Gobsmacked by Argos Policy!!!

Rolandtheroadie

Highlandlass28 wrote: »

Why do you keep stating the obvious lol
Nobody has said that a reserved item would have been paid for.
By giving them your contact details they then have a easy way of letting you know if anything has changed from the time you placed the order/reservation.
If I reserve something I would normally either book it last thing at night or before I leave for work in the morning, During working hours I will not have access to the Argos website to check if they have changed their terms and conditions or changed the prices before I pick it up after work.
I would have given Argos my cell number when placing the order would I be asking too much of them if they could send me a courtesy text to inform me that the item had either gone out of stock or gone up in price.
Those of you who think that a item is guaranteed to be in stock once reserved are mistaken.That is I found out when I reserved a laptop for my sons graduation present.

Sweet dreams :wave:

Morning.

It probably is too much to ask, thats why they dont do it.

Nick_Sellick

In the interests of fair play I thought I would post this reply I have had from Argos

"Thank you for your email regarding your review on the Money Saver Expert website.

I am sorry to read that you have posted this review on a 3rd party website due to your reserved price not being honoured in store. I can appreciate how disappointing it must have been to find the Kindle Fire had increased to £129 when you had reserved it at £99.

When you make a reservation online, we will always honour the price at which you reserved the item or the lower price should prices change overnight on a reserved item. This is our Reservation Price Guarantee. Please bear in mind that this policy only guarantees the price of the items. It does not hold any offers associated with the items including gift card promotions or buy one get one free or half price promotions. I apologise that the Manager that your wife spoke to did not honour this policy in store."

There is more relating to what they plan to do next. I will keep you informed.

Cheers
Nick

MamaMoo_2

Very interesting that this completely contravenes their own T&Cs. It's a bit irritating, as in the past I've not bothered picking up reserved items when prices have changed or offers have ended, as I had looked through the T&Cs and figured that was it.
Interesting that they mention a Reservation Price Guarantee in the email, but nowhere on their website, in the terms, or on any other promotional material.
Perhaps you could put a print screen up of this email (with any personal details omitted) for anyone else who may have this issue so that they can show it to the store manager

Nick_Sellick

Whole email as requested.Dear Mr Sellick,

Subject: Reference Number - 13967441.

Thank you for your email regarding your review on the Money Saver Expert website.

I am sorry to read that you have posted this review on a 3rd party website due to your reserved price not being honoured in store. I can appreciate how disappointing it must have been to find the Kindle Fire had increased to £129 when you had reserved it at £99.

When you make a reservation online, we will always honour the price at which you reserved the item or the lower price should prices change overnight on a reserved item. This is our Reservation Price Guarantee. Please bear in mind that this policy only guarantees the price of the items. It does not hold any offers associated with the items including gift card promotions or buy one get one free or half price promotions. I apologise that the Manager that your wife spoke to did not honour this policy in store.

In order to investigate this matter further and officially log this complaint against the store, can you please contact our Store Customer Services Team or reply to this email, quoting reference number 13967441 with the store name, your reservation number, the date your wife went into store and any names of the staff that your wife dealt with on the day and we will look into this matter further. Please accept my apologies for the standard of service your wife received on this occasion and I hope that this matter does not deter you from shopping with Argos in the future.

Should you require any further assistance please do not hesitate to contact us at order.enquiries@argos.co.uk or call us on 0845 640 2020.

Regards,


Tanya Davies
Argos Direct E-Commerce Customer Service Team.

Highlandlass28

And this should be a lesson to those who think that T&Cs are the be all and end all.

emma10000

Hi. I work for Argos Head Office and I would like to offer some advice about reservations.

It does state in the catalogue that the price you will be charged for the reservation is the price in store on the day of collection.

Now we understand that this may be frustrating for our customers; therefore we do offer a reservation price guarantee. This means that if a customer tells us at the point of sale that the item was reserved at a cheaper price then we will honour the price and override the till. All the customer needs to tell us is the price they reserved the item at and some evidence of the reservation (I know this sounds silly but the reservation confirmation text or e-mailable eBay asked for). This reservation guarantee does not apply to reservations which have been extended.

All stores are aware of this procedure!

techspec

I remember when argos were a decent shop.

Then they cut staff to make you wait twice as long. This made them lose custom - so the massive queue's went down - so they cut more staff.

Now you can be served at the till by the same person who goes and gets it - and then meets you ate the collection point too. They also deal with returns in between.

I bought an item at an argos on holiday - and was always told you could return to any store. Not according to my local one - who refused my return and told me to travel 90 miles to return it. A letter to head office was ignored.

I heard argos were losing profit - thats what happens when you put customers last.