If I were a mystery shopper, this branch would have scored 0/10!!!! without question. CURRY BRENTFORD BRANCH 2484
Attention: Regional and Branch Manager.
I visited my store (Currys Brentford, 2484) 13/10/25 at 7:10 PM, with plenty of time to make a significant purchase -- a PS5, a clearance TV, and a laptop, totalling £950. I was deciding between paying upfront or using a finance option, but I had all funds ready. I came prepared to buy, but what I received instead was a frustrating, disappointing, and borderline discriminatory experience.
Lack of Acknowledgement and Assistance
For the first 10 minutes, I observed that most staff were engaged with customers -- fair enough -- but one female staff member on the ground floor repeatedly noticed me yet never once greeted or approached me. I was clearly waiting, making eye contact multiple times, yet was deliberately ignored. Not acceptable.
When I approached a male colleague ground floor in the computing section, while he was helping another customer, he told me to take photos of price tags and come back. I spent the next 20 minutes walking around the store, still unacknowledged by the same female staff member, even though she walked past me multiple times.
Inappropriate Use of Earpieces & Unprofessional Conduct
While waiting, I couldn't help but overhear disturbing and unprofessional remarks being made through the staff earpieces. Let me be very clear!! the store was not busy, and the staff were openly speaking in ways that customers could hear.
One staff member (the same woman mentioned above, name possibly starts with H) made disrespectful comments about customers. For example, she referred to an African family and said, "I don't understand what's up with this customer, The guy in the grey trackie, I told him we don't have it in f***ing stock, it'll be here tomorrow." if you want to check to footage on CCTV, this customer was waiting at the far left of the store as you walk in. by the Gaming monitor and Gaming Seat.
Is this how customers are spoken about in your store?
Ignored at Point of Purchase
When I was finally close to getting assistance, the male colleague I was waiting for said he'd be with me shortly. However, when another customer walked in moments later, the same female staff member gave him to the colleague I'd been waiting for, even after he acknowledged I was next in line and ready to purchase.
They both looked at me and chose to serve someone else.
When I turned away in disbelief, I clearly heard her say whilst the other customer was there "He knows where he has to go if he wants to purchase, let him go." That statement confirmed how dismissive, unprofessional, and, frankly, discriminatory her behaviour was.
Final Straw -- No Apology, No Accountability
At the till, as I was finally being helped by a different team member, the same woman approached, not to apologise, but to say to the colleague, "Make sure you check before getting the product," referring to the pay-later option. Her tone and timing were confrontational and undermining.
My Conclusion
I left the store feeling undervalued, ignored, and possibly discriminated against based on how I or other customers looked. This was not just poor customer service, it was blatant disregard for respect, inclusion, and professionalism.
As a customer ready to spend close to £1,000, I was made to feel like an inconvenience. I will never shop at this branch again, and this experience has left me questioning whether I will ever shop at Currys again, full stop.
You've lost a loyal customer -- and I will be sharing this experience across other platforms. read more
