Complaint to Argos.....what should I ask for?

FairyElephant_2

Sorry if you have read this - I posted it on the wrong board at first - I think it probably should go here!

Can someone please suggest to me what to ask Argos for in compensation?

I bought a desk, filing drawers and set of shelves from Argos for my new 'home office'. I spent a long time looking in lots of shops, to get exactly what I wanted, and make sure it fitted in the small space I have available.
I was very pleased with the look and fit of the items when we put them together, but now I have a problem.....

The "mahogany effect 2 drawer filing cabinet" (ref 617/9849 for you Argos nuts!) clearly states "suitable for A4 suspension files", but when I came to put files in the drawers they will not fit! I went back to the stationers and checked, but all the A4 suspension files are exactly the same size - which is too large for the drawers. The stationers tell me that there is no smaller size suspension file available.
A major reason for me choosing this office furniture was that I need this type of suspension file, and I am now unable to use them.
I have examined the drawers and cannot see that they could be put together in any other way so as to make files fit, so I assume that there is either a manufacturing fault, or the description in the catalogue is wrong.

I have written an email to Argos to complain (although I tried to email through the 'contact us' on their website and it failed 3 times - grrrrr!), and asked them to contact me, but I don't really know what to ask them for.....I don't want to dismantle all the furniture now, and I don't want them to take back just the cabinet and refund me, 'cos all the furniture matches, and it fits really well in the space - but I really do need these filing drawers!

I have thought that I could do a 'blue peter' job on the suspension files and chop them up and resize them with sellotape & glue - but I really should have to should I? Do you think it's fair to ask them to refund me the cost of the cabinet (£29.99) and I'll keep it and make do?

What do you seasoned complainers reckon? - I am not very good at complaining, as I tend to lose my temper (and I'm all girly and hormonal at the mo so will probably burst into tears!)

FE

bingo_bango

What would be fair would be you getting a refund of the purchase price, and giving the cabinet back to Argos. The item however is misdescribed (as in it doesn't do what's claimed by holding A4 suspension files), and this is a matter you could report to your local Trading Standards for investigation under the Trade Descriptions Act. They can look at the case with a view to prosecution. Legally, the above is all you are entitled to, but it does no harm to ask Argos for a refund, and to keep the item. You might get lucky with the manager in your store......especially if you point out that you haven't gone to Trading Standards......yet

FairyElephant_2

Thanks Bingo bango, especially for the Trading Standards advice - I will keep that as a 'threat' if they are not nice to me!

I would usually just take it back and ask for a refund - but as it matches the desk & shelves, I would want them to have it all back - but then I would have to find an alternative (and it took ages to put it all together, and as some bits were glued I don't think I could dismantle it all....and it won't fit in the car in one piece!).

bingo_bango

FairyElephant wrote:

it took ages to put it all together, and as some bits were glued I don't think I could dismantle it all....and it won't fit in the car in one piece!).

I've got a hammer you can borrow

FairyElephant_2

Thanks!

I was thinking, if they are not helpful I could ask the manager to come & dismantle it themselves....or maybe I should ask for a hammer from their catalogue!

It is really annoying me though....I am finally getting organised and this stupid thing is stopping me sorting out my filing!

Josie_Jump_3

Can I ask if you had tried the files the other way around, rather than east-west, try north-south as it were, I used to work in a office supplies shop and sometimes the cabinets fitted both A4 & foolscap (which is the standard file size)

FairyElephant_2

The metal support poles (probably have a proper name but I don't know it!) run front-to-back, ie at each side of the drawer, so I think that is the only way I could put the files in.

I'm still waiting for Argos - their acknowledgement says it can take them 5 days to respond, so hopefully today..........

MAYFLOWERS

HI
If you get no joy from Argos try emailing them through "howtocomplain.com" - I had a problem with a credit card company recently and got no joy dealing direct but as soon as I used this website I got a call from them and a quick resolve of the issue!!!

Good Luck

Mayflowers

FairyElephant_2

I complained by email, but that was a fiasco - they kept asking stupid questions and went round in circles for a couple of days....then I finally got through to Customer services, and they told me that they knew all about it, had been having discussions with the manufacturer, and the item was now not being sold anymore! They said the manu would be making a replacement, but they had no idea when, so I could just take it back and get a refund! I said I didn't want to return just the filing cab, as I bought everything to match, etc etc. so they said I needed to speak to the store manager......

Then I got burgled (what a nightmare year this is turning out to be) and as well as nicking my PC, Flatscreen tv/monitor, skybox, DVD player, video recorder etc etc...they damaged the aforementioned desk & filing drawers! (whilst the house alarm rang merrily...).

Feeling really P'd off I called the store manager - hooray - A real human being! I explained all. He had no record of the item being recalled or any problem with it, but said if I could dismantle it enough to get it back to the store he would refund all the items (well the b-gars had started the dismantling for me anyway!) and give me £30 compensation as a goodwill gesture, even though the burglars had caused damage.

I duly took it back - slight prob that although he had left a message about the refund with the staff, he had not left a message about the compensation, but they promised he would call me the next day, and he did, and apologised, and is sending me £30 in vouchers (Good for me Xmas shopping methinks).

Now I just have to sort out the house insurance....will cost £960 to replace the french doors, before I even start on the stuff that was nicked.....be glad when this year is over! (or perhaps I won't, as I'll be redundant by then......).