On 5 November I ordered a Dyson Airstrait from Currys for £300 and paid extra for next-morning delivery. All seemed fine until lunchtime the next day, when I got a text saying:“Sorry your Currys parcel is delayed due to unexpected issues, updates here.”On the DPD tracking it just said “unexpected issues in your area” – and that’s all I ever received. No further updates, no delivery and no explanation.After a week of trying to work out where the parcel was, I rang Currys and asked for a refund. They agreed and said it had been processed. The email I then received said: “We're reviewing your returns request… Once we've received your item(s), we'll process your return… It may be up to 14 days… You don't need to do anything else right now.”This raised alarm bells. How can they wait for a return of an item that DPD has clearly lost and never delivered?I rang again and was told to wait 14 days for the refund. I did. No refund arrived.I rang a third time. The call handler apologised and agreed they could see the item had not been delivered, but said they still could not authorise a refund because I had not returned the item. They would “pass it to another team” who would call me within 48 hours to agree a solution. I said I didn’t need a phone call to “agree a solution” – I simply wanted my money back for an item I never received. I asked to speak to a manager and this was refused.48 hours later, no phone call.It is now 28 November, over three weeks since my original order. I am still out of pocket, with no product, no refund and no clear route to resolve this.At this point I have no confidence that ringing the support line again will achieve anything different. This experience has really put me off ordering from Currys in future.If anyone from Currys is reading this review, please arrange my refund for the item that was never delivered.
Claim your business profile now and gain access to all features and respond to customer reviews.
