From start to finish - initial shopping online, through ordering, in-store, collection and return - the customer experience through Curry’s was not very good.
The website is a bit cluttered. I also felt mislead, believing from the website that the item was in stock in my local store. I made the online purchase thinking that it would only be a few hours until my item was ready to collect, but later found out that it would be a few days as it had to be delivered.
The customer experience in store doesn’t improve much either. It is obvious that the staff are not trained to exhibit good customer service - they don’t seem eager to help or have any positive energy about them. On this and on other occasions, getting help in store can be difficult - there are either not enough people about, or people seemingly allocated in the wrong places. For example, when I was in store collecting my parcel there were 3 people waiting just inside the front door - picking up an item purchased online. Meanwhile 4 curry’s staff were just in a group, seemingly having a casual chat. Couldn’t these people be allocated to help with those online order collections? Wouldn’t it make more sense for a desk to be permanently occupied by staff sorting these collections? Scrap the digital ‘check in’ style collection method - just keep it simple.
By far the worse element of my experience with curry’s is with returns and refunds. Despite me having an online account, the returns process involves filling in a very long online form asking for all sorts of details which curry’s should have already. For example, it asks for the order number, product description, my address etc etc. Why do I need to fill in this form? Why do DPD need to collect this item (with no choice in the matter on day/time of collection)? Why can’t I return it to my local store instead? Why do I need to fill in a long, complicated form?
The only redeemable feature about curry’s is its range of products and price, which is why I have given 2/5 and not 1.
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