Dear Mr Baldock,
I have been a loyal customer of Currys for many years; however, your response to this email will determine whether I ever shop there again. I am writing to formally raise a complaint regarding the unacceptable and prolonged difficulties I have experienced in obtaining a refund for a returned Gaming Wheel.
Below is a clear timeline of events:
3 January 2026
I returned a Gaming Wheel to the store. I was told it would be sent off for replacement and that the store would contact me. I was advised this would take “a few weeks.”
3 February 2026
3/2/26 After 4 weeks, I hadn't heard anything so went back to the store. I spent 40 minutes in the shop trying to sort it with Jo. She said they were unable to provide a replacement but could only offer a gift card (the law says a refund has to be on the method paid). I had to return to work. I missed Jos phone call so I tried calling her back. A formal complaint should have been raised but wasn't.
Time spent: 40 minutes
3/2/26 I actually called the online team. I spent 57 minutes on the phone and spoke to 8 different people. I was told a refund had been issued.
Time spent: 57 minutes
4 February 2026
I returned to the store. Jo called the call centre who said the issue had been escalated and I will get an email in 24/48 hours. I should call back if I don't receive it. Jo could not see any record on her system for the 57min conversation I'd had on 3/2/26.
Time spent: 1 hour.
9 February 2026
I made more calls and spoke to 4 people. Two hung up on me.
Nothando informed me she had arranged for a manager to call me within 24–48 hours and that she had emailed the store to confirm the return of the item.
Time spent: 46 minutes.
10 February 2026
Nothando called to say she had emailed the wrong Cardiff store and was not allowed to contact the correct store by phone. She resent the email.
Time spent: 8 minutes.
13 February 2026
I spoke to two further online agents. They said the store had not replied to the email and that there was no time limit for them to respond. They also told me that only the store could issue the refund.
I asked why the promised manager call had not happened and was told that it had never been booked. I was also informed that Jo had told the call centre I refused a gift card.
Time spent: 40 minutes.
That evening, I made a third trip to the store and spoke to Louis. He had no record of the call‑centre email. The only call logged on the store system was from 30 December 2025.
While I was present, Louis spoke directly with the call centre; they sent him the missing email, which he replied to immediately. I was then told I would receive a refund within 24–48 hours.
Time spent: 40 minutes.
Impact
3 round trips to the store (50 minutes each)
Over 20 staff members spoken to
Approximately 11 hours spent attempting to resolve this
Significant frustration, inconvenience, and stress caused
3 hours spent compiling this complaint
What I Expect
If I do not receive my refund by Monday, I will have no choice but to proceed with a small claims court application.
In addition to the refund, I expect fair compensation for:
My time (11 hours)
My travel costs
The inconvenience and distress caused by being repeatedly misinformed, passed between departments, and given contradictory information
My time is not free, and it is just as valuable as yours. I have been extremely patient throughout this process, and I expect Currys to acknowledge the substantial inconvenience caused and respond in a manner that reflects this.
I look forward to your prompt response.
Yours faithfully,
Helen Hampton
Claim your business profile now and gain access to all features and respond to customer reviews.
