Currys (Shop)

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Currys (Shop)

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Review of "Currys (Shop)"

published 13/01/2014 | Mildew82
Member since : 25/03/2010
Reviews : 271
Members who trust : 122
About me :
Yikes! It's been a while. A new job role has taken up most of my time recently but my reviewing days are back...
Satisfactory
Pro Good range of products (at least online) and good home delivery service
Cons Useless refund procedure, bad helpline, a weak manager and heavy handed sales assistants
exceptional
Frequency of visit
Price
Value for money
Layout & presentation
Selection & range

"Currys - nice to eat but not great to shop in"

It was high time we needed to buy a new fridge in the Jewell household as our current one was just not efficient anymore and was getting seriously overworked. Currys is such a reputable company in the sale of household white goods and other electrical equipment that we decided to buy a sparkling new Hotpoint fridge from them (via their online website) since they were offering pretty good deals at the time but it was at this point that things started to go wrong with a tale of three villains. The worst of the villainy came from our local Bracknell Currys store, but their online website and suppliers Indesit and their (un)helpline were not blameless either, but I feel this review is mostly about the in-store customer service we received hence placing it in this offline store category. First things first though, a little more about Currys PC World and how they rate as a shop in general (at least in Bracknell). So they do pretty much offer the whole shebang, you can get washing machines; washer dryers; tumble dryers; dishwashers; fridges; freezers; fridge freezers; cookers; hobs; microwaves; toasters; kettles; irons; hairdryers; fans; heaters; vacuum cleaners; steam cleaners; TVs; DVD/Blue-ray players; digital set top boxes; gaming consoles; cameras; memory cards; binoculars and telescopes; phones; radios; music players; satnavs; broadband; computers; printers, and computer accessories. That's a lot for one store! Obviously though there can only be a limited number of items from their repertoire in-store which means even if something is on their website it is not guaranteed to be available to see onsite and mostly just the more popular items seem to be on offer.

Currys do provide a fairly extensive range of products with well-known brands for a good range of prices so can just as easily splash the cash or go budget especially taking advantage of frequent sales depending on your needs so this is the kind of store for the average Joe, though for more specialist products that may need a more expert hand this many not be the store of choice as there are some doubts about the training and expertise the roaming staff seem to possess. Personally, I feel that unless you are after a product you really want to see and possibly have a fiddle with, you'd be better off buying via their website to avoid the disappointment of it not being in stock and take advantage of the home delivery option (especially for bulky items that you don't want to be lugging about). Home delivery for purchases made in-store are subject to the same timeslot system as online so even if you buy a purchase, with home delivery you may well have to wait several days before receiving your good, so if it's an emergency buy you may have to make your own arrangements if you want to pick it up immediately.

Our first experience with the Bracknell branch of Currys PC World came when my sister was looking to buy a new laptop but not being the most technically savvy she wanted me to come along and offer my slightly better knowledge. We had a little browse and noticed a couple of potentials but it took quite a while to grab hold of an assistant to help. When we explained our requirements about being able to run a memory hungry specialised piece of software it became slightly obvious that they didn't necessarily know which would be the best model for us (i.e. they were clueless and had never heard of the software) and that we probably had a better idea than them (we felt they may have been trying to upsell us to more expensive models...hmmm). Also, rather patronisingly, the sales assistant having discovered neither of us had used Windows 8 before offered up the challenge of working out how to switch off the computer for a reward of a free 6 month insurance package only to be rather taken aback when I did it straight away. It's not exactly rocket science. When we decided upon the perfect model, lo and behold it wasn't in stock. On to our second choice - one left. Plumping for it, it took a good twenty minutes to locate as it had mysteriously disappeared in the bowels of the warehouse only to come out in opened packaging plus it had obviously been used as a display model since it was already set up with a user profile. He tried to blag his way out of it, saying it must have been set up in error alongside another one so was put back and was still brand new despite its dustiness, but feeling uncomfortable we declined and ended up buying a laptop online elsewhere after more time to deliberate. Score none for Currys.

So on to the fridge debacle. Having plumped for our Hotpoint fridge (which unbeknownst to us was actually supplied by Indesit) via the website the whole procedure was pretty smooth until trying to select a timeslot for delivery at which point gremlins overtook the system and always reverted you back to that same page no matter what button you pushed. Thankfully a call to their helpline operated by a most helpful individual allowed them to manually set our timeslot which was the last good thing they did. On the day of the delivery we received a phone call announcing their imminent arrival and our fridge was delivered with no problems (albeit with no obvious protective packaging either). Following their instructions we waited the appropriate time to allow it to settle before switching it on then waited for the coolness to commence. The next day...no coolness. My father, being an electronics engineer guessed the problem was a failed compressor and wanted to take it back to get a refund and a replacement as we were now without a fridge.

Phoning up Currys' helpline to ascertain the returns procedure proved impossible as all routes led to Indesit's own helpline (an irritating automated service) which resulted in telling us we'd need an RA number to get a refund and in order to get one of these an engineer needs to check the machine...the next available time being in 5 days' time. So we'd be left without a fridge for a minimum of a week due to their shoddy merchandise. Their next astounding piece of advice was to contact our local Currys to see if we could take it back to them (still impossible since all calls lead to Indesit). Driving in to the Bracknell branch we were told that yes, we could bring the fridge in and get a refund...liar liar pants on fire. Doing just as we were told, we brought the fridge in at least being given assistance to get it into the store and then we were allowed to select a replacement that was all packaged and paid for. When it came to refund time we were then met with an immovable wall of insulting disbelief as the deputy manager at first didn't believe that there was anything wrong with it and that we should wait at least 48 hours for it to reach its cool temperature. Dad, the electronic engineer told him "poppycock" or words to that effect. We were then informed that an engineer needed to see the machine to get an RA number so a refund wasn't possible so now we'd paid for two machines (not great if you are very short of funds). We were also told that the machine had to be tested at our location and that we would have to take it back home. As a gasket was very nearly blown they finally relented and told us they'd get an engineer to check it out in-store and get back to us with a phone call within a few days...

...which never came. Eventually phoning up the Indesit helpline to confirm an engineer had seen it we then went back to the store where the deputy manager apologised and informed us that the paperwork was ready to give us a refund...if only they had a working pen. After establishing there was no working pen in-store we provided them with a pencil and got the ball rolling...as far as them phoning up their appropriate department to discover they couldn't get this ever vital RA number because the engineer, who had confirmed it was indeed a compression failure, had not done it at our residence but in-store so yet again no refund was possible. The next to useless manager was called, and recognising that a serious eruption was likely to occur thankfully yielded and gave us the refund without this seemingly essential RA number and we went off on our merry way with our fully functioning BEKO fridge vowing to avoid Currys like the plague from here on out. So that was at least an hour wasted on the phone with 4 different calls at our own expense trying to sort a return out, an hour wasted in-store the first day arguing about getting a refund an another half an hour wasted on the second day actually securing the refund. All in all, Currys put up a bad show on this occasion.

So, two attempts to buy things from Currys and two bad experiences. I can't say for sure that they are terrible at sales and customer service but it sure looks that way. In the Bracknell branch, the staff are difficult to get the attention of, don't exude a well-trained aura and were a little heavy handed with their sales technique (perhaps pushing for commission?) with one being a little patronising towards two girls trying to buy a laptop. The managers seemed weak and ineffectual when it came to returning our very defective fridge and caused a lot of unnecessary aggravation with their lack of communication and zero understanding of how their own silly procedures work. Their website was also glitchy, but on the bright side their prices and range of products were pretty good and the delivery was a smooth procedure despite the faulty equipment and if I ever decided to buy from them again I'd cut out the store and just do it online to save dealing with them in person. Still we do now have a working fridge out of it (not through Indesit this time) but we'll see how long that lasts as I'm not feeling a whole lot of confidence...it may have just been an unlucky experience but I wouldn't recommend dealing with Currys if there are other convenient stores selling your products as you won't be able to count on decent customer or aftercare service.

Community evaluation

This review was read 626 times and was rated at
60% :
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exceptional

Comments on this review

  • afy9mab published 24/03/2014
    A great review - a shame about the service.
  • ntg13 published 14/02/2014
    Fantastic review!
  • Dentolux published 26/01/2014
    Someone should sue these guys for false advertising. Currys? I went to their store and couldn't find any spicy Indian cuisine.
  • Did you find this review interesting? Do you have any questions? Sign into your Ciao account to leave the author a comment. Log in

Product Information : Currys (Shop)

Manufacturer's product description

Ciao

Listed on Ciao since: 29/09/2000

Currys (Shop) - Review - Currys - nice to eat but not great to shop in

Mildew82 2

Mildew82

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About me: Yikes! It's been a while. A new job role has taken up most of my time recently but my reviewing days are back...

Member since:25.03.2010

Reviews:271

Members who trust:122

Quote-start

Currys - nice to eat but not great to shop in

Quote-end
13.01.2014

Advantages:
Good range of products (at least online) and good home delivery service

Disadvantages:
Useless refund procedure, bad helpline, a weak manager and heavy handed sales assistants

Recommendable No:

Detailed rating:

Price

Value for money

Selection & range

Quality

Staff knowledge

City / Branch addressBracknell

Frequency of visitOnce or twice a year

Layout & presentationAdequate

AvailabilityGoods are often missing

In store customer servicePoor

After-sales servicePoor

Waiting / queuesMedium

45 Ciao members have rated this review on average: exceptional See ratings
exceptional by (60%):
  1. afy9mab
  2. ntg13
  3. Dentolux
and 24 other members
very helpful by (40%):
  1. euphie
  2. anonymili
  3. Chippytarka
and 15 other members

View all ratings

The overall rating of a review is different from a simple average of all individual ratings.

Share this review on

It was high time we needed to buy a new fridge in the Jewell household as our current one was just not efficient anymore and was getting seriously overworked. Currys is such a reputable company in the sale of household white goods and other electrical equipment that we decided to buy a sparkling new Hotpoint fridge from them (via their online website) since they were offering pretty good deals at the time but it was at this point that things started to go wrong with a tale of three villains. The worst of the villainy came from our local Bracknell Currys store, but their online website and suppliers Indesit and their (un)helpline were not blameless either, but I feel this review is mostly about the in-store customer service we received hence placing it in this offline store category. First things first though, a little more about Currys PC World and how they rate as a shop in general (at least in Bracknell). So they do pretty much offer the whole shebang, you can get washing machines; washer dryers; tumble dryers; dishwashers; fridges; freezers; fridge freezers; cookers; hobs; microwaves; toasters; kettles; irons; hairdryers; fans; heaters; vacuum cleaners; steam cleaners; TVs; DVD/Blue-ray players; digital set top boxes; gaming consoles; cameras; memory cards; binoculars and telescopes; phones; radios; music players; satnavs; broadband; computers; printers, and computer accessories. That's a lot for one store! Obviously though there can only be a limited number of items from their repertoire in-store which means even if something is on their website it is not guaranteed to be available to see onsite and mostly just the more popular items seem to be on offer.

Currys do provide a fairly extensive range of products with well-known brands for a good range of prices so can just as easily splash the cash or go budget especially taking advantage of frequent sales depending on your needs so this is the kind of store for the average Joe, though for more specialist products that may need a more expert hand this many not be the store of choice as there are some doubts about the training and expertise the roaming staff seem to possess. Personally, I feel that unless you are after a product you really want to see and possibly have a fiddle with, you'd be better off buying via their website to avoid the disappointment of it not being in stock and take advantage of the home delivery option (especially for bulky items that you don't want to be lugging about). Home delivery for purchases made in-store are subject to the same timeslot system as online so even if you buy a purchase, with home delivery you may well have to wait several days before receiving your good, so if it's an emergency buy you may have to make your own arrangements if you want to pick it up immediately.

Our first experience with the Bracknell branch of Currys PC World came when my sister was looking to buy a new laptop but not being the most technically savvy she wanted me to come along and offer my slightly better knowledge. We had a little browse and noticed a couple of potentials but it took quite a while to grab hold of an assistant to help. When we explained our requirements about being able to run a memory hungry specialised piece of software it became slightly obvious that they didn't necessarily know which would be the best model for us (i.e. they were clueless and had never heard of the software) and that we probably had a better idea than them (we felt they may have been trying to upsell us to more expensive models...hmmm). Also, rather patronisingly, the sales assistant having discovered neither of us had used Windows 8 before offered up the challenge of working out how to switch off the computer for a reward of a free 6 month insurance package only to be rather taken aback when I did it straight away. It's not exactly rocket science. When we decided upon the perfect model, lo and behold it wasn't in stock. On to our second choice - one left. Plumping for it, it took a good twenty minutes to locate as it had mysteriously disappeared in the bowels of the warehouse only to come out in opened packaging plus it had obviously been used as a display model since it was already set up with a user profile. He tried to blag his way out of it, saying it must have been set up in error alongside another one so was put back and was still brand new despite its dustiness, but feeling uncomfortable we declined and ended up buying a laptop online elsewhere after more time to deliberate. Score none for Currys.

So on to the fridge debacle. Having plumped for our Hotpoint fridge (which unbeknownst to us was actually supplied by Indesit) via the website the whole procedure was pretty smooth until trying to select a timeslot for delivery at which point gremlins overtook the system and always reverted you back to that same page no matter what button you pushed. Thankfully a call to their helpline operated by a most helpful individual allowed them to manually set our timeslot which was the last good thing they did. On the day of the delivery we received a phone call announcing their imminent arrival and our fridge was delivered with no problems (albeit with no obvious protective packaging either). Following their instructions we waited the appropriate time to allow it to settle before switching it on then waited for the coolness to commence. The next day...no coolness. My father, being an electronics engineer guessed the problem was a failed compressor and wanted to take it back to get a refund and a replacement as we were now without a fridge.

Phoning up Currys' helpline to ascertain the returns procedure proved impossible as all routes led to Indesit's own helpline (an irritating automated service) which resulted in telling us we'd need an RA number to get a refund and in order to get one of these an engineer needs to check the machine...the next available time being in 5 days' time. So we'd be left without a fridge for a minimum of a week due to their shoddy merchandise. Their next astounding piece of advice was to contact our local Currys to see if we could take it back to them (still impossible since all calls lead to Indesit). Driving in to the Bracknell branch we were told that yes, we could bring the fridge in and get a refund...liar liar pants on fire. Doing just as we were told, we brought the fridge in at least being given assistance to get it into the store and then we were allowed to select a replacement that was all packaged and paid for. When it came to refund time we were then met with an immovable wall of insulting disbelief as the deputy manager at first didn't believe that there was anything wrong with it and that we should wait at least 48 hours for it to reach its cool temperature. Dad, the electronic engineer told him "poppycock" or words to that effect. We were then informed that an engineer needed to see the machine to get an RA number so a refund wasn't possible so now we'd paid for two machines (not great if you are very short of funds). We were also told that the machine had to be tested at our location and that we would have to take it back home. As a gasket was very nearly blown they finally relented and told us they'd get an engineer to check it out in-store and get back to us with a phone call within a few days...

...which never came. Eventually phoning up the Indesit helpline to confirm an engineer had seen it we then went back to the store where the deputy manager apologised and informed us that the paperwork was ready to give us a refund...if only they had a working pen. After establishing there was no working pen in-store we provided them with a pencil and got the ball rolling...as far as them phoning up their appropriate department to discover they couldn't get this ever vital RA number because the engineer, who had confirmed it was indeed a compression failure, had not done it at our residence but in-store so yet again no refund was possible. The next to useless manager was called, and recognising that a serious eruption was likely to occur thankfully yielded and gave us the refund without this seemingly essential RA number and we went off on our merry way with our fully functioning BEKO fridge vowing to avoid Currys like the plague from here on out. So that was at least an hour wasted on the phone with 4 different calls at our own expense trying to sort a return out, an hour wasted in-store the first day arguing about getting a refund an another half an hour wasted on the second day actually securing the refund. All in all, Currys put up a bad show on this occasion.

So, two attempts to buy things from Currys and two bad experiences. I can't say for sure that they are terrible at sales and customer service but it sure looks that way. In the Bracknell branch, the staff are difficult to get the attention of, don't exude a well-trained aura and were a little heavy handed with their sales technique (perhaps pushing for commission?) with one being a little patronising towards two girls trying to buy a laptop. The managers seemed weak and ineffectual when it came to returning our very defective fridge and caused a lot of unnecessary aggravation with their lack of communication and zero understanding of how their own silly procedures work. Their website was also glitchy, but on the bright side their prices and range of products were pretty good and the delivery was a smooth procedure despite the faulty equipment and if I ever decided to buy from them again I'd cut out the store and just do it online to save dealing with them in person. Still we do now have a working fridge out of it (not through Indesit this time) but we'll see how long that lasts as I'm not feeling a whole lot of confidence...it may have just been an unlucky experience but I wouldn't recommend dealing with Currys if there are other convenient stores selling your products as you won't be able to count on decent customer or aftercare service.

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Comments about this review »

afy9mab 24.03.2014 18:27

A great review - a shame about the service.

ntg13 14.02.2014 09:31

Fantastic review!

Dentolux 26.01.2014 09:42

Someone should sue these guys for false advertising. Currys? I went to their store and couldn't find any spicy Indian cuisine.

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Review Ratings

This review of Currys (Shop) has been rated:

"exceptional" by (60%):

  1. afy9mab
  2. ntg13
  3. Dentolux

and 24 other members

"very helpful" by (40%):

  1. euphie
  2. anonymili
  3. Chippytarka

and 15 other members

The overall rating of a review is different from a simple average of all individual ratings.



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