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Currys PC World Apologises for Extra Charges- What To Do If You’re Overcharged

March 17, 2018, 8:00 AM
  • Customers pressured into paying more than advertised price
  • Complaints go back to 2015
  • Issue was raised with Currys PC World multiple times
  • What can you do if this happens to you?
Currys PC World has apologised for overcharging customers. Image: Getty

Currys PC World has apologised after customers complained they has been pressured into paying more than the advertised price for laptops on multiple occasions since 2015.

Which? said customers have reported ordering laptops or seeing them advertised at a specific price, only to be charged up to £40 more when they went to collect them.

Customers said that staff told them that only pre-setup computer were available, so they would have to pay a previously unmentioned set-up fee.

The retailer offers an optional £35 ‘Knowhow’ set-up service, but customers said that this wasn’t offered as an option, but as compulsory, meaning they had to pay more.

The watchdog said it had raised the issue with Curry multiple times, but continued to hear from customers with the same complaint.

Alex Neill, Which? director of home and product services, said, “This issue has been going on for more than three years without resolution and we are disappointed people are continuing to report feeling pressured into parting with their cash.

“We want Currys to make cast-iron guarantees that it will put an end to this practice and that customers who’ve been caught out will be reimbursed.”

Currys has now responded, saying, “We are sorry to hear that some customers have been charged for a Knowhow Laptop Setup service on their new machine when they did not request it.

“Whilst setting up machines in advance enables customers who want the service to benefit from it straight away, it is not something everyone needs.

“We are urgently re-briefing our stores now to remind them that, in the small number of cases where only pre-set up models are available, customers should not be charged for the service when they buy their laptop.

“We ask any customers affected by this to email us directly at: whichsupport@dixonscarphone.com so we can resolve this and feed back to our stores and regional managers.”

What are your rights?

If you were made to pay more by Currys, or another retailers, you might be able to get your money back.

Which? has called on Currys to refund customers who were forced to pay the charged even though they didn’t want to take advantage of the optional service, so if you are one of these, you should be getting money back.

All retailers are required to advertise the full price of a product, according to the Consumer Contracts Regulations.

Also, under the Unfair Trading Regulations, there are 31 practices that are listed as unfair, and one of these is “bait advertising”, which Currys has done.

This is when a shop advertises a special price in an effort to get customers interested, but with no intention of honouring the price.

If a shop has done this to you, your within your rights to complain and may be able to get your money back.

Retailers also can’t promote one product with the intention of selling the customer something else- this is known as ‘bait and switch’.

So if a laptop, or any other product, is advertised for a specific price but there are only models with an upgrade left in stock, the shop has to honour the advertised price.

If you’re charged extra for making payments via card instead of cash, remember that this is now banned, and you don’t have to pay the charge.

Currys PC World is one of many big retailers who are struggling with profits at the moment, as other giants like Toys R Us, Homebase, and New Look are closing or going into administration.

PhilipMarcover a year ago

Curry's and PC World still exist somehow but probably not for too many years now.

corp678homeover a year ago

Sadly PC World/Currys have pressurised customers to take out extra warranties which are not necessary. I fear that before the end of this year they will go the same way as Comet

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