Argos won't Pick-Up/Refund my faulty item

schoffFBE

I bought a laptop from Argos online. It was delivered to my home. Turned it on and the screen was broken (heavy ghosting, blotted colours etc). Couldn't be fixed with a driver update.

I contacted Argos within 14 days through their online chat agent to request a return, for a refund. They agreed and said they will send someone out to collect it. I waited 5 days and got no calls or emails. 

Used the chat agent again. Told them no one came, they said sorry and will send someone out. Again waited a number of days and no contact.

Contacted them again and same thing happened, no collection or contact.

I decided to call them. Got through to the returns manager. Said same thing "sorry no one came, we will arrange a pick-up". Again waited and no one contacted or came to pick it up.

I confirmed each time my mobile number, email and address were correct.

I called them a final time and some agent said to contact the manufacturer? WHAT!? I didn't buy it from the manufacturer. I'd been trying to return it for a month and they agreed to pick it up and refund me. I contacted them 4 times to take the thing back and they said yes and they would every time.

I even ask at the store and they wouldn't take it because it's a "big box" item.

I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me.

So, I don't know what to do now.

km1500

how did you pay ?

schoffFBE

km1500 said:

how did you pay ?

Debit card

schoffFBE

Forgot to add

'Thanks for reading, advice would be great'

Arunmor

How long did it take you to inform them the screen was broken?

MattMattMattUK

schoffFBE said:

I bought a laptop from Argos online. It was delivered to my home. Turned it on and the screen was broken (heavy ghosting, blotted colours etc). Couldn't be fixed with a driver update.

I contacted Argos within 14 days through their online chat agent to request a return, for a refund. They agreed and said they will send someone out to collect it. I waited 5 days and got no calls or emails. 

Used the chat agent again. Told them no one came, they said sorry and will send someone out. Again waited a number of days and no contact.

Contacted them again and same thing happened, no collection or contact.

I decided to call them. Got through to the returns manager. Said same thing "sorry no one came, we will arrange a pick-up". Again waited and no one contacted or came to pick it up.

I confirmed each time my mobile number, email and address were correct.

I called them a final time and some agent said to contact the manufacturer? WHAT!? I didn't buy it from the manufacturer. I'd been trying to return it for a month and they agreed to pick it up and refund me. I contacted them 4 times to take the thing back and they said yes and they would every time.

I even ask at the store and they wouldn't take it because it's a "big box" item.

I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me.

So, I don't know what to do now.

That is not surprising, that information would not normally be included in an SAR.

Brie

MattMattMattUK said:

schoffFBE said:

I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me.

So, I don't know what to do now.

That is not surprising, that information would not normally be included in an SAR.

Why not?  It presumably would have OP's name and address at the minimum.

schoffFBE

Arunmor said:

How long did it take you to inform them the screen was broken?

About 7 days after is was delivered 

Brie said:

MattMattMattUK said:

schoffFBE said:

I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me.

So, I don't know what to do now.

That is not surprising, that information would not normally be included in an SAR.

Why not?  It presumably would have OP's name and address at the minimum.

They sent everything that within reason could be gathered about me from when I bought the item until the last time I contacted them. I specifically asked for contact on their side as well, which they acknowledged that they would proved.

Anyway, calls and chat logs of customer service and senior staff acknowledgment of my situation is there. 

powerful_Rogue

schoffFBE said:

Arunmor said:

How long did it take you to inform them the screen was broken?

About 7 days after is was delivered 

Brie said:

MattMattMattUK said:

schoffFBE said:

I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me.

So, I don't know what to do now.

That is not surprising, that information would not normally be included in an SAR.

Why not?  It presumably would have OP's name and address at the minimum.

They sent everything that within reason could be gathered about me from when I bought the item until the last time I contacted them. I specifically asked for contact on their side as well, which they acknowledged that they would proved.

Anyway, calls and chat logs of customer service and senior staff acknowledgment of my situation is there. 

What was the reason for the 7 day delay in reporting?

Okell

schoffFBE said:

... I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me...

Sorry, but the above appears to contradict this:

schoffFBE said:

... Anyway, calls and chat logs of customer service and senior staff acknowledgment of my situation is there. 

Ectophile

powerful_Rogue said:

schoffFBE said:

Arunmor said:

How long did it take you to inform them the screen was broken?

About 7 days after is was delivered 

Brie said:

MattMattMattUK said:

schoffFBE said:

I contacted Sainsburys group that own Argos for a data request for all the correspondence that they had with me. I have all the chat logs and audio calls etc. They sent me nothing that shown they ever tried to arrange a delivery or contact me.

So, I don't know what to do now.

That is not surprising, that information would not normally be included in an SAR.

Why not?  It presumably would have OP's name and address at the minimum.

They sent everything that within reason could be gathered about me from when I bought the item until the last time I contacted them. I specifically asked for contact on their side as well, which they acknowledged that they would proved.

Anyway, calls and chat logs of customer service and senior staff acknowledgment of my situation is there. 

What was the reason for the 7 day delay in reporting?

Given that a customer has 30 days to reject faulty goods, why are you giving the OP a hard time for waiting 7 days?