Currys in Saffron Walden | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

On 27/09/2023 I come with my friend to get new mobile phone contract. We did explain that we are looking to sign a new contract with Vodafone and want to proceed with Samsung S23 Ultra and mentioned exactly the model incl Tarif plan.
We were assisted with Mrs MOHIMA in this time.

After our credit check was successful, Mrs MOHIMA grabbed new phone which has been sealed in the box. I am not the expert to check size of the boxes, as I never had a Samsung S23 this was a main problem.

So, when I paid a deposit of PS89, I grabbed the phone and we left from the store. When I jumped to the car and opened the box, I did realise that the phone is wrong. instead of Samsung S23 Ultra I have received Samsung S23.

We did back to the store within 10 minutes, did explain the issue and here the problems started.

One of store manager (Mr JAY) come across and very rudely start talking about store terms and conditions. He did show us some information on the web site, saying we can’t exchange, change, or cancel the product unless is faulty. With all this information we decided to leave and make own personal research.

On the 28/09/2023 we did call to Vodafone, had explain situation and here is outcome from Vodafone:
1. We have a right to change or cancel a contract as we have 14 days of cooling period.
2. We need back to the store and ask for cancellation as we have a right to do so.

On the 29/09/2023 we managed back to the store in Beckton branch again and mentioned about cancellation. Same store manager met us in the store and repeatedly explained to us store terms and condition of Curry’s Plc. He rejected to swap, change, or cancel the contract-based terms and conditions, he rejected to provide official rejected letter also. He is name is MR JAY. We gor his picture in our phone for future evidence.

While we were in the store, I decided to call head office of Currys and explain situation on load speaker to let Mr Jay listen what we are talking about. The assistant advisor was more than happy to help but the store manager took a phone and start explaining his background by overtaking advisor, lies. Within 40 min of conversation the battery was off, and I couldn’t see the outcome of this matter and wasn’t able to call back again.

We did explain to Mr JAY that we have a rights of cooling period to cancel the contract in full. Furthermore, we noticed that the paperwork also provided incorrect with worn spelling name where my name and surname is upset down. Mr JAY said, we can change not problem, but we can’t change the deal. We left again and decided to visit other branch and see what other people says.

We come across to other branch in Currys Romford. We were assisted with one of the store managers (Mr Gaby) which shows us that we will be able to cancel or swap the phone by showing us in his computer. It’s very easy and basic steps to do this, even he allowed us to take a picture from his computer. He mentioned that he is happy to assist but he can’t do it from his branch, he asks us back to the Beckton store and show the stages to change/replace the product. This Is a stage from the system:
1. Special Functions
2. Scan Serial number
3. Replacement > Yes
4. Exchange
5. Part number
6. Choose deposit to pay PS349.00 > sending back.

We back to the Beckton store same day, explain, and show the stages how to complete an exchange but Mr JAY was more aggressive and ask us to leave the store.

We have contacted Vodafone again, explained the situation and adviser Mrs Ola recommended to contact OMBUDSMAN to make a complaint.

Here is the story ended. What I have now is unwanted Samsung S23 with bad camera (quality is bad compare Samsung 23 Ultra) and 24-month contract for 37PS a month. So, to cancel this I need to pay all instalments for the period of 24 months on front. Furthermore, name is wrong spelling also left as it signed previously.

If I could give a zero, I would click it in a heartbeat. Unfortunately, the only staff member I have had the painful experience of dealing with on two separate occasions is Trevor. Not only is he rude, but dismissive and abrasive too.

A different store dealt with my query with intellectual ease, something that Trevor clearly lacks, and does not make up for in customer service or manners. What a disgraceful employee for Currys to have. Management should be ashamed to have a staff member as rude as Trevor.

I’m writing to express my disappointment with the service I’ve received at your establishment. On multiple occasions, I’ve encountered rude and dismissive staff who have been unhelpful and unwilling to assist me. Today, I waited for an hour and a half only to be told that the store was closing and I should return another day.

This level of service is unacceptable, and I hope that you will take steps to address these issues.