Last August I ordered a £95 desk chair from Currys. One duly arrived and, as it looked like the one I’d ordered, I assembled it and started using it. A few days later, a second chair arrived, which turned out to be the one I had bought.
To return the first chair, Currys said I needed to take it apart. But anyone who’s ever attempted to do this will know that once a chair is built, it can’t be totally deconstructed. The collection company refused to accept the return.
It sat gathering dust until last week, when I received an email from Currys demanding I pay £95 for it. I was told I had two weeks to pay or I’d be taken to court.
I explained what had happened but an aggressive member of staff said that, as I’d taken it out of the box, I’d have to pay. I was so shaken by the whole thing that I paid up. I’m now wondering if I should have.
NH, London
I most certainly would not have paid, and was a little surprised that you did, although the threat of being taken to court probably had a big part in that decision. In short, Currys had no right to threaten you in this way, and as soon as I raised it with the retailer, its staff moved very quickly to put the matter right – even calling you on a Saturday to refund your £95.
“We are truly sorry that NH hasn’t experienced the level of customer service we expect of ourselves,” it says. “Once made aware of his problem, our customer service team immediately apologised and arranged for a Bacs transfer to be made for the full value of the chair, and he is satisfied with our resolution.”
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