* Prices may differ from that shown
It was high time we needed to buy a new fridge in the Jewell household as our current one was just not efficient anymore and was getting seriously overworked. Currys is such a reputable company in the sale of household white goods and other electrical equipment that we decided to buy a sparkling new Hotpoint fridge from them (via their online website) since they were offering pretty good deals at the time but it was at this point that things started to go wrong with a tale of three villains. The worst of the villainy came from our local Bracknell Currys store, but their online website and suppliers Indesit and their (un)helpline were not blameless either, but I feel this review is mostly about the in-store customer service we received hence placing it in this offline store category. First things first though, a little more about Currys PC World and how they rate as a shop in general (at least in Bracknell). So they do pretty much offer the whole shebang, you can get washing machines; washer dryers; tumble dryers; dishwashers; fridges; freezers; fridge freezers; cookers; hobs; microwaves; toasters; kettles; irons; hairdryers; fans; heaters; vacuum cleaners; steam cleaners; TVs; DVD/Blue-ray players; digital set top boxes; gaming consoles; cameras; memory cards; binoculars and telescopes; phones; radios; music players; satnavs; broadband; computers; printers, and computer accessories. That's a lot for one store! Obviously though there can only be a limited number of items from their repertoire in-store which means even if something is on their website it is not guaranteed to be available to see onsite and mostly just the more popular items seem to be on offer.
Currys do provide a fairly extensive range of products with well-known brands for a good range of prices so can just as easily splash the cash or go budget especially taking advantage of frequent sales depending on your needs so this is the kind of store for the average Joe, though for more specialist products that may need a more expert hand this many not be the store of choice as there are some doubts about the training and expertise the roaming staff seem to possess. Personally, I feel that unless you are after a product you really want to see and possibly have a fiddle with, you'd be better off buying via their website to avoid the disappointment of it not being in stock and take advantage of the home delivery option (especially for bulky items that you don't want to be lugging about). Home delivery for purchases made in-store are subject to the same timeslot system as online so even if you buy a purchase, with home delivery you may well have to wait several days before receiving your good, so if it's an emergency buy you may have to make your own arrangements if you want to pick it up immediately.
Our first experience with the Bracknell branch of Currys PC World came when my sister was looking to buy a new laptop but not being the most technically savvy she wanted me to come along and offer my slightly better knowledge. We had a little browse and noticed a couple of potentials but it took quite a while to grab hold of an assistant to help. When we explained our requirements about being able to run a memory hungry specialised piece of software it became slightly obvious that they didn't necessarily know which would be the best model for us (i.e. they were clueless and had never heard of the software) and that we probably had a better idea than them (we felt they may have been trying to upsell us to more expensive models...hmmm). Also, rather patronisingly, the sales assistant having discovered neither of us had used Windows 8 before offered up the challenge of working out how to switch off the computer for a reward of a free 6 month insurance package only to be rather taken aback when I did it straight away. It's not exactly rocket science. When we decided upon the perfect model, lo and behold it wasn't in stock. On to our second choice - one left. Plumping for it, it took a good twenty minutes to locate as it had mysteriously disappeared in the bowels of the warehouse only to come out in opened packaging plus it had obviously been used as a display model since it was already set up with a user profile. He tried to blag his way out of it, saying it must have been set up in error alongside another one so was put back and was still brand new despite its dustiness, but feeling uncomfortable we declined and ended up buying a laptop online elsewhere after more time to deliberate. Score none for Currys.
So on to the fridge debacle. Having plumped for our Hotpoint fridge (which unbeknownst to us was actually supplied by Indesit) via the website the whole procedure was pretty smooth until trying to select a timeslot for delivery at which point gremlins overtook the system and always reverted you back to that same page no matter what button you pushed. Thankfully a call to their helpline operated by a most helpful individual allowed them to manually set our timeslot which was the last good thing they did. On the day of the delivery we received a phone call announcing their imminent arrival and our fridge was delivered with no problems (albeit with no obvious protective packaging either). Following their instructions we waited the appropriate time to allow it to settle before switching it on then waited for the coolness to commence. The next day...no coolness. My father, being an electronics engineer guessed the problem was a failed compressor and wanted to take it back to get a refund and a replacement as we were now without a fridge.
Phoning up Currys' helpline to ascertain the returns procedure proved impossible as all routes led to Indesit's own helpline (an irritating automated service) which resulted in telling us we'd need an RA number to get a refund and in order to get one of these an engineer needs to check the machine...the next available time being in 5 days' time. So we'd be left without a fridge for a minimum of a week due to their shoddy merchandise. Their next astounding piece of advice was to contact our local Currys to see if we could take it back to them (still impossible since all calls lead to Indesit). Driving in to the Bracknell branch we were told that yes, we could bring the fridge in and get a refund...liar liar pants on fire. Doing just as we were told, we brought the fridge in at least being given assistance to get it into the store and then we were allowed to select a replacement that was all packaged and paid for. When it came to refund time we were then met with an immovable wall of insulting disbelief as the deputy manager at first didn't believe that there was anything wrong with it and that we should wait at least 48 hours for it to reach its cool temperature. Dad, the electronic engineer told him "poppycock" or words to that effect. We were then informed that an engineer needed to see the machine to get an RA number so a refund wasn't possible so now we'd paid for two machines (not great if you are very short of funds). We were also told that the machine had to be tested at our location and that we would have to take it back home. As a gasket was very nearly blown they finally relented and told us they'd get an engineer to check it out in-store and get back to us with a phone call within a few days...
...which never came. Eventually phoning up the Indesit helpline to confirm an engineer had seen it we then went back to the store where the deputy manager apologised and informed us that the paperwork was ready to give us a refund...if only they had a working pen. After establishing there was no working pen in-store we provided them with a pencil and got the ball rolling...as far as them phoning up their appropriate department to discover they couldn't get this ever vital RA number because the engineer, who had confirmed it was indeed a compression failure, had not done it at our residence but in-store so yet again no refund was possible. The next to useless manager was called, and recognising that a serious eruption was likely to occur thankfully yielded and gave us the refund without this seemingly essential RA number and we went off on our merry way with our fully functioning BEKO fridge vowing to avoid Currys like the plague from here on out. So that was at least an hour wasted on the phone with 4 different calls at our own expense trying to sort a return out, an hour wasted in-store the first day arguing about getting a refund an another half an hour wasted on the second day actually securing the refund. All in all, Currys put up a bad show on this occasion.
So, two attempts to buy things from Currys and two bad experiences. I can't say for sure that they are terrible at sales and customer service but it sure looks that way. In the Bracknell branch, the staff are difficult to get the attention of, don't exude a well-trained aura and were a little heavy handed with their sales technique (perhaps pushing for commission?) with one being a little patronising towards two girls trying to buy a laptop. The managers seemed weak and ineffectual when it came to returning our very defective fridge and caused a lot of unnecessary aggravation with their lack of communication and zero understanding of how their own silly procedures work. Their website was also glitchy, but on the bright side their prices and range of products were pretty good and the delivery was a smooth procedure despite the faulty equipment and if I ever decided to buy from them again I'd cut out the store and just do it online to save dealing with them in person. Still we do now have a working fridge out of it (not through Indesit this time) but we'll see how long that lasts as I'm not feeling a whole lot of confidence...it may have just been an unlucky experience but I wouldn't recommend dealing with Currys if there are other convenient stores selling your products as you won't be able to count on decent customer or aftercare service.
On 28/03/13, I went to a Currys outlet in Sheffield at Heeley and I spent some time in the store talking with the sales assistant to find the best laptop for my wife who is disabled and is her main form of entertainment and communication. That day I purchased a laptop - a SAMSUNG NP3530EC, on a price plan over 10 months (£51).This laptop was the best gift I bought my wife, she was very grateful and appreciate. She treasured this item, looked after it well and when not in use, it was stored safely away in a cupboard.On 03/04/13, the laptop appeared different when we switched it on. A portion of the screen was not showing properly and appeared to have a 'leaf' on the left hand side. Thinking this was a system error, I contacted Microsoft that same day through a live chat. During the chat, I sent a photograph from my Ipad to the technician who then phoned me to say that this was a physical fault.The following day, after work, I went back to the Currys store to show them my problem. I spoke with a Mike who stated that it appears as if the computer was damaged. I explained to the person that the laptop has not been damaged and was properly looked after by my wife, stored safely away in a cupboard.This person was very unhelpful, stating that I would have to pay a repair fee of £50. I stated that I should not have to foot the bill as I know how it has been looked after. He also stated that I should have got the insurance cover. As they would not repair it, I then asked for a replacement or a refund, to which he and his Manager (who I asked for) declined stating that I had damaged the product and this, would not be possible. I also stated that I would contact Trading Standards with regards to the situation and Mike stated that they would agree with him and his assessment.I then left the store with the laptop and went home. I then phoned Currys Customer Service department. I retold my story to them and that I wanted to put in a complaint, i was told I would hear from someone within 7 days. On the 10/04/13 (6 days later), I had no response from Currys so I called them to find out what had happened. Upon speaking to that person, I found out that my complaint had not been looked at. I voiced my frustration and asked for something to be done as this was poor service.The advisor spoke to the store and it was arranged that I take my laptop to the store and that they would take pictures of the machine (also keeping it in store with them) and send an e-mail to Samsung. I have a paper copy of this e-mail which I requested. The e-mail stated that there is no visible damage to any area of the computer and I will attach a scan of this for you to see. I was told that Samsung could take up to 48 hours to respond.On 12/04/13, I phoned Currys whilst on a break from work. I stated to them that 48 hours has almost passed and I would like to know what is going on. My wife then received a phone call (within 10 minutes of my initial call) from the store. He stated to my wife that Samsung have just got back to him and that they had seen the photos and they agree with him that there is damage to it (contradictory to the e-mail he had sent on 10/04/13) and they would not be prepared say that this was a fault. My wife found him to be arrogant in his manner and not very understanding.My wife then phoned Customer Services and spoke with and voiced her frustration at the whole situation. He stated to my wife that the store should have at least, offered to have it sent to Samsung to be looked at and waver the repair fee if they found it to be a fault. He then stated he would be the direct contact and would be the liaison between us and the store.Customer services contacted my wife again and informed her that the store had told him that Samsung have seen the machine. My wife stated to that all they have seen are photos.Upon my return home, my wife then received a call from the store (who was not supposed to contact us). He stated to my wife that Samsung are quite happy with the situation and they do not want to see the laptop personally and that is it. My wife found his tone to be sarcastic and seemed overly happy to be giving us the information.At this point, I was infuriated. I then phoned customer services, who had just received the same news from the store, I told him that he had just phoned and how he spoke to my wife and how she was affected by the situation (including their manner). They responded that he should not have phoned the house.Customer services stated that he would bring this situation to the attention of his managers. As this was just before closing time, he informed me it would be early the following week before we hear anything.By 16/04/13, I did not hear any news, so again I contacted Customer Services and left a message for them to contact me. I repeated this on 17/03/13 with no response and then 18/03/13.I eventually got a call to inform me that I would need a third party to look at the laptop and get an assessment from them. I informed them that this was not possible (due to money constraints) and that I personally should not have to do this. He offered me the other alternative of having the laptop sent to Samsung but I would have to pay the courier fee. I stated to that this was not an option.I also stated that I am ready to contact Trading Standards (as I held off so I could deal with Currys directly) to which he advised me to phone instead of writing, he also added that he would speak with Samsung and try to help the best he could.I phone my local Trading Standards - the advice line and they informed me to quote the Sales of Goods Act 1979 and write a letter of complaint directly to Currys (send it by recorded delivery). I then phoned Andy again and informed him of the advice they gave me.Customer services had spoken with Samsung and that they have offered that the laptop be sent to them and they would inspect the machine, wavering the cost of courier and repair if they found the laptop to be faulty and not damaged. However They said that I had to go to the store and set this up, I said that this was not a good idea due to my recent dealings with that store.However could not get in contact with the store whilst he was dealing with me (I was on hold) so he was sending them an e-mail. I also asked for a Manager to contact me as the entire situation, I felt, had not been dealt with both by Currys and Samsung. They phoned me back to inform me that a Manager will phone me on the 22/04/13.I had to make three calls on 22/04/13 until I was responded to by a manager, who stated that the other manager (who was supposed to call me), did not get a message. They offered to go and look at the machine personally the next day and call us back.On 23/04/13, my wife recieved a call to state in fact that there was physical damage to the screen (despite us knowing that there was not). The customer services stated that if this was not the case (instead of a possible manufacturers fault), that they would send it to their team and assess it. If they deemed it accidental damage, that we would have to incur their costs.All we got was sorry for the horrible service we have recieved but you have to pay out money to have a working machine. We are collecting he computer and intend to sell it as spares as we see no other options.I have never been treated like this by a company before, the entire situation has been an unnecessary process and mentally straining for both me and my wife. I feel the store has been inconsistent with me and Currys' own customer service team and I am stuck with a bill with nothing but a fault machine and a heap of grief. I would like to warn people about this and see if anyone else has had issues.
We bought a Nexus 7 from Currys / PC World last December. There were several problems and after a few weeks the device became essentially unusable.
We eventually returned it to PC World who informed us that it would need to be sent back to the manufacturers for repair. We were told turnaround time would be about 10-12 days. Well, that didn't happen. On phoning the local store - when we finally get through to someone - the stock answer is 'it hasn't come back'. Promised return calls fail to materialise and emails to customer services result in automated acknowledgements, but no actual replies. If you press them, all you get are standard responses referring to 'our policy'. Nobody cares about you - they already have your cash after all!
The Sale of Goods Act requires matters of this sort to be dealt with in reasonable time and without causing the customer significant inconvenience - I am quoting the actual wording here. It would appear that I am left with no course of action, but to go through the Small Claims Court. So be it.
However, a word of advice: You might find that PC World offer something at a reasonable price, BUT IF SOMETHING GOES WRONG THEY JUST IGNORE YOU!
I will never ever buy anything there again and hope they'll join Comet on the scrap heap.
After we were told (after our guaranteed delivery slot) that due to health and safety and infact ' our drivers havent turned in for work' we were then expected to take another unpaid day from work to wait for our washer. We paid £95 for an integrated fit. The engineer said he could not do it due to health and safety. So we booked a professional plumber who fitted it and stated that the fit was totally straight forward and one of the easiest he had attended.We still await to hear from Currys after severAL E MAILS AND PHONE CALLS. Customer service said the manager may ring you back if he has timeas he is busy !!!!! 24 hours later still nothing. This company clearly feels they have the monopoly, which lets face it they have now. Come back Comet all is forgiven.
I recently needed to purchase a fridge freezer and a washing machine for my new house. After looking briefly on the internet I decided that Currys definitely now has most of the market now that Comet has gone - so off I went to look in store. I aleady had a good idea of what I wanted so once I had checked it out I asked someone about ordering.
Everything was fine until they came to try to sell me their after-sales service, incase anything goes wrong with the products. I really didn't want it and made this clear (it was £10 a month on a direct debit!) but they just would not continue with the sale, pushing this service to sell to me. After about 15 minutes of me listening to them blabbing on and me shaking my head, the assistant went to talk to his manager, 'to see what he could do'. He came back and said they could offer me free installation on the washer (saving £20) if I took out the 'breakdown' service and one month free cover. I asked if I could cancel after a month and he said yes. So now I have it even though I didn't want it and I have to remember to cancel it.
The delivery was also messed up. They stressed in store that I would get a phone call half an hour before the van turned up (as i don't currently live at the property). They phoned me and said they were outside the house!! So then I had to rush like mad to get there as quickly as possible as I was scared they would leave and then charge me a cost to have it re-delivered. When I got there the delivery man said his phone was broken so he couldn't phone me (but he'd phoned to say he was outside!?).
They sold me a £500 faulty gas cooker, i'm in the process of complaining about them to the tradingstandard
I had seen a laptop I liked on the PC World and Currys website, so decided to go to the shop to see it in person. This review is a story of both PC World and Currys, but as they're owned by the same company and sell exactly the same products at the same prices I think I can be forgiven for lumping it into one.
While I was having a play with the demo model in PC World I noticed that I couldn't scroll using the touchpad. I asked a sales assistant how to scroll and he played around with it for a while, looked at the settings, then pronounced that this model does not have a scroll function. Weird, I thought it was standard. I decided to investigate and found that I couldn't scroll using any of the HP laptops. Another sales assistant was hovering by now so I asked him the same question and he played around for a while, then said "I don't know, sorry".
I decided to try Currys next door, so I went in and asked an older sales assistant. He at first said that it wouldn't scroll because it has a demo version of Windows installed, had a look at it and said that it doesn't have arrows at the side of the touchpad, so that means it won't scroll. When I pointed out that my laptop doesn't have arrows but does scroll, he made up some massive story about how it's now been legislated (!) that all touchpads that scroll have arrows at the side, and all the ones that don't scroll don't have arrows at the side. This is to stop consumers from getting confused. Well, by this time I was very confused. A laptop that doesn't scroll? Unlikely. He suggested that I buy an 'essentials bundle' which included a mouse with a wheel, and I left the store.
When I got home I Googled it. The laptop I was looking at has a touchpad that supports multi-touch gestures, including a two finger scroll. That was it, just use two fingers instead of one and it'll scroll! So PC World Guy 1 who decided that it doesn't scroll because he couldn't do it was wrong, PC World Guy 2 who told me he didn't know at least gets one point for honesty but minus two for not actually looking it up, and Currys Guy who fed me weird stories about why it wouldn't scroll was also wrong. And a liar. Why make up these ridiculous stories when you could just go check?!
I wish I could say I won't be using them again, but the laptop I want (that does scroll!) is only available through these clowns. I'll think I'll order it online so I don't have to interact with their staff.
With You in Mind....what a joke.
We ordered an ipod touch and dock online as a present for my Daughter's birthday. We were not in when the courier delivered so apparently it was "left" with a neighbour a few doors down and opposite, who we do not know particularly well. This we found out by e-mail when chasing where the item was.
My first complaint is that at no time did I give permission for my items to be delivered to anywhere other than my address. I may not want any neighbours to know what I am purchasing.
As instructed in the e-mail it became our responsibility to go to the neighbour's house to get our delivery. We did so. This neighbour does not have my items. In communication with Currys all I wanted was for the items I have paid for to be delivered to me. It is not my concern that the Courier has effectively lost my items as until they are in my hand and signed for by me, they are not technically my possessions.
However, Currys are not prepared to send out another item, despite a heated phone call where I made it quite clear that the customer service to date has been unbelievable, until a full investigation has taken place, which will take at least 48 hours.
If Currys really did care about the customer they would deliver the items that have been paid for and then try and find the items lost by the Courier. I look forward to hearing back what my friends at Which? have to say regarding Consumer Rights.
Currys....Shop elsewhere if you are in your right mind!
On the 31st of March, I bought a laptop from a Curry's store on Tottenham Court Road in London.
All was fine for a couple of weeks until my charger stopped working on the 24th of April.
I went to my local Curry's store after this to check. I explained the situation and they told me to bring the laptop to the store. They told me they would replace the charger there.
After bringing the laptop to their store, things changed dramatically. They were not able to give me a charger from the store, even though there was visibly no shortage of chargers. They told me that I had to contact the manufacturer of the laptop - ACER - and see with them. They would not do this for me, but instead gave me a number to call. They even went so far as to suggest buying a new charger in their store which would have cost me about 50 pounds.
As this was a bank holiday, ACER was not available.
The next day, I tried phoning ACER. They immediately told me that this is a Curry's issue as it falls under their guarantee. I phoned Curry's customer service who told me the store should have replaced in the first place!
I cannot believe the incompetence I have been dealing with. The in-store personnel didn't seem to have the faintest idea of how to handle my complaint either.
I am seriously disappointed with Curry's and am 100% certain that I will never shop there again. People should be aware that shopping at such stores means low prices, but very poor customer service.
Bought a camera from here and also bought the 3 year extra insurance. At no time was any returns policy explained to me, and the assistant opened the product in store to check the contents BEFORE we bought it. After trying it out, the indoor flash pictures were terrible, so we returned to the store. There was absolutely no compromise here. The box was opened therefore no return, even though it wasn't even us who opened it! Even after showing them the pictures which were obviously far too dark, the manager said he could see no fault in his opinion, so basically tough! In the car park I rang customer services who asked me to e-mail them a copy of the photo. Ah I thought, some decent service at last. Wrong! They e-mailed me back saying that although they empathised with me, they could not help. So I am stuck with a useless camera and £100 worse off. My advice, don't shop with this company. Once they have your money you can wave goodbye, as they don't want to know!!
I bought a gas cooker from Currys. In the first year the grill had to be repaired for the same problem twice while it was under manufacturers warranty. It is now 18 months old and the same fault has occured again.The manager at Currys Cambridge told me it would be covered because the fault started within the first few months of purchase. Currys now refuse to agree that this is an ongoing proplem and will not help beause I did not buy an extended warranty. Customer sevices were rude and unhelpful and refused to let me speak to a manager or give me their head office address or telephone number and I was put on hold for ages, then transfered to the wrong department. You can not get in contact with your local store if you have a query.
At the same time I bought the cooker my son bought an Advent Altro notebook (we spent over £1200 that day in Currys) Within months the lettering on the keyboard began to wear away and some keys have lo letters on them. Currys say that this is "fair wear and tear" and not covered on the £150 extended warranty we purchased that day. What good is a keyboard that you can not see to use? Currys were my main electrical retailer but never again will I hand money to someone who has no respect for me. My star rating would be zero if it could. I hope Currys head office will read this and take notice.
I recently visited the Currys branch near Tottenham Court Road tube station.
I went in to buy a laptop sleeve or bag, having recently purchased a netbook from PC World. I couldnt remember what size the screen was so asked staff if they could find my netbook, and tell me which covers would fit it. I found someone to help me straight away despite it being a saturday and very busy. The lady was very helpful and even tried out fitting my laptop equivalent into several cases.
I found a netbook hard case by Acme which has a hard front and cushioned back. The design is swirly old style flowers like wallpaper and Im very happy with it for £25.99.
I also asked advice about getting a Sony Reader as I commute everyday and was given some great tips about what sort of reader to buy and how you get books downloaded.
Currys sell all sorts of digital equipment like cameras, laptops, netbooks, video cameras, computers, all the accessories to go with anything you can think of including batteries, SD cards, carry cases and insurance. I can recommend this particular branch as they were so helpful at the end of a busy day.
This returns policy malarky is ridiculous. I wish I had read the reviews before I ever bothered myself. I decided I wanted a kindle, and, instead of being a sensible person and buying it off Amazon, I thought I would support high street shops and buy it from Currys, as it was the same price.
Without getting too into it, I decided I didn't like it. I needed a better web browser and I needed something with a backlight, so I could read at night while my boyfriend slept. I went down today, two days after buying it. I had opened the box, but all original packaging, including the protective plastic covering was still on. I had turned it on, tested the browser, and that was it.
First I was told by a Sales Assistant that I could return it, then I was told by another that I couldn't return it, and that an exchange was 'at the managers discretion'. A woman came bounding over, who I can only assume was the manager. I explained my case to her and was told that it was against their policy to return things opened as 'nobody wants a used kindle'. I asked for an exchange, she said no.
I then started on my excuses. Now I work in a shop, and I know for a fact that if a customer came into our shop and said even one of these things, they would be offered either an exchange or gift vouchers straight away.
1. I said that the description says 'Even read in bed at night with quieter page turn buttons that let you read the night through without disturbing your partner!' online, which I assumed meant I could read it in the dark, since having the light on is distubing to my partner! I said that I was only aware that the product didn't have a backlight once I had opened the box. In response, I was told that I 'should have asked the sales assistant'.
2. I said that online there is a 7 day returns policy that states you can return things if they've been opened, as long as you haven't used them. She said that that didn't count for instore purchases. I said that as they only have a dummy model on display, it was impossible for me to see how it really worked. I was told that this 'didn't have anything to do with it.'
3. I stated that I wasn't told of this returns policy when I was purchasing it. I was told that I 'should have read the receipt'. People only read the backs of their receipt when they want to return things.
The manager offered me no compromise such as an exhange or a reduced return. I have heard of a 10% less refund, but this was never offered to me. I would have accepted it just so I never have to deal with this company again.
I had gone into the store ready to exchange my kindle for an ipod, which costs £60 more. However, they have lost a customer for life and I will tell everyone I know not to shop at them, or any of their sister companies. I have emailed, but after reading the reviews here, I really don't expect much to happen. I wish I had bought it off Amazon, as it seems that they return Kindles if they have been opened.
I am completely appalled by this though. I am so glad I work in a shop where the customers are treated as they should be. If a customer makes a fuss, you give them what they want. They are the people that pay your wages. I am not happy with Currys.
P.S. Does anybody want to buy a brand new Kindle? :)
Don't give them any money - if you do, you will receive a faulty product if anything at all, you will never get your money back or a replacement but it will cost you time, money, energy and your sanity trying.