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How to persuade Argos

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PETTE

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Apr 24, 2008
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After waiting home all day, Argos managed to deliver the item I perchased. Late!! 8:45pm. but very disappointingly the wrong item.

I sent an email to argos:

You've sent me the wrong item instead of the item I had ordered. This is such a big disappointment for such a large store like Argos and I was really looking forward to using this computer table today. It arrived late as well.
Please exchange this item as soon as possible because I need it for my work.

I hope to hear from you soon.

ARGOS:

Dear *******,


Thank you for your e-mail regarding your recent delivery.

I am sorry to learn that you received the wrong item in your recent delivery.
Please can you advise me of information about the incorrect item and I will arrange for this to be collected and your item to be delivered immediately.
*********

Argos Direct E-Commerce Customer Service Team.

I REPLIED:

Hello ********,

Thank you for the quick response.

The item delivered is:

A Malibu 3 Drawer Desk - Maple

PRODUCT CODE: ZMBDE5

PART NUMBER: 617/1225

It's a simple desk with 3 draws

This is the Argos product url:
http://www.argos.co.uk/static/Product/partNumber/6302719/Trail/searchtext%3E
MALIBU+DESK.htm

Please let me know when I should expect the item collection so that I wait for it.

*********

ARGOS:

Dear *******,

Subject: Order Number AD050166990

Thank you for your e-mail regarding replacing the incorrect item for your order.

I have arranged to collect your item(s) on Friday 2nd October 2009 between 7am and 6pm. Should this date not be suitable, please call us as soon as possible on 0845 640 2020 and we will arrange another one for you.

Please put the item(s) back in the original packaging or securely pack it so the driver can safely take it away.

A refund will be issued as soon as the goods are received back with us, please allow 7 working days for the refund to show in your account.


*******

I REPLIED:


Friday is so far really.

I'm not actually pursing my full refund but the item I had ordered. I would be more than happy to receive the ordered item than a refund, since it would mean I would have to wait for another 3 weeks to use the table.

If there is any way to make this process quicker so that the delivered item is exchanged that'll be great. Part of ordering from Argos I knew the item would arrive early without any issues. Very sad that I was unlucky.

I'll really appreciate all the help you can provide so that I don't have wait for this long while.

Thank you.

********

ARGOS:

Thank you for your e-mail regarding your delivery.

I do apologise but Friday 2nd October 2009 is the earliest collection date available. would you like me to rearrange this for a later date?

I apologise for any inconvenience this may cause you.

I REPLIED:

Isn't possible to deliver the correct item and then collect the wrong item on a Friday. It seems rather ridiculous that you have to collect the item first then refund the money so that I can re order the item again. In which process I will have to wait for the money to arrive in the bank which would usually take 3-7 days. Also isn't it possible to just exchange the item rather than refunding the payment.

ARGOS:

Thank you for your e-mail regarding wrong item ordered.

I am sorry our systems do not allow us to change a catalogue number and have a different item delivered, you will have to have this item collected and refunded and place a new order.
Please allow seven working days for the refund to show on your statement of £59.99.

I REPLIED:

This has to be the worst shopping experience I've ever had especially in the current situation, Absolutely ridiculous. I think you haven't considered how very important it is that I receive this item early. Now because your uncooperative systems won't obey your requests I should wait for another 3 weeks to get this all mistake of yours sorted. I do believe your systems is Argos. And you're Argos?

Please I hope you do recheck and understand how very annoying and inconsiderate your previous email was. So that you may reply with a more appropriate and considerate response. I'm a customer and think I should be seen as more important than the systems which won't 'allow' you to make certain adjustments to help a disappointed customer.

I feel so neglected. It doesn't sound right that because of your mistakes and just because you uncooperative systems won't 'allow you' I have to wait on Friday for you to collect you mistakes then wait for another week for the money to be refunded into my account and then order a new item.

Now I'll fail because of you.

What a waste of time.

END

I've never actually ordered from argos before and I think this is sure a simple mistake to correct within a week. Isn't there a way to get this item early than the time they're giving me to wait. Or is it just impossible. I really need this and ordering another one would be a silly mistake.
 
I expected this to be a thread on how to persuade Argos, so I was a bit confused when the E-mail exchange ended on a small rant.

Anyway, they won't really be that bothered. You're one of thousands of customers and you're openly saying that you're going to buy another table from them and put the money straight back into their account - no matter how annoyed you are.
 
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I used to do a lot of Argos home deliveries several years ago, subbing to one of their main contractors. I had a request to collect an exercise bike very early in London, before 6.30am, when the vehicle would be fully loaded.

I told the client I would collect, on the understanding it was unassembled and packed in it's box, when I turned up at 6am the guy was in bed, never thought I would collect as promised, and took me to his home gym wher this huge exercise bike was fully assembled.

He threw the spanner which came with it at me and told me I would have to take it apart, I forget my exact words but he got the point. :D

He never did get another collection to suit himself. Some people are their own worst enemy, even large stores give good service on most occassions.
 
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can't you simply return the item to your nearest store - get a refund and place a new order there and then (if you really want to)

we get the service we deserve!
 
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I would call and try to resolve this over the phone. If not go to the store, and don't leave till you've spoken to a manager. Make sure you have a print out of the emails if you do go to the store.

Good luck with it.

B x
 
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Just buy what you want from somewhere else.

If Argos have sent the wrong item, it's not up to you to repackage it - it's their fault, theyr'e responsible - all you have to do is make it available for them to collect. It would be different if you had ordered the wrong thing or simply changed your mind.

Also you don't have to wait for them to receive it back for your refund - although practically you will have to as it would take longer to persue them through the courts for it.

It's about time that these supposed "customer service" departments actually concentrated on helping the customer rather than just fobbing them off.

I've just had a similar run-in when buying a bed from another chain. In the shop we made it clear that quick delivery was needed and they promised it within the week. Sure enough, it came within the week but was faulty. Then come all the usual "our systems can't" excuses. They couldn't give us a date for it to be collected and worse still, they said it would be three weeks before a replacement could be sent. Lots of phone calls followed - usually from us as they NEVER ever phoned us back as promised. We cancelled the order and got a bed from another shop within a week. The original store didn't ring to arrange collection and wouldn't refund until collected. After a couple of weeks of getting nowhere with them, we sent a recorded delivery letter to head office telling them that the bed would be placed outside on our drive on a particular day the following week and that they were free to collect it if they wished - also included in the letter was the notice of small claims court action to recover the money. Funnily enough, their van came first thing on the day we mentioned and the money was refunded. Sometimes, you just have to by-pass their "customer no service" department and just go straight for the jugular.

Just remember that there's a world of difference between your basic rights to change your mind and your rights when you've been sent faulty or wrong items. It's a great shame that too many customer service departments havn't grasped this basic fact!
 
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I dunno - OP sounds like a typical whinging customer to me. Argos made a mistake - big deal! Do you expect people never to make mistakes? It happens.

As far as I can see, they are offering to rectify it in a perfectly reasonable manner. Just because they can't do it in exactly the way you want them to, doesn't mean it's bad customer service.
 
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Planck said:
I dunno - OP sounds like a typical whinging customer to me. Argos made a mistake - big deal! Do you expect people never to make mistakes? It happens.

As far as I can see, they are offering to rectify it in a perfectly reasonable manner. Just because they can't do it in exactly the way you want them to, doesn't mean it's bad customer service.
Click to expand...

I do think you need to read the original post again. I do acknowledge that certain stores can sometimes make mistakes and they always do. But just because it 'happens' I shouldn't even try te get the attention and service that I derseve as a customer. I accepted Argos's mistakes. But I just wanted to find a quick way of persuading them to exchange the item as soon as possible.

Have you seen how many days I should wait to be able to use this item. It'll be useless to me by then.

http://www.caciocode.com
 
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Planck said:
I dunno - OP sounds like a typical whinging customer to me. Argos made a mistake - big deal! Do you expect people never to make mistakes? It happens.

As far as I can see, they are offering to rectify it in a perfectly reasonable manner. Just because they can't do it in exactly the way you want them to, doesn't mean it's bad customer service.
Click to expand...

In my experience, no-one minds when a firm makes a mistake - the difference between good and bad customer services departments is HOW they deal with the mistake. Some firms are excellent - others are pants. I think it is entirely reasonable when a firm has made a mistake to pull out all the stops to rectify that mistake as quickly and painlessly as possible.

Many firms manage to implement systems where items can be "fast tracked" under special circumstances. If a firm values it's customers, it will do that.

As an example, I bought a chair from Viking but it arrived faulty. I phoned them up, told them, and the next day, a replacement arrived together with a big box to put the old chair into which the driver came back and collected later in the day. That's good customer service - it isn't difficult. As a result, Viking will continue to get my business.

In contrast, I ordered some office furniture from a different office furniture catalogue - not only did it arrive late, but one item was faulty. Had no end of trouble getting them back to take it away and they wouldn't send a new one until they'd got the faulty one back. Needless to say, I've never used them again.
 
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Philip Hoyle said:
In my experience, no-one minds when a firm makes a mistake
Click to expand...

This guy does - from his first email to Argos:

"You've sent me the wrong item instead of the item I had ordered. This is such a big disappointment for such a large store like Argos and I was really looking forward to using this computer table today. It arrived late as well."

As I said, typical whingeing customer, you couldn't placate him if you tried.

There is nothing wrong with them collecting first then either refunding or replacing. It is perfectly normal practice, and is in line with almost everyone else.
 
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Every business has (or should have) T&Cs and most have a fixed operating basis for staff, especially larger businesses such as Argos. That doesn't mean that Customer Services has to be sacrificed. Rules can be bent and exceptions can be made - every case should be judged on it's merits.

Sometimes it just it just takes a little common sense, and maybe a quick chat with someone a little higher up the chain, for a CS Member to find a suitable resolution.

I think the OP could have made his 1st email less of a complaint and more of 'could you help me here please'.
 
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PETTE said:
Yes, I did. But online on their website.
Click to expand...

I would call the credit card company and ask them to do a charge back as the goods are not as described. Then advise Argos that is what you have done and ask for them to collect the unit whenever is convenient for you. I myself would probably then go to one of their competitors and buy something else to fill my need.
 
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Planck said:
This guy does - from his first email to Argos:

"You've sent me the wrong item instead of the item I had ordered. This is such a big disappointment for such a large store like Argos and I was really looking forward to using this computer table today. It arrived late as well."

As I said, typical whingeing customer, you couldn't placate him if you tried.

There is nothing wrong with them collecting first then either refunding or replacing. It is perfectly normal practice, and is in line with almost everyone else.
Click to expand...

Is it now? I'm not that bothered that Argos made a mistake. Mistakes are always norma. Trying to get Argos to exchange the item early was my problem, since I'll need it urgently in the comming days.

http://www.caciocode.com
 
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PETTE said:
Is it now? I'm not that bothered that Argos made a mistake. Mistakes are always norma. Trying to get Argos to exchange the item early was my problem, since I'll need it urgently in the comming days.
Click to expand...

I should not pay much attention to that guy. I think you are acting reasonably and Argos should be trying a bit harder to resolve this issue as soon as possible, rather than asking you to gamble on them getting it right next time. I think it is more than likely that they will mess it up again and you receive exactly the same wrong product if you place an order.
 
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Robert Wheeler said:
That is an appalling attitude. I would go out of my way to never do any business with you. Honestly, some people's attitude towards customers makes me sick.
Click to expand...

You're missing the point. Argos are behaving in a perfectly reasonable manner, it is the OP who is unreasonable.

The vast majority of companies selling this type of product will have a very similar procedure in the case of incorrect items. Collect, then replace/refund. This will be clearly stated in their T&Cs. If you as a consumer don't like this, you have the right not to buy from them - the high street is that way >>

So next time you need a computer table, trudge down to your local Argos and pick one up. Then when you get home to find that it's the wrong one (it came in an unmarked white box), trudge back with it to get a replacement. Does that sound more convenient?

As for you not doing business with me, consider it done :-)
 
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Planck said:
You're missing the point. Argos are behaving in a perfectly reasonable manner, it is the OP who is unreasonable.

The vast majority of companies selling this type of product will have a very similar procedure in the case of incorrect items. Collect, then replace/refund. This will be clearly stated in their T&Cs. If you as a consumer don't like this, you have the right not to buy from them - the high street is that way >>

So next time you need a computer table, trudge down to your local Argos and pick one up. Then when you get home to find that it's the wrong one (it came in an unmarked white box), trudge back with it to get a replacement. Does that sound more convenient?

As for you not doing business with me, consider it done :-)
Click to expand...

You have just highlighted the reason why I would not touch any of whatever you do with a barge pole. Customer service is not about failing back on your terms and conditions and doing the minimum you need to do to fulfill your legal requirements. It is about showing that you value your customer as an individual and that you are eager to fix it when you have got something wrong.

The original poster's correspondence with Argos shows that the company has made no effort to address the underlying problem that caused the issue. They have left the customer feeling unsatisfied and frustration with the resolution they have offered. Do you think that is good business?

I mean honestly, if your attitude to your customers is to send them towards your competitors when you mess up, then that is appalling. Would you really truthfully stand by that kind of conduct?
 
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You clearly have no real-world experience. Terms and conditions exist for a reason. They for a part of the contract between the customer and the supplier. I totally stand by my statements that Argos have behaved totally reasonably, and the OP has not.

We could be having this exact same conversation with "how do I persuade Amazon", and "Next time I won't be buying from them, I'll go to Argos". Or indeed any other pair of retailers. The thing is, next time you'll have the same problem, because the problem is not the supplier, it is the customer.
 
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The shop's T&C's are completely irrelevant in this case. They have breached their contract so it's the law that matters, not what their T&C's state. The laws of the land always stand higher than T&C's. The trouble is that the due process of law tends to take longer than the shop will take, so it's a bit of a blunt instrument. How on earth the customer can be wrong when the shop sends the wrong item is beyond me!! They're just carrying on as if the customer has simply changed their mind. If it were me, I think I'd be buying the same item from somewhere else that can deliver more quickly and claiming the price difference back from Argos through the small claims court together with his other costs - of course after having given Argos due notice that was the OP's intention and giving them the option to pull their finger out.
 
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Philip Hoyle said:
If it were me, I think I'd be buying the same item from somewhere else that can deliver more quickly and claiming the price difference back from Argos through the small claims court together with his other costs
Click to expand...

Are you for real? Good luck with that...

They sent the wrong item, they said sorry and arranged to collect it. Perfectly reasonable.
 
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Planck said:
You clearly have no real-world experience.
Click to expand...

Really? That is clear is it? Well, you have got that wrong. Very wrong.

Honestly, your attitude towards customers is pathetic. I do not understand why you have such difficulty grasping the difference between 'customer service' and 'doing the minimum you possibly can'. As I said, the customer is frustrated and disappointed with the resolution offered by Argos. I think the customer's frustration is more than understandable, and I have explained the exact reasons why.

It is obvious that you do not place customer satisfaction very high on your list of priorities. Giving unsatisfied customers a blanket label of 'typical whinging customers' is a bit of a giveaway.
 
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Planck said:
Are you for real? Good luck with that...

They sent the wrong item, they said sorry and arranged to collect it. Perfectly reasonable.
Click to expand...

The customer needed the product by a certain date. Offering no explanation for the mistake and no swift resolution to the customer's satisfaction is very poor. They have also failed to provide any reason to believe that the same issue might not strike again if they make a repeat order. They also did not offer to refund the full amount the customer paid for the product.

This is a prime candidate for a chargeback and a trip to Ikea, or one of Argos's other competitors in that field.
 
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Sorry to read about your disappointment.

It does seem very strange that they just can't get your original order through but once they have 'systems' in place it is very difficult to cater for others unforutnatly.

I can understand it from both angles.

That's the great thing about small businesses we are much closer to the customer than big businesses are.
 
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Robert Wheeler said:
I would call the credit card company and ask them to do a charge back as the goods are not as described. Then advise Argos that is what you have done and ask for them to collect the unit whenever is convenient for you. I myself would probably then go to one of their competitors and buy something else to fill my need.
Click to expand...

Chances of a charge back on this........................ ZERO

Get real :rolleyes:
 
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Planck said:
Go back and read his first email to Argos. Does that sound like a reasonable, understanding customer? No. Some customers are impossible to satisfy.

Argos have behaved reasonably. He has not.

None of your business.
Click to expand...

Having worked extensively in customer service I would have read the letter and thought "hmmm, here is a customer that we have let down, who is feeling let down and frustrated. How can I provide them with customer service that will address their issues and hopefully restore some faith in our ability as a retailer?"

This is how I think it may have struck you: "What is this? Oh, some whinging customer! What do they want? A desk! Well, he got one desk, what is the problem? Oh, the wrong one. What a fussy stroppy piece of work he is."

You think it is reasonable to offer no explanation for the error, provide no assurance that it will not happen again, offer less money than the customer paid for the goods as a refund, ands then expect the customer to go through exactly the same ordering system and wait in the queue all over again on the off-chance that he might get the product he wanted in the first place. I mean can you not see the fundamental problem in just telling the customer to order from scratch again? That is not just fundamentally bad customer service, it makes no sense from a sales point-of-view either!

Like I said, your priorities are clearly all wrong. I will assume that you do not have a business.
 
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Robert Wheeler said:
You think it is reasonable to offer no explanation for the error
Click to expand...

What kind of explanation could they possibly offer? They picked the wrong desk! That's it, end of story.

Robert Wheeler said:
provide no assurance that it will not happen again
Click to expand...

This would be a lie - "we can assure you sir that this is the last picking error that will ever occur in any of our warehouses". FFS


Robert Wheeler said:
Like I said, your priorities are clearly all wrong. I will assume that you do not have a business.
Click to expand...

Assume whatever you want.
 
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Recently we had an issue with a purchase from Argos and they collected the faulty goods and then delivered the replacement all on the one delivery and refunded the diffrence in price the next day.
I was amazed at how helpful argos were in my case.
So there not all bad.
 
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I have to agree with Plancks last post.

Lets not forget that this is Argos we're talking about - not Joes Desks Ltd. I'm sure Argos would want to resolve this but somehow I don't think it's a big priority for them. This is a drop in the ocean - no real problem for them. They've offered a solution and you're not happy with it. Somehow, and I know this may come across as harsh, I doubt they really care what you think.

Joes Desks ltd on the otherhand would probably have everything sorted out on the same day and send a tin of biscuits for you to nibble one :0)
 
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That's the thing about large businesses unfortunately. They're often very bureaucratic.

There's systems and procedures in place, and employees are hired to follow these procedures. They have no reason to follow anything else, especially when there's a risk of punishment for not using the system and giving certain customers favourable service.

I can understand the OP's annoyance though. If someone is waiting and looking forward to an item which doesn't show up, then it's fairly healthy to have a rant.
 
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Planck said:
What kind of explanation could they possibly offer? They picked the wrong desk! That's it, end of story.

This would be a lie - "we can assure you sir that this is the last picking error that will ever occur in any of our warehouses". FFS
Click to expand...

I repeat, your whole approach does nothing but frustrate the customer. You obviously can not promise that your whole picking system will work flawlessly. But you can say something like:

"The mishap occurred due to a data error in our product catalog system. While we do have a comprehensive system in place to identify such errors, unfortunately on this occasion it was not flagged up to us until you had made us aware of the problem with your order. We have now corrected the data error, and we are confident that the issue will not be repeated in the future.

We have reordered he product for you and it shall be ready to dispatch in the next 24 hours. Please let me know when it will be most convenient to take delivery and we shall endeavour to get it to you at that time."

If they were really good, they might write off some of their profits from the sale in the interest of maintaining good customer relations and say:

"As a measure of goodwill, on this occasion we would also like to offer you a complimentary £10 Argos voucher for your inconvenience.' (Although you do have to be careful not to offend with derisory amounts).

Now, have I made it plain enough for you?
 
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