On 13.12.2025, I visited the Currys store located at Northampton 4A, Nene Valley Retail Park, Northampton NN1 1ET.
I decided to buy my husband a phone as a Christmas gift. I chose the Samsung S25 Ultra and arranged financing through Creation.
The sales assistant informed me that there was a promotion at the time and that I would receive a free screen protector for the phone. I agreed. However, when I arrived home, I noticed that I had been charged £40 for the screen protector, which I had been told would be free.
On 15.12.2025, my husband began using the phone and discovered that the battery drained completely after approximately six hours of use.
On the same day, 15.12.2025, I returned to Currys and requested to return the phone because the battery life was very poor and it was discharging far too quickly. An employee informed me that they needed to carry out some tests. I agreed.
After completing the tests, I was told that they could not accept the return because they had not found anything wrong with the phone.
I then asked to speak with the manager. A lady, whom I believe was named Erika, came to speak with us. She stated that they have an internal policy that does not allow returns once a product has been opened. She was very impolite and raised her voice at us.
I then asked what my options were if I no longer wanted the phone. She said they could send it to Samsung for repair or I could continue using it as it was. I felt this was very unfair.
She then provided me with a signed and dated document stating that tests had been carried out and that there was nothing wrong with the phone, despite my explanation that the battery was draining within approximately six hours.
The following day, I contacted Creation and explained the situation. I also called Currys and submitted a formal complaint.
After eight weeks, I received an email from Creation confirming that the store had accepted the return of the phone. This happened after eight weeks of stress, during which I was unable to use the phone but continued to make payments for a product I could not use.
I would like to express my gratitude to Creation for their assistance. However, I would also like to formally raise my concern regarding the very unpleasant experience I had with the store manager, who did not demonstrate appropriate communication skills, respect toward customers, or professionalism in handling the situation.
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