Handling of fridge delivery was not cool
Q I ORDERED a built-in fridge from Currys online for my new kitchen. The firm quoted me a delivery time between 1-5pm a few days away, confirming it by text. I stayed in at that time but no one turned up. Thinking they had been delayed, I waited in four hours longer. Nothing.
Early next day, I phoned Currys call centre. I was told one of the van crew at Team Knowhow had had a family emergency. I was told I had called the previous day – which was not true. I was promised a call back within 15 minutes to set a new time. This did not happen but two hours later a delivery driver called to say he would be with me in an hour. He arrived on time with the new fridge (which works well). I complained about the delay and received two identical acknowledgements with case reference numbers. These promised a reply within five days. Nothing happened.
Two weeks later, I sent a reminder which was ignored. I realise sometimes things happen, but, whatever the reason, Currys took no notice. Can you help? Michael L
A CONSUMERS are legally protected on items they buy, so if the fridge failed, you could claim. But rules are less helpful on delivery difficulties.
And whichever way you turn, this is a mess. You needed four appliances and only went to Currys because first choice store John Lewis was out of stock. The three John Lewis items arrived without a hitch.
Things can go wrong. But most problems can be solved with communication.
Which? contacted Currys’ press people. And then we had to remind them. Eventually, a Team Knowhow manager called you to apologise. He agreed this was not handled at all well, and was unhappy no one in his organisation had bothered to phone about the non-delivery or reply to the complaints. It will now investigate what happened.
In the meantime, it will send you a £75 cheque as a goodwill gesture.