Currys seriously lacking in Customer Service

[doaky]

We purchased a Delonghi Coffee Machine (ESAM6620) from Currys online on 20/2 together with a 5 year care plan at a total cost of £898.99 and this was delivered on 25/2. When we unpacked it, there were numerous scratches on the display screen and we therefore contacted Currys to arrange a replacement. The machine was picked up by courier DPD on 26/2 and we received an email confirming receipt of the machine back at Currys on 27/2. A replacement was sent out on 28/2 which arrived by courier on 29/2.

 

When we unpacked the second machine, to our horror there were similar scratches to the display screen although this time only around 8 or 10, however still unsightly and damaged. We contacted Currys and were advised that this would not be picked up until either Monday 4/3 or Tuesday 5/3 however as we could not afford further time to wait in for a pick up, we took this to our nearest store (50 miles round trip) . They arranged for this to be picked up by courier on 4/3 and we had arranged for the replacement to be sent to the store so it could be opened by us in store to check all is okay to avoid having to deal with the same issues all over again. The added complication however at this stage, is there is no stock showing for home delivery.

 

You would think that this would be straightforward however receiving no word or email from Currys, we contacted them again on 9/3 and were advised that the 2nd return had not yet been booked back in. Unfortunately DPD were closed so they advised they would chase on Monday and WE would have to call Currys back after Monday, unless we wanted to contact DPD ourselves In the meantime I have sent various emails and received no response.

 

We contacted Currys again on 13/3 to be informed that it had still not been checked into the warehouse and when I informed the person I was speaking to that they were supposed to have chased this on the Monday, the person put me on hold and came back to advise that it was checked in on Monday, however the person who did the paperwork did not complete it properly and that was why it was not showing. I was advised someone would speak to the person who did the paperwork and have it corrected and then they would call me back - still no word today 15/3.

 

We therefore called Currys again today to be told that they could not check anything as the online system was down!

 

Have now sent an email to the CEO and waiting patiently ! Is there anything else we can do. I know I can purchase from John Lewis and they will price match £839.99 Vs £1295 however I can only take out a 3 year warranty with JL and ideally want to have peace of mind with 5 year warranty that Currys offer.

[doaky]

Update - received call on Friday night (approx 30 mins after email sent to CEO) from Director of Knowhow who apologised and advised he would get someone to look into the matter first thing Saturday. Received call as promised and advised only machine in stock was at Braehead in Glasgow which was couruered to Kinnaird Park in Edinburgh and picked up this evening by us. Although it was checked at Braehead to ensure no scratches and checked again upon arrival in Edinburgh, I made sure I checked myself before leaving store. Perfect!

 

:wink:RESULT- Currys you have redeemed yourself and thanks for the compensation payment too!

[renegadeimp]

I would get rid of that "careplan". You get 6 years from SOGA. The stores insurance policies is simply to make them more profit for no extra work.

[porkyp1g]

Soga doesn't cover acc dam though does it?

[renegadeimp]

Nope. But paying the silly amounts that currys charge simply on the offchance that "accidental damage" may occur....

[porkyp1g]

I suppose it depends on whether you are accident prone or not. Or if you just want extra peace of mind without worrying about claiming on house insurance. The loss of a no claims bonus if claiming on a TV or coffee machine, might exceed the cost of one of these policies. I've relied on them in the past and it's worked out better than using my house insurance.

 

I'm glad the OP managed to get this sorted anyway. I'd say that was above and beyond to courier goods from store to store, I'm guessing that's not normal practice. Good news.