Poor customer service from Argos.

firestronaut

I bought a TV stand from Argos last month on special offer, chose a delivery date and waited in all day.
I waited in for 3 and a half days, actually, sending them emails with the promise of a reply within 24 hours, but they never emailed back. On the fourth day I phoned Argos to see what they were playing at, only to find out the item had been stolen from the depot and is now out of stock! :mad:
I sent a letter expressing my frustration at the lack of communication and disregard for my time - waiting in for 3 and a half days with a toddler was ridiculous! It wouldn't have been much to contact me as soon as they had learned of the loss and let me know.

And now they've replied with an unsatisfactory letter and £5 voucher as a "goodwill gesture". The letter states that they tried to phone me but couldn't get through to discuss my complaint and then goes on to say they're sorry they were unable to contact me at the time, which to me implies they tried and couldn't, rather than they just couldn't be bothered - my phone was actually working back then. It's just not good enough and I'm tempted to just send the voucher back letting them know how unhappy I am with not only their shoddy customer service, but also their reply to my complaint.

:mad::mad::mad::mad::mad:

johnnyboyrebel

firestronaut wrote: »

I bought a TV stand from Argos last month on special offer, chose a delivery date and waited in all day.
I waited in for 3 and a half days, actually, sending them emails with the promise of a reply within 24 hours, but they never emailed back. On the fourth day I phoned Argos to see what they were playing at, only to find out the item had been stolen from the depot and is now out of stock! :mad:
I sent a letter expressing my frustration at the lack of communication and disregard for my time - waiting in for 3 and a half days with a toddler was ridiculous! It wouldn't have been much to contact me as soon as they had learned of the loss and let me know.

And now they've replied with an unsatisfactory letter and £5 voucher as a "goodwill gesture". The letter states that they tried to phone me but couldn't get through to discuss my complaint and then goes on to say they're sorry they were unable to contact me at the time, which to me implies they tried and couldn't, rather than they just couldn't be bothered - my phone was actually working back then. It's just not good enough and I'm tempted to just send the voucher back letting them know how unhappy I am with not only their shoddy customer service, but also their reply to my complaint.

:mad::mad::mad::mad::mad:

You do have to reply telling them it is not good enough, isn't that the whole game?

What you need to realise is the voucher is not a specific amount of compensation for your situation, it will be a default amount automatically applied in the first instance. It will take a few complaints before they actually read the details of your case.

bcl999

Have sent you a PM

mynameistallulah

firestronaut wrote: »

my phone was actually working back then

So why didn't you call them?

bcl999 wrote: »

Have sent you a PM

Is it a big secret you can't share with the rest of us?

firestronaut

johnnyboyrebel wrote: »

You do have to reply telling them it is not good enough, isn't that the whole game?

What you need to realise is the voucher is not a specific amount of compensation for your situation, it will be a default amount automatically applied in the first instance. It will take a few complaints before they actually read the details of your case.

I don't normally make complaints, this is all new to me!
I didn't actually expect any compensation, it wasn't the aim of my complaint - but I feel extremely insulted that they think throwing a £5 voucher my way is good enough!

firestronaut

mynameistallulah wrote: »

So why didn't you call them?



Is it a big secret you can't share with the rest of us?

I did, they told me to write a complaint to the customer service department. Letters are a lot more effective anyway, what does it matter how my first contact occurred?
My gripe was that they didn't phone me, thus not informing me that I'll never receive my item.

As for the PM, the contents contained sensitive information not suitable for a public forum.

Techhead_2

firestronaut wrote: »

I did, they told me to write a complaint to the customer service department. Letters are a lot more effective anyway, what does it matter how my first contact occurred?
My gripe was that they didn't phone me, thus not informing me that I'll never receive my item.

As for the PM, the contents contained sensitive information not suitable for a public forum.

I don't think I'm understanding this. When they didn't turn up on day one, you called them and they told you to write to customer service?

firestronaut

Techhead wrote: »

I don't think I'm understanding this. When they didn't turn up on day one, you called them and they told you to write to customer service?

When it didn't turn up on day one, I emailed customer services and got an automated response telling me I'd get a reply within 24 hours.
Gave them over 24 hours, as I know things can be hectic and they could be busy, and then I phoned up after waiting 3 and a half days for the delivery.

Customer services on the phone explained what happened with the item and when I wanted to make a complaint, I was told it had to be in writing, so I sent them a letter.

im-lost

firestronaut wrote: »

When it didn't turn up on day one, I emailed customer services and got an automated response telling me I'd get a reply within 24 hours.
Gave them over 24 hours, as I know things can be hectic and they could be busy, and then I phoned up after waiting 3 and a half days for the delivery.

Customer services on the phone explained what happened with the item and when I wanted to make a complaint, I was told it had to be in writing, so I sent them a letter.

Ok then, pretty obvious question, why didn't you call then
to see where your delivery was?

Why didn't you phone on day 2 or 3? Why wait in?

mazza111

Hmmm not having much luck with shops recently are you

firestronaut

im-lost wrote: »

Ok then, pretty obvious question, why didn't you call then
to see where your delivery was?

Why didn't you phone on day 2 or 3? Why wait in?

Because emails are free and 0845 numbers are not.


Why are you putting me at fault? I've done nothing wrong.