Is this a decent complaint letter to Argos?

ahrimaniac

Who do I send a complaint about Argos to?

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Dear Sir / Madam,

RE: Experience in store 26th November 2006
Eldon Square, Newcastle upon Tyne

I am writing to you to complain about the poor standard of service I received at the aforementioned store. On Sunday 26th November, I went into your store to buy an electric corkscrew as part of a birthday present for a colleague I was meeting in London later that evening. The item was in stock and priced at £17.99 so I went over to pay.

I was served by an entirely pleasant young girl called Vicky who checked my order but then, when faced with my £5 gift-card, accidentally tore it up and put it in the bin without crediting it to my order. Upon fishing the contents from the bin and attempting to piece it back together, the machine would not read the code, so the cashier called senior management to come and assist.

I had to wait ten minutes for anyone to come over and sort this problem out, and when someone eventually came over, there was no explanation or apology from the manager, just a ‘I’ll have to phone someone to ask about it, not sure how long it will take’ response. At this point, I indicated that I had a train to catch and couldn’t wait for too long. This was met with a blank expression.

I decided to leave it – I did not have the time to stand around for any great duration and I was already weary from waiting. I purchased the goods at full price and made my way over to collect my product, which took another five minutes – perfectly reasonable, given the Christmas rush. However, when my goods arrived, the young lady behind the collections desk simply tore the information tag off the product, ripping a fair chunk of artwork off the box, and handed it over with a surly face. This was the last straw – I was buying the present as a gift and wasn’t about to hand over a damaged, tatty box.

I took the product and walked straight over to returns where I was served by another young girl who, in between chewing gum like a cow at the cud and chatting about drinking with another worker, took back my order and refunded my card with no great haste.

Frankly, it was appalling service from beginning to end and I ended up taking my services to John Lewis, where I managed to pick the same product up for £2 less. I’d like to make clear – I’m not complaining about the initial act of Vicky tearing up my gift-card – mistakes happen, and she was nothing short of wonderful in keeping me informed and apologising profusely. Indeed, she was the saving grace.

My complaint then – having to wait a ludicrous amount of time simply for someone to tell me to wait for an indefinite amount more, poor response to original complaint, the item itself being damaged upon receipt, then appalling customer service from the returns desk.

I would like acknowledgement of this letter and, where possible, a response to the points raised within. I am a genuinely dissatisfied customer of Argos.

us,thecat&thedebt

it drives me mad when they rip the label from the item and then damage it!

gazza975526570

Argos are part of the Home Retail Group. Their Chairman is Oliver Stocken. I would address it to him, marking the envelope Private & confidential. Whilst it ill not be dealt with by him it will, i imagine, be managed by the Chairmans/Chief Executive office and more likely to get a favourable response

itsarichmansworld

I'm a manager of a retail outlet

I would be apologising and compensating you...

horrendous service

kuohu

And these are the sort of experiences that stay with people for a long time. I hope the response from head office is suitable.

BusinessStudent

Thank you for bringing this issue up.

I also had a awful experience with Argos last week, this time with their online shopping website, where the Items never turn up!

hollydays

It might help to add you have usually had good service before(?)

IvanOpinion

You should also add that you expect them to replace your £5 gift card

ivan

nearlyrich

kuohu wrote:

And these are the sort of experiences that stay with people for a long time. I hope the response from head office is suitable.

I agree with this for sure, I avoid Argos like the plague because they have no idea how to gear up for Christmas, as Martin says it happens on the same date evey year but they still can't get enough staff who know what to do at busy times.

going2die_rich

You should mention that you also felt the need to share your experience on a online message board. That way they will actually send a letter of apology back in the hope you'll go back online and say how wonderful they are at responding and apologising. As if it's just a letter it's going straight in the bin without a second thought. But being online, they know the bad publicity it gives along with allowing others to add their "horror" stories which will make others try else where.

You should enclose the torn £5 voucher if you still have it, they may replace it of equal or greater value.