement from any of them. I'm seriously thinking of taking it to the press to see if they can get any further.

They are terrible
I’d never ever use them again- in fact my experience with currys was so awful I won’t even go in their shop

Being diplomatic I found them Rude unhelpful and useless from the service in the shop to their ‘help’line

How are they still in business?

I’m surprised , I’ve never really rated Curry’s but they were the only ones with stock of the items I needed which were a condenser dryer , washing machine and dishwasher and I’ve had absolutely no problems . The tumble dryer arrived slightly damaged on a Sunday afternoon and they had bought me a replacement by 10 am on the Monday morning . Can’t fault it really , I must be lucky .

They've always been awful. I had a fridge freezer from them which developed a casing crack almost immediately. They guarantee to replace if problems arise within a month, but outright refused and instead sent out a hoover engineer, who told me that it was very clear Curry's were at fault. Couldn't get anywhere with them though. Luckily Hoover helped instead.

They are shit.

I won't use them myself I keep hearing things like this. I did use AO in October for a tumble dryer and found them excellent. Appreciate that this does not help you OP but might help someone else.

MIL took out insurance for the cooker. It broke twice and they came out to fix it (before COVID).
Third time it broke was during the first lockdown in April. MIL rings and they say as it is the third time it has broken, they will replace, but will have to wait until after lockdown, so in the mean time will come out and repair this one whilst they wait for replacement. All's well and good and we wait for lockdown to end.

As the cooker was still working, MIL was in no rush to get it replaced until it broke for a fourth time! This was round about last November, so she rang customer service and explained she was waiting on a replacement. Customer services response was
'oh you didn't renew your insurance in June, so without a current policy, we can't give you your replacement, and you can't start a new policy now as we know your oven is broken and you can't take out cover on a broken item'.

So even though they promised a new oven in April whilst insurance was valid, they never lived up to that promise and didn't bother telling MIL that insurance was due for renewal. Customers services were very unhelpful and she still has her broken oven which she now has to repair herself each time it breaks.

I ordered a freezer in Feb 2020 just before the 1st lockdown. Waited 3 weeks for it to be delivered and when it came the door was very dented so we sent it back. They couldn’t provide an alternative but did give a full refund.
I then ordered from John Lewis who delivered within 2 days and took our old freezer away. The new freezer is great.
I got a call from curry’s customer services yesterday asking me to rate them and say how happy I was with my new freezer. I was pretty shirty with them. They haven’t a clue .

I mean, I agree that curry’s are shite with customer service but their web chat teams genuinely have no ability to pass your details on to other departments. It comes under GDPA breech as there’s no way for their systems to pass the chat log on (and they’re not allowed to take your details down and pass them along either as it counts as the agent taking private customer details which can lose them their job). They’ve no ability to transfer your private chat to a different department either, computer systems don’t work like that. You’ve basically taken an extremely shitty attitude with a person that has no ability to help you, and a shitty attitude will make whoever is able to help you a hundred times less likely to do so in a timely manner.

I'm not surprised to read of your experience and hope it is resolved. Please make this your last shopping with them.

We don’t buy from them now and never will again.