Argos - 3 sets of furniture damaged/second hand

BritishBeef

Hi there.
I have wasted so much time and stress trying to get a good condition/new set of garden funiture from Argos. It's been 3 months since we ordered this Furniture set:http://www.argos.co.uk/static/Product/partNumber/6523835.htm

We didn't get a confirmation email after ordering this furniture. After calling Argos they said that there was an issue with the ordering system which meant email confirmations weren't going out that day but confirmed the order was successfully placed.

We ordered this furniture in mid March. The product page stated delivery within 14 days. We were given a delivery date for about 2 weeks after order date. Just before the delivery date, we received a call to advise that there was an issue and that delivery would be delayed by another 4 weeks!

Finally, on 13th May we received the furniture. Now this furniture is BIG! The boxes they came in do not fit through a front door and so I had to get delivery team to leave the boxes on our driveway and I opened them after they left and we carried the all the furniture through the house and into the garden.

Upon close inspection we found several scuffs on the rattan effect plastic weave:











Here the weave has been done incorrectly. These strands should be tight. On the other sofa it is nice and neat.




I had a live chat with a customer service advisor and sent them the photos. You can view the transcript (guy was a bit insensitive) if you're interested here: http://pastebin.com/CTv5W3d9 They confirmed that it shouldn't have arrived in that condition and that the weave was defective. I offered to accept the furniture if I could get a discount for the defect and damage. After initially offering £29.99 they said the maximum they could offer was £49.99 plus delivery charge so I rejected the offer and asked for a replacement instead.

As I was about to go on holiday in a weeks time so the next suitable delivery slot for the replacement furniture was 14th June.

When this replacement set arrived it had even more damage! So I did a video of it to show Argos:
https://www.youtube.com/watch?v=T7LW8qypRTc

I contacted Argos publicly on their Facebook page with a link to the video. They replied and apologised and said that 'small' cosmetic damage can happen in transit. They arranged for another replacement to be sent.

This 3rd replacement set arrived on 17th June at 3.30pm despite time slot of 10am-2pm and I was on school run at the time (more stress!).
This set was by far the worst of the 3. Damaged in several places (broken rattan) and the middle section was clearly very used and filthy!
Here's a video of the 3rd set's condition:
https://youtu.be/lzF0kDACckw

I complained on their Facebook page again and asked for a manager to contact me. They replied to say that I can have a replacement or refund. I asked again for a manager to contact me and they replied saying that my complaint had been passed onto management who would be in contact as soon as possible. That was 20th June and no contact but I think I won't hear anything more now. We will see.

Obviously I could just get a refund but I really want this furniture set. It would look amazing if it was in new condition. There are many many 5* reviews on the product page so other buyers aren't getting the same issues as me.

My reason for posting is because I would like to know what I can realistically ask for in compensation, IF I actually manage to get a set of this furniture I am happy with.

Here's a summary:

1.Delivery took 6 weeks due to 4 week delay despite Argos quoting a 2 week delivery on product page when we ordered.

2. Three sets of furniture delivered. All damaged/second hand etc.

3. It's been 3 months since they took our money and we still don't have a furniture set that we can use. As a result we have had no garden furniture to sit on since April.

4.I have had to miss out on 3 days work for deliveries

5. Stress and inconvenience of the whole thing.

Thank you for reading this far and I'm sorry it's so long.
Any help you or advice you can give me is greatly appreciated

wealdroam

BritishBeef wrote: »

Hi there.
I have wasted so much time and stress trying to get a good condition/new set of garden funiture from Argos. It's been 3 months since we ordered this Furniture set:http://www.argos.co.uk/static/Product/partNumber/6523835.htm

We didn't get a confirmation email after ordering this furniture. After calling Argos they said that there was an issue with the ordering system which meant email confirmations weren't going out that day but confirmed the order was successfully placed.

We ordered this furniture in mid March. The product page stated delivery within 14 days. We were given a delivery date for about 2 weeks after order date. Just before the delivery date, we received a call to advise that there was an issue and that delivery would be delayed by another 4 weeks!

Finally, on 13th May we received the furniture. Now this furniture is BIG! The boxes they came in do not fit through a front door and so I had to get delivery team to leave the boxes on our driveway and I opened them after they left and we carried the all the furniture through the house and into the garden.

Upon close inspection we found several scuffs on the rattan effect plastic weave:











Here the weave has been done incorrectly. These strands should be tight. On the other sofa it is nice and neat.




I had a live chat with a customer service advisor and sent them the photos. You can view the transcript (guy was a bit insensitive) if you're interested here: http://pastebin.com/CTv5W3d9 They confirmed that it shouldn't have arrived in that condition and that the weave was defective. I offered to accept the furniture if I could get a discount for the defect and damage. After initially offering £29.99 they said the maximum they could offer was £49.99 plus delivery charge so I rejected the offer and asked for a replacement instead.

As I was about to go on holiday in a weeks time so the next suitable delivery slot for the replacement furniture was 14th June.

When this replacement set arrived it had even more damage! So I did a video of it to show Argos:
https://www.youtube.com/watch?v=T7LW8qypRTc

I contacted Argos publicly on their Facebook page with a link to the video. They replied and apologised and said that 'small' cosmetic damage can happen in transit. They arranged for another replacement to be sent.

This 3rd replacement set arrived on 17th June at 3.30pm despite time slot of 10am-2pm and I was on school run at the time (more stress!).
This set was by far the worst of the 3. Damaged in several places (broken rattan) and the middle section was clearly very used and filthy!
Here's a video of the 3rd set's condition:
https://youtu.be/lzF0kDACckw

I complained on their Facebook page again and asked for a manager to contact me. They replied to say that I can have a replacement or refund. I asked again for a manager to contact me and they replied saying that my complaint had been passed onto management who would be in contact as soon as possible. That was 20th June and no contact but I think I won't hear anything more now. We will see.

Obviously I could just get a refund but I really want this furniture set. It would look amazing if it was in new condition. There are many many 5* reviews on the product page so other buyers aren't getting the same issues as me.

My reason for posting is because I would like to know what I can realistically ask for in compensation, IF I actually manage to get a set of this furniture I am happy with.

Here's a summary:

1.Delivery took 6 weeks due to 4 week delay despite Argos quoting a 2 week delivery on product page when we ordered.

2. Three sets of furniture delivered. All damaged/second hand etc.

3. It's been 3 months since they took our money and we still don't have a furniture set that we can use. As a result we have had no garden furniture to sit on since April.

4.I have had to miss out on 3 days work for deliveries

5. Stress and inconvenience of the whole thing.

Thank you for reading this far and I'm sorry it's so long.
Any help you or advice you can give me is greatly appreciated

I haven't read all that, but can I suggest you read MSE's Failed Delivery article?
It should answer some of your questions.

JJ_Egan

Number 4 quantify your losses if you lost wages and claim .
No furniture and stress whatever goodwill they offer and it wont be much .

[Deleted User]

Am I the only one who can't see anything to complain about in the OP's photos?

unholyangel

Here's a summary:

1.Delivery took 6 weeks due to 4 week delay despite Argos quoting a 2 week delivery on product page when we ordered.

2. Three sets of furniture delivered. All damaged/second hand etc.

3. It's been 3 months since they took our money and we still don't have a furniture set that we can use. As a result we have had no garden furniture to sit on since April.

4.I have had to miss out on 3 days work for deliveries

5. Stress and inconvenience of the whole thing.

Only 1 thing on that list possibly entitles you to compensation and that is number 4.

The first 3 entitle you to cancel the order but doesn't entitle you to compensation.

Stress & inconvenience is a non issue in most circumstances and courts take a dim view on it. For example there was a couple who bought a home that they were told was in good shape etc, it wasn't and they spent 2 years unable to enjoy their home and having to travel up from london every weekend to oversee building works, they even attributed their marriage breakdown to it. And for all that, they were awarded the princely sum of £750 which works out at around £1 a day - I'm sure you can appreciate what a paltry sum that is for the level of stress & inconvenience they experienced.

ThumbRemote

Moneyineptitude wrote: »

Am I the only one who can't see anything to complain about in the OP's photos?

Obviously there's nothing to complain about if you're happy to receive sub-standard goods. I assume that you are.

unholyangel

Moneyineptitude wrote: »

Am I the only one who can't see anything to complain about in the OP's photos?

Did you load the pictures to get a bigger view of them?

theonlywayisup

Moneyineptitude wrote: »

Am I the only one who can't see anything to complain about in the OP's photos?

I clicked on the first one only and wouldn't be happy.

As above OP, read the failed delivery article.

[Deleted User]

ThumbRemote wrote: »

Obviously there's nothing to complain about if you're happy to receive sub-standard goods. I assume that you are.

As I said, nothing I can see (on a 27" screen) looks "substandard" or worthy of complaint. In addition, the compensation demands listed are out of all proportion.

The OP even moans about the delivery parcels being too big for her front door.

ThumbRemote

Moneyineptitude wrote: »

As I said, nothing I can see (on a 27" screen) looks "substandard" or worthy of complaint.

Then more fool you if you're happy to accept it.

powerful_Rogue

I would have stuck with the first set and accepted the £50 refund. But then everyones different.