Argos Click & Collect problem

bxboards

soolin wrote: »

I assume you didn't escalate it then? If that is the case then all you can do is phone ebay and see if you can't get them to allow the case to be reopened briefly so that it can be escalated.

If they won't do that then you are stuck, all you can do is go via small claims.

I don't think there is a valid small claim here - at least not against the seller.

The parcel was delivered to the buyer's nomiated address - their chosen Argos store. The buyer effectively abandoned it by not collecting it.

I think Ebay probably has some sort of arrangement with Argos here - I believe Ebay needs to issue the buyer with a refund as I assume Ebay pays for the return to the seller.

I often advocate Small Claims here, but I think this one would be onto a loser - the seller has done absolutely nothing wrong here as far as i can see.

soolin

Ebay advise that items are returned using 48 hour delivery and the seller is expected to refund the buyer on the return. The issue arises when seller will not confirm the return.

http://ocsnext.ebay.co.uk/ocs/sr

princesse_sarah_x

I didn't abandon the item per se, it arrived or wasn't scanned by Argos 3 days too late by which point i'd gone on holiday and wouldn't be back in enough time to collect it, apparently Argos send the item back to the seller after 7 days. I messaged the seller asking how to return it and they said to just leave it and Argos will send it back.
I've spoken to ebay who say they are looking into it and will email me. Argos say they sent it back which is done by Royal Mail but they don't have a tracking number to give apparently, they passed me back to eBay

theonlywayisup

A few things:

As the item was scanned at Argos you would have lost the INR. So don't cry over spilt milk with that one.

Argos should have returned the item, you say they sent it back at the end of June? How do you know? Who did you speak to? Go back to Argos (speak with a manager) if it were them and ask for the return tracking number. They all use Royal Mail Tracked which is a 48 hour service, but that doesn't mean Argos send it that quickly. It's a big item and may even still be stuck there.

If you can get the tracking number you can check the status and take it from there. If you can't, then you need to go to eBay and explain that the item was delivered late to Argos and you didn't collect. Explain that Argos have/haven't supplied evidence of return.

princesse_sarah_x

Well eBay have replied and given me their usual robotic response, telling me to go back and contact the seller. I just spoke to someone on the shop floor, I guess I'll have to contact them yet again, I have no idea why they wouldn't give me the tracking number

bxboards

I wonder if a suitcase, assuming it was boxed as well is too big to be sent via Royal Mail 48?

According to the RM, this is the max size: '61cm x 46cm x 46cm.' - that seems pretty small for a suitcase to me and this could be why the seller has not received it back. I do not know what happens to over-sized items, but this could be why it apparently has not made it back to the seller?

princesse_sarah_x

I just checked and the size of the suitcase is 60cm x 40xcm x 26cm (small suitcase) so I guess it could have been possible. I've spoken to Argos again and a manager who said they don't have any tracking number but its definitely left their store so it should be with ebay, i have no idea what to do now

bxboards

princesse_sarah_x wrote: »

I just checked and the size of the suitcase is 60cm x 40xcm x 26cm (small suitcase)

I assume that is the unpacked size?

Assuming this was put in some sort of box for carriage, I think is going to be too big for Royal Mail 48?

I am guessing here, but I think you might have fallen foul of the max 61cmm restriction? I wouldn't be surprised if this has been marked as oversized somewhere in the Royal Mail network.

In my mind, as Ebay has the contract with Royal Mail and a contract with Argos, Ebay is the one who should be sorting this out, not Argos or the seller.

princesse_sarah_x

Ah you could be right, but isn't that Argos responsibility to ensure eBay receive it? I'm not sure who is accountable here

bxboards

princesse_sarah_x wrote: »

Ah you could be right, but isn't that Argos responsibility to ensure eBay receive it? I'm not sure who is accountable here

When items are not collected, Ebay picks up the tab to send them back. I do not see how Argos are responsible for any failure by Ebay's delivery agent.

A tracking number would help as I am guessing here - this is assuming that Argos did send it back, and the seller did not receive it.

I know Ebay are useless when you contact them, but I think they are your port of call - they know you did not collect the item from store, and also know you have not been refunded. Where the parcel is now is down to Ebay to investigate I think. It's not done to you to chase Argos or to find tracking numbers.