Currys PC World has been charging customers extra for laptop setup fees, without telling them the charge was optional.
Since January 2015, more than 100 people have told Which? that they were pressured into paying the additional ‘Knowhow’ setup service charge by Currys PC World staff.
Which? says it has raised the issue with Currys PC World several times. The company has now issued an apology, and says it is “urgently re-briefing” its stores.
Customers who claim to have been affected by the practice − which potentially breaches UK consumer contracts rules − say they visited stores after seeing an advertised price online, only to be told by staff that only “pre-setup” laptops were available, meaning they’d have to pay up to £40 on top of the laptop’s advertised price.
“We are urgently re-briefing our stores now to remind them that, in the small number of cases where only pre-set up models are available, customers should not be charged for the service when they buy their laptop,” Currys PC World said.
Anyone affected is being advised to contact Currys PC World at firstname.lastname@example.org.
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