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😬.

@Linnet you don't have to go back to the same store you purchased it from if you can easily get to another store.

And depending on when you last went to store, the same manager may not be there. On September 14th 1000+ managers accepted redundancy and the ones who were left were moved around a bit, so you might strike lucky!

Our local store is 5 minutes from the house. Next one is 20 miles away. Maybe if we have to go back we’ll get lucky and the rude manager won’t be there. Of course fingers crossed we don’t have to back at all.
Thanks for your help.

Good luck Linnet.

Urgh I had a nightmare with Currys too when I bought a washing machine a couple of years ago.

They delivered the machine but fitter said he couldn’t fit it because the tap was seized up and he couldn’t touch it and I’d have to get a plumber out. Was told the machine would be taken back to the warehouse and they’d arrange re-delivery once I’d sorted the plumber.

Luckily for me my DP is a plumbing and heating engineer so he was able to come sort the tap the next day for me.

Contacted Curry's to advise tap would be sorted next day so could they arrange redelivery and the installation I had paid for. After having to constantly chase them, due to their promised calls to me not happening, was eventually told my washing machine was no longer in stock? I asked how that was possible when the machine was supposed to be sitting in the warehouse they’d taken it back to, waiting to be redelivered? They gave me some bullshit excuse (to basically hide the fact they’d re-sold my machine to someone else) and I was then told I’d have to wait until it came back in stock to get it re-delivered, which wouldn’t be for another 2 weeks.

I complained and got some money refunded for all the hassle, but their level of service was just appalling.

I’ve just ordered a new cooker that’s being delivered tomorrow - I made sure to avoid buying from Currys this time!!

Good decision browneyes77!

My mother in law bought a dishwasher from them which gave up after 9 or 10 months. It took 3 months of calls, emails, tweets, messages to get it sorted. I was the person who had to deal with them and it was just embarrassingly awful customer service. Would be very reluctant to buy from them again.

I’m surprised curry’s are still in business frankly, their customer service is generally abysmal and I’m surprised the general public aren’t put off completely by now

Amazon trumps them in every possible way.

Never shopping in curry’s again. We recently brought a smart tv for DC room, had to take it back that evening as was faulty, kept switching on and off. It took us 4 attempts until we purchased a smart tv that worked. Would have normally given up on second attempt but DC was missing online gaming.

tinker .. they really do ... I was in there last week sorting my oven out, I bought it online and eventually went in store for them to sort. They were on hold for 20 minutes but in that time also had advice from the social media team.

However there’s now a ‘logistical error’ with my order, whatever that means .. prob in house term for can’t be arsed to help ... so I think I too will be using the email given in here.

That’s what I’ve found too, just when you think everything has been sorted you discover it hasn’t and the circle continues.

Update on my own circumstances .... the ‘logistical delay’ was a blatant lie - it actually meant they’re not delivering and installing my new oven as promised and agreed, as there’s a difference in price between this and my faulty one, and they’re not covering the cost. Despite ALL of this being made aware to them and them agreeing to cover the cost and then giving me a delivery timescale etc - all through a colleague in store who sorted this all out on the phone with them. So instead of saying the online side made a mistake but they’re still going to honour it, they decided to rescind their offer/obligations and say NOTHING to me AT ALL. When I went back in store that’s when I found everything out. After much debate and insistence on my part (as the instore colleague now took the side of the online colleague), an online manager got involved and I have been promised my new more expensive oven and free installation again, they are covering the difference in cost. I have now received my new receipt details with delivery date next week.

So hopefully, I’m now sorted. But as I said before, I Will NEVER EVER buy from Currys again. Not even for something small.

I hope you get sorted OP. You need to be VERY firm and insistent.

shopaholc100 Didyiu ever get your washing machine problem sorted out?

We got our tv back on September 23rd and today, 3 weeks and 1 day later it won’t switch on! Guess what fun thing we’re doing tomorrow morning.

I’m going in armed, I’ve checked out the consumer rights act about the final right to reject, which xtinkerhellx mentioned. I’ve also checked out the which guide to returning faulty items so I can quote that at them too.

I’m hoping to come away with a refund so we can go buy a new tv somewhere else.

How did you get on ovenhell?

shopaholic100 sorry I Spelt your name wrong

Join the Facebook group Curry's complaints & refunds, they have Alice Beer from Watchdog on board, have loads of advice, email addresses & hacks to get through on the phones quicker. I ordered a smartwatch & earbuds during lockdown, paid for next day delivery, total of £458, nothing arrived, Currys claimed that DPD had lost them, DPD said they hadn't received them. I spent 3 days on the phone trying to get through & when I did was told I would have to wait 14 days for them to investigate. It took a month for them to be delivered. Place Trust Pilot reviews, use twitter & give negative reviews if they send you customer satisfaction surveys.

I'm impressed you actually managed to talk to anyone. I ordered a dishwasher paying the extra charge to remove my old one for recycling and plumbing the new one in. They couldn't get my old one out so left the new machine. Since then I've tried to sort a refund for the extra services (they sent a knowhow customer satisfaction survey but when I put 0 in I was opted out!!). When I call Ihave to listen to the interminable stuff before I get to the menu options then another menu then blah blah blah thank you good bye! I've tried the webchat (it's a bot so can't answer any questions). So I'm going to the store tomorrow.
What I really expect was for the delivery team to note that they could not fulfil the services and that I would get a text saying I would get a refund - that's how it should work.

@Linnet buy your tv from Costco. All come with a 5 year warranty. They never quibble on returns either.

I did indeed receive my new alternative oven! They fitted it free .. it works like a dream!!

I should never have had to fight like I did. Currys should be ashamed of themselves .., but they’re actually not bothered at all.

I hope everyone gets their replacements/refunds ... but I fear you only will if you go in store, guns blazing.

Well we duly took our tv back to curry’s and explained that it was faulty and that we’d like to return it. The girl said that she’d have to get a manager as it’s up to them whether or not it gets replaced or repaired. I said it had been repaired twice and I’m now rejecting it. She went to get the manager, who when I asked for their name found out that it was not the horribly rude man we dealt with back in August. It would seem that he’s either been made redundant or moved elsewhere as there are three managers and they are all new.

Anyway, new manager comes along I explain all the problems, repairs etc and he says not a problem I can get you a replacement tv, it should never have been fixed the 2nd time which tv do you want? I could have hugged him. So we have ended up with a slightly more expensive tv than the one we had which is also a little bit bigger and we are quite happy. We will also get what’s left on our repair policy refunded to us as that finished with the old tv.

So all in all a good result, but we shouldn’t have had to go through all the stress. My dh mentioned the cost of sending the tv down to England to get repaired and how they’d done that twice and we talked about what they had replaced. The manager told us that it costs £70 to send the tv down to England, which they did twice, and to replace the screen would have cost £200. So they basically spent the cost of a new tv just fixing it.

Good luck to everyone else

Just coming back to this thread to say that after my disaster experience with Currys, I opted to order the new cooker I needed from Argos.

Couldn’t have been a more different experience. Guys arrived with cooker, they took the time and attention to ensure it was installed properly so it was connected correctly, level with my worktops and didn’t wobble. They showed me how it worked, what to do when I first used it (getting rid of the smell) and even set the clock on the cooker for me.

So take a look at Argos when buying stuff. I had a fantastic experience with them! But to be fair I’ve never had a bad experience with Argos and their customer service has always been great, which is why I decided to use them instead of Curry's this time!

@earsup

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...

Currys is a diabolical company, atrocious staff and customer service. It is not anything to do with Israel though, where did you get that misinformation? The address it's registered to is in the UK - 1 PORTAL WAY, LONDON.

We had numerous failed deliveries. We would get a delivery date and end up with multiple no shows and damaged goods followed by a failure to collect damaged goods or respond to emails

Surely the CEO must be aware of the customer service and delivery standards. You’d think they would tackle things head on

I had the same with a laptop that broke whilst under warranty. They refused to replace, caused all sorts of dramas with the unhelpful customer service team that went on for a week. Emailed the CEO and it was sorted in 3 hours.

Will never use them again!

I have had so many issues with Currys, their customer service is diabolical and their customer service' staff lie, fob customers off, pretend they've sorted things out when actually they haven't, they just tell customers that to get them off the phone. I've had to spend hours on the phone to them everyday and they tell you a different story every time, make promises and never fulfil them, instead go back on them and pretend they were never made in the first place insinuating customers are lying. Bad quality products, no after sales and terrible customer service. No managers come on the phone, they do 'manager call back requests' that never get fulfilled either. They do not honour their promises at all. Not sure how they're still in business and how their customer service staff and managers (who are equally as bad and rude are even employed in the first place.

I'd advise people to stay away from Currys and shop elsewhere with retailers that value customers.

That's fab you got your issue sorted. What did you write to the CEO?

The guy should do something about the atrocious customer service, staff and managers there, does he still not know what's going on?!

I just detail the complaint and my experience. Couldn't argue with it really as they were at fault!