I ordered a tall freestanding freezer online which was delivered yesterday and I had paid an extra £20 to have the old appliance recycled and the new one unboxed with waste packaging taken away. The delivery team delivered the new freezer and took the old one back to the van but then drove off without unboxing the new one or taking away the packaging. After phoning Currys customer service this morning, I was told it was not part of the service and I should recycle it myself - pretty shocking response considering this it was it clearly says on their website... Let's recycle - £20.00 On delivery, we'll: Remove an old, disconnected appliance Remove your new appliance's packaging Take the lot to be recycled When I explained that their website clearly states this, she said I was meant to ask them to unbox it - well perhaps I would have done if given a chance, I didn't know that when they took the old one back to the van they were going to drive off and I also didn't know that you have to ask them to provide the service you paid for! The lady I spoke to at customer service was quite rude really. I was told they can't refund me as they took the old appliance away and my local council would take the waste if I put it out. This is not the case in my local area as they won't take rubbish away outside of the bins. I will now be out of pocket using fuel and my own time to take a car boot full of cardboard and 3 bags of polystyrene to the tip! I won't be using Currys again in the future as I never have these issues with AO.