Review Time
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).
Curries gives the option of a delivery date. I chose the date and no parcel arrived. Later that evening I received an email to say the parcel was arriving the next day. What’s the point in asking the customer when it’s convenient to deliver their order and then not deliver it until the next day? Spent all day hanging around waiting for a parcel that never arrived 🤷♀️
I ordered a Hotpoint HDG6GDCX 60 cm gas cooker, stainless steel, with lid on 4 November 2025. Currys confirmed it would be dispatched within 21 days, and a delivery date of 27 November was given.As of 25 November, I was told delivery would be 12 December, more than two weeks late. This cooker is essential for daily use, and with Christmas approaching, the delay is a critical household issue.I have escalated to the Currys Executive Team and included the CEO office for oversight. I expect Currys to either deliver the original cooker by 28 November, or provide an equivalent or superior 60 cm gas cooker in silver/stainless steel, with a lid and equal or better specification and cost, immediately available, so the primary user can decide.This is a serious failure to honour contractual delivery commitments and affects our ability to perform essential household functions.
This has been the worse experience I’ve ever had ordering goods online. I will never buy from curry’s again. The stress from the below events is still ongoing and has seriously affected my mental health.8 Nov – Ordered washing machine for delivery on 12 Nov.12 Nov – Delivery driver arrived with no appliance in the van, yet still took our old machine leaving us with nothing. Promised a call to rebook (never happened).Spent hours contacting the call centre with no answers. Forced to use laundrettes for two weeks at significant cost.13–14 Nov – Webchat cut off multiple times. India call centre confirmed the item “was not in the van.” Complaint raised.17–20 Nov – contact with the Complaints team made but offered no explanation and a ridiculously small compensation, also refusing proper escalation to management even after we explained the stress, costs and lost wages.21 Nov – New delivery slot given for the next day. Complaints team asked for laundrette receipts (paid in cash). We continued to insist on escalation to management.22 Nov – Second missed delivery.Stayed home all day, more lost wages.Spent nearly 2 hours to India call centre again receiving contradictory excuses (“driver arrived,” “driver didn’t arrive,” “item not on van”). One advisor said he is terminating my call when asked for a manager.23 Nov – More failed calls, cut-offs and new excuses (“no space on the vehicle”). Told to wait for complaints again. Emailed demanding appropriate compensation.24 Nov – another day off and lost wages. Phoned India again, told item was definitely on the van and due by 12:30 and driver would call an hour beforehand. No call from the driver. Finally delivered at 12pm. Chased complaints again.25–26 Nov – Still no response from complaints and continuing to chase. Received an unsolicited £20 gift card via post we did not agree to.
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