I placed two duplicate orders with you on Friday, 27/11/20 because, having made the first, I realised I could achieve a bigger discount. Failure 1 I had to submit my details about 10 times, as your delivery timeslot kept timing out whilst I was having to transpose voucher numbers onto your order form which resulted in repeated failed order attempts – an absolutely infuriating digital experience. Failure 2 I used your digital cancellation facility, supposedly to cancel the first order. I subsequently received SMS and email communications stating the order I had submitted a cancellation for, would be delivered on Monday 30th November?!? Failure 3 I spent considerable time trying to locate a customer service phone number for your company, which you clearly intentionally hide, to channel customers via a digital route, I assume because you want to squeeze every last penny of profit out of your business and therefore are unprepared to pay people to handle your customer service function. Using a digital customer service function might be acceptable in most circumstances, if your digital route actually worked. It does not, as is clear from what I have described so far. Failure 4 I spent 30-40 minutes on hold trying to get through to your company, once I had located any phone number I could. Your technical support person put me through to a customer service representative, more holding. I explained clearly the very simply issue I needed resolving – the cancellation and refund of a duplicate order. The customer service representative told me he could see about 10 attempts to place my order, I said yes, this was due to your useless order process which timed out the delivery slot leading to the order failing so many times. It was obvious from his tone and actions that he could not give two ****s. He put me on hold three times as he sullenly tried to figure out how to do his job. He then hung up the phone. At this point I was absolutely seething. Failure 5 I could not waste any more of a very precious Saturday on your incompetent staff and awful phone line timescales, so I turned to Twitter and tweeted your company. It is 13th December as I write and that was never responded to. Failure 6 I rang back on 28/11/20 as I was too angry to do any more.. Another 30-40 minutes of hold music. Failure 7 I spoke to another member of Curry’s staff. I described the abysmal experience that I had had, she sounded bored and disinterested, but did finally agree that what I had experienced was poor. The lady told me she had cancelled my first order, which she achieved in less than 5 minutes, so why the previous employee could not and then hung up I have no idea. No actually, I know exactly why. He could not be bothered. I received an email saying my first order had indeed been cancelled. Failure 8 On Tuesday 8th December you delivered the tumble dryer, which after its arrival I came to realise was associated with my first order number. So despite using two methods of cancelling my order, you still delivered it. What an idiotic farce of the highest order. Failure 9 I had been checking my bank account for a refund. As of (13/12/2020) you still had my money. So, I went online and used your web chat service. Your Virtual Assistant was what I used to initially cancel my first order, and having established that it does not work previously I was not impressed to be greeted by it again. The tiniest saving grace was that by entering the word ‘complaint’ I did at least get diverted to a human-operated service. Oh, I started at 12th in the queue. More of my time being sucked into a vortex. Failure 10 The interaction with the live chat human service was exceptionally slow. I was my order had been cancelled and I would receive email confirmation. I did not, I waited several days for a refund, it did not happen. I asked to make a formal complaint, I was offered a phone number. I requested an email address, as there is no WAY I was going to hold for 45 minutes to be cut off for wanting to complain. Failure 11 The email address reached a ‘pre-sales’ team, who simply replied offering a phone number for me to call as they weren’t the ‘right team to deal with my query’ Failure 12 Good Grief, no one at your company takes any ownership!!! Why tell a customer with a complaint to re-contact another part of the company YOU SHOULD DO THAT. Failure 13 Having asked for the right email address, it BOUNCED. Finally, I looked up your Corporate website and contacted the CorporatePR email address. I was called and the person agreed my experience had been dire, apologetic noises were made, and a few days later my refund finally appeared. Am I satisfied? No I am not. I am not a career complainer. I had a dire customer experience. No gesture of compensation was offered and it still makes me angry, a month on, at the bilge I trod through to get my money back. I will never shop with Curry’s again in my life.