Argos - Waiting for Refund!

Snoopyuk

Hi guys,

I wanted to get your views on how best to take my problem forward.

Basically, I ordered a headboard online from Argos on 5th November this year - however when we tried to fit the headboard to the back of our Silent Night (Argos bought) bed it didn't fit!

On 11th November, I phoned Argos to arrange collection via courier and for a refund - this was done without question and I was really pleased Argos weren't making a fuss and that my refund "had been processed" - in short all seemed fine.

The courier arrived on 14th November to collect the headboard and from their tracking information I can see that it very likely arrived back to Argos on 15th November.

When I originally phoned on 11th Nov, I was told it would take "7 working days" to process my refund back to my card. When I chased this again yesterday, I was told it actually takes "7 working days from the date Argos received the headboard back but that it can take between 7-14 days!"

Having done some research online I am getting quite concerned by what I have read about Argos as it seems all they do when a person calls them is keep telling them to wait another 7 days...

I also understand from what I have read that Argos can take up to 30 days to refund a customer back is this correct?

Either way at what point can I make a formal complaint and to who - as I feel I am being fobbed off every time I ring them. Do I take this to the Consumer Direct people now or should I wait 30 days?

No offence to Argos but if it was their intention to take 30 days all along in refunding me back then it would have been far better in the first place to have told me that. Equally, when I have asked Argos why does it take so long to issue a refund no one can give me a straight answer!

Any advice would be much appreciated. Equally, if you ordered something online from Argos and requested a refund, I would be interested to know how long you had to wait?

Thanks,

S

neilmcl

You can make a formal complaint any time you like but in reality, and legally, Argos have up to 30 days to refund you.

InsideInsurance

I think you are giving both the courier and Argos with far too much credit if you believe an item given to a courier on the 14th will have been back at Argos depot and dealt with by the 15th. If it were some couriers I'd be surprised if it had even made it back to the local couriers depot by then.

From the date of the refund being passed to the banking system it can take 5 working days to show in your account. So the rest of it comes down to the speed of the courier, back longs in Argos for processing and frequency that Argos do their banking runs. It could all be longer if it is an item that is straight from the manufacturer as it has to go back to them first and they then have to notify Argos that the return was all ok and then Argos have to process it etc.

Have Argos been able to confirm its back at the depot yet?

Snoopyuk

I am purely going by the tracking information provided by the couriers - it stated it left them on the 14th and also stated 24 hour couriers - thankfully they are one of the better ones out there! Though of course I agree with what you say it is down to what happens when it reaches Argos also or not as the case may be!

Re depot: No I have asked Argos whether it had been received back at the depot but no one seems able to answer that question. Perish the thought that someone should actually bother looking into it for me - this is obviously too much to ask of Argos! Yeah Argos gave that excuse about backlogs too - laughably because of Christmas - no offence but people buy at Christmas not send back - I would think their busiest time would be January surely!

Bearing in mind the information provided that they can take up to 30 days to refund me back I was obviously hoping for too much in getting this sorted out in a quick and efficient way so I will hang on a bit longer before I put in a formal complaint. Though I couldn't help noticing it only took them seconds to take the money from my card when I made my purchase in the first place! lol!

Techhead_2

You've made a false assumption there. When you make a payment with a card, the bank lowers your balance straight away. But that doesn't mean the retailer gets the money straight away.

Similarly when a retailer refunds you, you don't get the money straight away.

Snoopyuk

Hi everyone,

Just to update you regarding this (for anyone who is interested).

To date I had still not received a refund for the headboard I sent back on the 14th Nov. So yesterday I took the "bull by the horns" and sent Argos an email of complaint about it. It transpires that whilst their front system was saying my refund had been processed what had actually happened was that there had been a system error which had stopped it going through (at least that is what I am being told...). Either way my refund has now been put through manually today by their finance department - though I had to smile that I was told to allow 5-7 working days! Though as we all know BACS takes 3-4 working days maximum. I am sure Argos have said this though to cover their backs as long as I finally get my refund though I will be happy that is all that matters now!

I will post on here when my refund comes through if only to conclude this thread!

I must admit it was nice to finally have someone at Argos Customer Relations who was prepared to go that extra mile rather then tell me yet again "my refund had been processed" as that is what their screen stated.

I know there has been various postings on this Forum about what email address to use when complaining to Argos - I can confirm this is the correct one to use as follows (having used it myself successfully): Order.Enquiries@argos.co.uk This one works and doesn't bounce back either - I also got a response the following day! Equally for those of you who prefer phoning I have the following telephone number which was stated at the bottom of the same email 0845 640 0785 though I have not phoned Argos on this number.

Good luck to anyone else who is in a similar situation to me - I hope the information provided is of help to you in getting your money back also!

S

Techhead_2

Card refunds don't go by BACS so the timescale you quote for BACS is irrelevant. Depending on your bank and type of card it will take about 5 days. (This does vary)

Snoopyuk

Techhead wrote: »

Card refunds don't go by BACS so the timescale you quote for BACS is irrelevant. Depending on your bank and type of card it will take about 5 days. (This does vary)

Funny that Homebase (who are Argos' sister company) only took three working days to refund me back for the associated item that was on the same online order and equally and more recently Tesco Online who only took three days to refund my card back!

If card payments don't go via BACS what system do they go by exactly???

Snoopyuk

Hi everyone,

Just to let you know Argos were true to their word regarding my refund - they had actioned it this time after I complained - the refund went in today - taking only THREE working days in the end to reach my credit card account.

Just to recap I used the Order.Enquiries@argos.co.uk email address to complain to which obviously worked a treat!

That is that sorted out at long last! I just wanted to inform you guys that there was a happy ending and equally it sometimes does pay to complain!

S