I purchased a washing machine from Currys on 07/04/2025. The weighted casing has split in two and hoover attended promptly to arrange a repair and deemed it beyond repair. They gave me a returns/uplift code to arrange a replacement or refund through currys. I called currys and was offered another washing machine of a similar cost on the 19/11/2024. I chose a replacement and was told delivery was arranged for the 22/11/2025.
The "back office team" refused the returns/uplift code as being "too short". I wasn't notified of this and only found out when I called Currys on the 22/11/2025 to check the delivery as I hadn't received a time slot. The person I spoke to on the 22nd called hoover to check the code, and confirmed it was legitimate, which took her all of 5 minutes, so why the back office team couldn't is shocking as I'm sure they would have been aware of how to do that.
I have called numerous times since and have been given different timescales every day. I was told to wait 24-48 hours for confirmation initially, then the next day I was told to wait another 24 hours, and on the 25/11/2025 i was told delivery will be in 3-5 working days, and would receive an exact date within 24 hours. Of course, I didn't receive anything and called back today. I was told by the agent that she would call the relevant team when I asked if a refund could be arranged instead so I could buy one elsewhere. I was put on hold for an hour, before finally getting through to someone who had no idea why I was calling, but managed to arrange a refund and collection for the old washing machine after around 40 minutes on the call. Hopefully that goes smoothly, but I dont have much faith. I've ordered a different washing machine from AO.This process has taken around 2 and a half weeks and 19 phone calls (as the majority of their customer service agents are poorly trained and lacking in knowledge save a few) since first reporting the fault, which is a long time when you're paying to use a laundrette and have work and school clothes to wash. I dont know how much longer this would have taken had I not been able to get the refund (hopefully).
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