ARGOS

millhouse63

I purchased a garden strimmer from Argos on 3rd May to maintain my 89 year old mother in law’s garden so she at least could have a good view from her window as she is confined to home during the lockdown. Upon starting the strimmer the head flew off. As ARGOS are not accepting returns I contacted their live chat on 5th May and was informed a manager would call me within 48hrs. Due to a mix up this call didn’t happen until I recontacted their live chat on the 9th of May. During the first call I was told I couldn’t get a refund until I returned the item. As I can’t return the item until they open their standalone stores I would be out of pocket and stuck with an item that did not work. I informed the caller I would not accept that and was told I would receive a further call. A different person later called to tell me she would have someone from their safety department contact me. 

I received an email from the executive office - product safety team basically telling me that I couldn’t get a refund until I returned the item. After some to and fro of emails I was offered an e voucher for the value of the strimmer without the immediate return of the faulty one. I asked why they could do that but could not reimburse me under the same process. They have refused to answer the question and said if I am dissatisfied to seek legal advice.

 Any advice would be welcome. 

Aylesbury_Duck

They don't have to refund you unless you return the item, it's as simple as that.  

shaun_from_Africa

Aylesbury_Duck said:

They don't have to refund you unless you return the item, it's as simple as that.  

And even then, if you want a refund, they could insist that you prove that the fault was due to a manufacturing defect and didn't occur because of something done to the strimmer after purchase.
This is very unlikely to happen but they do have the right and at the very least, allowing them to inspect it before refunding is fair.

adamp87

I don’t see how legal advice will get you any further. They’ve made a massive gesture of good will by offering an voucher of store credit for now.

Why would they refund you without seeing the item in store? I’m sure you can see the issue if Argos issue refunds willy-nilly on the words of customers without having the item back?

Yes you are out of pocket, but the flip-side is they refund you without the product to send back for their own refund they are out of pocket.

Some people really need to be more diligent and recognise we are in the midst of a global pandemic and you are going to have to wait for things more than normal. There are bigger issues at play that come first.