Currys Appalling Customer Service

[black013]

Hi,

hope someone can help.

On the 12 January I placed an order with Currys online for an exercise bike. Thi arrived on the 16th and when opened I found it was damaged. I phoned the helpline and was told someone would contact me in 5-7 working days because of the backlog they were experiencing.

After this time I phoned again. told to wait 3-4 working days. No one contacted me. Phoned again, told this time no one would have contacted me because that is not how the system works. A set of returns labels had been requested on the 16th of January. I was asked to wait for a few days more to see if the labels would arrive, they didn't.

13 February phoned again to try and arrange to take the bike to Currys in Lincoln. Not allowed, Currys and Currys online are seperate companies, so I was told.

14 Feb phoned again, told returns labels sent out and would take 5-7 working days.

22nd Feb phoned again as no labels, tried for collection from Currys in Lincoln. given same old story "so sorry, will request labels again". Was told a manager would get back to me. Got the number of the switchboard so contacted them asking for the MD, but only got his name, an e-mail address and an address to write to him.

27th. Phoned again, managed to talk to a supervisor. Told the first set of label requested were on the 14th of Feb and not on the 16th of Jan.

Phoned head office and asked to speak to the MD. Told only way to contact him was to write to him at a different address to the one I received on the 22nd. I was also given his PA's e-mail. Have e-mailed both and drafted a letter to him about this.

6 weeks trying to get returns labels, and If I ever receive them I have to contact the courier to arrange a pickup date,

So where do I go from here. Your help and advice is greatly needed

Many thanks

[Chesterexpress]

If you check out the customer service information on Currys website it does state that you can return the item to a store if you wish for a full refund. Currys shop online for appliances, laptops, televisions, MP3 players, sat nav, digital cameras and camcorders, games consoles and more

[black013]

Hi chesterexpress

because it was ordered online I was told the store will not accept it for return. I have just tried to get through to my local store in Lincoln, and have been told they will not accept the item for return.

[Chesterexpress]

Sounds like they are giving you the runaround. Taken from website "What happens if my item is faulty?

• Return a faulty product to a Currys store with your receipt or phone Aftersales on 0844 561 1234 to arrange a collection "

[black013]

Hi Chesterexpress

the telephone number is the one I have used to contact their supposed 'customer helpline' to no avail. I am going to try and take this to the shop tomorrow and see what happens. I will print off the page from their web site and show them that if I have any problems with the store.

[black013]

Hi chesterexpress,

spoke to a customer advisor again, who knows his job. He was amazed that I was still waiting for labels after 6 weeks. Confirmed I could return the item to a Currys shop. I then spoke to his manager who again confirmed that I could do this. Have nothing but praise for these 2 people.

Will be returning the item in the next few days, so will keep you posted.

Many thanks

[Michael Browne]

Will be returning the item in the next few days, so will keep you posted.

Suggest you take a print out of the returns policy from the website. Stores hate taking back items bought on-line because it affects their sales figures. Not that their accounting systems are any of your concern, but just to be aware not to take no for an answer

[gyzmo]

You could also get currys to pick it up from you. They have already breached the distance selling regs and should have provided you with a refund (which is not dependant on the return of goods). I would contact them again demanding the refund and require them to collect the items or send the psoting things. If they do not, you can keep he goods and stil demand a refund.

[black013]

Hi All,

thanks for the replies, but I have now returned the item to the store successfully, and the assistant who took back the item appeared a little annoyed it had taken this amount of time to get things sorted out.

Now, I think some compensation for the telephone bills, stress and aggravation over this sorry episode of poor cutomer support. Any suggestions?

[Chesterexpress]

Well done, as for the compensation you can but try.