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Argos GRRRRR!!!
Marathonman2000
Posts: 34 Forumite
Hi all and Happy New Year. I would say prosperous too but you are all Money Saving Experts so it's bound to be isn't it???
So, Argos... here's what happened to me and I'm curious to know what you all thing and if others have had a similar situation?
I reserved four items on 22/12/09. I paid for and collected them on 23/12/09 at my local branch in Stratford, East London. I took my mobile phone which had the reservation number texted to it by Argos as a reference.
It was a nightmare trip transport wise because of the weather and the store was packed. The queue snaked twice around the shop and the wait for goods at the collection points was very long. Although I did think there was something wrong with the total that I was charged and questioned it when paying, I saw that there was a 'You saved' section on the receipt so figured I must have just got my sums wrong. At that point I had neither the time nor inclination to check thoroughly, not to mention the chance of being lynched by the customers in the queue behind me had I started making a fuss!
I got home (eventually) and looked at the reservation email. This was the first time I had looked at the email because the text sent by Argos was all I needed to collect the goods. What had happened is that a wine cooler, on sale for £4.99 when I reserved it, had been charged at the full price of £9.99. The other items were charged correctly.
I emailed Argos. Their first reply said take it back with the reservation number and receipt, speak to the store staff 'who will be happy to assist'. I was not particularly happy with that reply, especially due to the cost and inconvenience of getting back to the store in the bad weather, which would effectively wipe out the saving. I emailed Argos pointing this out and asking if perhaps they would like to pay the travel costs I would incur getting to and from the store.
Argos replied quoting the reservation email which states that the goods are reserved, not the price, and that the price may change prior to payment and collection. So, now it appears they are saying this is unfortunate but I cannot get a refund as the previous email stated. I emailed Argos back, explaining that I had not read the reservation email, having no need to do so, because the information I needed (the reservation number) had been texted to my phone by Argos.
Argos's stand on this has basically been, 'You had the email, you chose not to read it. Had you read it you would have known the price could change.' Fair point, although it is pretty amazing that the price changed in the less than 24 hours it took me to collect the goods, especially as it was in their Pre-Christmas sale and increased on 23/12/09!? But my point is, how was I supposed to know I was meant to read the email??? I had the text with all the info I needed and no reference to the necessity to read the email!
My feelings are this...
1. Why is this 'price may change' condition not mentioned in the text message, or atleast a reference to reading the email?
2. Argos keep repeating that the store staff only see the current price of the item when they enter your reservation number, not the previous price that it was when the reservation was made. They just don't seem to want to answer my question as to WHY that is the case. It is surely very pertinent information which the staff should be aware of and should be passing on to the customer prior to payment being made?
3. When I asked Argos why I was initially directed to return to the store for a refund and was now being told I could not have a refund, they stated that it is at the managers discretion whether a refund is made in such circumstances. Firstly that seems unfair as one customer might get a refund and another not, in the same circumstances. Secondly, there was no mention in the initial email that I may not get a refund, and that I may have been making a wasted journey. The email seemed very positive in it's tone to me!
4. Is it morally correct for a company to increase the price of goods it has reserved for a customer, especially taking payment from the customers without first making them aware of the fact the price has increased? Argos reservations have a short shelf life so surely they could hold the price quoted? Or is this just cynical marketing by Argos, because I certainly would never have ordered the wine cooler at the full price?
So, what do you think? Am I just being a moaner or does anyone else think it is wrong to treat people like this? Has anyone else had a similar experience?
Argos finally offered to send me a £5.00 gift card as a 'gesture of good will'. I intend to give them a different kind of gesture back and continue to press for answers to my questions. It is a matter of principal to me.
Good luck all!
So, Argos... here's what happened to me and I'm curious to know what you all thing and if others have had a similar situation?
I reserved four items on 22/12/09. I paid for and collected them on 23/12/09 at my local branch in Stratford, East London. I took my mobile phone which had the reservation number texted to it by Argos as a reference.
It was a nightmare trip transport wise because of the weather and the store was packed. The queue snaked twice around the shop and the wait for goods at the collection points was very long. Although I did think there was something wrong with the total that I was charged and questioned it when paying, I saw that there was a 'You saved' section on the receipt so figured I must have just got my sums wrong. At that point I had neither the time nor inclination to check thoroughly, not to mention the chance of being lynched by the customers in the queue behind me had I started making a fuss!
I got home (eventually) and looked at the reservation email. This was the first time I had looked at the email because the text sent by Argos was all I needed to collect the goods. What had happened is that a wine cooler, on sale for £4.99 when I reserved it, had been charged at the full price of £9.99. The other items were charged correctly.
I emailed Argos. Their first reply said take it back with the reservation number and receipt, speak to the store staff 'who will be happy to assist'. I was not particularly happy with that reply, especially due to the cost and inconvenience of getting back to the store in the bad weather, which would effectively wipe out the saving. I emailed Argos pointing this out and asking if perhaps they would like to pay the travel costs I would incur getting to and from the store.
Argos replied quoting the reservation email which states that the goods are reserved, not the price, and that the price may change prior to payment and collection. So, now it appears they are saying this is unfortunate but I cannot get a refund as the previous email stated. I emailed Argos back, explaining that I had not read the reservation email, having no need to do so, because the information I needed (the reservation number) had been texted to my phone by Argos.
Argos's stand on this has basically been, 'You had the email, you chose not to read it. Had you read it you would have known the price could change.' Fair point, although it is pretty amazing that the price changed in the less than 24 hours it took me to collect the goods, especially as it was in their Pre-Christmas sale and increased on 23/12/09!? But my point is, how was I supposed to know I was meant to read the email??? I had the text with all the info I needed and no reference to the necessity to read the email!
My feelings are this...
1. Why is this 'price may change' condition not mentioned in the text message, or atleast a reference to reading the email?
2. Argos keep repeating that the store staff only see the current price of the item when they enter your reservation number, not the previous price that it was when the reservation was made. They just don't seem to want to answer my question as to WHY that is the case. It is surely very pertinent information which the staff should be aware of and should be passing on to the customer prior to payment being made?
3. When I asked Argos why I was initially directed to return to the store for a refund and was now being told I could not have a refund, they stated that it is at the managers discretion whether a refund is made in such circumstances. Firstly that seems unfair as one customer might get a refund and another not, in the same circumstances. Secondly, there was no mention in the initial email that I may not get a refund, and that I may have been making a wasted journey. The email seemed very positive in it's tone to me!
4. Is it morally correct for a company to increase the price of goods it has reserved for a customer, especially taking payment from the customers without first making them aware of the fact the price has increased? Argos reservations have a short shelf life so surely they could hold the price quoted? Or is this just cynical marketing by Argos, because I certainly would never have ordered the wine cooler at the full price?
So, what do you think? Am I just being a moaner or does anyone else think it is wrong to treat people like this? Has anyone else had a similar experience?
Argos finally offered to send me a £5.00 gift card as a 'gesture of good will'. I intend to give them a different kind of gesture back and continue to press for answers to my questions. It is a matter of principal to me.
Good luck all!
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Comments
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The price may change condition won't be in the text message because the messaging service which i think maybe Mediaburst will only allow a certain amount of characters.
As for the price being higher when you got to the store than when you had seen it previously, would you have written to Argos with all these questions if you reserved it at £9.99 but then only got charged £4.99 for it?
I think it's just one of those things and you were unlucky the price changed.
If I was you I would be more than happy with the offer of a £5 gift card because they could have quite easily just said 'Unlucky, you should have read the terms and conditions'If At First You Don't Succeed, Call It Version 1.0
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Remember, MoneySaving should be fun. Everyone using these boards is here for the same reason, to save money. The site’s motto is “Please be nice to other MoneySavers”. It should go without saying, but please remember that when using this forum.Please do not quote spam as this enables it to 'live on' once the spam post is removed.
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Declutterers of the world - unite! :rotfl::rotfl:0 -
A tad harsh sjmcgowan, it seems they were only asking genuine questions and i'm sure you wouldn't be happy if someone responded to your posts like that.
Maybe so, however I work in a company which adheres to this type of reserve and collect system. It is always made out to be plain and simple that you are only reserving these goods, not paying for them. If a price change is actioned in the meantime, why would the company be at fault?
I constantly deal with the general public regarding this matter and the problem of prices changing occur frequently, but it is in black and white in the confirmation email, which upon reserving items, a paragraph will be inserted somewhere to advertise the fact tha you must read the T&Cs. the OP obviously did not0 -
It is the same with Tesco when you order on line for delivery for food etc. If the price changes between when you order and when you get the goods you pay the current price on delivery. If anything it will teach you to read all the documents sent to you and check your receipt when you pay for things.
Take the £5 gift card and you will be in the exact position you should have been, get them to post it to you or pick it up when you are next passing so you do not incur extra cost.If you find you are drinking too much give this number a call. 0845 769 75550 -
double post0
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Ok, so my original post has been deleted. how very grown up.0
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My reply has been deleted as well. If At First You Don't Succeed, Call It Version 1.00
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mine was deleted also even though it adhered to the rules, sweeeeet 0
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Who did all that. Totally destroys the thread if so many posts are cancelled.If you find you are drinking too much give this number a call. 0845 769 75550
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