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Electrical store Currys PC World has agreed to retrain its staff after mystery shoppers reported serious misconduct in the selling of its extended warranties.
According to the report, published by the Competition and Markets Authority (CMA), secret shoppers found that around a quarter of staff tested could not provide accurate information on whether cosmetic damage was covered under its extended warranty scheme.
In some instances, shoppers were told that products would be replaced if they were damaged but still worked when in reality this was not the truth.
Around a fifth of staff were also unable to provide shoppers with a quote – a legal requirement of selling warranties.
Currys PC World – which is owned by Dixons Carphone – was found to be in breach of a legal order requiring electrical retailers to sell extended warranties to ensure that their customers can make informed decisions about whether the additional insurance is worth buying.
As a result, the retailer said is it now making several changes, including extra training for staff, as well as a store-wide poster and leaflet campaign explaining what is and isn’t included in the extended warranty scheme.
A Currys PC World spokesperson said: “We have been actively engaging with the CMA to ensure that the sales process in our stores consistently meets the required standard.
“As the CMA highlights in its letter to us, we have already taken a number of steps to address their recommendations, and we agree with the CMA’s comment that these actions should lead to benefits for our customers.”
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