Currys/PC World apologises for slow customer service and pledges to investigate reader complaints

Within 24 hours of publication of their story it had been read 25,000 times and at one point the column’s email address was swamped with more than 50 emails an hour asking for our help.

Hundreds of people got in touch to tell us of their experience at being let down by the technical giant when their items didn’t turn up over a month after placing an order, and no indication when they might be received.

Others were furious at not being able to report faulty products, obtain refunds or replacements, and ignored when they tried to contact an engineer to install products or fix defective cookers and fridges.

We got onto the retailer and asked for an explanation.

We learned the electrical giant had become a victim of its own success, following an online boom in sales of gadgets and domestic appliances after the closure of their stores following the coronavirus lockdown.

As a result of our intervention it was agreed that because of the volume of emails we would ask readers who’d contacted us to get in touch again and simplify the complaints procedure by heading their email ‘Currys Complaint’ just followed by their full contact details and importantly the Currys order number.

We undertook to acknowledge receipt and pass them on following an undertaking by the company they would be looked into and resolved.

A Currys spokesperson said: ‘Due to the high level of demand for vital technology which keeps customers connected to loved ones, their families fed, clean and entertained, and help them work from home, we are experiencing some delays in our response times and occasionally in the delivery of certain items.

‘Through retraining more than 340 of our store colleagues to support our customer service teams who are working from home, we are answering more customers every day and have reduced call waiting times on average by 69 per cent since last week. We are also working hard with our suppliers and in our distribution centres to make sure every order is fulfilled and delivered as promised.

‘For the vast majority of our customers we are delivering as promised and we have received many messages of thanks. Our colleagues are committed to helping all our customers get the technology they need safely and we are truly sorry for any inconvenience caused.’