Hundreds of frustrated Currys PC World customers are being fobbed off by the firm with many not receiving refunds, struggling to contact customer services and missing orders.
Since This is Money first reported cases of frustrated customers in May, more than three hundred people have emailed to say they are having problems with the tech firm.
Many claim their items have turned up faulty and are unable to obtain a refund or a replacement while others say orders have never arrived.
Despite stores re-opening as the first lockdown restrictions were eased, many customers were still loathe to leave their homes to shop as the pandemic continues and relied instead on online orders.
Currys PC World customers have complained the company is near impossible to contact
One reader, Simon, got in touch recently to say he ordered a £329 television from Currys on August 18, to pick up the following week.
The store cut the price of an identical model by £70 two days later so he cancelled and reordered.
Although he managed to get the cut price TV, he is still waiting for the £329 refund for the original order and has been left without the funds for over two months.
He said: ‘It is quite impossible to contact Currys by any means. I tried one phone call, on September 22 and was told my order number would be passed on to the appropriate department.
‘Their website advises there is a waiting time of one hour so go to its webchat but that doesn’t respond. There is no customer service e-mail.’
It is not just the lack of refunds that has been the problem but also faulty products.
Another reader, Ian, said he cannot get through to Currys at all to tell them that his new cooker, ordered through the website, arrived faulty.
Despite having an electrician install it, the oven doesn’t turn on.
One Currys customer was delivered a faulty oven but hasn’t been able to contact them about it
He said: ‘I have tried for weeks to get through to Currys on the phone, either it’s when I’ve finished work and they state they are closed or at weekends when I have no luck getting through either.
‘I tried during office hours and go through the automated options and get passed to Rangemaster as it now outside of the 21 or 30 days from purchase.’
Ian tried logging a complaint with Rangemaster but has had no response from them either.
He has now been left with a faulty oven for nearly a month without resolution.
Similarly, Sara, another customer, purchased a printer from Currys at the beginning of October but found that is emitted lots of smoke upon use after the printer jammed.
She has been trying since then to get a refund for the item, asking the store to collect it from her home.
However, she has had no response from the customer services at all.
She said: ‘I have spent countless phone calls trying to arrange for this to be collected and have my money refunded but am still waiting to hear from someone.
‘I am shocked at the lack of customer service relating to this, this is a fire hazard and needs to be recalled before this causes a fire in someone else’s home.’
What are my rights if I want a refund?
Under the Consumer Rights Act 2015, your purchases are protected should something go wrong.
The Act says 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 faulty item, it is not as described and you can ask for a refund.
In order to assert your consumer rights using this law you must have proof of purchase which does not have to be a receipt, it could be a bank statement, for example.
If it is less than 30 days since the date of purchase and the item is in breach of the Consumer Rights Act 2015 you can reject the goods for a refund. This is not the case where the expected life if the goods is shorter, such as perishable goods.
When it is 30 days from purchase, the trader can offer repair or replacement. If neither of these are possible or if the trader chooses, a refund can be given.
Your contract is always with the trader to whom you gave the money. So if you order something online, for example, from a trader and the delivery is delayed, contact the trader and let it take the time sorting out the delivery problem. You should never need to contact the courier.
Lynne, another reader, added that her son was struggling to get an e-voucher back from Currys’ Know How team.
She said: ‘My son has been waiting since September for an e-voucher from Currys to the value of £1,059 to replace his Mac Book Air which the Know How team had written off.
‘All extensive efforts to get the voucher have failed. Two months down the line my son has no laptop and no voucher and we are quite frankly at our wits end in trying to get any satisfaction from Currys.’
Previously customers had complained that there was no option for emailing in complaints but Currys has now re-instated the address.
Customers can also contact the company on its customer service number or on its website through the webchat option.
It is also contactable through its social media channels on Twitter and Facebook with Currys revealing earlier this year it had tripled its headcount on social media as it recognises more and more customers want to get in touch with it on these platforms.
A spokesperson for Currys PC World said: ‘We are truly sorry to customers who haven’t received the standard of customer service we expect of ourselves.
‘We have upgraded our systems to ensure refunds are processed as quickly as possible.
‘We understand the customer frustration around this issue and would like to apologise to those affected which does unfortunately includes Mr.B [the reader who ordered the TV].
‘Once we were alerted to his issue, our customer services team reached out to him immediately and we have processed a full refund which will appear in his bank account in the next 3-5 working days.’
Others have taken to social media to share their frustrations.
This customer said they still haven’t been refunded for a dishwasher they bought from Currys
Another Twitter user said they have found it difficult to find contact details for Currys
This user said they have returned items to Currys but have still received no refund from it
Another user said they have been unable to get a PS5 after pre-ordering one online