Curry’s washing machine saga

[Shopaholic100]

My washing machine broke down (just what you need in the middle of a pandemic), I bought another from Curry’s which was delivered on Friday but was returned as it had a large dent. That’s when the saga started.

I spoke to them on Saturday and they said a replacement was booked for Monday but I would receive an email. Sunday, no email and I’m told there was a mistake she would rebook for Tuesday, but I would receive an email. Again no email confirmation so I call again on Monday after 5 hours on the phone (not an exaggeration), I am told it’s not coming on Tuesday either. The washing machine is in stock and they have delivery slots but I have to wait until the PU department gives approval this will take 9 days then they will arrange a delivery slot and I can’t speed it up, nor can I speak to anyone and a refund will also take 9 days.

Does anyone have any suggestions? I’m at a loss where to go next and have a mountain of laundry.

AIBU to think a large company should be able to resolve simple problems like an exchange for a faulty item in a reasonable time frame especially when they delivered the damaged item in the first place, the item is in stock and they have delivery slots too😬.

Their delivery men ripped a hole in my kitchen lino. Long story short after months of stressful back and forwards both them and their third party delivery men refused to acknowledge anything was wrong and eventually stopped replying. Worst company ever and I won't buy so much as a toaster from them in the future.

No suggestions but I had this issue with a dishwasher ore oandemic, it was a nightmare

I despise Curry's. I never have had such terrible customer service as I did from them. I will never set foot in one of their shops again and I always flip them the bird when I drive past for good measure. The sooner they go the way of other chains and collapse in a flurry of administration and wailing, the better. I don't even feel sorry for the staff because it seems that dishonesty or indifference are prerequisites for working there. They are a disgrace to retailing.

Even a refund would take 9 days? Wtf?! They’re taking the fucking piss aren’t they? I would be fuming if I were you and complaining using every platform I could!

Wow looks like I’m not the only one. There seems to be a common theme

1. Keep customers hanging on the phone for hours on end.
2. Tell them what they want to hear so they go away for a while.
3. Customer care is not important it’s an optional extra.

The most frustrating thing is some staff really convince you everything is sorted so you feel relieved the hours of waiting were worth it, then you find out nothing is happening. In my experience the worst customer service I’ve ever received.

I’m not on Facebook/Twitter dayakie, I’m so glad you managed to sort out your issue.

There doesn’t appear to be any contact details for anyone higher up.

No contact details: I'm sure I've read somewhere that there's a web site that provides the email addresses for the CEOs of companies for just such occasions. Google's probably your friend here.

@Shopaholic100

[email protected]

They ignore the consumer laws and insist on repairing items when you are entitled to a refund if item faulty etc...luckily we have 2 fantastic shops near us..Van Haaren and PJ...no nonsense and staff who are not teenagers who know nothing about the products....John lewis also good for appliances.

Curry’s have the most terrible post sales service standards. I avoid them after a similar experience.

It's mind boggling that they're still in existence. In a struggling high street, far better shops than Curry's have gone under.

oh my word- have been in battle with Currys for the last week.
Bought a dishwasher paying extra for installation/recycling old machine. Got a slot for delivery 2 weeks after ordering- which already seemed like far too long. Anyway finally shows up- the installation guys call me down instantly to tell me a pipe in kitchen sink is leaking slightly, so cant risk installing it- and to call a plumber- they refuse to fit it and leave. Plumber comes and said they were lying- yes there was a small leak but it had absolutely nothing to do with the connection to dishwasher/them installing it. Says he hears this all the time- they just can't be arsed to do what they're paid to do.
Was literally on the phone alsmot a whole day trying to get hold of someone this week. On hold for 35/ 40 minutes then having to give up. Tweeting constantly- always being told someone would call me back- never happened. Live chat- couldn't help.
Finally get hold of someone who tells me next available slot is over 2 more weeks- we have a huge box containing dishwasher just dumped in middle of our kitchen/blocking access to cooker/causing trip hazard. Told her how disgusted I was by the whole thing and to refund installation and have found a local guy who is coming today. I am shocked by Curry's utterly crap service - would never order anything else with them, John Lewis all the way from now on.

Join the club mollyminniemo. Glad you found someone to fix it. I’m on the phone to them again, wonder how long it will take today. Any guesses?

They will literally say anything, amazed they are still trading too. Don’t they have any managers?

Used AO recently too (2020 seems to be a bad year for my appliances, although they did last 15 years) was very impressed polite, professional and reliable.

After one hour waiting they hung up. So I called back, after another hour they have said they will get a manager to call me, feels like dejavu. I wonder what happened to the one who was supposed to call within 24 hours on Monday.

It's time you went into the shop with consumer law printed out and insist on your refund...can you get to shop with a car and just take one away..??..Trading standards told me Currys was hidden behind a wall of companies and ultimately is registered in Israel...explains why it was so difficult for us to get hold of anyone senior !

Try and find the contact details for the CEO.

I bought the washing machine Online, will they deal with it in store?

Interesting about the ownership, still no call back from a manager. I wasn’t holding my breath.

Unfortunately white goods purchased online cannot be dealt with in stores. The store could call customer services on your behalf, but they will also have 2+ hours waits.

I posted the CEO's email address up thread, Alex Baldock. That would be your best bet right now.

And to the PP who asked if they have managers, not as many now as they've just finished making 1000+ of them redundant!

Probably not knowing them !!...Currys is the trading name of DSG retail which is owned by DSG Group etc etc...same as PC World...the trail of companies finally ends up in Israel under a holding company...??..!!
Not so unusual at Top shop / Burtons etc all have the same pattern and other stores...

OP ... in store CAN sort it ... they just choose not to advertise the fact ;-)
In store has sorted mine .. they have chats on social media and also normal customer service ... yes they have to ring but often get through quicker and also have much more clout.

Our tv came back today after it’s second repair. There was no paperwork with it so I had to phone the helpline to find out what they’d done to it. The guy said that they had done an update and a software update, which they did the last time it went in for repair in August.

So It seems like every time it tries to do an update it conks out. We’re going to wait and see how long it lasts this time and if it does it again I’m taking it back to the shop for a refund, surely if it needs to be repaired every time it does an update it must be unrepairable.

I’m making a note of the CEO’s email too just in case I need it.

@Ovenhell they really don't. I haven't worked there for a while, but when I was employed the customer line had priority over the colleague line. The only benefit would be the colleagues know what to ask for, but again, the guys I still talk to in store are now (in Covid times) reporting 3+ hours on hold to speak to technical, I would assume the delivery line is similar, but could be wrong. Overall, I would say CEO email would be more productive.

@Linnet is the unit under 12 months old? If it goes faulty again request a refund or exchange under the Right of Final Refusal under the CRA (Consumer Rights Act). RoFR states that you can reject the unit under 12 months old if it has already been repaired once.

Thanks xTinkerhrllx I’ll try e-mailing the CEO.

I’ve just read the trust pilot reviews, out of 25,631 reviews 67% gave them the lowest rating of bad. All sharing a similar story to everyone here.

We bought a fridge from Currys. Within a month, 2 of the door shelves broke. Endless promises of callbacks, they'd post me replacements etc, but nada. I've lost the will to live with it now.

And then there was the time our TV died, ordered a new one to collect the following day. According to the website, the nearest store with the one we wanted in stock was 36 miles away. DP drove 36 miles to collect it - not in stock. They were very apologetic, and said it happened all the time, and managed to find one at our nearest branch, a mere 18 miles away but in the opposite direction. DP drove over 100 miles to get that sodding telly, with the cost of the petrol we could have paid to have it delivered.

Oddly, the staff in the shops are always really nice and very helpful.

[quote xTinkerhellx]@Ovenhell they really don't. I haven't worked there for a while, but when I was employed the customer line had priority over the colleague line. The only benefit would be the colleagues know what to ask for, but again, the guys I still talk to in store are now (in Covid times) reporting 3+ hours on hold to speak to technical, I would assume the delivery line is similar, but could be wrong. Overall, I would say CEO email would be more productive.

@Linnet is the unit under 12 months old? If it goes faulty again request a refund or exchange under the Right of Final Refusal under the CRA (Consumer Rights Act). RoFR states that you can reject the unit under 12 months old if it has already been repaired once.[/quote]
Yes, we bought it in February, it was less than 6 months old when it stopped working the first time. If it goes faulty a third time I’m going back to the store with it. Unfortunately the manager there is really rude, dealt with him in August and he was awful, so won’t be looking forward to dealing with him again if I have to go back.

I’m also going to print out the info from the CRA. They told us that they could repair it twice before it would be refunded or replaced. The CRA says once. It has now been repaired twice so we’ll see what happens.

Hit send too soon, thanks xTinkerhellx