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Argos sold me an incomplete bed for £650!
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TheWorldIsMyOyster
Posts: 1 Newbie
Purchased a Super Kingsize Bed from Argos on the 26th of January 2018. Paid for 4hr delivery slot. The day before the delivery I received a call from Argos customer services to say that they could not find the headboard for the bed and it may take up to 2 weeks to resolve the issue. I was happy to wait as I was just excited to have my perfect bed!
The delivery was an hour and a half later than agreed so I took the opportunity to call customer services to ask if the fee could be refunded and also to check about the whereabouts of the headboard. The agent said that they had located the headboard and it could be delivered to me the next day between 7am - 6pm. I agreed to take time off from work to wait (I am newly self employed in network marketing )
I asked if I would get email notification. The agent said that I would not as it was a special delivery but to expect them to call me an hour before they were due to arrive.
I became concerned when I hadn't received a call by 5pm so I called CS. They told me that they were running approximately an hour and a half late and that they would arrive by 7:30 the latest. When that time had passed I contacted CS again to be told that they were running up to two hours late and would be here by 9 o'clock. I was unhappy about this as I had made plans to go out on that evening with friends and had to cancel. The agent told that I would be offered a voucher for the inconvenience but I needed to wait until the headboard was delivered before it could be processed.
I asked him to contact the delivery men directly to see where they were but he said that he couldn't as they didn't have their numbers. Also the system wasn't showing where they were, it was just saying they were late. So I agreed to wait again. Made another call at 9:30 to be told that they were still on their way.
10pm came (CS is now closed) so I started an online chat. I am informed that the delivery truck broke down and wouldn't be coming. I'd need to call back the following morning and speak to the delivery department to find out what would happen next. Asked whether the 'goodwill gesture' would increase in regard to loss of earnings to be told that Argos does not give vouchers etc for missing deliveries.
When I called the next morning, another representative said that they never had a headboard to deliver on the previous day as it had been marked as missing from the warehouse 2 weeks before I ordered it.
She said that the whole range had been withdrawn because of stock issues and would not be featured in the new catalogue. I obviously asked why Argos had listed that bed and others that were similar for sale if they knew that they did not have them (l'd tried to show the bed to a friend the week before but they had all disappeared from their site which, I thought was odd but assumed that they were sold out).
She said that she would have to investigate.
I was offered a refund including delivery cost or I could wait to see if she could find it. I chose the latter as I was buying from Argos for £650 instead of £1000 from Silentnight. She assured me that she would be in contact within a week but I didn't hear from her so I sent them a 'Time is of the essence notice' Quoting The Sales of Goods Act as I thought that it was appropriate.
Argos wrote back to apologise adding that the stock was no longer available and that they would refund or I could choose something else. They also wrote that they would happily discuss a gesture of goodwill as an apology for the service that I received.
I called the correspondence department to come to an agreement. Told the agent of that I'm self-employed and could have been out making money in the time that I spent waiting in.
We also spoke about the inconvenience of not being able to use the bed as It could not be put together without the headboard.
The operator reassured me that the offering would reflect these losses but would have to collect the base first so that they could add more if there were further problems with the collection.
Needless to say that they were late collecting too. Upon arrival they even questioned me about the headboard saying that it might be an issue because their computer said that they delivered it!!!
I spoke to the same representative from their correspondence this morning. She has made an offer of £40 which I find ridiculous for their incompetence. She says that if I want more I will have to prove the loss of earnings (which I expected). I am upset that I now have to pay an extra £350 to another supplier if I want that bed.
Was I wrong to accept the refund and is there anything else that I can do?
Any advice is greatly appreciated
Apologies for the essay!
The delivery was an hour and a half later than agreed so I took the opportunity to call customer services to ask if the fee could be refunded and also to check about the whereabouts of the headboard. The agent said that they had located the headboard and it could be delivered to me the next day between 7am - 6pm. I agreed to take time off from work to wait (I am newly self employed in network marketing )
I asked if I would get email notification. The agent said that I would not as it was a special delivery but to expect them to call me an hour before they were due to arrive.
I became concerned when I hadn't received a call by 5pm so I called CS. They told me that they were running approximately an hour and a half late and that they would arrive by 7:30 the latest. When that time had passed I contacted CS again to be told that they were running up to two hours late and would be here by 9 o'clock. I was unhappy about this as I had made plans to go out on that evening with friends and had to cancel. The agent told that I would be offered a voucher for the inconvenience but I needed to wait until the headboard was delivered before it could be processed.
I asked him to contact the delivery men directly to see where they were but he said that he couldn't as they didn't have their numbers. Also the system wasn't showing where they were, it was just saying they were late. So I agreed to wait again. Made another call at 9:30 to be told that they were still on their way.
10pm came (CS is now closed) so I started an online chat. I am informed that the delivery truck broke down and wouldn't be coming. I'd need to call back the following morning and speak to the delivery department to find out what would happen next. Asked whether the 'goodwill gesture' would increase in regard to loss of earnings to be told that Argos does not give vouchers etc for missing deliveries.
When I called the next morning, another representative said that they never had a headboard to deliver on the previous day as it had been marked as missing from the warehouse 2 weeks before I ordered it.
She said that the whole range had been withdrawn because of stock issues and would not be featured in the new catalogue. I obviously asked why Argos had listed that bed and others that were similar for sale if they knew that they did not have them (l'd tried to show the bed to a friend the week before but they had all disappeared from their site which, I thought was odd but assumed that they were sold out).
She said that she would have to investigate.
I was offered a refund including delivery cost or I could wait to see if she could find it. I chose the latter as I was buying from Argos for £650 instead of £1000 from Silentnight. She assured me that she would be in contact within a week but I didn't hear from her so I sent them a 'Time is of the essence notice' Quoting The Sales of Goods Act as I thought that it was appropriate.
Argos wrote back to apologise adding that the stock was no longer available and that they would refund or I could choose something else. They also wrote that they would happily discuss a gesture of goodwill as an apology for the service that I received.
I called the correspondence department to come to an agreement. Told the agent of that I'm self-employed and could have been out making money in the time that I spent waiting in.
We also spoke about the inconvenience of not being able to use the bed as It could not be put together without the headboard.
The operator reassured me that the offering would reflect these losses but would have to collect the base first so that they could add more if there were further problems with the collection.
Needless to say that they were late collecting too. Upon arrival they even questioned me about the headboard saying that it might be an issue because their computer said that they delivered it!!!
I spoke to the same representative from their correspondence this morning. She has made an offer of £40 which I find ridiculous for their incompetence. She says that if I want more I will have to prove the loss of earnings (which I expected). I am upset that I now have to pay an extra £350 to another supplier if I want that bed.
Was I wrong to accept the refund and is there anything else that I can do?
Any advice is greatly appreciated
Apologies for the essay!
0
Comments
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TheWorldIsMyOyster wrote: »'Time is of the essence notice' Quoting The Sales of Goods Act as I thought that it was appropriate.
!
SoGA was superseded by Consumer Rights Act in October 2015.
They have said they will look at Goodwill gesture if you can prove losses. What outcome are you looking for?0
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