Argos Direct - more like Aaarrgghh - gos! (Argos)

Member Name: liz.wallbridge

Product:	Argos
Date:	26/02/03 (2123 review reads)
Rating:

Advantages: Never had any problems with the products

Disadvantages: Delivery - if it happens!!, Customer Services - don't seem to speak to each other, or make correct notes of conversations!

Before I begin my rant, let me make one thing clear - my gripe is not with the products themselves - I have in fact furnished practically my whole flat from the pages of Argos (there is nothing like sitting down on a boring Sunday afternoon, flicking through the catalogue and window shopping from the comfort of your armchair)! My problem is the aggro you have to go through to get the damn products in the first place, and the lack of customer service!

I went in to the store about 18months ago, and paid for a sofa and matching armchair (note the word matching - it is the crux of the matter)! I received a delivery date, which was just 1 week after the purchase - so far, so good! They delivered on a Saturday morning, and within 5 minutes of them leaving, as I was ripping off the packing in what appeared a Christmas morning frenzy (new toys, new toys is the chant!) it became apparent that they had delivered the correct sofa, (cornflower blue), but a completely different armchair (different style & navy blue)! I rang Customer Services immediately, who said they could not get the drivers to return to pick it up, I would have to wait for their system to be updated, and arrange another date for them to collect, and deliver the correct chair. 10 days later, I was told my chair was now out of stock, and they would ring back later that week to confirm they were in stock and arrange delivery.

A week later, still no call, so I rang them and was told I could have delivery the following week. I asked for a weekend delivery as could not get time off work, but although the original (incorrect) chair came on a Saturday, they were now unable to do Saturday deliveries, and even asked if I could return the incorrect chair to my local store myself (HOW)???!!!!

A couple of days later, I purchased another item, needing home delivery, from the store. I received a phone call from Customer Services that afternoon to arrange delivery, and gave her my original order
no for the chair, so the two orders could be cross referenced and delivered together. I was told there was no problem with this, and the driver would be advised to call me 1 hour before delivery, so I could get away from work in time. Again, all seemed to be sorted out.

How wrong I was! 4 days before delivery, I received another call to arrange delivery. I told them it was already arranged, and was told that having checked the records, a note had been put down about the delivery, but nothing had been booked!! What on earth was going on? We therefore arranged yet another delivery date, 1 hour phone call, etc.

On the day of the original (unbooked) delivery, I was off sick, in bed, when I got a phone call from a driver, saying he would be round in 10 minutes, no, not with my armchair, but with the new order – which had not been cross referenced after all. I didn’t dare say no (or the other things which sprang to mind!) in case I didn’t get my order back again!! Again, the phone call to Customer Services, to be told that the two orders could not have been done together (why did they not tell me this before). They had no explanation as to why the delivery even happened on that day, as it had apparently not been booked in! To make matters worse, I had always requested an afternoon delivery, but this came at 10am!

Just when you think it can get no worse – HA! By this time, it was a month after my purchase – I still had the incorrect armchair (still wrapped up!) and Argos had had payment for a chair I still did not have! I received a call the following day to say the chair was again out of stock, so the delivery that had been arranged would not take place. What was going on? Do they not keep stock in reserve if a delivery is arranged (I am a firm believer that common sense is just an urban myth)! Therefore I would get another call when it was back in stock (it’s like déjà vu, eh).

A couple of days late
r (the day arranged for my delivery, had it not gone out of stock!) I had a hospital appointment so had the day off work. When I got home, my phone showed one missed call. I then had a call from an Argos delivery driver, saying they had been trying to call all morning, and would be round in 10 mins to collect an armchair! At this, I snapped, & told him exactly what time he had rung me, and that he shouldn’t have been there that day anyway!! I let him take away the chair (at last) but still didn’t have my replacement!

Eventually, 7 weeks after the original purchase, I received my chair, after many phone calls and letters, and also received £50 compensation from Argos. But the sting in the tail was – they were gift vouchers!!! Lucky me, I could buy more stuff & never receive it!!!

Summary: