Currys - Maidstone Reviews 

Only wanted sim changed in new phone waited 35 minutes Asked someone else if they could help as been waiting a long time. Got someone else the phone was defective so had to get a new phone. Over an hour in all to get a new phone and change sim

Fast, efficient and ordered for me in the shop to collect next day

Subject: Subject: URGENT: Formal Complaint – Mis-selling, Unfair Treatment of Vulnerable 85-Year-Old, and Customer Loyalty Breach at Maidstone Store

Dear Currys Management Team and Mr. Baldock,

I am writing to log an urgent formal complaint regarding the appalling treatment of my 85-year-old grandfather at your Maidstone branch. He has been severely mis-sold a product, and your store staff’s refusal to rectify the situation is causing him immense, dangerous distress.

My grandfather has been an incredibly loyal, high-spending Currys customer for years. He buys absolutely all of his household and family equipment exclusively from you, including multiple televisions, dishwashers, fridges, and multiple cookers for both himself and his son. He has given your company a massive amount of business. To be treated with such complete hostility and zero flexibility in return is disgraceful.
My grandfather is exceptionally vulnerable right now. He has recently been bereaved by the loss of his wife and has just finished cancer treatment. Understandably he is not quite himself and is extrenely vulnerable.To make matters worse, this entire ordeal occurred just days before he was scheduled for surgery on his varicose veins. When I saw him the day before his operation, he was extremely distressed, visibly shaking, and beating himself up over this situation when he should have been resting and mentally preparing for surgery. Your store's actions have caused him serious hardship and unnecessary mental suffering.
The details of the mis-selling are as follows:

The Request: My grandfather bought a 42-inch TV and explicitly told the salesperson he needed a companion soundbar of a similar, matching size.
The Misrepresentation: The salesperson selected a soundbar. Because it was out of stock, my grandfather could not physically see it to check the dimensions. He trusted your staff member's professional guidance.
The Warning Signs: When collecting the item, my grandfather explicitly questioned the size, noting that the box looked far too large. Your staff actively assured him that the item inside was much smaller and that the bulk was just "packaging."
The Reality: Upon opening the box at home, he discovered the soundbar is roughly 5 feet long—completely unsuitable, visually mismatched, and physically overlapping a 42-inch television.
He returned the item to the Maidstone store within 3 hours of purchase. Your staff refused a refund or replacement, falsely claiming "he had the chance to see it first"—which is entirely untrue as the item was out of stock.
Shockingly, in his distress, my grandfather spent two hours in your store trying to get them to understand, even offering to exchange it for a soundbar that was £200 cheaper and let Currys keep the financial difference just to end the ordeal. Your staff still refused. This violates the Consumer Rights Act 2015, as the goods were strictly not as described and not fit for the purpose clearly specified to the sales assistant. Taking advantage of an elderly, loyal gentleman in this manner also breaches your duty of care toward vulnerable customers.
To resolve this matter immediately, I require:
A full refund to his original payment method upon the return of the opened soundbar.
A formal apology from the Maidstone store management for their lack of empathy, poor conduct, and disregard for a lifetime customer.
If this is not resolved swiftly, I will escalate this to Trading Standards, the Financial Ombudsman Service, and senior consumer press champions.
I look forward to your immediate response to protect a vulnerable customer.

I have tried emails, live chatting i havw called support to be hung up on, laughedcat. I stsyed calm despite this it is shicking for this to happen let alone the impossiblevway of raising a complaint. Shicking service to a vulnerable 85year old

So after two discussions with sales staff, we chose the printer we'd decided on and seen on the shelf. Told we couldn't have it as they had discontinued it. We asked to buy the one on display--told it was for demonstration (for a printer discontinued??) We asked if other branches might still have one--yes, they did, but could not send one to our local store, we would have to go and collect. What rubbish service! A sale you lost Currys

Helpful staff polite & knowledgeable

The sales lady informed me that the fridge/ freezer was the same size and would fit our opening however it didn’t and it resulted in me having to break a shelf and the door sticking out as the depth was longer.
I am left with a door that sticks out and a unit that has been damaged.
Your sales staff need to be more knowledgeable about your products.
The installers were very thorough and efficient which is why I scored the a 3.

UPDATE - 24 Aug 26.
The response to my original comment is poor. There was no sense of remorse, empathy or understanding to my points that were raised nor any indication that this was taken seriously.
There was no suggestion on how to resolve the issue nor information on how this would be rectified (staff training etc).
The comment about returning to a store is not going to be taken up.

Staff really helpful and polite.
Nice and easy purchase with items loaded in our vehicle for us.