Argos - Returning item that was bought with Emergency Services Discount.

Beartricks

Hi.

My partner bought a laptop from Argos, using Blue Light Card to save a bit of money, so she can work from home. It replaces a 5+ year old similarly priced laptop that's on its last legs but after getting the new one home, the quality isn't up to par.

She'd like to return it but Argos is only accepting returns once stores reopen.

The issue is that she would have to buy another laptop and put herself several hundred pounds out of pocket, while waiting for Argos to reopen which could be months. After that it looks like she would only be able to receive a refund in store vouchers due to buying with Blue Light Card originally.

I know companies are in a bit of a bind but under normal circumstances she would be able to exchange the laptop immediately. It seems unfair that the solution seems to be buy another laptop and then wait an indeterminate amount of time for a significant amount in vouchers that can only be spent at one place.

Am I missing something here or is there a way around this? I'd be inclined to suggest that this violates consumer rights and I can't find any emergency legislation that has been brought in during coronavirus to specifically allow businesses to contravene consumer protection.

I know Argos's returns department probably cannot handle the number of returns they're likely to get, and there are issues with processing returns during coronavirus but the cynic in me knows that the inconvenience will prevent many from returning items and Argos will save a bit of money.

We've been in touch with Argos but I'm looking for some guidance to prevent them parroting the company line wherever possible.

Aylesbury_Duck

Under normal circumstances she might not be able to exchange the laptop immediately.  What's "under par" with the quality of it?  Is it actually faulty or not fit for a purpose you partner specifically stated it must do?   If it isn't, and if your partner has switched it on, used it, installed software, etc. then Argos aren't obliged to take it back at all.

DoaM

Actually if this was an online transaction (including paid online, collected in store) then Argos are obliged to accept a return. The difference is that they can reduce the amount of refund (up to 100%) to account for the reduction in value caused by the consumer's handling and usage of the goods.

Fosterdog

How did she get the discount? Was it showing a blue light card in store and the total being reduced for her or did she purchase gift vouchers at a discount to then make the purchase with them?

Aylesbury_Duck

DoaM said:

Actually if this was an online transaction (including paid online, collected in store) then Argos are obliged to accept a return. The difference is that they can reduce the amount of refund (up to 100%) to account for the reduction in value caused by the consumer's handling and usage of the goods.

True.  I assumed (perhaps erroneously) that "getting it home" meant that it was purchased in store, but it could have been a click and collect order.

davidmcn

Fosterdog said:

How did she get the discount? Was it showing a blue light card in store and the total being reduced for her or did she purchase gift vouchers at a discount to then make the purchase with them?

I expect the latter (I get retailer discounts via work and that's how it works). Argos are pretty clear on their website (and on signage in stores) what the current position is with returns.

DoaM

Aylesbury_Duck said:

DoaM said:

Actually if this was an online transaction (including paid online, collected in store) then Argos are obliged to accept a return. The difference is that they can reduce the amount of refund (up to 100%) to account for the reduction in value caused by the consumer's handling and usage of the goods.

True.  I assumed (perhaps erroneously) that "getting it home" meant that it was purchased in store, but it could have been a click and collect order.

I've assumed that this was the approach because I'm not aware of any Argos store (either standalone or within a Sainsburys store) being open for general sales ... all transactions are online only at the moment with either delivery or click-and-collect. (To my knowledge).

gettingtheresometime

Its only my opinion but after a journey through my local town this afternoon to get home, if the lockdown survives this weekend I'd be amazed.

Shops, abet with social distancing protocols, will be open by the end of the month if not sooner.