Advice on complaint to Argos about Cooker

noodlebutty

Update: After firstly apologising to me about this, they ignored my second email, but after a reminder have now claimed that: "This item has never been described as a combined grill and oven", !!! I've emailed them back quoting their own advert at them, but what can I do next if they just keep on denying it?

hjb123

Have you tried speaking to Trading Standards or the CAB to see what you can do next or what you are entitled to?

SaraSeahorse

As I asked before what is the model number of the item they actually sent to you - there should be plate on the appliance somewhere to check this. You can then say to argos I ordered model X (their item number abc 1234) and the item you have delivered is xxxxx and does not have the same features as described - get a copy of the catalogue or screenshot.

the item in the catalogue is not what they have delivered to you and is substantially different so could not be considered a substitute.

T&c from their website

5. Returns, Cancellations and Substitutions
5.1 We offer a 30-day money back guarantee, please refer to Returns and refunds. Some products are excluded from the Guarantee and are clearly marked by a † next to the product name. In the unlikely event that you receive faulty or damaged goods, please refer to our Returns and Refunds section.

5.2 Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a substitute of the same or better quality at the same price. If you are not happy with the replacement you can return it in accordance with our 30-day money back guarantee. Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations (see the Returns and refunds page for further details)

5.3 All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.




they say they may substitute same or better which they have not done!

noodlebutty

It is the same model number, Zanussi ZCE5200W, it has been misdescribed, but they are denying this even though the ad is still running with the same wording. I am putting a complaint in to Trading Standards at the moment, although I have no idea how effective they are.

penrhyn

Argos would appear to have misdescribed the cooker on only one of the options as the express delivery options state that it has a single oven, which is furthur confirmed on the Zanussi site.

http://www.zanussi-electrolux.co.uk/node108.aspx?dealresult=&productid=3004&qpproducts=

The alternate argos description is here

http://www.argos.co.uk/static/Product/partNumber/4890254/Trail/C%24cip%3D50160.Kitchen%2Band%2Blaundry%3EC%24Brand%3DZanussi.Zanussi%3EC%24cip%3D50161.Cookers.htm

Its also described as a single oven in the catalogue, the cheapest double oven appears to be the Belling
http://www.argos.co.uk/webapp/wcs/stores/servlet/Search?storeId=10001&catalogId=10001&langId=-1&searchTerms=4902386&go.x=13&go.y=11

I'd ask them nicely swap out the one you have for that one.