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When we had our kitchen redone in October we spent £1,300 on a Neff induction hob, extraction hood and oven from Currys. We took advantage of a £75-off offer if you bought two large appliances together. We also used a gift voucher towards it.

When the order was delivered the driver said the oven was smashed, but this model was no longer in stock. I was offered a refund of the £700 it cost but in gift vouchers which tied us to Currys.

We were then offered the same oven in a different colour, but not only would we have to cover £100 price difference, but pay the £800 for it upfront, then wait for the refund of the first one in gift vouchers. Moreover, I was ordered to repay £32 of the £75 discount, even though we still qualified.

Delivery took a week, by which time the workmen installing our kitchen had finished and I had to pay extra for them to come back. When the new oven arrived, the original extractor hood was too big – our fault for not checking the depth. Currys said it would collect and replace it but days passed without a date. Eventually, we agreed to accept a refund but another £16 was docked off the £75 discount that had been applied to the oven and hob (the hood didn’t qualify as a “large appliance”). I was eventually offered back £48 of the discount and £30 goodwill but neither materialised.

TR, St Ives, Cornwall

Your experience will come as no surprise to those familiar with the white-knuckle ride that is Currys customer service. Ordeals tend to end in the same way: contradictory promises and inertia until a call from the Observer, at which point functioning appliances are conjured up along with modest goodwill.

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Within a day of my overture you were given £100 “goodwill gesture” but it includes the £48 you were unfairly forced to pay back.

To anyone else considering a kitchen revamp, check out independent stores who may offer a less robotic service.

If you need help email Anna Tims at or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number. Submission and publication are subject to our terms and conditions