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Currys are an absolute disgrace


Hoonercat
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Hi

I will try to make this as short as possible.

28th July I bought a Beko Fridge Freezer at Currys Crayford. 2 weeks later the water dispenser leaked, flooding my kitchen (big dispenser, small kitchen, bad idea). Tested it overnight with a small amount of water and it leaked again. Phoned Currys customer service and was told to contact Beko and tell them I wanted an exchange. Did this on 16th August and received an email back saying they could send me a new dispenser or speak to retailer for exchange.

Currys 28 day policy on faulty items is quite clear: customer will be given the option of repair, refund or exchange. There are no t&Cs attached to this on either the website or the blurb that came with purchase.

Went into the store on 21st August and told them I'd like an exchange for a different fridge freezer as I had no faith in the water dispenser (if it failed after 2 weeks then the new one could do the same). I was refunded £299.99, this was put towards a new Samsung unit as well as extra payment from myself to cover the extra cost of the Samsung, delivery was arranged for 31st August (10 days).

Phoned the store on the 30th and was told that the order had been cancelled the previous week. Sales assistant said that Beko had cancelled it and I would have to speak with 'Sue' at Currys the next day. Sue phoned me the next day and said that Beko had blocked the exchange as the dispenser was a 'replaceable part'. Phone Beko and quoted Currys 28 day policy, they said that was Currys policy, not theirs, and if Currys had agreed to an exchange then they should honour it. Also said that they have no powers to stop the exchange, Sue had cancelled it.:-x

Phoned Currys, reminded Sue of Currys wording regarding faulty items in 28 days, she wasn't interested. She then told me that it was outside the 28 day period, I corrected her and she checked the paperwork, said 'Well, it was nearly 28 days'. She then went on to say that she's left a message for me on my answerphone (which I replied to) but because the reply was outside the 28 days that meant the 28 day policy was void. Told her she was now being ridiculous, fault was first reported to Currys 2 weeks after purchase. Phoned Customer Services, said their was nothing they could do but put me through to the Store Manager, next thing I'm speaking to Sue:madgrin:. Got nowhere, phoned Customer Service, he tried to tell me that I wasn't entitled to an exchange and started reading the wording, realized he was wrong, told me there was nothing customer services could do after he spoke to his supervisor (who wasn't available 2 minutes earlier when I'd ask to speak to him/her:mad2:.

 

Phoned Trading Standards who said that Currys were in breach of contract, write to the Store Manager. I started composing a letter and decide to ring the store to get Sue's full name, this was when I found out that she wasn't the store manager after all. This was yesterday, by now I'd had enough for the day so decided to leave it until today.

Phoned the store manger this morning, read him the policy wording (option of repair, refund and exchange) and he agreed that this was correct. Explained what had happened, he said he would speak to Sue and ring me back.

5pm and he hadn't called me so I phoned him. He tells me that the exchange was done outside of the 28 day policy:-x I corrected him, he checks the paperwork and agrees that it wasn't. BUT...we're now outside the 28 day period so I can't get an exchange. I tell him that's ridiculous, reminding him that he'd already agreed with the policy wording and that he was in breach of contract, he still refuses to do the exchange. He did, however, insist that he would like to refund me the extra money I had paid for the Samsung. I told him that this would be seen as me accepting the Beko unit and their terms, he said it wouldn't. I refused the refund telling him I would first take advice on the matter.

Sorry, I did try to keep it short. As far as I'm concerned, when, on the 21st August, the refund for the Beko was given to me and put towards the Sanyo, the Beko ceased to be my property. I have asked them to collect it and they have refused. If Currys have an issue with Beko's policy conflicting with theirs then that is their problem, not mine. They have also refused to deliver the Samsung unit that I have paid for. On top of that, both the store manager and Sue have lied to me with regards to the validity of the 28 day faulty item policy. They are in breach of contract, yet neither the store nor customer services seems to care.

I will send off the letter but cannot see how this will resolve the issue. What I'd like to know is what happens after this? Trading Standards have told me to get back in touch if it is not resolved but didn't tell me what would happen next, if anything. Do TS take up the case, or will I need to take Currys to court?

I know some may say I'm being unreasonable in not accepting a replacement water dispenser, but would you in the same circumstances? Would you be able to sleep soundly knowing that you could wake up to a flooded kitchen again? The attitude of the staff has made me even more determined to see this through, it's a disgraceful way to run a business:mad2:

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Hi Hooner

 

I think it's perfectly O.K. for you to ask for a refund or exchange as you contacted them within the 28 day period. As well as the letter you've written, it might be

an idea to E-mail a complaint for the attention of the Chief Executive, mark it for his attention. Tell him of your customer service experience. Also make sure you

put cc. Trading Standards. Tell him that your angry and the matter has caused you distress. Make sure you get compensated for the time and trouble you've been put to. There are some template letters on the Consumer Direct site.

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  • 5 weeks later...

My advice would be to stop phoning them now, clearly the manager and Sue process little in the way of common sense.

Pursue it further in writing only and send everything via recorded delivery and make sure you keep your receipts ready to claim the postage costs back at a later point.

Following all this hassle I'd just get my money back and go elsewhere as I'd have zero confidence in them being able to deal with any future problems.

How did you pay?

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  • 2 weeks later...

I've only once had a problem getting an exchange out of Currys - but they fell over themselves to sort things as soon as they got a solicitors letter saying that I was going to sue for the value of the goods plus compensation for damage caused & any costs incurred ...

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