Currys
reviews and complaints

My wife went to your store at the Metrocenter Gateshead today and asked a salesman if he could show her a spotting scope, she was informed that "there is no such thing" and someone was having her on with the name and what it was for, he proceded to show her a telescope for £400.00+ and said he could get it delivered, she was very upset and left the store. This is not very good customer service as far as I can see and has spoiled a surprise gift for me.

My current washing machine broke, and my mother kindly ordered me a new one to be delivered on Saturday 27th, in time for a job interview on the coming Tuesday.
On the Saturday I get a call from the driver saying where am I? Turns out the customer service agent who took the order fat-fingered and put postcode down as AE rather than EA, and Road rather than Lane. Got told to ring customer services to rearrange delivery.
Told it would rearranged for the next day and to wait for the text confirmation.
No text confirmation. Called again Sunday morning.
Told sorry again (by the 1 of the 2 people out of 40 I've spoken to has more than a single digit IQ - 'sorry the drivers just tell you what you want to hear, as do most of my colleagues in customer service' - don't I know it!), but it would be rearranged for Tuesday. Not helpful at all.
Tuesday afternoon, after my morning job interview in smelly clothes, I get another call. Same driver. At the same wrong postcode.
Call customer services, who tell me sorry, she's put a note in the managers diary and it will be delivered again later between 7-8pm. Delivery again doesn't arrive.
Call customer services Wednesday morning. Ask to speak to a manager. Get transferred and say 'Hi are you the manager?' - 'No'. - What?
Ask to speak to the manager, again. Get transferred.
Ask again, are you the manager? Yes. Explain the issue, but he says he has no idea about a managers note or where my delivery is, takes no responsibility at all. After more questioning, turns out he's the manager of the delivery depot, not customer services. Says order must be cancelled and remade with the correct postcode.
Call customer services, AGAIN. Get hung up on.
Call customer services, AGAIN.
Ask to speak to the manager, AGAIN. Specifically say the manager of customer services. Cancel the order. Told I will get a call-back Thursday.
Mother is getting angry at spam text and callbacks, despite both me and her requesting updating the system with MY number, and specifically asking for only ME to be called from now on.
Get a text that the delivery has been rearranged for Friday?
Try ring Currys head office, number is inactive. Email head office. No reply as of writing.
Call customer services Thursday morning. Get hung up on.
Call again, get hung up on again.
Call again, ask if the product has actually been cancelled? I'm not available Friday I have a job centre appointment, did not confirm this date whether it has been cancelled or not. It has been cancelled.
Ask for compensation and told a manager will call me back in a few minutes, after confirmed MY number several times.
Wait 30mins, before my mother text me with a compo ref #, because they've rung her instead, again.
Call back customer services. Get hung up on.
Call again, ask for this manager to call ME back. Told i will receive £5 total. For 4 missed delivery days? Despite previously being told policy is £10/d, which itself is an absolute joke. £10/h please. Still no call.
Waiting for my mother to tell me they've called her again.
Still trying to find a direct contact # for someone at head office/corporate, anyone with a functioning brain? Doubtful, or this type of thing wouldn't happen. Try a different number for Hemel Head Office, which gives a new number to call. Call that number, and it redirects to the same roboservice as customer services. If i could punch someone now I would.
Website is the same circular links with no conclusion.

What an absolute disaster of a company. What a bunch of clowns.
AVOID AVOID AVOID.

Placed an order for a fridge on the 11/11 and was told the fridge will be delivered on the 22nd and then it was moved to 29th of Nov and after speaking to a manager yesterday, who basically just lied to me and said he has arranged the delivery for today the 30th but nothing today as well. Every agent I spoke to has been incompetent and not helpful. I even had an agent hang up on me today. This is the worst customer service I have experienced and it feels like all this was just a scam and I was given fake delivery dates to make sure I do not buy from anywhere else on Black Friday/Cyber Monday.

I have written to you before about my tv.
this was supposed to be collected on thursday 25th nov but had call from driver saying that he was not informed about bringing a tv box. so we arranged for it to be collected on friday afternoon,

when i called you i was told it had been arranged for collection on Monday the 29th nov. i never arranged that so another day wasted.
then the man told me it would now be back to me on the 6th nov which is unacceptable as it should have been collected on the 25th so why should i have to go 11 days without a tv. which is not my fault it is yours.

so now like i said in the other email i now want a replacement tv or a voucher for the price of a new tv and a compensation money

thank you

z j cooper e mail [protected]@gmail.com

Upon having spent nearly £2000 in a month at Curries, I am absolutely disgusted in their customer care and product support services and the pontefract store general manager, after he lied about installation and then said and I quote "if no one turns up to install, I'll say I told you so."
That is no attitude for a general manager and curries should be damn ashamed to employ him

Bought 2, 3 year warranties, 1 on a cooker, 1 on a washing machine. The online account says cooker has care and repair but not the washing machine.

I've spent an hour to different departments and it is ridiculous trying to get answers!

Also, no complaints department, so except for the 1 person I am talking to now on care plan, everyone else has been ignorant rude. Thank goodness for this one lady, I'll ask her name..
I went to head office and gave her credit.

But as for jumped up Pontefract General Manager, he wants to be losing his job like so many have over the past 18 years, not stag off curries online and tell a customer who paid £2000 on various products "I'll say I told you so".

Then it's taken another 3 calls to 3 departments to find out if the installation is confirmed. First I phone when it was delivered on 16th November, they said install on 24th, this morning I'm told 23rd, now on the phone again and waiting on hold while they call installation department.

The compartmentalisation of curries seem an absolute epic failure. And from all the reviews and complaints I've read in the last 2 hours, other people have spent equally as much, and are equally as dissatisfied with Curries support lines and in store service.

I'm still on hold, waiting, I'll continue in a moment... confirmed installation on 23rd.

But as Pontefract GM said "I would be surprised if they turn up, and I'll tell you I told you so if they don't."

Well played General Manager, I hope you lose your job so that a much better person, with a better attitude, a sense of decent communication to all members of public, not just paying customers.

Last week we visited the Cribbs Causeway branch and ordered the Kenwood intergrated slimline dishwasher. This was suppose to be delivered today but instead we received a free standing dishwasher!

We were in the shop for ages and the staff member was very helpful but unfortunately ordered us the wrong item.

As disappointing as this was, it was the terrible service I received after that I want to complain about. Customer services couldn't help so I had to return to the store to get a refund even though the delivery men took the new one back with them.
The member of staff I dealt with was unbelievable rude, could hardly muster an apology for the inconvenience and by the time I left the store made me feel like it was somehow my fault. She told me that the member of staff who served me works in the computing section so basically tough, it was human error. He actually approached us in the dishwasher section so we had no idea that this wasn't his area of expertise. I was left completed shocked my her attitude.

I feel Curry's could have done more to help put their error right but not even an offer order the correct product.

Repair Ref - 698132

LG TV developed blue screen, Issue raised with customer service and issue was determined to be "out of warranty claim". GBP 95 was taken from my account and was ensured that once TV is picked up, within 5 days I will get it back after repairs. Also that 95 quid will be refunded if the issue is a manufacturing one.
Pickup done on 3rd July but delivery to repair center was only done on 13th July. (Took them 10days for within UK service).
There has been no update on my TV ever since. Have tried calling several times and raised my complaint twice (on record!) Still have not received any update. They cant even tell me whats the issue with TV is or if at all it will be repaired or when! Thats gross competence. Being told there is no way to contact their repair dept and I will have to wait for email from them.. This has not happened even after almost a month after TV problem was reported.

Customer care/repair resolution dept is a disgrace. I have been left without TV for a month in a house hold of 2 little kids.. Wake up team Knowhow!

The TV comes on, the light changes to show its on but there's no picture, there is sound. I haven't even had the TV 2 years yet and I called and they told me the warranty was only a year this is rediculus a TV should last more than a year! I am willing to take this to trading standards if necessary. It seems to be a common fault this should be fixed when selling the tvs!

I purchased a Macbook Air 7th June 2019 from your Curry's PC World store in Watford.
On the 20th March 2020, whilst still within warranty, the screen went black and it stopped working. I returned it to Curry's PC World (Watford Branch) where I was told to take it to an Apple store and obtain a report, as it looked like it may have been a manufacturing fault.
Then unfortunately in March lockdown happened shortly after and I was unable to take it into Apple.
I tried to unsuccessfully contact your Customer Services Department by phone on 27th of April 2020 and so sent an email, explaining the problem and asking for some advice. I did not receive any acknowledgement of my email or a reply.
I emailed customer services again on the 20th May 2020 and again did not receive any acknowledgement or a reply.
I once again tried to contact customer services on the 28th May 2020 and again emailed and once again did not receive any acknowledgement or a reply.
When the lockdown restrictions eased this Month, on the 8th April I took my Macbook to Apple and received a report stating clearly that It was a manufacturing fault and I was not responsible for the problem. I duly took the report to Curry's Customer Support and one of your Support team emailed you with the report.
On the 20th April I received a phone call from your Customer Support saying that she had heard back from Head Office and they were going to email me (I have yet to receive any email from anyone) "They were looking more to possibly mending it."
I understand that there has been a pandemic and so normal services have been disrupted. I find it much more difficult to comprehend however, that I have not received one email from your Customer Support and everyone I have spoken to in your store has been at best ineffective and at worst unhelpful.
I am extremely upset and frustrated that this has been ongoing for over a year and I am no further forward in my goal of having a working laptop (which I paid nearly £800.) I feel that once it was found to be a Manufacturing Fault on the product, I should have been offered an exchange or at the very least vouchers to buy another.
Please could someone contact me immediately as I feel that it has dragged on long enough and I would like to resolve this problem as soon as possible.

I left several pieces of equipment for repair at the Currys Wimbledon store which was closed during the 2020 lockdown. I am told by the manager of Currys New Malden (where the equipment was reported to have been sent) tells me that my equipment cannot be located and advised me to write to corporate headquarters in Sheffield which I did in October 2020 and to which I have no reply. When I telephone [protected], the person answering my call listens to the reason for my call and forwards me to a phone which rings without answer until the call is disconnected. This is fraud and theft.

This is the letter I sent to Curry's on 10th February 2021. Thank you.

Good evening Team,

I wish to make a complaint about the service I have received from Team Know How.

In October 2020 my husband and I purchased a MacBook Pro 13" 512GB55D from the Curry's store in Stirling, Scotland. The serial number of the MacBook is C02DCAHEML7L. It was purchased using my husbands credit card.

The MacBook was for our 18 year old daughter who is studying Business at College. As my daughter's studies do not involve any hands on practical classes she has worked entirely from home via remote learning virtual classes since October to date. As such the MacBook has never left our home.

In January of this year when the MacBook was 3 months old my daughter was using it in the living room whilst sitting next to me on the sofa. She touched the screen using her index finger to adjust the angle of the screen and the screen went black. Despite several attempts to re-start the MacBook using various YouTube instructions it was clear that the MacBook was broken in some way.

I must state for the record that at at no point was the MacBook misused, dropped or in any way shape or form treated badly. My daughter has always looked after the laptop. We believe that the product was faulty from the point of manufacture with a weakness in the screen.

I contacted Team Know How in the 2nd week of January to ask for an engineer to look at the MacBook to determine the problem with the screen and have it fixed.

On 12th January Team Know How picked up the device from our home and took it to the engineer to be inspected. The Ref number for this inspection is 239539.

A few days later I received a text from Team Know How to advise that the MacBook would be returned unrepaired with a letter explaining why it was not repaired.

On 19th January 2020 the MacBook was indeed returned to myself. NO LETTER accompanied the product. I called Team Know How the following day to ask where the letter was. I spoke to David and Sean and was advised that the letter would be sent out again.

On 26th January I called Team Know How again to advise that no letter had been received via the post by us and asked if I could receive an email copy. I was advised that an email was not possible, but no explanation was offered. I asked for the letter to be sent to me once again. I was advised that this would be actioned.

On 3rd February 2020 I called Team Know How once again and spoke to Shaun, and was advised that the letter would be sent out again. I asked if I could make a complaint and was advised of this email address.

It is now 10th February and I still have not received a letter.

I am, as you can imagine, extremely frustrated that my daughter has now been without the essential use of her MacBook for college for over a month with no resolution to this issue in sight.

The letter explaining what is wrong with the product and the reason why it has not been repaired by Team Know How has been requested FOUR TIMES NOW. Without this letter I cannot proceed with having the MacBook fixed.

I will be disputing the engineers findings, via this email, via Apple and via my husbands credit card company, as I do not believe that this product has been fit for purpose and have been advised by telephone that the issue with the screen is OUTWITH warranty. This product cost my husband and I over £1600 and we will not rest until this issue is resolved in our favour.

I will be reporting the awful customer service that I have received via social media and other routes if I do not receive satisfaction to this complaint as a MATTER OF URGENCY. You will no doubt have service standards to adhere to in response to this complaint. I expect an acknowledgement of my complaint by return and a written response within 5 working days WITH A COPY OF THE LETTER IN QUESTION INCLUDED.

I have contacted the Citizens Advice Bureau during this time for advice and was advised that poor customer service is a common problem with Curry's. As such please rest assured, I will never be a customer of Curry's from herein. I am so disappointed that I am having such a battle over this situation. Team Know How can not prove that the MacBook was damaged by us. Indeed it was not. Please respond urgently to this email.

Many thanks for your response in advance.

Yours faithfully
Shona Young

Regarding a refund due for which I have been waiting several weeks. Re the above. I have spent 4 hours on the phone trying to get satisfaction on this, not to mention several hours on webchat.
Basically Currys are keeping my £349.99 and no doubt getting interest on it while I await a refund from you. I have a dispute raised with paypal re this not to mention another amount of £549.99 which they were supposed to cancel but which has been sitting as pending on my paypal account.

Due to the immense stress and inconvenience this has caused me I would expect compensation. This is not to mention the sheer frustration from getting told they would send a link to my phone to do a webchat and then cutting me off.

This has been my worst experience ever with a company.

Hi,

I hope you are well,

I am very upset with Currys at the moment and please don't use COVID as an excuse, this is far from the level of service that anyone would ask for.

I have honestly spent more than 10 hours dealing with this query and I have been patient with all staff members, but this is honestly not acceptable anymore.

Staff have said they would schedule call backs with the managers etc but I have received nothing it is now the 27th of January…

My first problem, I have 100+ orders with currys and I am unable to access my order screen, how is that I have no orders? It makes no sense (see screenshot below).

Secondly - I purchased 2x fridge freezers from you with the ref: CUR [protected], Currys did NOT deliver this product due to the van being too big to fit down the road. I had told them this before and they re-scheduled the delivery but again no fridge freezers were delivered. On the system they had said they delivered it when they didn't, its actually ridiculous, its basically stealing our products. I was charged £599.98 and was supposed to ask Currys why my product didn't arrive, no communication no help.

I then called and discussed with a staff member called Anne who was literally the only helpful person in the team. She advised to re-order the fridge freezers, but the price had gone up to £799.98, she had promised she would return the difference between £799.98 and £599.98 because it is not our fault that the delivery was not made. She said she made notes on the system and she had spoken to the manager and agreed we would get the refund. We purchased this amount of £799.98 on the 21 December 2020, I can only see this from our bank statement I would give you the order number however - (Again I cannot see my orders see my first issue above!).

We then made the order and we received a £599.98 Credit from currys but they should be giving us the £799.98 back NOT the £599.98 back.

I have tried MULTIPLE times to get this sorted, but no one wants to help or it cannot be sorted so I have to now lodge a complaint.

I have so many care agreements with you Currys and I expect a LITTLE bit of customer service, no one wants to take responsibility and I as the customer am losing out, wasting my time and the stress/frustration it has caused, I can't explain it to you, I've had mental breakdowns over this.

Please call me as soon as possible [protected]

To whom it may concern,

I am contacting you as I bought a dryer online from Currys PC world in April. That dryer has since stopped working for no reason. I contacted currys about this issue and they sent an engineer out over a month ago. The engineer could not repair the dryer and said we need a new one. He did not provide us with any job reference number. Each time I call I am transferred to the repair team who do not have a record of this. I have rang customer service many times now about this issue. It has been escalated to a manager Adrian Davis who has yet to get in contact with me. This is the worst customer service I have ever experienced. I have rang in excess of 20 times now.

I do not have the CR number they say they require to replace the item as I was not provided with one. When I am transferred to the manufacturer. They either do not answer or the one time they did the lady said; "I cannot take this call right now call back later" and hung up.

As a customer of Currys I should not have to be chasing the manufacturers for numbers. If Currys chooses to buy defective products from this manufacturers without testing them to see if they are safe and fit for purpose they should be call the manufacturers on my behalf. Currys should not be selling goods which are dangerous and obviously not fit for purpose or they should take the responsibility to replace the item when it breaks down a few months after buying it.

The item is still well within warranty and should be replaced no questions asked . I believe this is a scam that they are pulling to avoid replacing the item. This is highly illegal and affecting my consumer rights. I would like to report Currys PC world for this. I would like to be kept updated about the progress of this complaint.

Regards,
Mary Fanning

I ordered Tower T12033RG stand mixer on 16/11/2020 online and received my confirmation telling me that it would be ready for collection on 23/11/2020, it also told me I would receive an email notifying me it was in store to collect.
No email or notification came.
On Friday 27th November I received an email asking me to provide feedback for my recent purchase, as I have not purchased anything else from Currys I assumed this must have been for the food mixer (which I had not received and had not been notified about).
I called to the store on Saturday 28th November to query the order and was left waiting for approximately 40 minutes, during the wait I queried the delay with 2 members of staff only to be told that they did not have the product in store for collection and they did not know when it would be, the money has been taken from my account, but I have no indication as to when I will receive my product.

Oven delivered and supposed to be installed by Currys told there was a problem as gas pipe would have to be moved all this before new oven had even came out of packaging. Booked my own gas fitter to change pipe when he arrived said he saw no problem with pipe and even fitted oven in.

Policy No: 1011224803 OR BHQJ42PE
Purchase Date: 25/10/2017
Receipt No:010107

Hello,
Where do I begin?
I have been purchasing products and support plans @ Currys, Derry, N. Ireland for the past 10 years or so.
I live in the Republic Of Ireland so my UK Policy has my roi address registered to it every time which is common practice in this store.
I have a UK policy not a roi policy!
The problems begin when I try to book a repair.
Every time it takes days of several phone calls before I come across someone with the "knowhow" to book in a repair for me.
This has become extremely frustrating!
Can I ask someone to please book my oven in for repair as it needs the seal replaced asap!
Please contact me via email preferably.
Thanks,
Denise.

Email: [protected]@hotmail.com

My complain;
I bought Logik Washing Machine on 17/08/2018. It started making a loud noise in July 2020 and I called the engineer as I bought the cover plan for 5 years for £99.99. Total cost £319.98 including £20 to remove old machine.
Engineer came and went I did not hear from him again.

I called today Care Plan Team and was offered £209 vouchers to purchase any electrical item. Obviously I need to replace the Washing Machine and buy another Care Plan. But not want to do it at Currys. I expected Currys to replace the Washing Machine hence there is a Care Plan for 5 years to have the peace of mind not to be out of pocket by £110 just after 2 years of purchasing the washing machine that meant to last for at least 5 years.

What kind of products are they selling? Not good enough for the purpose?

I want the product to be replaced BUT not another Logik.

Details;
Sales receipt no. 378337
Customer no. [protected] Date of receipt 14 August 2018
Order no. CUR1854635829 Order date 14 August 2018
Branch no. 4944
Reference Description VAT Quantity
Ordered

Sold Unit Price
VAT incl.
Sold TOTAL VAT
incl.

151808 LOGIK - L814WM16 Washing Machine - White
Service : Remove and recycle your old appliance

20%
20%
1
1

£ 199.99
£ 20.00

£ 199.99
£ 20.00

205667 5 YearsCare Plan for LOGIK - L814WM16 Washing Machine - White (Ref

: 494400NDOW)

20% 1 £ 99.99 £ 99.99
Delivery Charge 20% 1 Free Free
Total excluding VAT £ 266.65

I recently bought a new cooker online from Curry's. I expected a receipt by email which never arrived. I did get txt messages from their delivery team giving me an order number and delivery date. I contacted their customer services to try and get a receipt only to find I couldn't email or phone them. I had to chat to an advisor online.
I told him my problem, gave him all my details that I used online to buy the cooker and the order number I was sent only to be told that unless I had a CUR order number he couldn't help me.
I explained the CUR number would be on the receipt that I was never sent.
He refused to help me so i'm stuck without a receipt. I know and he knows that the info I gave him was enough for him to locate my order and send a receipt. He just didn't want to. I have spent thousands at Curry's over the years but it will be a cold day in Satan's home town before I shop there again.

Dear Customer Services,
Below is the full history of email correspondence with Currys since the original complaint was raised before 6th June 2020. I am still awaiting a response from last email dated 28th June 2020
Curry references: CSUP5870900CR, RE: Re: CSUP5867655CR, RE: Re: CSUP5867481CR

Email from Susan Heeley dated 28th June 2020
Dear Sirs,

Following my email to you dated 26th June 2020 as detailed below, I received a telephone call on Saturday 27th June 2020 from one of your agents Sharon. She was also asked at the same time, to speak to my brother in law, David Holvey, who has been helping me over this matter.

We were informed by Sharon that she could not assist us directly and we would have to go through the repeated channels of calling your sales teams, at the time she could not even arrange a transfer call to them. After checking with here manager, we were told that your sales team will not make outgoing calls to customers and only deal with incoming calls!

We informed Sharon that this was an unacceptable situation and we now had no alternative other than to seek another source for an insurance plan for the washing machine concerned.

However, for the records, I wish to continue with the official complaint with you for the way your Company have dealt with me over this matter. Can you therefore procedure with this situation as an ongoing matter and I will here from you again in due course.

Susan Heeley
[protected]

Email from Susan Heeley dated 26th June 2020
Mr Taylor,

Thank you for your email dated 23rd June 2020..

Please be informed that over the past 3 days I have made several attempts to contact your Customer Support services on the number indicated in your email.

On every occasion I have met your answering system and after selecting the choice to ‘renew/ purchase a cover plan, each time I have been kept waiting on line with a music background and then as soon as a ringing tone reappears, I have been cut off from your system!

What do I have to do to be able to speak to your support team, you won't call me, and you won't answer my calls! This is a disgusting state of affairs and is simply not the way to deal with customers.

I have to formally notify you now, without prejudice, that you should treat this email as the start of an official complaint against your Company!

I have also re established the complaint again through the ‘Resolver' facility.

This has been going on since before 6th June, when my current agreement expired and I consider your Company approach to be very poor customer service and unfair treatment.

Susan Heeley

Hide original message
On Tuesday, 23 June 2020, 18:09:12 BST, Currys Customer Services wrote:

Dear Miss Heeley

Thank you for your email dated 18th June 2020. Please accept my apologies for the delay in this response.

It is concerning to learn of the issues that you have encountered. Your email clearly expresses your disappointment and I would like to extend my apologies for any negative impression that may have been created.

For us to assist you with your renewal, please call our Care Plan Team on 0344 561 4000. Our team will be able to look into offering you one of our Care and Repair plans, they can also give you all information regarding these new plans. We do require a secure line as we would be taking card details, hence the reason for you to call ourselves.

Thank you for taking the time to contact Team knowhow, I would like to apologise again for any inconvenience caused.

Kind regards,

Darel Taylor
Team knowhow

----- Original Message -----

EXTERNAL EMAIL - Do not reply, click links or open attachments unless you recognise the sender and know the content is safe. If suspicious, report via the Report Message/Phishing button.

Dear Mr Timperley,

Re - Agreement BFR9KNJ

Thank you for your email earlier today.

I think there has been a misunderstanding on your part it is not my intention to cancel the above detailed agreement, but actually renew! Please let me explain as follows:

1- The agreement officially expired on 06/06/20 and I have not yet received a renewal quote from you.
2 - Since before the renewal date and after, I have made repeated attempts to your organisation by telephone, I have waited for long periods of time and finally always been cut off.
3 - I am prepared to make arrangements to pay a renewal premium in one payment by credit card, but it seems that you may no longer seem concerned or indeed interested having my business!
4 - In an attempt to get some kind of communication with you, I have today raised a renewal form on line, to pay by DD and gave my bank details to support this, the request was acknowledged as 'Request No' [protected].

Please, I just need some support from your organisation and piece of mind that the appliance concerned is actually covered by the agreement.

I feel that I am being treated unfairly and this is causing me a great deal of stress! If knowhow are not prepared to help, then obviously I will have to look elsewhere.

Can you please arrange for someone to call me and settle this matter once and for all.

S.Heeley
45, Sutton Oak Road, Sutton Coldfield, B736TQ.
Tel: [protected]
home; [protected]

On Thursday, 18 June 2020, 15:11:12 BST, Currys Customer Services wrote:

[cid:tM3jaqaSBu3IbqZIP437]

Dear Miss Heeley

I have noted your request to cancel your Team knowhow Care Plan/Repair and Support Plan. With the information you have supplied we are currently unable to consider your request.

In order for us to cancel the agreement, please could you provide your full address. Once this has been received, we can then continue with the cancellation. This is required to comply with the General Data Protection Regulation (GDPR), and for verification purposes. Alternatively, you can contact our Care Plan department on 0344 561 4000 and a member of the team will be happy to help.

Thank you for taking the time to contact us.

Kind regards,

Graeme Timperley
Team knowhow
Email from KnowHow - Thursday, 18 June 2020, 15:11:12 BST, Currys Customer Services wrote:

Dear Miss Heeley

I have noted your request to cancel your Team knowhow Care Plan/Repair and Support Plan. With the information you have supplied we are currently unable to consider your request.

In order for us to cancel the agreement, please could you provide your full address. Once this has been received, we can then continue with the cancellation. This is required to comply with the General Data Protection Regulation (GDPR), and for verification purposes. Alternatively, you can contact our Care Plan department on 0344 561 4000 and a member of the team will be happy to help.

Thank you for taking the time to contact us.

Kind regards,

Graeme Timperley
Team knowhow

Email response from S.Heeley - 23 June 2020
Dear Mr Timperley,

Re - Agreement BFR9KNJ

Thank you for your email earlier today.

I think there has been a misunderstanding on your part it is not my intention to cancel the above detailed agreement, but actually renew! Please let me explain as follows:

1- The agreement officially expired on 06/06/20 and I have not yet received a renewal quote from you.
2 - Since before the renewal date and after, I have made repeated attempts to your organisation by telephone, I have waited for long periods of time and finally always been cut off.
3 - I am prepared to make arrangements to pay a renewal premium in one payment by credit card, but it seems that you may no longer seem concerned or indeed interested having my business!
4 - In an attempt to get some kind of communication with you, I have today raised a renewal form on line, to pay by DD and gave my bank details to support this, the request was acknowledged as 'Request No' [protected].

Please, I just need some support from your organisation and piece of mind that the appliance concerned is actually covered by the agreement.

I feel that I am being treated unfairly and this is causing me a great deal of stress! If knowhow are not prepared to help, then obviously I will have to look elsewhere.

Can you please arrange for someone to call me and settle this matter once and for all.

S.Heeley
45, Sutton Oak Road, Sutton Coldfield, B736TQ.
Tel: [protected]
home; [protected]
Email from KnowHow - 23rd June 2020
Dear Miss Heeley

Thank you for your email dated 18th June 2020. Please accept my apologies for the delay in this response.

It is concerning to learn of the issues that you have encountered. Your email clearly expresses your disappointment and I would like to extend my apologies for any negative impression that may have been created.

For us to assist you with your renewal, please call our Care Plan Team on 0344 561 4000. Our team will be able to look into offering you one of our Care and Repair plans, they can also give you all information regarding these new plans. We do require a secure line as we would be taking card details, hence the reason for you to call ourselves.

Thank you for taking the time to contact Team knowhow, I would like to apologise again for any inconvenience caused.

Kind regards,

Darel Taylor
Team knowhow

Email response from S.Heeley 26th June 2020
CSUP5870900CR, RE: Re: CSUP5867655CR, RE: Re: CSUP5867481CR

Mr Taylor,
Thank you for your email dated 23rd June 2020..
Please be informed that over the past 3 days I have made several attempts to contact your Customer Support services on the number indicated in your email.
On every occasion I have met your answering system and after selecting the choice to ‘renew/ purchase a cover plan, each time I have been kept waiting on line with a music background and then as soon as a ringing tone reappears, I have been cut off from your system!
What do I have to do to be able to speak to your support team, you won't call me, and you won't answer my calls! This is a disgusting state of affairs and is simply not the way to deal with customers.
I have to formally notify you now, without prejudice, that you should treat this email as the start of an official complaint against your Company!
I have also re established the complaint again through the ‘Resolver' facility.
This has been going on since before 6th June, when my current agreement expired and I consider your Company approach to be very poor customer service and unfair treatment.
Susan Heeley

BFR9KNJK

Email from me to company.
From: Susan Heeley
To: [protected]@knowhow.com
Subject: Customer Service
Date: 9th June 2020 at 09:17

> Dear Sir / Madam,
I am writing to complain about an issue with Technology Set-up & Support Services.

I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.

Here is what happened: I have repeated made efforts to contact this organisation concerning the renewal of the above mentioned agreement which expired on 06/06/2020. I have got through to people by telephone and have been cut off, there website is confusing and their online chat is none functional.I have got through to people by telephone and have been cut off, there website is confusing and their online chat is none functional. . This happened on June 7th, 2020

What is the matter with this organisation, I know we have current coronavirus problems but all I want to do is pay them a premium to renew the agreement! I am also very disappointed at the way my attempts to contact them are being totally ignored! Do I have to take my business elsewhere?
This meant that I have never received a renewal reminder from them for this agreement which expired on 06/06/2020. This now appears that, through no fault of my own, I do not have cover for the washing machine which is the subject of the agreement.
>
> What is the matter with this organisation, I know we have current coronavirus problems but all I want to do is pay them a premium to renew the agreement! I am also very disappointed at the way my attempts to contact them are being totally ignored! Do I have to take my business elsewhere?
>
> I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
>

Yours sincerely,

Susan Heeley

45 Sutton Oak Road

Sutton Coldfield
West Midlands
B73 6TQ