Argos cancelled return for no reason advice needed

FonsoBoy123

I wonder if any one can give me some advice. I ordered a breadmaker yesterday from Argos to be delivered same day.

I needed it quick as my old bread machine died and I rely on it to make bread for my son who has severe allergies.

It was delivered yesterday evening at 7pm. When I got box inside I noticed some damage to box and it looked like it had been re taped up.

I took photos and opened it carefully. Inside there was clearly packaging missing, top of bread machine was dirty and grimey with brown stains, labels and protective film missing and no instruction manual.

It was clear that it was probably a customer return. I packaged it back up and contacted Argos straight away.

The person I spoke to was very apologetic arranged for a replacement to be delivered and other one to be collected.

She said replacement would be delivered today between 2pm and 6pm and they would collect the bread machine I was delivered yesterday at same time.

I cancelled plans and waited in all afternoon and no one came, by 6.30pm I was getting a bit annoyed so contacted them again.

They said they would look in to it and get back to me, but so far no response.

At 7.45pm I received a generic email from Argos saying replacenent and collection cancelled, no explanation nothing.

I logged in on website and it now just shows original order another about return.

I'm going to contact them again in morning but wonder what my rights are and the best way to deal with it.

Do I have to accept this grubby, clearly used machine when I paid for brand new.

Am I wrong to expect a brand new item when buy a brand new item from shops.

Any advice much appreciated

Thanks in advance 

FlorayG

Who did you contact? The Argos store you bought it from or customer services main line?
If it was delivered same day then it should have come direct from store stock and your dealings should be with the store. Unfortunately 'customer services' and 'store manager' don't always speak from the same page in retail

FonsoBoy123

I contacted customer service via Live chat and phone. As I brought online via there website, paid online and had it delivered. I never had any dealings or contact directly with store so thought I needed to contact there customer service 

FlorayG

OK go back to your order - it should have said 'in stock and available for delivery or collection today' which means it comes straight from the store. If so then ring the actual store that supplied it (usually your nearest) and speak to a manager and explain. BE NICE because store managers have great discretion on refunds. I'm pretty sure they will get it collected and replaced toot sweet for you. Customer service are usually only in charge of two man heavy deliveries that come from a central warehouse

FonsoBoy123

OK thanks ill try contacting store manager