Wow.. where do I start? I sent an item in for repair. The problem persisted. I then arranged to have it returned for a refund as per section 20 of the consumer rights act 2015. They mistakenly booked it in for another repair. I was then told multiple times that it would be refunded and they apologised for the mistake.I then had somebody named Danny (customer escalation level 2) calling me to say "we're not refunding you". He was rude and confrontational. I then explained the situation and he backtracked and apologised and said he misunderstood the situation. He then confirmed that I will be refunded once they return the item and I arrange for it to be collected. All was fine at that point.Danny calls me back a few hours later and says "actually no we're not refunding you as we can't find a fault". As per the CRA, they had their one opportunity to fix the item, it didn't work, therefore I'm entitled to move forward with a refund. He said "no you're wrong". When I asked if he's aware of the CRA, he said "yes and you're not getting a refund, that's final". Currys staff have messed me around multiple times, they've lied over and over and have completely disregarded my rights which is illegal. This has now become a legal matter due to their negligence.Danny was horrible to talk to and it has left me feeling very distressed. I suffer with my mental health already and he has added such unnecessary stress and I want it to be known and investigated. Awful service from Danny. He even laughed at one point... Terrible. Again, under the consumer rights act - I refused any further repairs in favour of the refund that I am entitled to. Currys had an opportunity to repair and the problem persists. Therefore, I am entitled to a refund. Currys cannot just bypass the law and make their own rules. It doesn't work like that. I recommend everybody to take your business elsewhere unless you're prepared to go to court for their illegal actions.I have been willing to return the item for a refund. I've never known a company to be so difficult towards their customers. This is a really bad service from quite frankly a really bad company. This will be taken further.UPDATE: I had a call from first line manager, Matthew. He called me in regards to the complaint I made about his colleague. He matched Danny's attitude and spoke to me disgustingly. He accused me of lying, being at fault and also misquoted the CRA. It was clear this phone call wasn't made to resolve any issues but was made to defend his colleague, Danny. He didn't speak about Danny's actions or behaviour and had no interest in discussing the complaint. He simply wanted to say "we're right, you're wrong". Another awful experience...
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