I need help getting a refund from Argos with PC

powerful_Rogue

Okell said:

powerful_Rogue said:

pepsik said:

I have re read my email it says the security tags need to be in place they are saying the box being opened means it is not in place

No, The email titled -

Thank you for your Argos order - we'll let you know when it's ready to collect

At the bottom under 'Important Information.'

Also says the same in the email titled -

Thank you for your Argos order - it's ready to collect!

Sorry - I'm confused whether you are supporting the view that the OP has a right to cancel or Argos' view as to what constitute security tags?

The bit under "Important Information" refers only to seals on software and other digital media doesn't it?  Not to sellotape - branded or otherwise - on boxes containing laptops and other hardware.

(Also the wording Argos uses is confusing and misleading as it conflates the statutory right to cancel with their own returns policy - which of course can have whatever conditions they decide to impose)

I'm supporting the view that the OP has the right to cancel. Seems like they cover the regulations well in their spiel, but give 30 days rather then 14. Nothing in their terms supplied in the email rule out a refund in the OP's situation.

HillStreetBlues

Money_Grabber13579 said:

HillStreetBlues said:

Money_Grabber13579 said:

I wonder are Argos taking the view that because you couldn’t open the box to examine the laptop in store, you can’t do it at home either? Argos don’t tend to have display products so if they take the view that you can only do at home what you would be able to do in store, that might be where their view comes from. I’m not sure that this is exactly what the legislation says though and in any event, I think they have to accept the return, albeit the refund might be reduced to account for the additional handling.

If Argos doesn't like the off premises sales law then it  needs to change it's methodology of selling.
It can't ignore Statute just because they might not agree with it.

Fully agree, but I suppose what I was getting at was whether they are indeed ignoring statue. Some people have mentioned about only being able to examine to the extent that you would be able to do in the shop. I don’t think Argos would allow you to open the box in the shop so if that is effectively the rule (and I don’t know if it is or not), then they would be able to reduce the refund for having opened the box at home.

What the OP wants is a full refund but perhaps they are only entitled to a partial refund? Although getting a refund at all seems to be the immediate hurdle.

It's not what Argos would allow, it's what the Statue allows as that will always over ride any T&Cs.
A laptop is isn't listed in the exclusions in CCR so can be unsealed & handled. What Argos policy is in-store is irrelevant.

ArbitraryRandom

the_lunatic_is_in_my_head said:

To add, if you Google "ceo email" and search that site for Argos and Sainsburys (who own Argos) there should be an email address for each to a higher level of CS, so you can email Argos and cc in Sainsburys. I don't know if they will reply but worth a shot maybe before going to the trouble of posting a letter. 

If you look at their 'how to make a complaint' page, it says to use their contact methods - one of which is social media direct message. https://help.argos.co.uk/help/complaint/how-do-i-make-a-complaint-to-argos/72442 

So I'd suggest it's worth (as you say as another avenue to try) sending it to their Facebook/Twitter team - in the hopes of a speedy response and in the hopes that the people in the team might be a little more switched on when it comes to complaints handling than those spoken to so far... 

the_lunatic_is_in_my_head

ArbitraryRandom said:

the_lunatic_is_in_my_head said:

To add, if you Google "ceo email" and search that site for Argos and Sainsburys (who own Argos) there should be an email address for each to a higher level of CS, so you can email Argos and cc in Sainsburys. I don't know if they will reply but worth a shot maybe before going to the trouble of posting a letter. 

If you look at their 'how to make a complaint' page, it says to use their contact methods - one of which is social media direct message. https://help.argos.co.uk/help/complaint/how-do-i-make-a-complaint-to-argos/72442 

So I'd suggest it's worth (as you say as another avenue to try) sending it to their Facebook/Twitter team - in the hopes of a speedy response and in the hopes that the people in the team might be a little more switched on when it comes to complaints handling than those spoken to so far... 

I would hazard a guess OP will face the same computer says no but always worth a try  

Marvel1

To clear up the Argos email, I have one from 3 weeks ago

Email 

Important information Bought an age-restricted item? The person who collects it must be at least that age or older. Orders are subject to our terms and conditions. If you’ve changed your mind and need to return an item, our returns policy applies to most items. You’ve got 30 days from the day after the date of collection or delivery. The Consumer Contracts Regs 2013 gives the right to return most goods purchased by distance without giving a reason. Some items are excluded. For example, you can’t return: • Goods which might expire quickly; • Goods made to your own specification; • Goods sealed for health or hygiene reasons, if unsealed; • Audio, video recordings or computer software, if unsealed. You need to return any collected items at your own cost or, if the item’s been delivered, by contacting us within 30 days. We’ll refund payments for returned items including outbound standard delivery charges, if all items in an order are returned. We reserve the right to charge for return delivery. If the returned goods have lost value due to unnecessary handling by you, we may make a deduction. Refunds will be made to your original payment card within 7 working days of us receiving the goods. Your statutory rights are not affected. For full details see our website.

Marvel1

I can't post in the same post for 2 different quotes.


Website on the bottom takes to this page and says this

I've changed my mind

If you've changed your mind and need to return an item, you have 30 days from the date of collection or from the date of delivery to return your item(s).

Your item(s) needs to be:

• Unused and with all original components
• In its original packaging (with the tags if applicable)
• In a resaleable condition security seals intact (where applicable)
• With its proof of purchase
• With any free items that came with the product
• Refunds will be processed by the original payment method. If you paid by card, it can take up to 5 working days to appear back in your account; with PayPal, refunds can take up to 30 days.
• If we are collecting your return, your refund will be processed once we have received and inspected the item.

Your statutory rights are not affected.

powerful_Rogue

Marvel1 said:

To clear up the Argos email, I have one from 3 weeks ago

Email 

Important information Bought an age-restricted item? The person who collects it must be at least that age or older. Orders are subject to our terms and conditions. If you’ve changed your mind and need to return an item, our returns policy applies to most items. You’ve got 30 days from the day after the date of collection or delivery. The Consumer Contracts Regs 2013 gives the right to return most goods purchased by distance without giving a reason. Some items are excluded. For example, you can’t return: • Goods which might expire quickly; • Goods made to your own specification; • Goods sealed for health or hygiene reasons, if unsealed; • Audio, video recordings or computer software, if unsealed. You need to return any collected items at your own cost or, if the item’s been delivered, by contacting us within 30 days. We’ll refund payments for returned items including outbound standard delivery charges, if all items in an order are returned. We reserve the right to charge for return delivery. If the returned goods have lost value due to unnecessary handling by you, we may make a deduction. Refunds will be made to your original payment card within 7 working days of us receiving the goods. Your statutory rights are not affected. For full details see our website.

That was posted at 14:21 today but the OP seems to have mis-understood it.

RefluentBeans

Just to clarify - are click and collect orders actually meeting the threshold for a distance contract? The products have been collected by the customer, so does this not make the purchase an in store purchase as the purchase could’ve been inspected? 

HillStreetBlues

RefluentBeans said:

Just to clarify - are click and collect orders actually meeting the threshold for a distance contract? The products have been collected by the customer, so does this not make the purchase an in store purchase as the purchase could’ve been inspected? 

No, as it's been paid for, so looking at it in store or at home there is no difference as both are after the sale.

ArbitraryRandom

RefluentBeans said:

Just to clarify - are click and collect orders actually meeting the threshold for a distance contract? The products have been collected by the customer, so does this not make the purchase an in store purchase as the purchase could’ve been inspected? 

As HSB - there's two ways to do it that I've seen called 'click and collect): 

1. You reserve your item online, sometimes even give card details, but complete your purchase in store with the payment being taken after collection (not distance selling)
2. You buy your item online, with the payment taken immediately, and have it 'delivered' or picked in store.

The OP (and other posters) seem to have confirmed Argos follow method 2.