Currys.co.uk - Customer Service Review (currys.co.uk)

Member Name: cdsmiler81

Product:	currys.co.uk
Date:	14/10/09 (91 review reads)
Rating:

Advantages: Website seems well stocked, and refund was quick.

Disadvantages: Inaccurate information regarding cancelling an order.

I'm going to be specifically talking about a recent experience regarding the cancellation of an order with currys.co.uk.

My husband has been looking around for a laptop for a little while now. His is on its way out, and needs replacing. After a decent search around he decided to buy a refurbished model from the Curry's website. We placed the order, had the confirmation email, and away we went.

Unfortunately, my husband being the way he is, decided to keep looking and researching!! Soon enough he found an excellent deal elsewhere (Dell during their recent 14 day October offers), and decided to cancel the order with Currys. It being only the morning after the evening of ordering, I went through the confirmation email and its PDF attachment with a fine tooth comb. Seeing that we could cancel the order via phone or email, I opted for email (as we both had two busy days ahead with limited time to phone anyone.) What a mistake. I emailed on the Thursday morning asking for the order to be cancelled, giving all my order details. I forwarded the same email on Friday, double checking that the original had gotten through. By Saturday morning not only had I not had a reply but I also received an email saying that the laptop had been dispatched (it was due to be delivered Monday evening)!

I phoned customer services straight away, explained that I had emailed saying that I wanted to cancel my order, and was told 'Oh, we haven't had any emails from you.' And ' Oh, it's too late now, your order has been dispatched.' I questioned why they had an option to email them for cancel orders when emails were apparently not getting through, and I wasn't given a reason, simply told that it was too late. They advised me to simply refuse the order on Monday night.

Monday evening came, and the delivery men came with the unwanted laptop. We told him we were instructed to refuse delivery as we had tried to cancel the order, and he seemed absolutely fine about it. In fact, it seemed that he was very used to it!

Low and behold, Tuesday morning, I receive an email from customer services apologising for the delay in answering my emails, but unfortunately as the item had now been dispatched they couldn't cancel my order - they were basically replying to my first email!!

It's been a complete farce. Fortunately our money was refunded by the end of the week. In future, I'll always be phoning to cancel an order when necessary, and maybe I should have done that straight away - but why offer the option for people to email them to cancel an order if they're not going to bother answering until it's too late! Get your act in gear Currys!

They still get 2 stars because the refusal of the delivery and subsequent refund was done effortlessly and quickly, and their website seems well stocked and easy to use.

Summary: Always phone - don't rely on anyone being high-tech enough to respond to an email quickly!