Argos - Failed delivery

Nate.GG

**A bit of a long winded post, but I've tried to keep it succinct - TLDR at bottom**


Well here's our luck and the shenanigans that we are currently going through.

Our washing machine broke down, so my wife ordered off these jokers due in part with their recycle scheme - They take away the old and deliver and install the new.

So when ordering there's a section "Special instructions" - Which we stated that we live on a 3rd floor tenement with no lift, so you'll need special tools for the install.

So last night I unhooked everything and placed the washer in the stair and notified my neighbours because of their bikes might get in the way.

This morning we get the text that the drivers (DHL) will be here in 10 mins and I go down to meet them.

Driver pules up and I say hi - " do you live in the 3rd floor?"
Me - " Yes"
D - "Can't do it mate, health and safety."
Me - " I wrote in the instructions that we are on the 3rd"
D - "Sorry mate, we don't have that on our sheet.
Happens all the time and too many bad backs etc, we need to book a Stair-climber and we've only got a couple and BTW they cost over £2,000"

Uh-huh I think to myself.

D - "Let me come up I'll take a couple of photo's and call the office"

I tell that this is a priority that this gets re-booked ASAP - He understands the situation and is genuinely sorry.

Tells me we'll get a call later today with regards to the new date.

I call Argos support and tell her the story, she tries to get a hold of DHL, but only goes to voicemail and advises me to wait for the call-back.

I can't wait, I want an answer now

So I decide to call DHL now, and manage to speak to them, but they can't do anything as I don't have the tracking #, just the order number from Argos and of course our address.

Now I decide to Live-Chat Argos support and here's the transcription.

Hello! Can we start by taking your name?
****
Great, thanks ****. What can we help you with today?

It's about an order I placed

Let's have a look. Do you have the order number? You'll find it on your e-mail or text confirmation
***
Thanks. Just to make sure we have the right info, can we take your postcode?
***
Thanks. If you want us to ping you a copy of this chat afterwards, enter your email address below
***
Thanks, we're just getting someone to help you now
P
Paula has joined the chat

P
Thanks for taking the time to chat today, How can I help?

failed delivery
i called earlier and i would like an update

P
HI ***, your chatting with Paula, One moment please, while i access your order

I stated on the order that I live on a 3rd floor, DHL could not deliver due to not having a stair climber

P
Could you confirm the surname, the first line of the address, and the post code for delivery, on the order, please
***
***
***
P
Thank you, I'm sorry about that, you will need to call DHL 01788527635 to rearrange your delivery

With all due respect " the duty of care, and the contract" is with argos and not DHL

P
One moment please...
P
Thanks for your patience...
P
I'm sorry it is DHL who are doing the delivery and installation they have your item, if you want to call customer services 0345 6402020 and they can transfer you

Right i need the tracking info - I called DHL and they need it

P
I'm sorry for keeping you...
P
They only need you order number or postcode, they can find your order

My contract is with the Argos, not the delivery firm. Unless I paid directly for the delivery, then it's Argos that owes me a duty of care.
I should not be re-aranging with DHL

One moment please...
P
There is no contract untill the item is delivered, and duty of care comes in once the 12 month warranty, has expired, as i'm on Live Chat, i can't transfer you, i'm sorry you will have to call Argos customer servies for them to puit you through, or call the number i have given you

I know it's not your fault, but it's really bad form that I have to fix this, and now it's out of Argos's hands!?

It's not out of our hands, if you call customer services they will help you with this, it's because we are on live chat, we don't have the facility to transfer to phone number

is this argos or DHL # 0345 6402020
P
THat is Argos

There is no contract untill the item is delivered, and duty of care comes in once the 12 month warranty, has expired

Urgh.

So I phone Argos again and they try again and again get a voicemail - This time full.
Just hangs up, no more support no more voicemail.

Now I call the number and of course; full voicemail.

I'm hoping I sped things up a bit as my wife got a text from DHL about 10 mins after speaking to Argos support regarding a re-delivery date with any special requirements.

2 weeks from now

Absolute shambles; So that's another day that one of us will have to take off, a washing machine stuck in the stair, we have to take our clothes to the launderette, our neighbours will have to be asked to move their bikes again and I'm pretty sure the support calls ain't free.

I'm looking here and seriously considering my options :
EDIT: New member alert! I can't post links.
It was a link to the "Failed Delivery? Fight Back! - section.

I just wanted to vent as it seems like I had to sort out the mess that Argos and DHL created.

I will be going after them, but it looks like a classic " He said, she said".

Any advice would be greatly appreciated.

Thanks ex-Argos customer

*TLDR*

Ordered a white good with special instructions.
Wasn't delivered due to Health and Safety.
Spent all morning playing phone tag with Argos and DHL
Situation has been resolved, but not to our liking.

Aylesbury_Duck

Cancel and order from somewhere else.

preable

Yup just cancel and go to a better company.

CardinalWolsey

I wouldn't expect special delivery instructions to be read until point of delivery - I severely doubt any retailer has a NLP/AI process attempting to work out what the free format text actually means, and leaves that for human eyeballs - i.e. the person ringing your doorbell.

For future reference, you ordered a washing machine - a very heavy machine - and you live on third floor with no elevator. It wasn't special instructions that you needed to fill in, you needed a special delivery. I recommend speaking to another human to arrange delivery next time.

PS/ Did you try and pass the delivery folk the health and safety exception certificate that they often accept, which means they'll ignore the H&S issues and perform the delivery anyway? It looks and feels identical to a £20 note.

Nate.GG

Thanks for the replies.

Just gonna hump it for now, but I am putting forth a complaint.

TBH it never crossed my mind to give them cash.
I probably would've as well.

brianposter

This is why Argos are not a serious competitor to Amazon, although they are in much the same business.

powerful_Rogue

brianposter wrote: »

This is why Argos are not a serious competitor to Amazon, although they are in much the same business.

Would Amazon hump a washing machine up three flights of stairs?

JJ_Egan

Probably just drop it on the doorstep .

molerat

JJ_Egan wrote: »

Probably just drop it on the doorstep .

Or chuck it over the fence.

RunningMum

As a side note on health and safety.... bikes and broken washing machines dumped in stairwells??