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“POOR SERVICE - MUST BE HOW THEY MAKE THEIR MONEY!”

written by MACH13 on 31/01/2015

I've just spent 3 hrs over 2 days and 3 call to customer service trying to cancel my online order due to a delivery issue..

Here's the Gist - i've cut out all the rubbish....

NB There was a delivery address issue with the order – The last time I had ordered from Currys online was when I ordered a fridge for my son who live about 150 miles way. The system defaulted to this address and not my billing address – I didn't know this until the transaction confirmed…
- I called within seconds of making the order online

First call=
Advsr: Sorry sir cant fix the delivery issue but can cancel the order.
Me: ok lets cancel... have you done that?
Advsr: Yes sir I've cancelled the order...you will receive confirmation by e-mail

Next 30 mins later - email recd - "Sorry you want to cancel, we cant let you as its already out for delivery!"

Second Call -
Different Advsr No 2: Yes sorry system says cant cancel its already out -
Me: but the previous person said they had cancelled it for me
Advsr : Yes dont know why he said that, We can change the delivery when you get the tracking number
Me: Really?
Adsr: Yes ring us with it when you get it....


Tracking number arrives about 6 hrs later - email says goods NOT arrived for dispatch....
Customer Support were now closed so could only call them next day.

Third Call
Advsr 3 - sorry cant change delivery once its dispatched -
Me: but that not what the previous person said...
Advsr3: - Yes - dont know why they said that..
Me: can I speak to a manager -
Advsr 3:sorry they are busy dealing with another escalation right now...- but they have said I can ring royal mail to resolve the delivery address. -
Waiting for 5 mins....
Advsr3 : sorry cant do that.... they wont let me change it now its out for delivery.
Me: but its not out for delivery- tracking still says they still haven't even received it yet.
Me; I want to speak to someone in charge
I asked this repeatedly.......

A long conversation ensued about options which led nowhere... lots of apology about their bad service.. but nothing to help me at all

Meanwhile I'm paying for these calls

I order from the internet regularly this is the worst experience I have ever had.

The matter remains unresolved…. 
Meanwhile I'm paying for the call- I'm guessing that's why they keep you waiting.

With such dreadful service they must be earning a fortune from these calls.....

NB NO RESULT- PAID CURRYS EXTRA ON USELESS CUSTOMER SERVICE - FOR NO RESULT WHAT SO EVER..