Currys complaint: Disappointed and dissatisfied

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1. 

   Basingstoke store 26 Nov 2021

   UPDATE: After 6 days of calling Curry’s 0344 number and having 5 different people trying to contact the Basingstoke store calling and emailing and asking them to escalate my call and concerns, today a very determined customer service agent at the 0344 number said she would continue to call that Basingstoke store all day and escalate my issue to the director level. FINALLY, a person named Wayne called me and said my new paid for laptop was ready to pick up. I went to the Basingstoke store and found out that a person named SEAN who worked in the data transferServices department actually did the work on my laptop and it was SEAN who decided not to call me. Sean tried to lie and say try that he called me and it would not go through, however how could explain how Wayne could call me and get through easily. Even more how could SEAN explain while Curry’s has all my contact information both email and cell phone why did he not verify my data and keep calling me. Ironically, when I walked up to the counter Sean ignored my presence at first and I told him, that when he got through with what he was doing that I wanted to speak to the store manager to file a complaint and if he wanted to act like he was going to ignore me, it won’t work very long. SEAN gave me that look like he could care less but was amused. It was very ironic to later find out that he failed Curry’s and himself. However, even with Sean’s failure you have to wonder how 5 people at the Curry’s 0344 number cannot reach the store via phone or email. Also when I called the advice video conference line you call before you make a purchase that person said Curry’s policies makes it nearly impossible for him to help me in any way. I was able to get my laptop and then I spoke to the Basingstoke store assistant manager Cush. I challenged CUSH to have a manager’s meeting and dissect every step of my interaction and understand the systemic issues in place that allows all the failures with this experience. Cush (she) did seem to listen and hear me out. I told her that I should not have to pay for the data transfer services however I will leave that with their management team to decide. The refund should be done out of principal and a case study to retrain all their employees. I would fire Sean right away. He still does not care and those quite people are so dangerous to a successful business. I told Cush that I am just one person, However the first hand customer insights to their business that I have now is priceless. Before this, I loyally took my old laptop and bout a new laptop at Curry’s. This will not happen again. When hundreds or maybe thousands of customers have to go through what I did, it may be too late or at least very expensive. I explained to CUSH (Assistant Manager) that in addition to engaging Complain.Biz where they are doing the social media work for me on Twitter, Facebook and Instagram and contacting Curry’s headquarter location that I also wrote a letter to their Corporate address and filed complaints on their website under the virtual help surveys. Many say to me why bother as they don’t care and Curry’s will never call me back. Well, thank you to one customer service Agent that I spoke to today at the Curry’s 0344 number who I don’t know her name who after hearing the entire story this morning from me said she will commit to calling the Curry’s Basingstoke store every 30 minutes during her entire work shift and escalated my concerns to her management team. She did it and Wayne was told to call me and I now have my laptop and I advised CUSH ( Assistant Manager) how great it might be to be able to say when all the complaints finally find their way to the Basingstoke store to say that she has spoken to me, refunded the data transfer fees and apologised and dissected every failure and retrained their employees and maybe held a few of the accountable. I wish them good luck. Hopefully they will learn something about business and life in general. Thanks for your time in reading all of this. When we all speak as one we don’t have to settle or put up with this. Have a great life! Thankful and humbled

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2. 

   Basingstoke store 6 Dec 2021

   NICE COMMUNICATION FROM CURRY'S CUSTOMER CORRESPONDENCE TEAM:

   Dear Mr Elmore,

   Thank you for your recent contact with Currys.

   It is concerning to learn of the experience that you have received with the purchase of a laptop from our Basingstoke store. Customer service is paramount to us and we endeavour to deliver the highest standards to all our customers. Your experience is not indicative of the standards we strive to achieve as a company and I would like to apologise for any negative impression that has been created.

   We have documented your complaint under reference number CC4506417 to ensure this is reviewed and steps are taken to prevent this level of service from happening again. any training or disciplinary matters identified during this process will be dealt with accordingly. As this is an internal investigation we are unable to disclose the outcome.

   It is always disappointing to hear from an unhappy customer, however, it is through correspondence such as yours that we are able to continually improve the services we provide.

   Thank you for taking the time to contact currys. i apologise for any inconvenience caused.

   Kind Regards

   Customer Correspondence Team

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3. 

   Basingstoke store 6 Dec 2021

   My solution was that I received my paid for laptop 8 days after it was promised. I did suggest out of principle that Curry's should refund the data transfer fees (£65), however that is more about Curry's than me. I did appreciate the discussion with Cush (Basingstoke assistant manager) and the email from Curry's Customer Correspondence team.

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