On 18 December 2022 I ordered an integrated fridge freezer, with delivery and installation arranged for 20 December 2022. On the day the installer found the fridge was too deep for him to fit and said he often had issues with the specific manufacturer (Samsung). Rather than leave me without a fridge freezer over Christmas as the old one was broken, he left it (with instructions how to turn on in a few hours) and assured me I would be able to order a replacement in due course. Despite his assurances I also called customer services (0344561000 - 14 minutes) at 13:30 GMT, I made it clear what I had been told by the installer, and that the fridge would be used in the interim, and it was confirmed to me that I would subsequently be able to exchange the item for one that would fit. The next day I again called customer services (03445611234 - 24 minutes) at 11:32 to re-confirm the situation and was assured an exchange would be fine. At no point in these conversations was there any mention of the bizarre and frankly baffling policy of replacements needing to be within a 10 per cent price threshold of the original item, although in my case, as it panned out, that was the least of my concerns. Having researched potential alternatives I called again on 29 December 2022 (03445611234 - 43 minutes) at 12:54 explaining I needed to exchange. I was informed that the replacement product I had chosen was outside the 10 percent price threshold for exchanges. This made no sense to me, I tried another product and was told the same thing. I then said I wanted a refund and when it became apparent I had used the fridge freezer (as instructed by the delivery team), I was told it would not be eligible for exchange or refund, effectively leaving me with a £650.00 fridge which didn’t fit my kitchen. As you can imagine this was a highly stressful development considering I had acted on the instructions of Currys employees throughout. I tried to explain my position during this and two subsequent calls (13:48 – 44 minutes 14:32 – 45 minutes) and was met with a complete lack of empathy and no attempt whatsoever to do anything other than get me off the phone. The various operators I spoke to were terse and unwilling to discuss anything outside the ‘process’ despite my situation being wholly the result of actions and advice of Currys. Finally I demanded the installation fee be refunded and was offered that an ‘engineer’ could be booked in to remedy the situation. I accepted this and the visit was booked for 31 Dec 2022 between 12:20 and 16:20. On the 31 December 2022 at approximately 13:00 I tracked the status of the visit online and found the job had been marked as complete at 12:14! This obviously had not occurred. I called at 13:01 to explain this but was placed on hold and then cut off. I called again at 13:06 (50 minutes) and having been put on hold by one operator, only to be picked up by another and starting again was eventually told that despite the job being marked as complete, I would receive a visit on the day. I believe this was a lie designed purely to get me off the phone. No visit occurred that day. Being forced to deal with the situation myself I subsequently fitted the fridge/freezer successfully which means the whole situation could have been avoided with a bit of effort (and less terrible advice) from the original installation team, who I foolishly gave a £10 tip, thinking I had been given a good service. on 3 Jan I recounted my experience to the online chat and twitter DM simultaneously and managed to get the installation fee refunded. I also claimed a price match as the fridge was cheaper at AO.com. Neither of these payments can be considered as compensation. An email sent to the Chief Executive, also on 3 Jan, detailing my experience has not been replyed to. This experience, over the festive period and while suffering from Flu, was highly stressful and took up many hours, and I cannot see a situation where I will use Currys again. It is, in fact, more likely I will go out of my way to inform people of the risks involved of making a major purchase when any problems are ‘dealt with’ by a disinterested call centre based overseas.