Argos staff member broke seal!

ROKELSALL

Hi all

I'm new here, so I no expert obviously and would like some help and advice on sorting out my return at a argos store.  If any one can advise, that would be greatly appreciated.  Thank you in advance. And sorry for any mistakes.

I went to return a ps5 controller yesterday.  It was ordered and paid for online on Sunday and my partner collected it.  

Yesterday when I took it back in the same perfect condition it came in.  I was, what felt like interrogated.  The women behind the counter couldn't understand why I was returning it. 

I politely told her I changed my mind and would like a refund.  It's in the same condition I got it.  After looking at the box and messing with the seal, she starts poking and prodding the seal. Keeps squinting her eyes like she needs glasses or something.  And continues to do so and in my shock I ask her what you doing? She replies the seal is kinda broken and am just checking it!  In disbelief I said there's nothing wrong with the seal and if there is by gods grace it came like that, she says no the seal it's not right!?  Still in shock at her tearing bits of the seal off opens the box and says since it's been opened it can't be returned! 


  I really just can't believe what is going on.  What my eyes are seeing and my ears hearing!  Madness! She opens it and then claims it was already opened!  A colleague of hers turns up.  Bev, was her name on the badge.  And I tell her the same thing. I would like to return this new unused unopened item for a refund.  Quietly the words, it's been opened.  We can't accept it,  is muttered. She then proceeds to fully open the box causing a slight tear to the box and gets out the controller.  Has a feel and play with it in her hands and asks what's wrong with it? And inspects every angle she can, top to bottom, left to right, front to back.  I can't see anything wrong with it?  

 At this point I've had enough of this madness in front of me. My brain is melting by this terrible almost horrifying clown act right in front of me.  I was literally almost lost for words as ive never seen this in 40 years of life.  By two middle aged no good for nothing staff at argos! 

I tell her she just opened and broke the seal right now and if she persists in saying it was opened before, then this store must have done it as me or my partner didn't open it. 

She opened poked, prodded and ripped the seal, right now right here. No i didn't she says, I say yes you did!  Check your cctv!  We can't refund this item as only the manager can,  we can't check the cctv as only the manager can.  Come back tomorrow! 

I went outside in disbelief still trying to make sense of what just happened? I meet my partner in the car park and told her.  She was also in shock.  She asked me her name, i said i dont know she didnt have a name badge on.  1 was bev and the main culprit i don't know she didn't have a name badge on. 

Go in and ask them.  Ok I said and when I went in 1 scarpered to the back and bev was still standing there, I asked her can you please tell me her name, Maria she says, thank you can you please right it down, it's just Maria she says again, ok thank you and can you please right it down? It gets written down.  And I notice now that she grabs a lanyard and puts it around her neck as I turn around and leave.

In the car we ring customer service and tell this bizarre story of what just unfolded here.  The customer service agent says she will ring the store and see what she can do and puts us on hold.  We see a member of staff pick up the phone and talk.  The phone goes back down and the agent on the phone says, there's no manger to do a refund today and come back tomorrow or another day, you have 30 days to return it. Lol I can't believe this so my partner asks will the manager be there tomorrow? She says I will ask the store for you, please hold.  The staff both stand there talking to them self's about something, we can only guess about what? The agent tells us no one is picking up the phone and if we would like the number to ring back?  We tell her we can see them both just standing there, doing nothing but chatting away.  She's sorry about that and hopefully next time will bring better news with the manager.


Am sorry but what do I do here? She opened the seal claiming it was already opened!  Sorry if it also seems ranting etc I'm just lost.

Thank you for any advice or help.

powerful_Rogue

ROKELSALL said:

Hi all

I'm new here, so I no expert obviously and would like some help and advice on sorting out my return at a argos store.  If any one can advise, that would be greatly appreciated.  Thank you in advance. And sorry for any mistakes.

I went to return a ps5 controller yesterday.  It was ordered and paid for online on Sunday and my partner collected it.  

Yesterday when I took it back in the same perfect condition it came in.  I was, what felt like interrogated.  The women behind the counter couldn't understand why I was returning it. 

I politely told her I changed my mind and would like a refund.  It's in the same condition I got it.  After looking at the box and messing with the seal, she starts poking and prodding the seal. Keeps squinting her eyes like she needs glasses or something.  And continues to do so and in my shock I ask her what you doing? She replies the seal is kinda broken and am just checking it!  In disbelief I said there's nothing wrong with the seal and if there is by gods grace it came like that, she says no the seal it's not right!?  Still in shock at her tearing bits of the seal off opens the box and says since it's been opened it can't be returned! 


  I really just can't believe what is going on.  What my eyes are seeing and my ears hearing!  Madness! She opens it and then claims it was already opened!  A colleague of hers turns up.  Bev, was her name on the badge.  And I tell her the same thing. I would like to return this new unused unopened item for a refund.  Quietly the words, it's been opened.  We can't accept it,  is muttered. She then proceeds to fully open the box causing a slight tear to the box and gets out the controller.  Has a feel and play with it in her hands and asks what's wrong with it? And inspects every angle she can, top to bottom, left to right, front to back.  I can't see anything wrong with it?  

 At this point I've had enough of this madness in front of me. My brain is melting by this terrible almost horrifying clown act right in front of me.  I was literally almost lost for words as ive never seen this in 40 years of life.  By two middle aged no good for nothing staff at argos! 

I tell her she just opened and broke the seal right now and if she persists in saying it was opened before, then this store must have done it as me or my partner didn't open it. 

She opened poked, prodded and ripped the seal, right now right here. No i didn't she says, I say yes you did!  Check your cctv!  We can't refund this item as only the manager can,  we can't check the cctv as only the manager can.  Come back tomorrow! 

I went outside in disbelief still trying to make sense of what just happened? I meet my partner in the car park and told her.  She was also in shock.  She asked me her name, i said i dont know she didnt have a name badge on.  1 was bev and the main culprit i don't know she didn't have a name badge on. 

Go in and ask them.  Ok I said and when I went in 1 scarpered to the back and bev was still standing there, I asked her can you please tell me her name, Maria she says, thank you can you please right it down, it's just Maria she says again, ok thank you and can you please right it down? It gets written down.  And I notice now that she grabs a lanyard and puts it around her neck as I turn around and leave.

In the car we ring customer service and tell this bizarre story of what just unfolded here.  The customer service agent says she will ring the store and see what she can do and puts us on hold.  We see a member of staff pick up the phone and talk.  The phone goes back down and the agent on the phone says, there's no manger to do a refund today and come back tomorrow or another day, you have 30 days to return it. Lol I can't believe this so my partner asks will the manager be there tomorrow? She says I will ask the store for you, please hold.  The staff both stand there talking to them self's about something, we can only guess about what? The agent tells us no one is picking up the phone and if we would like the number to ring back?  We tell her we can see them both just standing there, doing nothing but chatting away.  She's sorry about that and hopefully next time will bring better news with the manager.


Am sorry but what do I do here? She opened the seal claiming it was already opened!  Sorry if it also seems ranting etc I'm just lost.

Thank you for any advice or help.

Go back tomorrow and speak to the manager like customer services advised?

I would however explain the situation without all the theatricals and insults.

ROKELSALL

powerful_Rogue said:

ROKELSALL said:

Hi all

I'm new here, so I no expert obviously and would like some help and advice on sorting out my return at a argos store.  If any one can advise, that would be greatly appreciated.  Thank you in advance. And sorry for any mistakes.

I went to return a ps5 controller yesterday.  It was ordered and paid for online on Sunday and my partner collected it.  

Yesterday when I took it back in the same perfect condition it came in.  I was, what felt like interrogated.  The women behind the counter couldn't understand why I was returning it. 

I politely told her I changed my mind and would like a refund.  It's in the same condition I got it.  After looking at the box and messing with the seal, she starts poking and prodding the seal. Keeps squinting her eyes like she needs glasses or something.  And continues to do so and in my shock I ask her what you doing? She replies the seal is kinda broken and am just checking it!  In disbelief I said there's nothing wrong with the seal and if there is by gods grace it came like that, she says no the seal it's not right!?  Still in shock at her tearing bits of the seal off opens the box and says since it's been opened it can't be returned! 


  I really just can't believe what is going on.  What my eyes are seeing and my ears hearing!  Madness! She opens it and then claims it was already opened!  A colleague of hers turns up.  Bev, was her name on the badge.  And I tell her the same thing. I would like to return this new unused unopened item for a refund.  Quietly the words, it's been opened.  We can't accept it,  is muttered. She then proceeds to fully open the box causing a slight tear to the box and gets out the controller.  Has a feel and play with it in her hands and asks what's wrong with it? And inspects every angle she can, top to bottom, left to right, front to back.  I can't see anything wrong with it?  

 At this point I've had enough of this madness in front of me. My brain is melting by this terrible almost horrifying clown act right in front of me.  I was literally almost lost for words as ive never seen this in 40 years of life.  By two middle aged no good for nothing staff at argos! 

I tell her she just opened and broke the seal right now and if she persists in saying it was opened before, then this store must have done it as me or my partner didn't open it. 

She opened poked, prodded and ripped the seal, right now right here. No i didn't she says, I say yes you did!  Check your cctv!  We can't refund this item as only the manager can,  we can't check the cctv as only the manager can.  Come back tomorrow! 

I went outside in disbelief still trying to make sense of what just happened? I meet my partner in the car park and told her.  She was also in shock.  She asked me her name, i said i dont know she didnt have a name badge on.  1 was bev and the main culprit i don't know she didn't have a name badge on. 

Go in and ask them.  Ok I said and when I went in 1 scarpered to the back and bev was still standing there, I asked her can you please tell me her name, Maria she says, thank you can you please right it down, it's just Maria she says again, ok thank you and can you please right it down? It gets written down.  And I notice now that she grabs a lanyard and puts it around her neck as I turn around and leave.

In the car we ring customer service and tell this bizarre story of what just unfolded here.  The customer service agent says she will ring the store and see what she can do and puts us on hold.  We see a member of staff pick up the phone and talk.  The phone goes back down and the agent on the phone says, there's no manger to do a refund today and come back tomorrow or another day, you have 30 days to return it. Lol I can't believe this so my partner asks will the manager be there tomorrow? She says I will ask the store for you, please hold.  The staff both stand there talking to them self's about something, we can only guess about what? The agent tells us no one is picking up the phone and if we would like the number to ring back?  We tell her we can see them both just standing there, doing nothing but chatting away.  She's sorry about that and hopefully next time will bring better news with the manager.


Am sorry but what do I do here? She opened the seal claiming it was already opened!  Sorry if it also seems ranting etc I'm just lost.

Thank you for any advice or help.

Go back tomorrow and speak to the manager like customer services advised?

I would however explain the situation without all the theatricals and insults.

Hi

Thank you and will do. Just never been in a situation we're staff member breaks the seal and then says it was like that? Just can't understand that?  But hopefully the cctv and manager will sort it out. Don't really have any faith though.

Thank you.

saajan_12

Wowza, this doesnt' need to be so dramatised. 
Basically you bought a PS5, took it back 2 days later for a change of mind refund. You had left it sealed but the staff member opened the seal in front of you, perhaps to check it inside, and as such you dont' want to be held responsible for the opening. They couldn't refund without a manager, so you'll return when you think they will be available. 

That's all that's relevant. 

ROKELSALL

saajan_12 said:

Wowza, this doesnt' need to be so dramatised. 
Basically you bought a PS5, took it back 2 days later for a change of mind refund. You had left it sealed but the staff member opened the seal in front of you, perhaps to check it inside, and as such you dont' want to be held responsible for the opening. They couldn't refund without a manager, so you'll return when you think they will be available. 

That's all that's relevant. 

Hi

Wow that's pretty dam good overall.  Wow.  Yeah it's when she opened it and said we can't refund it because it's been opened!? But she opened it and then quietly tried to deny opening it.  In front of me.  Only the manager can refund this now.  But if you didn't open it, then you could have refunded me lol.  Sorry I do have some mental health issues too.  It winds me up. Sorry and thank you.

ROKELSALL

Hello 

Thanks guys and gals.  It's been resolved with a very understanding manager and sadly let's talk to the staff.  They thought i basically put on it a different seal on the controller box. And that was there basis of my treatment.  But never directly told me this.  And when the manager was there she knew her stuff and apologised.  Bless her and I said am sorry to but my mind was blown with what was happening here lol.

All sorted and even gave me a 10 percent off as a good will gesture.  Now a bit skeptical do I go back for more? Lol.

Thank you again all.
And all the best!

ROKELSALL

P.s my guy was right, she did need glasses but doesn't like wearing them lol.  Me too but I still do the manager told me this.

LightFlare

Managers will typically say anything to placate an angry/annoyed customer.

Much like “the issue has been discussed with the staff”. — which almost never actually happens

Good result for you in the end

forgotmyname

Wife had issues returning an item last week, the box had been opened so we cannot offer a refund.

She had to push them stating many times yes we opened the box and the items are faulty not to the spec on the
packaging. Wifes going a little deaf so her voice could probably be heard across the store.

Took a while but she got the refund in the end.  Oddly the refund showed on the bank card before the actual payment
for the item.

born_again

Look at it from Argos point of view.

Item bought online, returned to store still sealed, within a couple of days. Now I know we get change of mind. But a PS controller?

Of course a staff member is going to give it a through going over to ensure they are not being given a resealed box & either something of same weight or a fake controller..

Manager should really not have blamed staff member, but told the truth.