- Currys Shoddy Service & Rude Staff - My Experience
- October 25th, 2009
The following is my experience of shopping at Currys, as a member of the public. Now remember - I USED TO WORK FOR THEM, so I know the get our clauses and scams they try to pull, yet they managed a few new ones, even on me.
Back in June I moved house and needed a new washing machine. I wasnt planning on spending very long in my current place, just a temporary stop whilst I look for something more suitable so cheap and cheerful was the plan. I went into the currys superstore nearest to me (Sadly no local Comet or I'd have gone there instead) and looked around for something cheap. I spotted a matsui, marked as a last one. Interested, I took a closer look at it and it looked in a fair condition. There was no price on it, only a sash saying 'managers mark down, reduced to clear' (HAVING NO PRICE TICKET IS ILLEGAL) Eventually a scruffy teenage member of staff came over towards me but did not greet me at all (SO MUCH FOR THE MILLIONS OF POUNDS THAT THE COMPANY HAS SPENT ON TRAINING ITS STAFF THEN!) Infact, I had to aporach him to ask about a price. After a few fairly meaningless grunts and hand waves he disappeared and came back with a printed ticket showing a price at £199.97 and not showing a saving or reduction of any kind.
I took one look and asked him what the reduction was over the shown price. He said that the ticket showed an already reduced price. 9LEGAL BLOOPER No2 - REDUCTIONS HAVE TO STATE THE HIGHER PRICE) So I asked what the original price was and how long ago it was reduced - neither he or the 'manger' he fetched could tell me, despite looking on their computers for ages. (I KNOW THEY WERE LYING AS ALL CURRYS STAFF CAN LOOK UP THE DATE A PRICE LAST CHANGED - ITS EVEN PRINTED ON THE TICKETS IF THEY'D BOTHERED TO LOOK!) Anyway, having conceded that they probably hadn't reduced I was offered £20 off. Not exactly a 'deal' but it made it the cheapest machine available on the day (cheaper machines were all conveniently out of stock) So, I paid for it and for delivery and installation - a trully excessive charge of nearly £40.
Fast forward 5 days (the soonest they could deliver it - NEXT DAY MAY ARSE!!) and nothing arrives, no phone call to inform me of a problem and no washing machine either. I had chosen an evening time slot as I work during the day and time off is not really an option so I could not contact currys until the next day. When I did, after over an hour in a queue to speak to someone, I was told 'yeah, it got broken in transit. I think, like, someone dropped it of the lift on the back of the waggon' When I suggested a phone call to let me know would have been nice i was simply told that it was down to the store, not the people who deliver it! HOW DOES THAT WORK? THE STORE DON'T KNOW THAT THE INCOMPETENT DELIVERY CONTER HAVE TOTALLED IT! Anyway, I was then told that I needed to contact the store and then put the phone down on me.
Luckilly, being ex- staff I have contacts who can get me the ex-directory numbers for stores so that I do not have to deal with the inept customer service department. So I called the store direct and to say that they did not want to know is an understatement. I was told that there was no-one there who could deal with it, I'd have to go to customer services, I'd have to do x, y, and z. Anything other than someone in the store just holding their hands up and trying to sort it out. Eventually, by suggesting that I was about to come down to the store in person somebody finally had the common sense to agree to get me a replacement washing machine sorted out. They assured me that they could supply a similarly spec'ed machine for the same price and cold deliver it in 2 days time. Hardly a priority solution but at least I'd have something to do my washing with. There was no offer of a refund of the delivery charges, even though they had failed to meet their agreed time slot, failed to deliver any goods and filed to contact me to let me know that there was a problem.
Anyway, I decided to just learn from my mistakes for now and just wait for the alternative machine to turn up. To be fair, the replacement turned up at the right time. The installer made no fuss what so over that it was in an awkward place to install and that it wasn't a straight forward 'plug n play' and all went smoothly. With one exception. The washing machine that Currys supplied me was a 'Beko' and anyone who has either sold Beko products or used one will tell you that they are cheap, shitty and frequently unreliable. However, cheap and cheerful was the goal so probably not so bad.
The following weekend, I decided that I would go into the store I had purchased from in order to press my case for a refund of the delivery charges, after all, I had know idea what the authority level of the person I had spoken to on the phone was and maybe the manager would be more service minded. The first thing that I saw as I entered the store was the very washing machine model that I had just been supplied, being offered for sale at £149.99! How the store saw this as a suitable replacement for a machine that I had paid £179.97 for is beyond me. There was no offer of a refund of the difference. The store manager very rudely refused to refund me any money for either of the reasons that I was requesting and even went as far as asking me to leave his store as he was 'unable to help me'. Having written to customer services, they do not want to know. Nor do they want to know when I phone them. The only thing that got a response and a satisfactory out come was when I served Currys with notice that I was going to the small claims court to retrieve the money that I was out of pocket.
Even then, whilst the money was received, an apology was not!
IF EX STAFF WHO KNOW HOW CURRYS WORK CANNOT EVEN GET COMPLAINTS RESOLVED WITHOUT THE THREAT OF COURT ACTION, WHAT CHANCE HAVE THE PUBLIC GOT?!?