To whom it may concern at Currys & PC World,

I have long been a fan of technology and reserve at least a few hours a month to check out the latest gadgets on offer. However over the last year I have noticed that my local Curry’s/PC World appears to be struggling. 

For example, recently my old crappy printer eventually stopped working. Actually it stopped working after I smashed it to bits with a hammer for consistently jamming on me. 


I recently wanted to purchase a new colour printer/scanner that was able to print double-sided. I needed to be sure about a few of the specifications before completing my purchase so I asked for some assistance at the counter. 

I was told somebody will be with me in a moment. I assumed that this would be a five minute wait followed by a five minute conversation with a sales assistant and then I would be on my way home printing counterfeit money in no time.  

It didn’t take me too long to realise that I was going to be waiting much longer than five minutes. 


You see, I wasn’t the only one waiting for assistance, there were 7 of us in total. I am a patient person so I waited, and waited, and waited some more, and after 25 minutes a member of staff became available. 

You might assume the reason for the long delay was because your store was extremely busy that day and your staff were rushed off their feet and doing all they could to attend to all of the requests made by the demanding customers, but you would be wrong. In fact there were less than 15 customers in the whole store but the problem was there were only two members of staff on duty and one of those members of staff was stuck behind the till.


In a store as cavernous as yours, it is ridiculous to think that two members of staff would ever be adequate, especially when customer queries can last up to fifteen minutes per person. 

Unfortunately the lady behind the counter received a torrent of abuse from angry customers that had had enough of waiting around to speak with somebody. I have never seen anything like it. I did feel sorry for her, she looked like she had been severely battered with words.

One customer was picking up a repaired PC. He asked the lady at the counter for a bag to put it in, so he could carry it home. That suddenly turned into a huge fiasco that would have fitted perfectly in an episode of Faulty Towers.

Apparently there were no bags big enough behind the counter and the woman at the counter was not allowed to leave the counter so the situation became gridlocked. The guy needed to leave to make an appointment but had no way of transporting the PC home. The women behind the counter had no way of contacting the one assistant that was on the shop floor. 


To make matters worse, the guy became even more incensed and animated when the women behind the counter asked him why he didn’t just bring his car. That was like adding paper doused in petrol to an overheated printer. Needless to say the guy went nuts. I had to interject with a bit of light humour to calm the situation down. 

Once the calm had been restored, the women behind the counter remained silent and refused to say another word, the other customers continued to try and talk to her. Things got awkward really quickly. You could see in her eyes that she was considering one of two things, either quitting her job or killing everybody around her. At this point I just slowly backed away.

I have been shopping with Currys for many years and this is the worst I have ever seen it. I am used to having to wait a little bit of time but this one took the biscuit. Is this a glimpse of the future for Currys or do you have a plan to curb experiences like this in the future.

I look forward to your response

Regards,

Sebastian Bowen.

Currys Response. 10/09/20

Dear Sebastian, 

Case Reference: CC2793321 

Thank you for your email dated 8th September 2015. I have been unable to locate a telephone number to contact you on. 

I am sorry to learn of your recent experience. Your complaint will be referred to the Manager of the Store in order that action can be taken to pursue this matter internally to ensure that other customers are not disappointed in the same way. Could you please advise which store you had visited. 

Every complaint that we receive is taken very seriously and investigated thoroughly, there are also occasions when aspects of feedback will be utilised to identify improvement opportunities, however, we are not obliged to share all our findings. 

Although it is a disappointment to hear from an unhappy customer, it is through feedback such as yours that we learn where we can improve our customer services. Please accept my apologies for the frustration and inconvenience caused as a result of this matter. 

Thank you for contacting Currys KNOWHOW™. 

Kind regards, 

Fares Sailan

My Response 17/06/2016

Hello Fares,

Thank you for responding to my email back in September.

Sorry for such a long delay in responding back to you. Ironic considering the subject matter in my first email. It was not my intention but I have been busy. I’m sure you of all people will understand. 

Currys Barnet


The store that I was referring to is in Barnet. they had me waiting around forever. I have recently returned to the store to find it better manned with staff. However the level of shared intellect or knowledge of products remains the same. It’s getting to the point where I feel I know more about the products than most of the staff do. Do you even have a training policy anymore?

On my last trip to Currys I wanted to buy some Thermal Paste to carry out some 

repairs on an old PlayStation 3. I already predicted before I entered the store that nobody was going to know what the hell I was talking about despite the fact it’s a common item when repairing most electronics. 

The first member of staff I asked told me to try B&Q across the road. The second member of staff said she had never heard of it and had a look on her face like I was lying or making the product up. In the end I searched the massive store for fifteen minutes and found it in a section next to the keyboards. Why? I have no idea. 

When I showed the two members of staff that I had indeed found what I was looking for, they just stared back at me gormlessly and appeared completely unfazed by the whole situation.

It’s still a stressful experience no matter what you go in the store to get. Quick and easy transactions are extremely rare.


Also is there any reason why I can never find compressed air in a can. It’s a great tool for cleaning dust out of electrical appliances. That should be an item you always have in stock, sitting next to items such as Thermal Paste in a section that is clearly marked PC repairs. But hey what do I know.

Thank you for your time, I look forward to your response.

Regards,

Sebastian Bowen. 

Awaiting response from Currys. 

Still waiting for a response from Currys. 


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