Help Argos will not refund

Mack_3

Pavlos_Dog is totally right in what he's saying, I have been duty manager etc at my store and had to deal with situations like that, some i've accepted some i've refused. There is no point in angering a ligitamate customer who has obviously not used the product. However Argos as a whole is stuggling to meet financial targets etc, this is another reason why they are tightening up on refunds.

I think if going back to store doesn't get you anywhere give customer services a ring and explain the situation to them, normally they will give the store a ring and have a word with the manager. IMHO, if you are persistant, AND the item is obviously unused you should get somewhere.

Whatever you do, dont get angry etc, as this just goes against you, i would never authorize a refund to anyone that has been rude to any member of staff etc.

aj2001

Mack thanks for your words there, I work for a catlogue company although I work on phones as customer service, when customer is rude and shouting they dont get anywhere.
Anyone on customer service can only do what is allowed as they have to answer to someone higher up otherwise its your job on the line. Argos clearly do state in catlogues which items are excluded from 16day money back, but if a manager wont take item back then there are other legit ways like writting in to head office etc and who knows they might make an exeption.
Stay calm and understand their situation, we are lucky to have stores like argos. Has anyone ever tried returing goods at currys or pcworld.

aj2001

Just to add I had bought a dvd recorder from argos and I lost the recipt and it was still under the 16 dasy I went there explained the situation and they asked me what time and date I bought it and it matched the computer and I got full refund but then the dvd recorder wasnt even taken out of the plastic.

anyway keep trying and if it doesnt work you always have the itm to use as a gift or for your self and there is always cash generator or ebay, I hope some kind manager there helps you out.

zorber

my comments were not directed towards any one specific on this post but to Argos policy setters in general.
But the flip side to the coin is if the consumer doesnt get what they want (so long as its reasobable) quite likely they will not return to shop there again.

But yes if you are rude and start shounting the odds etc then you are less likely to get the issue resolved. Certainly i am rude enough to point this out to certain customer when they kick off.

executiverocker

i work for argos. I used to be a team leader but reduced my hours to assistant mainly because of customers. If customers were polite and explained the situation honestly there would be a lot less returns in the system and a lot less hassle for staff.

pavlovs_dog

its a dirty thankless job isnt it executive rocker

did you get out before they brought in this new customer services support role and axed the team leaders?

executiverocker

thats when i got out...well i could of stayed on, but i decided to cut my hours from 38 to 6! nice payout:P I was going to become a stock team leader instead but the hours never came back even thought we went back from a band 2 to a band 3, gits.

owey

Sorry to go off subject, but when you ask for the customers postcode and house number, what does it say on the screen you look at?. Does it ever tell you how many time the customer has returned unwanted/faulty items?. Or does it just show you the street name?. Just that I have always wanted to know what the staff are looking at :rolleyes: .

Johntea

At a guess, statistics?

Can't see them using it for anything meaningful as they're not going to check YOU live at any particular postcode

pavlovs_dog

the screen doesnt tell us anything. we get one box asking for a postcode, when we submit that we get a box asking for a house number, and when we submit that we get the last and final screen, which tells us the amount to be refunded.

the only time we can see you address is

1) if you are ordering an item for home delivery
2) you buy apparatus that can receive/record a TV signal and we have to take licensing details.

the reason we have to ask for postcode/house number when returning items is an anti-fraud measure and nothing else (to the best of my knowldge). every refund/replacement we put through is tied to our cashier number, so if we are doing any suspicious transactions, there would be a means of checking up on us.

i assume it must also serve to give some indication as the demographic of our customer base, although i doubt this is the prime reason for doing so.

so unfortunatly, no stats on how much stuff you return - we tend to know the serial offenders anyway