Thread: Currys

Currys Complaints Process

If you are not satisfied with the level of service provided by Currys, you can:

• <LI type=disc>Contact our Customer Service team for purchases made in-store: 0844 561 1234 <LI type=disc>Contact us on our Aftersales line for online and telesales orders: 0844 561 1234 <LI type=disc>Email us: customer.services@currys. co.uk
• Write to us: Currys, PO Box 1686, Sheffield, S2 5YB

Senior management only give there emails out to other members of senior management. Nobody from the regular staff gets them, and even if we did, we'd be risking getting the sack giving it to you at work.

Besides, all senior management will do get someone else to send a template letter refering you to the proper complaints procedure. Also, unless you paid the extra £5 for a premium time slot, a delivery day is only an estimated day of arival, and the onus is on you to ring the delivery drivers should you require an estimated time of arrival, because (especialy on trucks doing fittings). It is extremely likely that they could get held up fitting someone elses appliance. As it says on the delivery slip you should have been given with your delivery.

Although if they've failed to delivery it, your still well within your rights to go to the store for a full refund, anytime before you've accepted delivery of the item. What they can't do though is refund the delivery cost because you've been inconvienienced, as refunding the cost automaticaly cancels the order with the company, meaning you'd have to either get it delivered into the store for free (costing the company £8 ) or leave it stranded in newarks CDC hub.

EDIT: Sorry just re-read your question. If you get an item delivered and it's damaged, you should ask the delivery drivers to take it away and refuse delivery, much in the same way as you would if you had something delivered by royal mail or DHL. Was the cooker fitted by the delivery team, if so then you may have something to go on, provided the damage isn't cosmetic, if it is, or you didn't have the cooker fitted the shop is likely to refuse the return under the grounds that you should have had the delivery team check for damage before you sign for the item and certanly before letting them leave. When signing for an item, your agreeing that the goods are the correct ones, undamaged and at the correct address or with the correct owner.

If the delivery driver is unwiling to wait while you unpack and check the goods then sign the slip with the comment

contents Unchecked ........sign

that way if you have to complain they cannot claim to say that you already signed to say the goods were undamaged on delivery

Originally Posted by manion56

it was the driver who noticed the damage and he call hotpoint. it was when hotpoint called they wrote the cooker offer.

the drivers papers were marked and signed accordingly and we both signed it!!

Drivers have no means of actualy actioning anything. They lack a store number, contact details, they're situated out of a distribution hub not a branch or actual stock holding warehouse. They can't return, replace or get other goods redelivered out to you without returning the goods to the central hub in newark, getting a customer service rep in the branch or head office to contact hotpoint for an returns authorisation number before issuing you with a new one.

In such a situation they would never, ever, leave you with damaged goods unless you had told them that the damaged goods were acceptable.

Sorry if I sound very doubting here, but the roll of the delivery driver leaves very little room for error.

They deliver goods.
They check goods.
If goods are ok, they fit them and get you to sign to say all is satisfactory.
If you don't sign, have faulty goods or they fail to deliver they return goods to the hub.
If goods are fine, they get a signiture and leave.

Obviously the delivery drivers are reluctant to get back out on the road and get there jobs done on time, so if they don't have time to hang around, do as flyingdoc says and sign with goods unchecked. That way there can be no dispute.

Originally Posted by Renzokuken

Sorry, but how does the young lady on the customer service desk, who's likely to bare the brunt of this know that those goods weren't damaged by the customer after the delivery team left.

He signed for those goods, the signiture meaning that he'd checked the goods to say they were correct, not damaged and at the right address. If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.

*sigh*

SOGA 1979:

34. Buyer's right of examining the goods

Unless otherwise agreed, when the seller tenders delivery of goods to the buyer, he is bound on request to afford the buyer a reasonable opportunity of examining the goods for the purpose of ascertaining whether they are in conformity with the contract (...)

and

35. Acceptance
(...)
(2) Where goods are delivered to the buyer, and he has not previously examined them, he is not deemed to have accepted them under subsection (1) above until he has had a reasonable opportunity of examining them for the purpose—

(a) of ascertaining whether they are in conformity with the contract, and

(b) in the case of a contract for sale by sample, of comparing the bulk with the sample.

(3) Where the buyer deals as consumer or (in Scotland) the contract of sale is a consumer contract, the buyer cannot lose his right to rely on subsection (2) above by agreement, waiver or otherwise.

What it means in plain english is that a signature is worth nothing, and I mean NOTHING, unless the buyer has had a chance to examine the goods thoroughly and make sure they work properly.

If you were sitting on customer services saying this to me, I'd be wondering why you are doing your job without knowing the basics of consumer law when your job is about dealing with consumers.

Originally Posted by GreatWonder

How do I go about protecting myself? Any advise welcome!

you already have the protection, see my previous post, it's called the Sales of Goods Act 1979 and it's very powerful legislation, sadly being eroded daily by companies which try every which way to circumvent it and try to tell you their policy is what counts (it isn't).

Manion, why don't you give us a bit more info and we can maybe assist more efficiently?

Originally Posted by Renzokuken

And once again with an extremely criticising tone you completely ignore the fact that I'm telling you currys policys, if they're outside the law, fine. Use the law against them, I welcome it. All I'm saying is, this is the argument they will use against you when you take this up at the store so be prepared for it.

No, what you said is this is what YOU would say to an already upset customer, and I quote "If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.", which amounts to an accusation that the customer is lying and attempting to defraud the store. And you wonder why customers get angry?

Originally Posted by Bookworm

No, what you said is this is what YOU would say to an already upset customer, and I quote "If I were sat on customer services I'd be asking why he's signed to say the cooker was fine then returning it claiming it's faulty.", which amounts to an accusation that the customer is lying and attempting to defraud the store. And you wonder why customers get angry?

Customers were defrauding the stores, thats why they brought in testing on all returns (that can be tested), and signing for delivery, as well as stock in transit forms for people who knowingly bought soiled goods off display then returned them for full value when given discount. Not to mention like for like returns only on software due to customers commiting piracy. What your saying is that because someone is sat behind a desk, they have no right to question why you signed for a item saying it's ok at the time of delivery, then returned to store saying it was damaged at the time of delivery. That isn't me accusing you of lying because it's a matter of fact, that you signed for and accepted damaged goods at the time of arrival.

If the drivers refuse to wait, refuse to sign and allow them to take the item away, or sign with goods unchecked and cover your ass in the event the goods are damaged.

Anyway, I'm speaking hypotheticaly as if I were the average customer service rep, as this is the general stance the company as a whole will take. I'm not saying its right to have all this red tape in place just to stop the few trouble makers who do try to rip them off, I'm just saying their argument is sound from their perspective due to the fact that goods should be checked upon recept of them and if not able to do so they shouldn't be signed for (or signed as unchecked). I can 100% understand that at the time, the customer may not have considered this eventuality, but this is why I've always been in firm opposition of a delivery driver just slapping a form infront of you to sign without explaining what it means exactly. Because most people don't bother to read them.