Argos post-sales service & knowingly selling a product with an incorrect specification.

[Deleted User]

Hello, Wanted to post on here as already reached out to an agent at Argos Executive Office who has been considered to be rude and seemingly does not want to know about post sales issues nor want to help with providing a satisfactory resolution.

Further to a very lengthy chat transcript via email with a huge amount of to'ing and fro'ing a promise was made by the agent from the Argos Executive Office to make arrangements for a damaged order to be collected for a full refund. A week later nothing has been heard with regards to the collection.

Emailed the Argos CEO office asking that another agent deals with the complaint submitted as the agent was considered to be rude and unprepared to resolve the issues. Despite this respectful request the agent that's been dealing with the complaint all along continues to reply (despite not replying to emails asking what's going on with the collection prior to asking for help via the Argos Helpers Messenger channel).

The agent via Messenger did not reply further to the order number being given along with mentioning an agent at Argos Executive Office promised a collection a week ago. They must've communicated with the agent at the Argos Executive Office however as an email was subsequently received from the latter claiming that a third party sent an SMS trying to arrange a collection.

Argos are also knowingly selling a product on their website with an incorrect specification despite being made aware of this. My Son bought this item from Argos without knowing the specification was wrong. The agent at Argos Executive Office was made aware of the error on the product page and I'd honestly thought that they would've said 'thank you for making us aware of this - we will get the product listing amended', instead the agent seemingly did not want to know about getting the error corrected and insisted take the item back for a refund.

Just over a week after originally reaching out to the Argos CEO office the item is still being sold by Argos with the product page being unamended.

To conclude providing a great level of post sales service seemingly means nothing to Argos. And, where any post sales issues and product inaccuracies on their website are concerned they seemingly do not want to know. Furthermore they put up barriers upon being made aware of these. The only channels to reach out to Argos are Twitter DM and Messenger. Not everyone wants to sign up for a Social Media account to be able to ask for post sales help.

TheSpectator

That's a lot of words that doesn't tell us what the Consumer Rights issue actually is.

What product was it?

DE_612183

You can also call Argos as well as write to them, and visit a store - none of those require a social media account - what were you hoping an email address?

DullGreyGuy

[Deleted User] said:

Wanted to post on here as already reached out to an agent at Argos Executive Office who has been considered to be rude and seemingly does not want to know about post sales issues nor want to help with providing a satisfactory resolution.

Further to a very lengthy chat transcript via email with a huge amount of to'ing and fro'ing a promise was made by the agent from the Argos Executive Office to make arrangements for a damaged order to be collected for a full refund. A week later nothing has been heard with regards to the collection.

Emailed the CEO asking that another agent deals with the complaint submitted as the agent was considered to be rude and unprepared to resolve the issues. Despite this respectful request the agent that's been dealing with the complaint all along continues to reply (despite ignoring emails asking what's going on with the collection prior to asking for help via the Argos Helpers Messenger channel).

The agent via Messenger did not reply further to the order number being given along with mentioning an agent at Argos Executive Office promised a collection a week ago. They must've told the agent however as an email was subsequently received from them claiming that a third party sent an SMS trying to arrange a collection.

Argos are also knowingly selling a product on their website with an incorrect specification. My Son bought this item from Argos without knowing the specification was wrong. The agent at Argos Executive Office was made aware of this and I'd honestly thought that they would've said 'thank you for making us aware of this - we will get the product listing amended', instead the agent insisted take the item back for a refund.

Just over a week after originally reaching out to the Argos CEO office the item is still being sold by Argos unamended.

To conclude providing a great level of post sales service seemingly means nothing to Argos. And, where any post sales issues and product inaccuracies on their website are concerned they seemingly do not want to know. Furthermore they put up barriers upon being made aware of these. The only channels to reach out to Argos are Twitter DM and Messenger. Not everyone wants to sign up for a Social Media account to be able to ask for post sales help.

"Executive Complaints" are dealt very differently in different companies. In one extreme it just goes to the normal customer service team and at the other extreme it goes to a dedicated team maned by highly experienced people and the relevant exec member sees the response before it's sent. In the most extreme case those in the team were on 6 figure salaries and lawyers or actuaries etc. 

You have no right to insist on someone else dealing with your complaint, some companies will transfer it on request, some will review the case and if your request has merit will move it and others, such as the extreme version above, they simply won't move it because each person had their own expertise so if you were complaining about an annuity it had to go to the annuity person. 

So did you get the SMS or not? If not did you ask them to relay the information or confirm they had the right number etc?

You haven't said what the product was or what was wrong with the information? Argos predominately sells other people's goods and I'd expect their supplier provides the content to be listed on the item. As such if something is flagged as incorrect then they'll contact the buying team, the buying team will contact the supplier, the supplier may know the answer or may need to go to their supplier, it then needs to go back along the same chain to the buyer. Assuming the supplier accepts its an error the corrected description needs to go to who maintains the catalogue and the description updated, reviewed and published. This will not be a Cat 1 issue where everyone has to drop everything and get it sorted, each step is likely to take a few days and people may have time off for half term etc. 

elsien

How old is your son? Because of their obligation or otherwise to deal with him rather than with you. 

[Deleted User]

TheSpectator said:

That's a lot of words that doesn't tell us what the Consumer Rights issue actually is.

What product was it?

Thank you for your reply. Apologies am on the Autism Spectrum and find putting words together quite difficult sometimes. Would like to know what rights a consumer has with regards to going about obtaining a refund from Argos please. The product is a gaming laptop (arrived damaged). This is no longer available on the Argos website.

[Deleted User]

DE_612183 said:

You can also call Argos as well as write to them, and visit a store - none of those require a social media account - what were you hoping an email address?

Thank you for your reply. The product my Son bought with his Birthday money in cash is an Aopen 21.5" Gaming Monitor. He is a minor therefore it's probably down to my Wife and I to liaise with Argos regarding any purchase issues.

user1977

[Deleted User] said:

DE_612183 said:

You can also call Argos as well as write to them, and visit a store - none of those require a social media account - what were you hoping an email address?

The product my Son bought with his Birthday money in cash is an Aopen 21.5" Gaming Monitor. He is a minor therefore it's probably down to my Wife and I to liaise with Argos regarding any purchase issues.

If he's old enough to buy stuff then he's old enough (and has the right) to deal with returns too.

Ergates

[Deleted User] said:

TheSpectator said:

That's a lot of words that doesn't tell us what the Consumer Rights issue actually is.

What product was it?

Thank you for your reply. Apologies am on the Autism Spectrum and find putting words together quite difficult sometimes. Would like to know what rights a consumer has with regards to going about obtaining a refund from Argos please. The product is a gaming laptop (arrived damaged). This is no longer available on the Argos website.

OK, so you bought it online [?] and when it arrived, it was damaged?

When was it delivered?

Have you spoken to Argos customer services?  (the normal customer services team, not the executive team).

EDIT:  Not that it make a great deal of difference, but is it a monitor or a laptop?  You say both in different posts.

[Deleted User]

DullGreyGuy said:

[Deleted User] said:

Wanted to post on here as already reached out to an agent at Argos Executive Office who has been considered to be rude and seemingly does not want to know about post sales issues nor want to help with providing a satisfactory resolution.

Further to a very lengthy chat transcript via email with a huge amount of to'ing and fro'ing a promise was made by the agent from the Argos Executive Office to make arrangements for a damaged order to be collected for a full refund. A week later nothing has been heard with regards to the collection.

Emailed the CEO asking that another agent deals with the complaint submitted as the agent was considered to be rude and unprepared to resolve the issues. Despite this respectful request the agent that's been dealing with the complaint all along continues to reply (despite ignoring emails asking what's going on with the collection prior to asking for help via the Argos Helpers Messenger channel).

The agent via Messenger did not reply further to the order number being given along with mentioning an agent at Argos Executive Office promised a collection a week ago. They must've told the agent however as an email was subsequently received from them claiming that a third party sent an SMS trying to arrange a collection.

Argos are also knowingly selling a product on their website with an incorrect specification. My Son bought this item from Argos without knowing the specification was wrong. The agent at Argos Executive Office was made aware of this and I'd honestly thought that they would've said 'thank you for making us aware of this - we will get the product listing amended', instead the agent insisted take the item back for a refund.

Just over a week after originally reaching out to the Argos CEO office the item is still being sold by Argos unamended.

To conclude providing a great level of post sales service seemingly means nothing to Argos. And, where any post sales issues and product inaccuracies on their website are concerned they seemingly do not want to know. Furthermore they put up barriers upon being made aware of these. The only channels to reach out to Argos are Twitter DM and Messenger. Not everyone wants to sign up for a Social Media account to be able to ask for post sales help.

"Executive Complaints" are dealt very differently in different companies. In one extreme it just goes to the normal customer service team and at the other extreme it goes to a dedicated team maned by highly experienced people and the relevant exec member sees the response before it's sent. In the most extreme case those in the team were on 6 figure salaries and lawyers or actuaries etc. 

You have no right to insist on someone else dealing with your complaint, some companies will transfer it on request, some will review the case and if your request has merit will move it and others, such as the extreme version above, they simply won't move it because each person had their own expertise so if you were complaining about an annuity it had to go to the annuity person. 

So did you get the SMS or not? If not did you ask them to relay the information or confirm they had the right number etc?

You haven't said what the product was or what was wrong with the information? Argos predominately sells other people's goods and I'd expect their supplier provides the content to be listed on the item. As such if something is flagged as incorrect then they'll contact the buying team, the buying team will contact the supplier, the supplier may know the answer or may need to go to their supplier, it then needs to go back along the same chain to the buyer. Assuming the supplier accepts its an error the corrected description needs to go to who maintains the catalogue and the description updated, reviewed and published. This will not be a Cat 1 issue where everyone has to drop everything and get it sorted, each step is likely to take a few days and people may have time off for half term etc. 

Thank you for your reply. Fair comment about Argos not referring the complaint to anyone else. No other communication has been received and Argos have been asked to reply in writing and not share mobile details with a third party. The gaming laptop is no longer for sale on the Argos website. The gaming monitor is available to buy and the specification of the product has been confirmed by the manufacturers themselves. The product is sold by and fulfilled by Argos. The product page remains unchanged.

[Deleted User]

Ergates said:

[Deleted User] said:

TheSpectator said:

That's a lot of words that doesn't tell us what the Consumer Rights issue actually is.

What product was it?

Thank you for your reply. Apologies am on the Autism Spectrum and find putting words together quite difficult sometimes. Would like to know what rights a consumer has with regards to going about obtaining a refund from Argos please. The product is a gaming laptop (arrived damaged). This is no longer available on the Argos website.

OK, so you bought it online [?] and when it arrived, it was damaged?

When was it delivered?

Have you spoken to Argos customer services?  (the normal customer services team, not the executive team).

Bought via Argos direct not in-store, Tried reaching out to Argos customer services and further to giving them the order number they cut off communication. The order status page say's 'return in progress' however no one's tried to collect anything.