Dear Currys Customer Services,
Order number: CUR2673335587
We purchased a £414 Nintendo Switch bundle for my son, which he paid for using his Christmas and birthday money. Unfortunately, the bundle included a Mario Kart backpack buddy (keyring) that was already damaged inside the box, which was extremely disappointing for him.
I contacted your customer service team immediately to report the issue. I was advised that the damaged keyring would need to be collected, inspected, and then replaced only if Currys deemed it damaged. Although I found this surprising for such a small item, I agreed at the time.
After reflecting over the weekend, I called back to explain that this process seemed like an unnecessary waste of time and money for both ourselves and Currys. I asked whether you could instead send a replacement keyring, or alternatively issue a refund for the item along with a small goodwill gesture (£10). This request was refused.
During this call, I asked to speak with a manager. I was transferred to another advisor who repeated the same response, spoke over me, and then stated that there was no manager available. This was extremely frustrating and unprofessional.
During my phone call, I was also advised that Currys does not have an email address for complaints and that I could only write by post. This information appears to be incorrect, as I am now submitting this complaint via your published customer service email channels. This added to my frustration and delayed resolution unnecessarily.
Overall, I am very disappointed with both the handling of a clearly damaged item and the poor level of customer service I received. What should have been a simple resolution has turned into an unnecessarily negative experience.
I would appreciate this matter being reviewed properly and a reasonable resolution offered, as I would expect better service when spending a significant amount of money with your company. At present, this experience has left me reluctant to purchase electrical goods from Currys again.
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