Argos have not delivered the cooker I paid for

gwynfil

Hi
I ordered a cooker from Argos and in the email from them and in my Argos account, it said it would be delivered and installed on Wednesday 9th September 2020. 
I went on live chat and they have no details of it being delivered today. I went on twitter and the conversation I started was never completed once I've given my details. I have given them the order number and my details and they are not doing anything to resolve this issue. I've had no response. I have paid for a cooker to be delivered and installed and have not received the service or goods, as well as allocating the day to stay in to be here between 7am and 7pm. 
I feel duped by Argos. 

I tried their customer service help line, but they only deal with smaller items. The man said he would put me through to the relevant department. I waited and was cut off before anyone answered. I now want a full refund, as I have not received the goods or service. But how do I get that back off a company that won't engage with paying customers with accounts and order details? 

What should I do? Any ideas would be appreciated.

born_again

Well until you get passed 19:00 today. How can you be certain that it will not be delivered?
Yes a rep could find no trace of the delivery. but did they find the order? Could it be coming from the manufacture, so may not show on Argos systems?
When you gave the details on twitter was that via private message or just on open twitter, as they may not respond on open twitter to customer queries.

gwynfil

They told me on live chat it will not be delivered today, but didn't tell me anything else. They have no records of it. 

gwynfil

I have the order number and the money left the bank account nearly a month ago. I have the confirmation email and the confirmation in my Argos account and the delivery date and time. But when I contacted live chat to confirm it would be coming and if they could say roughly when today, they said it would not be coming today. Then the chat ended. 

k3lvc

gwynfil said:

I have the order number and the money left the bank account nearly a month ago. I have the confirmation email and the confirmation in my Argos account and the delivery date and time. But when I contacted live chat to confirm it would be coming and if they could say roughly when today, they said it would not be coming today. Then the chat ended. 

So pick up the phone and talk to someone - presumably on your paperwork there's a 'delivery queries' or 'customer service' option

Manxman_in_exile

If they can't find any record of your purchase how can they (and you) be so certain it won't be delivered today? 

(Obviously if you've ordered something from Argos and you've paid for it and they've previously told you that it will be delivered and installed today, but the Live Chat people have no record of it, something must be wrong with Argos's systems.  But that doesn't necessarily mean it won't be delivered and fitted today - it may be a problem with the system their Live Chat uses.  Anyway, you've got no reason to complain until after 7pm today.  Wait and see if it turns up as they've already said it would.  You can't anticipate that it won't - that'd be daft!).

gwynfil

Thanks for all the replies. They have no active phone line for large orders. Live Chat or twitter is the only customer service option. I used live chat:
Update: Argos Live Chat said:
Thank you for providing your details, I’m just getting into the order for you now.

2020-09-09T12:11:10Z [Me ] thanks

2020-09-09T12:12:02Z [Argos] I can see that this is due for delivery today 

2020-09-09T12:13:05Z [Me ] I hope it comes, as I feel it may not. Is there any way I can get an idea of delivery time?

2020-09-09T12:13:24Z [Argos] The supplier will send you a time 

2020-09-09T12:13:48Z [me] What do I do if I don't hear from them by 6pm?

2020-09-09T12:14:26Z [Argos] This isn't being delivered until 11th, so they have up until that day to contact 

2020-09-09T12:14:47Z [Me ] It says the 9th of September in my account.

2020-09-09T12:15:10Z [ME ] I'm waiting in all day. I can send you the email and details.

2020-09-09T12:15:48Z [Argos] As stated above previously the supplier has a delivery date of 11th September and I have requested for them to send you details also

2020-09-09T12:16:20Z [ME ] It said the 9th of September in my order. How can they change the date without telling me.

Then the cooker arrives without any text or one hour warning as it said it would in the order. 

dinglebert

So in short you ordered a cooker which was going to be delivered today and they have delivered it today.  Not too sure what the complaint is?

Aylesbury_Duck

So after all that, it's arrived?  And you're still unhappy?

Sounds like buyer's remorse to me.

Spank

I need a coffee after this rollercoaster of a day. I don't know how you coped, they said it would be delivered today & it was.

Manxman_in_exile

Give me strength...