Currys PC World apologises for delaying refunds, replacements of faulty products during pandemic

·3-min read
Which? noted that around 1,500 disgruntled customers have joined a Facebook group called “Currys PC World – where’s my refund”. Photo: Getty Images
Which? noted that around 1,500 disgruntled customers have joined a Facebook group called 'Currys PC World – where’s my refund.' Photo: Getty Images

Currys PC World said it was “truly sorry” after consumer group Which? found that customers are struggling to get refunds and replacements for faulty products they have bought from the electronics retailer.

A spokesperson for Currys PC World, owned by Dixons Carphone (DC.L) told Which? the company was “truly sorry to customers who haven’t received the standard of customer service we expect of ourselves.

“Our greatest concern has been the safety of our colleagues and customers and have had to adapt to new ways of working in a very challenging environment.”

Since January, Which? said it has received more than 1,700 complaints about the company — nearly 10% of all complaints Which? has received about faulty goods.

It spoke to 20 Currys PC World customers and found they have been either “fobbed off to the manufacturer” or faced lengthy waits. Which? has also heard complaints about failed and delayed deliveries.

One of them was an NHS key worker whose washing machine wasn’t satisfactorily repaired and she ended up waiting months for a goodwill replacement.

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The consumer group also noted that around 1,500 disgruntled customers have joined a Facebook group called “Currys PC World — where’s my refund.”

In a recent Which? survey on the best places to buy home appliances, Currys PC World finished in 14th place out of 29 companies and received a poor two-stars for its after-sales service and returns.

Which? warned that as Black Friday and Christmas approaches, shoppers should factor in Currys PC World’s poor customer service record.

Adam French, consumer rights expert at Which?, said: “We regularly get complaints about Currys PC World, but the number of problems reported has soared in recent months — suggesting customer service levels have hit rock bottom during the pandemic.

“While the coronavirus pandemic may have impacted deliveries and service earlier this year, many retailers have adapted, improving customer relations and service so Currys PC World has no excuse — it must clean up its act.”

Which? advises Currys PC World customers to be aware of their rights to a repair, replacement or refund with faulty goods.

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If the fault is detected within 30 days, they are entitled to ask for a full refund, or a repair or replacement. After 30 days, they are entitled to a repair or replacement. If the retailer can’t fulfil a suitable repair or replacement, they can be asked for a refund.

It warned customers to watch out for sneaky fees — if they are returning a faulty item they shouldn’t have to pay to send it back. They should also be reimbursed for an independent engineer’s report if it’s proven that the product is faulty.

It also recommended customers get in touch with their bank, as they might be able to get their money back by making a claim with their bank or credit card provider.

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