Currys PC World customers still complain about the company’s customer service, with many saying their products were delivered defective, while others wait months for refunds and cannot reach an advisor.
This is Money originally reported the tech store issues in May 2020 and has since received hundreds of emails from readers who have experienced similar issues up to this year.
The company’s sales skyrocketed during the pandemic, but this appears to have hit the store’s customer service department, with many saying they spent hours on the phone with the company.
Others have no way of getting through it, leaving them unable to solve problems.
Currys PC World has been called by customers lately because of their poor service
A customer, Rosie, said, “I ordered a washer dryer in August. The delivery date was never confirmed via email or text as promised but I logged in to see a date given.
“The product arrived, was partially assembled and I was allowed to push the machine into place myself, even though I am pregnant.
“I used the machine once and it worked fine. The next day it didn’t work. I tried to reach Currys via web chat, Facebook messenger and email.
All customer service email addresses are no longer in use and all other platforms have advised calling customer service.
“It took me over an hour to reach someone who was waiting a lot longer during the call, leading to a 1 hour and 45 minute call.
‘I then took a day off and waited all day, but no one came. I tried three more times to contact customer service, but after being on hold for over an hour, I gave up.”
Rosie still hasn’t been able to fix the problem and is still waiting for a mechanic to fix the machine or have it replaced by Currys.
She is frustrated that the only way she can get help is to wait hours on the phone for a customer service representative.
Another reader, Emma, said she was sure Currys would refuse to help her, so she paid to have her television repaired herself.
She said: ‘I ordered a Samsung TV from Currys which was delivered in early September. When installing I noticed that the antenna port was broken.
“I contacted Currys to explain this and they were told that the problem must have been either myself or Samsung.
“Samsung advised me that Currys should arrange for a replacement television. I ended up booking a repair service to fix this myself which will cost £200 as I think Currys will say anything to avoid having the TV replaced.’
A customer said a refund was declined after DPD lost their defective item in transit
Another customer, Mark, adds: “My daughter brought in a brand new 55″ Currys smart TV in April. Last weekend it stopped working for no apparent reason – there was no picture and only purple lines on the screen.
“We contacted Currys the same day and were told to fix it ourselves. When we reminded the company that there was still 12 months of warranty, they eventually agreed to pick up the TV and repair it.
“The TV has been picked up, but Currys has said the TV is not economically repairable and will return the broken TV to us without us replacing it with a similar replacement.”
There was no further information as to what it meant by saying it was not economical to repair and now Mark’s daughter has a TV that is not working properly.
Meanwhile, a customer, who will not be named, has an ongoing dispute with the company after returning a defective graphics card worth £1,530.
DPD collected the product on behalf of Currys, but has since lost it ‘in transit’.
Now the customer cannot get a refund from Currys, who said it would only pay out when the product is delivered back to the warehouse.
This is Money contacted Currys about this matter and thankfully the company agreed to refund the customer.
A Currys PC World spokesperson said: ‘Unfortunately, this customer’s faulty graphics card was lost in transit while being returned to our warehouse by our third-party carrier, so we were unable to provide an immediate refund.
‘Due to the high value of the item, an investigation is currently underway by our carrier to determine the item’s whereabouts. Our usual process for high-end items is to complete an inquiry before we can refund a customer.
“In this case, because the customer has been waiting for several weeks, we have agreed to transfer the refunds to their bank account. He will receive them in the next 3 to 5 working days.’
Others have taken to social media to share their frustrations.
This customer said they paid multiple times for next day delivery but never received it
An angry customer said they had to wait a week for their new oven to be installed
Another customer criticized the complaint system for not being able to talk to anyone
Another issue that many Currys customers face is a delay in receiving their PS5s.
Several have said via social media that they reserved or bought the devices some time ago and still have not received them.
Several have said this is due to the lack of stock available, while others believe Currys made a mistake with the orders.
A Currys PC World spokesperson added: ‘We are sorry to hear that some customers were having trouble contacting our customer service team, but the majority of our customers receive prompt and efficient service.
“Since May of this year, the average wait time for customers contacting us by phone is just over 17 seconds and wait times via online chat and web help average less than nine seconds.
“Despite these efficiencies, we recognize that our customers really appreciate the personal interaction, expertise and support of our in-store colleagues.
“People are beating automation and we will be super clear with our customers’ messages to encourage them, whenever possible and convenient, to come to the stores to solve their problems.”
A customer who bought a PS5 still says he hasn’t heard anything since paying in store
Another customer said they were struggling to get answers about their PS5 order
What are my rights if I want my money back?
Under the Consumer Rights Act 2015, your purchases are protected if something goes wrong.
The law says that products must be of satisfactory quality, fit for purpose, as described and last a reasonable length of time. Items must be installed correctly if installation is part of the contract.
Therefore, if you receive a defective item, it is not as described and you can request a refund.
In order to assert your consumer rights under this law, you must have proof of purchase which does not need to be a receipt, for example it could be a bank statement.
If less than 30 days have passed since the date of purchase and the item violates the Consumer Rights Act 2015, you can refuse the goods for a refund. This is not the case when the expected life of the goods is shorter, such as perishable goods.
When it is 30 days after purchase, the dealer can offer repair or replacement. If neither is possible or if the merchant chooses to do so, a refund can be given.
Your contract is always with the merchant to whom you gave the money. So if you order something online, say from a merchant and the delivery is delayed, contact the merchant and let it take the time to resolve the delivery issue. You never have to contact the carrier.
Some links in this article may be affiliate links. If you click on it, we can earn a small commission. That helps us fund This Is Money and use it for free. We do not write articles to promote products. We do not allow any commercial relationship to affect our editorial independence.