A complaint about Argos

Status: Approved

#CustomerService #Returns #Inconvenienced  Frustrated Annoyed Disgusted 

Kindly shared by D. Sears

What happened

I am writing as I have unfortunately had an issue with an order I made with Argos. One Tuesday evening I attempted to order some items for my bathroom on my Argos Card. I was ordering the items to be delivered to my home at a cost of £3.95. The order appeared to have processed but then I was kicked back to the checkout page. This happened twice, even though I had confirmation on the My Argos Card app that the order had been placed at the cost of £122.76 (£118.81 + £3.95). Confirmation attached. When I did not receive an email confirmation, I tried to order one more but many of the items were showing as out of stock for home delivery, but available for Click and Collect. I don’t drive but I work next to Sainsbury’s in Christchurch and get a lift to there every day so I ordered them to be delivered to Sainsbury’s and the order finally went through successfully. To cut a long story short, 3 of the items are not suitable and need to be returned. I contacted Customer Services to try and arrange a collection and spoke to an unfortunately very unhelpful lady called Karen who told me that because I had done a Click and Collect order, this would not be possible (even though I’d been trying to order for delivery). So I asked whether I could return them to Sainsbury’s and was told that wasn’t possible either, because it was just a Collect Point. I was told my only option was to return directly to Argos, and the nearest store is now Ringwood which is quite a distance from me. I explained that, as I don’t drive, it would not be possible for me to get to Ringwood with the goods to return them. Karen said there was nothing she could do. I asked to speak to a Manager and I was cut off without a word. I then contacted Customer Services again in the hope of speaking to someone more helpful. Thankfully I reached a lady called Arianne, who was brilliant. I attach a transcript of the chat, but she explained if I returned the receipts to Head Office you would be able to arrange a refund to my Argos Card. All documents have been sent to Head Office but I have not received a response and am unable to receive any response from Customer Services.

What I wish had happened

I would like the refund which I had been promised.

Where this happened

On the Internet

Argos Customers

Most talked about by Argos customers

High
Low

How this makes Argos customers feel

High
Low
28% Customer Service
Feelings:

Frustrated

Anxious

Furious

Annoyed

Disappointed

Disgusted

Let down

Offended

14% Quality of product
Feelings:

Anxious

Annoyed

Disappointed

Frustrated

Furious

Miffed

Let down

Disgusted

Sad

12% Financial Loss
Feelings:

Frustrated

Disappointed

Furious

Let down

Disgusted

Anxious

Annoyed

Miffed

9% Inconvenienced
Feelings:

Frustrated

Annoyed

Anxious

Let down

Sad

Disgusted

Furious

Disappointed

9% Communication
Feelings:

Frustrated

Furious

Anxious

Disappointed

Let down

Offended

Annoyed

Disgusted

6% Returns
Feelings:

Annoyed

Frustrated

Let down

Miffed

Disgusted

Furious

Anxious

Disappointed

5% Delay
Feelings:

Sad

Annoyed

Frustrated

Disappointed

Let down

5% Delivery
Feelings:

Furious

Anxious

Frustrated

Let down

Offended

Disgusted

Annoyed

3% Fraud
Feelings:

Furious

Disgusted

Frustrated

Anxious

3% Rudeness
Feelings:

Furious

Anxious

Let down

Frustrated

2% Other
Feelings:

Furious

2% Injury
Feelings:

Frustrated

Disappointed

Disgusted

2% Embarrassment
Feelings:

Frustrated

Furious

Let down

2% Service
Feelings:

Special

Grateful

Inspired

Homeware Customers

Most talked about by Homeware customers

High
Low

How this makes Homeware customers feel

High
Low
26% Customer Service
Feelings:

Frustrated

Anxious

Furious

Annoyed

Disappointed

Disgusted

Let down

Offended

13% Quality of product
Feelings:

Anxious

Annoyed

Disappointed

Frustrated

Furious

Miffed

Let down

Disgusted

Sad

11% Financial Loss
Feelings:

Frustrated

Disappointed

Furious

Let down

Disgusted

Anxious

Annoyed

Miffed

11% Communication
Feelings:

Frustrated

Furious

Anxious

Disappointed

Let down

Annoyed

Offended

Disgusted

8% Inconvenienced
Feelings:

Frustrated

Annoyed

Anxious

Let down

Sad

Disgusted

Furious

Disappointed

7% Delivery
Feelings:

Furious

Let down

Anxious

Annoyed

Frustrated

Disappointed

Offended

Disgusted

6% Returns
Feelings:

Annoyed

Frustrated

Let down

Miffed

Disgusted

Furious

Anxious

Disappointed

4% Delay
Feelings:

Sad

Annoyed

Frustrated

Disappointed

Let down

4% Rudeness
Feelings:

Furious

Let down

Disappointed

Anxious

Frustrated

3% Fraud
Feelings:

Furious

Disgusted

Frustrated

Anxious

3% Service
Feelings:

Pleased

Special

Grateful

Inspired

1% Other
Feelings:

Furious

1% Injury
Feelings:

Frustrated

Disappointed

Disgusted

1% Embarrassment
Feelings:

Frustrated

Furious

Let down

Most complained about Homeware companies

High
Low
  1. Argos
  2. Dreams
  3. Sodastream

Most complimented Homeware companies

High
Low
  1. Argos
  2. Dunelm Group