Currys.co.uk

Update: Today, Currys.co.uk resolved my issue by offering me a better cooker than the one I placed the order for, at the original price I purchased it for, offered free installation, a £50.00 giftcard and a four hour delivery slot. As well as apologising for the terrible customer service received on the phone. They are/will be speaking to the team in question to ensure they are aware of the fact they should have fulfilled the order at the original price in the hope no one else has the issues I experienced.

I don’t often do this, but if companies advertise a price, they should honour it come rain or shine, and despite complicated T&C’s that manage to wheedle them out of their obligations. I want them to feel the full wrath of social media on this one, I warned them I’d kick up a storm online but I don’t think they believed me…

So, one of the most stressful things about moving home, especially when it needs a new kitchen, is getting yourself straight, and waiting around all day for parcels, packages and appliances, that can be delivered in any given time slot, between 9am and 6pm. That’s exactly what happened on Monday, Stu and I waited in all day for a cooker that Currys said would be delivered on the 4th July – said cooker was purchased for £999.

You can guess what’s coming next, we get to 4.30pm – still no cooker, so I call Currys to check where the delivery driver is. I’m then notified our order was cancelled. Cancelled without warning, no calls, no emails, nothing. They obviously think we like sitting around an empty house all day?

I should point out, the money had come out of our account (or gone on the credit card actually, we like gathering Virgin Air miles!) for the cooker. They only started to process a refund after I called on Monday.

Currys then say, they tried to call me on the 25th & 27th June to clear “security checks” on this item. Funnily enough, I look back on the call logs on the iPhone for that day, no voicemails have been left, and not a single missed call. Fishy. I hit on the Currys.co.uk website and find it has gone up over £500. Then things start to get super fishy…

I call Monday and I’m told that Currys.co.uk will honour the original price of the item, but they would have to put it through at the new price, and then rebate us the difference, but that I would still have to go through the original security checks, which would happen on Tuesday. Guess what? No calls all day on Tuesday, so I call them to confirm the security bits and I’m told to expect a call in 24 hours. Currys.co.uk called this morning, left a voicemail, and I called them back within 2 minutes.

I call back, eventually speak to a manager (Mark) who explains that because I didn’t answer my calls on the 25th & 27th June (the calls, that didn’t happen remember) – he took the liberty of cancelling my order? When I start to proposition that they cancelled the order due to the price jumping up over £500, I’m shot down and told that it was simply because I didn’t answer my phone to the security check calls, the calls that never happened.

The phone was glued to my hip the entire week prior to moving, it was a hot-bed of activity, and funnily enough, other suppliers of other appliances for our house had no problem getting in contact, neither did anyone who was delivering furniture – my phone just must have an aversion to picking up calls about Cookers. Note to self: must notify Apple of this.

So, the outcome? We’re cooker-less because Currys won’t honour the original price we paid for it, despite knowing I can prove they didn’t call me. Basically, it’s dirty tactics, and I think they should feel the full wrath of social media for it.

@currysonline if you smell a rat too!

Update:
@craigreville has been an absolute star on Twitter today and emailed many contacts at Currys/Dixons partnership. Incase your confidence as a buyer was starting to creep back, he’s been sent a statement, that basically says Currys can cancel any order they feel like, the statement reads:

Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance, we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.

Just what everyone likes, a flakey supplier. Expecting that dishwasher to turn up anytime soon? Maybe they played the “cancel order” lottery and you were unlucky. Unfortunately, you won’t know until you’ve waited in all day and your goods haven’t arrived.

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  • Anthony (afovea)

    Firs stop Trading Standard. Quite frankly that’s unacceptable for a retailer of that size to behave that way and they should not be allowed to get away with what is essentially an illegal retail practice. If you can (and I know it only adds to the stress of moving) don’t let them shy away from their responsibilities here. If you have the evidence then take it up a notch and report them. Good for you for naming and shaming in this instance. It’s not always easy to know when to do that but this is a clear case of them taking advantage of customers being uinlikely to take further action.

  • Oh dear, currys. This is low low behaviour isn’t it? Cancelling the order is one thing (and quite scummy at that) but lying about calls shows you up to be charlatans.

  • That’s really crappy. Hope you guys get it sorted soon!

    With a bit of luck Curry won’t like the heat they get from this post.

  • Think company’s like this missed the “customer service” lesson. We had similar issues with British gas and bt, appent phone calls, no notes about calls we’d made. British gas made us sit in a freezing cold house – which I rent out, so I don’t live there – for nearly 8 hours when the snow was really heavy last year, they told us they’d get to us within 8 hours, when I finally called near the end of the slot they said ‘the job was cancelled, the roads are too icy’. A call would have been nice, plus we managed to get there with very little trouble from about 10 miles away.

    I feel your pain Sarah, it’s very frustrating when companies seem to not care about business you’re putting their way, if we behaved like that we’d not have businesses.

    I do hope you get it sorted soon.

  • Bob

    Yep, looks exactly like they mis priced it and then squirmed their way out of selling it to you.
    BBC Watchdog might like to hear about this too.

  • I feel for you. Movings pretty stressful but that whole waiting around thing is a pain.

    I know you probably don’t want to hear this but B & Q were the exact opposite – they gve me a 4 hour slot which was fair enough but to add to my satisfaction they rung me to tell me they are 30 mins away.

    Guess what – they came 30 mins later.

    Currys could really learn a thing or two from them!!

  • Phil

    Whilst I think their lies about trying to get in touch are definitely fishy, and probably are an attempt to mask the truth, having read your post a few times, I think they’re probably within their legal right to cancel any order up until the point they take your money. Given that they (apparently) phoned to run through security checks, it sounds as though they hadn’t actually debited a card at that point (otherwise the security wouldn’t have bee required).

    It reminds me a little of how MFI treated us a few years ago; we’d ordered a load of bedroom furniture in January for delivery to a new house in April. Delivery day arrived and only
    Half of the stuff arrived. When I phoned I was told the rest would arrive the following week. So we assembled some of the stuff and I took another day off work the following week. No delivery; no phone call to explain. So I phoned and asked and they said we should have been contacted to say that delivery had been postponed by another week. So, through gritted teeth, I took another day off. Guess what? No delivery, no explanation. Rang them, gave off loads and was promised that it’d be there the following week. Well, I’m sure you know where this is going… No delivery, no phonecall. So we packed up the furniture, assembled and flat packed, drove to the shop, put in at their front door and demanded a refund instantly. Which we got.

    The moral of the story is cream will always rise to the top; MFI no longer exist and their shocking logistics and customer service was probably part of their failure. Currys are also doing poorly in the current climate. So maybe karma will take care of them for you! 🙂

    • Sarah

      They had taken our money, it’s only just come back onto our card after they refunded it Monday.

      • Phil

        Then you almost certainly have a case against ’em. You’ve done the right thing in getting in touch with Trading Standards.

      • Phil

        But, not wanting to sound defeatist, don’t expect too much. And in fact, if it were me, even if they relented and offered to sell it to me at the lower price, I’d go out of my way to make sure they never got another penny of mine.

        Perhaps a local independent shop might be able to offer a competitive price?

  • John

    Currys / PC World / Dixons = Nightmare. I’ve had multiple issues with this group of companies over the years, they think its quite alright to lie to their customers and not inform them throughout the progress of their orders.

    I now try to avoid them, but sometimes they are the only option for reasonably priced household appliances.

    I feel your pain, I hope it gets resolved soon – keep us updated.

  • Hi Sarah,
    This is shocking customer service, and the non-calls with subsequent lying aren’t good at all.

    Just thought about this there as I work in similar business (thats all I’ll say) – if they had to do security checks, how / why did they take your money? If an order is cancelled before security checks then they shouldn’t have processed the order to the point of payment.

    If it was canceled due to a price change, they sadly have the right to do this, due to Ts& Cs, up to point of despatch (http://www.currys.co.uk/gbuk/Terms-and-Conditions-1044-theme.html#contract) but obviously they should have at least left a VM to tell you!

    • Sarah

      I’d love to know how they took the money without security checks, it’s being debited back onto the card as we speak. They didn’t seem to have an answer for that one when I asked either.

      • Adam Cooke

        Merchants are able to take money from a card but once this has happened they will be provided with results to some security checks (including address, postcode & CVV2 validation).

        Most merchants will reject you straight away if the CVV2 is incorrect however it’s possible that the address you provided them didn’t match that for your card and either your postcode or address check failed.

        At this point, the money has been debited from your account but Curry’s would want to verify things with you to ensure that it’s a genuine transaction to avoid the transaction being charged back at a later date (after delivery). If they weren’t able to complete these checks they would be fully justified to refund it and cancel the order to remove any liability to themselves.

        Is it possible that the number they had for you was incorrect?

      • Just Cause

        In my experience, online retail card handling firstly does an “authorisation”, where CVV2 is provided if needed (card companies use this to lower the “interchange” rate of transactions as the risk of fraud is decreased and liability passed onto the individual), then if “authorised”, the sum is marked as not available by your card company (reserved for later payment). This is then “settled”, usually on the same day if all is good where the money is actually taken from your account and marked as provided to the retailer.

        So sounds like the settlement went through and contractually Curry’s accepted your “offer” of £999 (the displayed price is merely an “offer”, you are entitled to agree a lesser price if the retailer is OK with it). As a refund was given, rather than the authrosiation released, they definitely took the money and accepted the contract, but they reneged by not supplying the goods.

        Sounds like you have just cause for a legal challenge I would say – best of luck. In the meantime, encourage everybody to spread the word on the social networks as brand reputation will be important to them.

  • I would have expected to have advertised a certain price, they would have to sell it at that price. Considering they actually took you money, they completed the transaction and were obligated to fulfil the order.

    Awful customer service, total lack of morals and all round disgrace. Congratulations Currys, if you didn’t believe in the power of social media, maybe you do know. They have cultivated a PR nightmare. Keep spreading the word and do no let this lie.

  • Nice one for calling them out on it. Behaviour like this definitely needs to be blogged and tweeted about.

  • Get in touch with your phone provider, that can confirm if you received a phone call or not, if not, ask for proof in the post and then get back in touch with Currys.

    Also keep going above someone’s head until you get what you want, no matter how much they say they can’t…..they can.

    Had very similar issues with Orange on my Finacees contract.

  • I hate the whole ‘we will delivery on this date but can’t give you a time’ thing. So you basically have to book a day off work and sit around. Recently ordered a pushchair which was supposed to be delivered on a Monday, so I pre-booked the day off work. It ended up coming on the Saturday before, too late to cancel my day off, which resulted in effectively a day’s lost holiday.

  • Have you sent the story to consumerist.com? Tried an executive email carpet bomb?

  • Tim

    I feel your pain over the pointless waiting around and general stress of moving house but unfortunately the retailer is under no obligation to sell a product at an incorrectly listed price. This is a common misconception. See for example: http://www.lovemoney.com/news/scams-and-rip-offs/consumer-rights/3815/three-consumer-rights-myths-exploded

    However they might have committed a criminal offence. This is because the Consumer Protection Act 1987 says that traders must not display misleading prices. You could report this to Trading Standards who may investigate the matter, however if this was a ‘one-off’ genuine mistake they would be unlikely to take any action. You probably know all this already… 🙂

    I’d have to say (somewhat controversially given the tone of the comments here) – given the current social media backlash against the #notw and the general economic conditions etc. a web designer who can’t get their £1K oven delivered probably doesn’t warrant a “social media storm”?

  • Clifton
  • Ollie Read

    This is the precise reason that I keep a shed stocked with explosives!!

  • When things like this happen, I am glad I live in US. I guess Currys doesn’t believe much in saying that customer is always right?

    I sure hope you’ll get this whole deal resolved soon, so you can enjoy your new home instead of worrying about things like this. xxx

  • What a fiasco, it’s a shame.

    It’s about time the larger corporates stand up and take notice of social media properly.

    It even moved me to blog about it: http://bit.ly/pg3SeI

    Good luck, I hope you get it sorted (and get your cooker).

    Tim

  • It’s a shame that Currys don’t seem to appreciate the power of social media. As I pointed out on Twitter, the disparity between their few followers and your thousands (and hundreds of thousands at one follower’s remove) means that this has the potential to be a PR disaster for them, depending on how they react.

    As a couple of people have said, once they actually took the payment they contracted to supply the goods, so Trading Standards will be able to sort it out.

    On a completely unrelated note, I’m not particularly keen on the way the whole comment thread takes on your author highlighting – was that intentional? Seems to me that all blog comments are in direct resonse to the author unless otherwise indicated.

  • Joe

    You were right in launching your blitz on them. Far too often things like this go unspoken and the companies responsible for crappy service get away with it. I applaud you for doing it. I did something similar myself just a little it ago.

  • Great success story, well done Sarah. Let this be a lesson to all the other crooks out there!

  • Props to you, Sarah, for leveraging the power of social media to get this resolved. Shame you had to resort to this. Hopefully the part about them talking to their staff causes the kind of changes to happen that should prevent this from happening to someone else in the future.

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  • Simon Scragg

    I have had that same issue last week. A free stand with a TV, a day off work to take delivery, but now the order cancelled and no free stand available – I failed to pick up the phone to answer their security checks. No phone call received, no message left! Their response – “Tough”. Well done Currys, you’ve done it again!

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