Currys - Basingstoke Avis 

The young lady who served in the shop was very helpful in helping me pick the best one for me

I purchased a phone from Currys to be collected from a store. A week passed with no confirmation that the order was ready. After contacting customer service by phone, I was told the phone was ready for collection, so I made the journey to the store — only to be handed the *wrong phone*.

I returned the phone immediately, and the store colleague explained that the phone I had actually ordered had *never arrived at the store*. As the order status had already been changed in the system, I was told that the only option was to receive a refund.

What followed was an incredibly frustrating experience. Another week passed with *no communication whatsoever* regarding when I could expect my money back. A further week later, I finally received an email confirming that an investigation had been opened.

Another week passed with no update.

I called customer service again and was told the issue would be resolved within *48 hours*. A week later, there was still no update. I called again and was simply told, "we are working on it and you will have to wait until it is resolved."

Another week passed. Still nothing.

I called yet again, only to be told that the issue had now been "escalated." Another week passed with no communication.

At this point, I had completely lost faith in Currys' customer service. Every phone call resulted in a different promise, but absolutely no progress. I felt as though the person on the other end of the phone simply wanted to get me off the call rather than actually investigating the issue and finding out why my refund was taking so long.

I eventually contacted the store directly. The staff there were actually helpful and tried to assist, but understandably couldn't process the refund themselves because it was an online transaction. They contacted the call centre on my behalf, only for the same "48 hours" promise to be given again.

A week later — still no response.

I finally had to escalate the matter through my bank. Thankfully, my bank resolved the issue within an hour, and I received the money back. However, it is important to point out that*to this day, I have still not received the refund directly from Currys. The money I received came from my bank, who have advised me that they are now speaking to Currys on my behalf to recover the funds.

You would think that after such a prolonged and unacceptable experience, raising a formal complaint would at least result in the matter being handled properly. Unfortunately, the exact same scenario happened again.

I raised a formal complaint seeking compensation for the time, inconvenience and unnecessary stress caused by this entire situation. I was provided with a completely incorrect complaint case number, meaning I couldn't even properly track or reference my own complaint.

Yet again, another week has now passed with no communication whatsoever from Currys to confirm that the complaint is being processed or to provide any update.

This has genuinely been the worst customer service experience I have ever had. The biggest issue isn't that something went wrong with my order — mistakes happen. It's the complete lack of ownership, communication and accountability afterwards.

I was repeatedly given information that turned out to be meaningless, made to chase Currys week after week, given different explanations without anyone actually taking the time to investigate and resolve the problem, and ultimately had to involve my bank just to get my money back.

Even when I raised a formal complaint about the experience, Currys managed to provide me with the wrong case number and then go another week without contacting me.

The constant promises of "48 hours", "we're working on it" and "it's been escalated" mean very little when none of them are followed by any actual action or communication

If I hadn't contacted my bank, I genuinely have no idea how much longer I would have been waiting for my own money

Friendly and efficiently

Website was easy to use. Products were easy to compare and select. There were plenty of delivery options.

Excellent service as always.

Everytime I visit curry’s I am confronted with staff who no nothing about the products or can answer simple questions. The only thing they are good at is asking you to take out unnecessary insurance and to give them 10/10 on reviews. An absolute joke every visit no matter what the product type is. Also a joke to be surrounded by stupid posters suggesting they are bursting with knowledge!!!