Currys PC World customers have been left hundreds of pounds out of pocket after a Black Friday glitch debited their gift cards but left them unable to fulfil their purchases.
A “temporary outage” on Friday resulted in customers being charged for orders that were later cancelled due to stock levels.
Currys said all customers who were affected will have their funds restored, however the chain was unable to confirm how long it would take to rectify.
The glitch, which was first reported by MoneySavingExpert, only affected shoppers who paid via gift cards.
It said customers who used other payment methods – such as debit or credit cards – were unaffected.
Complaining to Currys on Twitter, one customer said he’s been left £450 out of pocket with no guidance on when he’ll receive a refund.
Another said he lost £650 after trying to purchase an item in the Black Friday sale.
“Three days now and multiple calls and DM’s but no issue resolution in sight, #NoOrder #lostmoney,” he tweeted.
Another shopper said they’d lost £900 on their gift card after trying to buy a laptop.
They said: “Highly disappointed! Attempted to purchase a Black Friday laptop with voucher card purchased through work… no laptop. £900 deducted on the gift card.
“In addition, wasted the afternoon attempting to resolve the issue with currently no luck!”
Speaking on social media, one disappointed shopper said they’ve lost out on Black Friday: “Worst experience dealing with you and your ‘don’t know how’ team tbh.
“You took my gift card credit and now I cannot use it on Black Friday deal.”
A Currys spokesman was unable to specify how many customers are affected as well as how customers will be refunded.
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However it said the error was triggered by “unprecedented volume of customers” accessing its website during the sales event.
A Currys PC World spokesperson said: “Due to the unprecedented volume of customers shopping online with Currys PC World this Black Friday, our website experienced a temporary outage.
“Unfortunately transactions being made by gift cards were affected.
“We will ensure that every customer affected by this issue has funds put back onto their gift cards in full, as soon as possible.”
Martin Lewis, founder of MoneySavingExpert.com, urged the retailer to issue refunds immediately.
He said many of those shopping on Black Friday had deliberately held out for the shopping event.
“Currys has been lax and languid. People first started tweeting me about missing gift card money on Friday. We alerted the firm immediately.
“Yet barring an unspecific statement, it’s not given people any real direction about how they can get their money, often £100s back – and customers report its help services have been mostly unresponsive. That’s a fail.
“Not only must it ensure everyone’s gift cards are refunded, but those affected should be allowed to still purchase items at Black Friday prices so they don’t miss out. People have enough to deal with this Christmas without Currys adding to it. Its needs to confirm arrangements immediately.”