'Your TV is ready to collect..in Dorset' - Bosses at Currys PC World apologise for customer's "stress and inconvenience"

The couple were flabbergasted when they were told the TV was available for them to collect; at a store in Dorset, a six and a half hour drive away.

Mrs Collett has written to Alex Baldock, the CEO of Dixons Carphone, because she was so exasperated by the company’s failure to send the TV to the correct store and the repeated delays she faced in gaining a refund.

The company has apologised for the stress and inconvenience caused and provided Mrs Collett with a refund and a goodwill payment.

In her letter to the CEO, Mrs Collett states that, on November 23, her husband Kevin placed an order online with Currys PC World for an LG TV.

The letter continues: “We drove into the click and collect bay at our local store in Grimsby and followed your company email instructions.

“We sat for 30 minutes watching many others park up, get their items brought to them, and drive off; but nothing came for us.”

Her husband went into the store to check what was wrong.

“Your customer adviser informed him it was ready for collection at the Poole store, in Dorset six and a half hours drive away. Initially he thought she was joking,’’ Mrs Collett’s letter states.

“Why would we order something to collect so far away from home, especially when my husband is unable to drive, has a broken back and can barely sit for 30 minutes? The customer receptionist apologised and advised him to call your customer service team.”

Mrs Collett said she made frantic calls to any relevant number she could find online, including the Poole store, to try and secure a refund. On December 21, there was still no refund in her account.

Her letter states: “Having missed our council tax payments for December due to buying another TV... we start to panic. We are now in arrears with our council tax by two months as we do not have disposable income to squander.

“We are a low income family of four, and as the only person able to work in our household, you have half my monthly salary sitting in your account. I appreciate £399 in a CEO’s world is pence but to my family this is hard earned cash and a lot of money.

“We are now in arrears with our council tax by two months as we do not have disposable income to squander. I’m hoping you can understand at this point how much upset this is now causing my family.

“You have had our money for more than six weeks. We have never seen the television or the box it is packaged in. We shouldn’t have to go through this, nor should we be out of pocket for goods we have never received. I urge you to please sort this debacle, and review your company policies and procedures. Nobody should have to go through this fiasco to get their money returned.”

A Currys PC World spokesperson said: “We are very sorry that on this occasion, Mrs Collett has not received the standard of customer service we usually expect of ourselves.

“We have apologised for the stress and inconvenience caused and have refunded the full cost of the television. We have also offered her a gesture of goodwill.”

The spokesman said Mrs Collett had confirmed she has now received her refund.

The spokesman added: “We have taken on board the very useful feedback she has provided following her experience.

"Unfortunately, Ms Collett was unable to pay certain bills due to the delay in refund.

"As a result, we have offered her £150 as a gesture of goodwill to apologise for the distress and inconvenience, and to cover any associated costs. Mrs Collett has confirmed she is very happy with the resolution.”

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