Currys - Brighton & Hove Avis 

Just popped in to buy some new AirPods. Waited at the till for 10 minutes, no one served me, staff just kept bringing customers from the shop floor and serving them. I went and asked if anyone could serve me, and the person in the green “here to help” vest said there was no one free (he wasn’t busy). So I left and got them elsewhere.

Easy process from ordering in store to delivery

Fab, fast and polite staff.
Excellent service from start to finish

We had a very lovely young lady named Aayna. She was so helpful & explained everything completely & also offered us different options. The only problem was the wait to be served in the first place. Surely more staff should be available for such a large shop

**Extremely poor customer service from Currys – still unresolved**

I am extremely disappointed with my experience with Currys.

I ordered an **Indesit My Time IMA 762 UK 7 kg washing machine (£219)** using Currys' **Pay & Collect from Store Stock** service. The order was accepted and my payment was taken, but I then spent **over three hours on the telephone** trying to find out what was happening.

I was passed between different departments and overseas call centres and was told by two advisers that my order was a **"ghost order"** and that I would have to wait 24–48 hours for someone to call me back. I was given several different case/reference numbers, including **09089496, 09089833 and 09090273**.

I repeatedly asked to speak to a manager, but nobody was available to deal with the problem. I was then advised to contact another department, only to end up back in India again.

Eventually, I had to travel to **Brighton to collect the washing machine myself**.

Before doing so, I spoke to a Currys adviser named **Louie**, who assured me that he would raise a formal complaint on my behalf about everything that had happened. I subsequently heard **nothing from Currys for nearly three weeks**.

Unfortunately, the experience did not end there. The washing machine is now **not working correctly and makes a horrible abnormal noise on some spin settings**. The machine is correctly balanced, so this is not simply a case of it being incorrectly positioned.

I contacted Currys again and eventually escalated the matter to the **Executive Resolution Team**. I have now been given complaint reference **09095599** and have received an acknowledgement from Naomi, who apologised for the delay and said she would investigate.

I appreciate finally getting a response, but I am still waiting for the actual issues to be resolved.

I have asked Currys for:

* A full refund of the £219 purchase price.
* A technician to inspect the faulty washing machine.
* Collection of the faulty appliance.
* Compensation for the considerable time, inconvenience and expense caused by this whole experience.
* Confirmation of whether Louie actually raised the complaint he promised to raise.
* Information about my Subject Access Request for my telephone calls and related notes.

The biggest problem throughout this entire experience has been the **lack of ownership**. I have repeatedly had to chase Currys, explain the same situation to different people and wait for promised call-backs that never happened.

For a major UK retailer, I find this level of customer service completely unacceptable.

I am now hoping that the Executive Resolution Team will actually take ownership of the matter and resolve it properly. At the moment, however, I cannot recommend Currys based on my experience.
STILL WAITING FOR A RESPONSE TO MY EMAIL

Extremely knowledgeable about the product. Offered several solutions and provided her own experience.