Complaint: Shocking Customer Service

on 07 July 2017 about Argos in category Retail Company

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My complaint:

I purchased an item from Argos costing over £90.

With the item came with a 5 day guaranteed delivery.

The item was not available for collection and therefore I was told it had to be home delivered costing me an extra £8.99

On being put through to the home delivery team I explained that I was a university student and if it was being delivered before n it would be one address and if it was after then it would be another.

The man assured me this was possible and that a member of the home delivery team would contact me within 24hours to arrange a delivery date and time and the address could be arranged then but for the meantime to put my parents address.

I never received a call to arrange a delivery slot.

I called the team back to find that I had been given the incorrect reference number. When the team tried to alter the address to the university address they told me the server was acting up and they would call me back within the hour. This call, again, did not happen.

I rang again to be told the same information. By this point the ‘5 day guarantee’ has lapsed.

At no point has Argos attempted to ring me back after stating they would and therefore I have incurred the costs of calling your 0845 helpline number each time with calls lasting between 5 and 15 minutes.

their services continue to frustrate me as today I actually received a phone call telling me that the only way I can change the address would be to cancel the order and start from scratch – this is unacceptable as I have already been waiting 7 days for the product. To cancel and start again would entail a refund and repayment and then the whole cycle of waiting for a phone call to arrange a delivery date and time which from past experience I wont hold my breath for. Due to the lack of knowledge some of your staff have, the product is now being sent to an address 90+ miles away from where I want it which will now cost me additional costs to get it to the venue needed.

It is one thing that some products are not available for collection (which would be much simpler) but another to have no choice but to pay extra for a service you dont want and then that service let you down on numerous occasions. The customer services are very poor and I shall not be recommending or purchasing anything from their store in the near future. If an item can only be home delivered, one would expect that the staff dealing with delivery would be aware of address changes and the process of doing which. I spoke to 3 different representatives; none of them knew what to do hence being promised a call back (which I reiterate was not done.)

Desired solution:

Waiting for a call back from Argos, and to exchange the item

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