Oh,
how I hate Argos with a severe passion. Ordering things from them
can cause hair loss, frustration and loss of money. DON'T DO IT! YOU
HAVE BEEN WARNED!I went into your store on the 3rd of November this year. It was mid-afternoon and the rush of customers had died down slightly. My old washing machine had given up the ghost after many years of loyal service. So I decided to replace it.
I flicked through the pages in your “laminated book of dreams” as described by Bill Bailey, and subsequently found a machine that would do the job. So, I filled out the slip and took it to the cashier. As this was the first day of trading in Fort William, I was waiting in a queue for a while. I eventually got to the front of the queue and handed over the slip of paper. On it, quite clearly states: “Delivery Usually Within 7 days.”
So, I waited the seven days and called you when I hadn't heard from the delivery company. The person on the other end of the telephone told me that they (the delivery company) would call me with a delivery date. I waited, and waited, and waited. Still nothing. So I called Argos Enquiries. No joy. I had a call out for work, which I had to acknowledge. When I returned home that afternoon at about three o'clock, there was a card through my door, informing me that a courier had called to deliver my washing machine. Great! I called the number on the card, several times before I got an answer. They then gave me a mobile telephone number of the delivery vehicle in question. I wasn't happy that they never bothered to phone me to let me know they were coming. I called the mobile phone and the driver told me they were on their break and were heading back to the depot. They told me they would call me to arrange another delivery date.
After two and a half weeks since I first ordered my machine, they called me with another date. Three weeks after I had originally ordered it. I was working night shift the Sunday night and finished at 8am on Monday morning, then working on Monday night shift also. I had to wait up until 3.30pm until the delivery company arrived, that's after they called to find out where my house was. I called Argos Customer Services and they agreed to refund my delivery and installation charge. Why? Because the company delivered it, but failed to install the washing machine.
When I got round to installing the washing machine on my day off, my only day off in the week was taken up with unpacking, drilling, unscrewing, and general installation according to the instructions. Imagine my dismay, as I loaded the machine and switched it on, waited a while and returned later to unload it. When I realised the machine was making a mechanical noise and not spinning as it should, it also was holding my washing and the water inside the drum.
I was straight on the phone to the manufacturer, who then told me because it was within 28 days, I was entitled to a replacement machine from Argos. So, I dutifully called your Customer Services Team again and told them what had happened. All they could tell me was that the delivery company would call me with a new delivery date. My washing is trapped inside a machine, which was supplied by your company. What am I supposed to do about my trapped laundry? I have not yet received a new date and I am being hugely inconvenienced by Argos and the delivery company.
All the compensation you can offer me is a total of £24.50, which is wholly unacceptable. I have taken days off work, to wait in for non-existent deliveries. Why are you doing this? In the time I have had dealings with your company, you have breached your own terms and conditions set out in your contract with me.
I expect a full explanation and a full or substantial refund for my severe inconvenience, which is entirely the fault of your company.
Yours etc.
Sent on behalf of a friend.
Dear Sir/Madam,
Well, here we
are
again. It's the same problem and the same situation. You still
haven't responded to my telephone calls, so I thought I'd write you
another letter.
I am still
awaiting payment
for the installation charge. Which I have been assured I was to
receive. The amount is £32.00. When I called last time, you
told me you weren't going to pay this as you have already refunded me
the £24.50 delivery and installation charge. You did deliver
it, I'll grant you that fact, but you or the delivery company did not
install the washing machine.
This has been going on for far too long, since November last year, and I'd be quite happy if you payed me the amount outstanding and the compensation which I have mentioned several times in previous correspondence to you. Failing this, I shall not hesitate to take this matter to the press and possibly the courts, if I see fit.
Sent on behalf of a friend.
Dear Sir,
Thank you for your recent letter, I was sorry to hear about the problems you have had with your order.Argos Direct has procedures in place regarding compensation that have to be adhered to. We are only able to address costs that you have incurred if they are fully substantiated by relevant documentation. Should you wish to forward any supporting evidence to us at the address below, we will promptly investigate your claim.
We will investigate this problem further, find out what went wrong and ensure that it does not happen again.
Yours sincerely
Andie Morris
Correspondence Co-ordinator
Dear Sir/Madam,
Thank you for
taking
approximately four months to reply to my correspondence. If you
search through my file, you will notice that I have already sent in
the receipt for the installation charge.
I was assured
by one of your
customer service representatives that I would be recompensed for this
amount and also the "express delivery and installation
charge" which I paid in store. If
"express delivery" means it will take about three
to four weeks to arrive, and when it does they don't bother to
install the item, pray tell me what exactly your customers are paying
for?
In November, I
also asked
for compensation to the full value of the item I purchased. This is
due to the fact that I have never had such an atrocious service
anywhere and I feel it should be your company who pays for this bad
experience.
Failure to respond to this letter within fourteen days, will result in myself taking this matter to the national press. It has been going on for far too long and this is the only letter of correspondence I have received from your company, which is appalling to say the least.
Sent on Behalf of a friend.
They never replied, but a cheque arrived a few days later.