A complaint about Argos

Status: Approved

#Fraud #FinancialLoss #CustomerService  Frustrated Let down Furious 

Kindly shared by C. Lewis

What happened

This is the letter my husband sent to Argos: Dear Argos I would like to start by saying that both my Wife and I are regular users of Argos, which can be seen by checking the order history of both of our accounts under the email addresses of benjlewis@sky.com and ben.lewi@sky.com. Indeed for November alone we have spent in excess of £1000 on a pre ordered PS5, a headset and an Apple iPad. Historically we have never had any issues with our purchases from Argos and I have always been pleased with the easy to use click and collect service. However the most recent experience has resulted in me being out of pocket by over £400 and an Apple iPad! On Sunday 29th November my partner and I ordered a 128GB 2020 8th Generation Apple iPad in space grey. Due to the high demand the nearest store for us to collect from was Devizes Sainsbury’s. My Wife works for Oak Furniture land and as part of the company benefits has access to Hapi benefits that offer various discounts including Argos. With this potential saving we decided to purchase the Argos gift card to the value of £430 (Item was £429) and paid Hapi benefits the £403.26. The item was ordered via the gift card on order number 6408912569. We received a confirmation email at 07:47am on Sunday 29th November to email address ben.lewi@sky.com We received a confirmation that the item was ready to collect at 10:09am on 30th November We planned to collect the item on Monday evening but due to work restrictions I was unable to make it. No problem though as Argos will hold my item for 7 days! At 18:15 we received an email saying that the item was collected. This was not seen until the following morning. It now appears clear that somebody has accessed the email and collected the item, as evidenced by the store CCTV, which im told displays a young lady offering up her phone to be scanned and the produce paid for by me, being handed over to her. Whilst I have handed this matter over to the police (Crime ref 54200119272) I am in complete shock about the lack of help we have received from Argos in this matter. Especially as I do consider myself a regualr customer, given the level of purchase we do put through Argos, rather than your competitors. There are only two possible explanations to these events: 1) Our email was hacked by someone living local to Devizes (stunning coincidence!) 2) Someone with access to Argos’s system has managed to access our collection details. Either way my daughter is now without a Christmas present, im without £400 and any form of help or support from Argos. I would like to remind you that it is your systems and processes that have failed me and lead to this situation. I would like a much improved resolution than the current ignorance and endorsement of theft which has so far been displayed or I will be forced to share my experiences of a purchasing system that has failed the buyer and left a genuine paying customer, out of pocket. Can I please have some form of resolution within the next 48 hours or I will forced to take the matter to a small claims court.

What I wish had happened

To get the ipad i bought for my dauther or get a refund

Where this happened

In Person - Argos Collect (Inside Sainsburys, 3 Monday Market St, Devizes SN10 1DN

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