Argos are dishonest and unethical - Buyer Beware!!!

vivgriffin

On 7/02/2008 (yesterday evening), I ordered the Cookworks Signature Stainless Steel Easi-T Combi Microwave - 400/6598. This is a combination microwave / convection oven / grill. It was 1/2 price - 39.99, normally 79.99. However, I was emailed an order confirmation for an inferior product - the Cookworks Signature Silver Easi-Tronic Microwave - 400/0996 - this is just a standard microwave and is 39.99 full price.

You may notice that the names of the microwaves are very similar - how many people would not have noticed and assumed that the order was correct?

I called Argos to ask them why this had happened. They said that the items was out of stock and that it is their policy to replace an item in an order that are out of stock with another "cosmetically different" item. This is their 'get out clause' for sending you an inferior, cheaper item than you ordered and keeping your money.

They said that the microwave that I had ordered was out of stock - so, they should not have taken the order - simple! If they did (and realised afterwards) they should have just processed an immediate refund).

Instead, they said that I had to refuse the item when the courier tried to deliver it. I would have to then call them to request a refund and that this would then take another 5 days to be processed.

I would appreciate the advice from other moneysavers as to whether what they are doing is actually legal or not? Is it actually legal to deliberately process customers orders with incorrect (and in my case) functionally inferior items?

As you might have gathered, I have no intention of letting them get away with this and intend to get my money back. However, I can't help thinking of all the Argos customers out there who are less confident and assertive. How often do they actually get away with doing this, profiteering from the vulnerable.

Personally, I will never purchase anything from Argos again. However, cheap their prices, it's just not worth the stress and hassle.

Pound

Sounds unusual for Argos to do this to be honest. It now shows that 400/6598 is out of stock but the substitute is in stock. What has changed since this morning?

vivgriffin

This was really why I felt it was so important to warn people. I don't know if this has always been the case but, they told me themselves that it is their policy to change people's orders and replace out of stock items with "cosmetically similar" in-stock items. If you look at some of the customer reviews on Argos's own site, you will see a lot of people commenting that they got a different item to that which they ordered. If the item is better, people won't complain but, in my case, it was an inferior item. Personally, I don't think they should do this at all - they should ask the customer if they can change their order - not just do it.

asharon

i HAVE HEARD OF ARGOS DOING THIS BUT ONLY WHEN IT HAS WORKED IN THE BUYERS FAVOUR, IE THE ITEM IS REPLACED BY A MORE EXPENSIVE ONE.

i DONT KNOW BUT i WOULD GUESS THAT BECAUSE THE ITEM WAS REDUCEd to £39.99 that the system automatically went for a similar unit but based on the reduced rate rather than the full price.

Excuse the caps I forgot my lock was on.

cazzieb30

Hiya i had probs when ordering the reebok i-run i complained to the chief executive and now have a cheque in the post!!

Mr Terry Duddy, Chief Executive and send it via e-mail for his attention to [EMAIL="info@homeretailgroup.com"]info@homeretailgroup.com[/EMAIL]

Good luck

sinandie

Usually when they substitue an item it is of the same specification but like Pound says you usually get a better item not a more inferior one. Obviously you not shopping at Argos anymore is you perogotive but you may be cutting your nose off to spite your face as you could at some point be missing out on a bargain. Hope you get sorted

cheeky

vivgriffin wrote: »

As you might have gathered, I have no intention of letting them get away with this and intend to get my money back. However, I can't help thinking of all the Argos customers out there who are less confident and assertive. How often do they actually get away with doing this, profiteering from the vulnerable.
Personally, I will never purchase anything from Argos again. However, cheap their prices, it's just not worth the stress and hassle.

Because you have to be so confident and assertive to get a refund with the 30 day money back guarantee?

Be realistic. There isnt a little man processing your order and deciding your Mr big bad Argos's next target.. Its a great big computer that sometimes goes wrong. It gets tweeked/tuned every day

And as for never shopping again :rolleyes: - i have seen results from customer surveys and the vast majority of people put argos customer service low down their priority list (not what argos wanted to hear as they spend millions on it) all they are concerned with is price. Period.

MINCER_2

cheeky wrote: »

Because you have to be so confident and assertive to get a refund with the 30 day money back guarantee?

Be realistic. There isnt a little man processing your order and deciding your Mr big bad Argos's next target.. Its a great big computer that sometimes goes wrong. It gets tweeked/tuned every day

And as for never shopping again :rolleyes: - i have seen results from customer surveys and the vast majority of people put argos customer service low down their priority list (not what argos wanted to hear as they spend millions on it) all they are concerned with is price. Period.

I presume you mean millions of pence - no way they spend millions of pounds!

The number of times I've turned up for a reserved item, only to be told they can't find it, or my reservation has been cancelled or they produce some object that looks like it's gone through the Normandy landings rather than been on a shelf. The attitude when you complain is just - tough!

mrcow

Take delivery and then take it back to store unopened and get your refund that way. Then you don't have to wait 5 days.