Item purchased but never delivered!

h2oh2o

MY cleaner (ironically) purchased a hoover from Argos.

She waited at home during her allotted delivery slot but they never showed up. When she spoke to them they said the item had been delivered. I then called on her behalf and they said as far as they are concerned the item has been delivered and they have a signature and "geolocation tag" which proves it was delivered at the right address. They advised to apply for a chargeback with the bank (she paid with a debit card). I also spoke to citizens advice and they suggest using a template from trading standards.

My cleaner is the most honest person and I know for a fact she is not lying. What is her best course of action in this scenario? The hoover was a lot of money for her and I know the two options above will be a long drawn out process.

Anyone have any ideas how I can expedite this for her and get this resolved quicker?

bod1467

Simply raise a chargeback for item not delivered. If Argos challenge it then they'll need to prove it was signed for at HER address (accuracy of geolocation tag?) and by someone SHE knows. (Does she live in an apartment block where there are several flats in the same building?)

h2oh2o

Thanks bod. No she lives in a house but she did tell me the road layout is confusing and it likely that they delivered to a hose with the same number on a nearby road.

Ao as far as Argos are concerned it has been delivered to the right addressed and signed for. I don''t know if they can definitively prove this though?Although, she can't prove she did not receive it either so it is one word against the other.

Obviously, the signature will not be her signature...but does anyone do their actual signature nowadays when receiving a parcel? Especially with those electronic touch pads!

Poppie68

Has she thought of knocking on the door and asking the occupants of the other household?

h2oh2o

Thanks.

She doesn't know where it was delivered so short of knocking on several houses she won't find it. She doesn't live in the best neighbourhood either.

Plus, the actual recipient will know they didn't order the Hoover and would see the name and address on the package and would have returned it by now if they had no intention of keeping it...

Is chargeback her only option? Do we know how long the process takes? Are there other options they would push Argos to act quicker like small claims court proceedings

Le_Kirk

Ask to see a copy of the signature with the printed name underneath.

wealdroam

h2oh2o wrote: »

Is chargeback her only option?

Clearly chargeback isn't the only option - you mention another option in this very post.

h2oh2o wrote: »

Do we know how long the process takes?

Very quick - a matter of hours. As indicated earlier, Argos do have the opportunity to challenge the chargeback, and they have some weeks to do that.

h2oh2o wrote: »

Are there other options they would push Argos to act quicker like small claims court proceedings

You could send a letter before action in the hope of getting Argos to refund without court action.
Small Claims Court isn't quick.


In my opinion, your/her best course of action is to read MSE's Chargeback article and then to phone her bank.

Nessun_Dorma

h2oh2o wrote: »

Thanks bod. No she lives in a house but she did tell me the road layout is confusing and it likely that they delivered to a hose with the same number on a nearby road.

Ao as far as Argos are concerned it has been delivered to the right addressed and signed for. I don''t know if they can definitively prove this though?Although, she can't prove she did not receive it either so it is one word against the other.

Obviously, the signature will not be her signature...but does anyone do their actual signature nowadays when receiving a parcel? Especially with those electronic touch pads!

A copy of the signature is a good place to start.

magpiecottage

Argos didn't use Hermes, did they?

I had an item that was supposedly pushed through my letterbox earlier this year but wasn't. The item was too large to go through and at the time, I was holding a ladder outside the front door, in the way of the letterbox for an electrician who was doing some work for me.