A customer experience about Argos

Status: Approved

#FinancialLoss #CustomerService #Qualityofproduct  Annoyed Frustrated Displeased 

Kindly shared by Anonymous

What happened

ordered a 3 seater sofa (catalogue number: 792/4196) and a cuddle chair (catalogue number: 866/1520) on the 21st August 2020 as a Buy Now Pay Later plan. This was ordered after we had previously ordered a corner suite from Argos and had complained and had it refunded within 2 weeks due to the sofa cushions sinking and not being entirely happy with the product. As we had issues with the previous product not meeting our expectations we ordered a different suite which was one of the only available products we could receive delivery for within our postcode. After receiving this order between September-October 2020, I was happy with this product and loved the way it looked. However we are now only 5 months down the line, 8 months before the furniture is requiring payment and yet again the furniture has not been sustainable. The cushions on the sofa and the chair have both gone out of shape & sagged and an arm on each of the sofa and the chair has broken or dipped. I contacted the upholstery team and had a visit on Monday 15th February 2021. The gentleman that attended my property was not only rude however indirectly attempted to say i had purposely broken the furniture (as it is not a manufacturer's fault) and i feel as though with the comments he made he had taken a personal disliking to myself. However he assured me a member of the engineering team would be in contact with me to complete the appropriate work on the furniture as it would take 3 hours and he had only been allocated an 30 minute time slot. I then received a text message the next day saying to contact the relevant parties as his report had been submitted, of which I was informed that Argos would be taking no further action for the damage of the furniture as it was not a manufacturers fault. I feel frustrated about the gentlemans visit and his misleading information that my furniture would be fixed. After speaking to 7 of the customer service team over the phone and 4 of the upholstery team (being passed from pillar to post) i was told that i need to get an independent engineer to come and inspect the furniture and file a report to Argos, as i'm sure you can understand during a global pandemic it is very difficult to have an engineer come out to the property to inspect the furniture as a lot of people are not working, i also have to be weary about having people in the house due to medical conditions in the household. I explained to a manager that i spoke to on the phone, i would like the furniture fixing as i wouldn't intentionally damage furniture i am yet to pay for. Due to my frustrations and poor customer service i felt i had received from the team at Argos i took to the internet to report my experience of which i had a lot of people get in contact saying they had similar issues with either the same furniture or furniture from Argos of which Argos are never taking responsibility for any damage on the furniture. After receiving this information from so many different people and hearing their experiences i refreshed myself on the reviews of the furniture and it seems within the time frame of me having the furniture a lot of people have had the same experiences, im finding it more reassuring that it must be a manufacturing fault as all these people are not going to be damage their own furniture and i feel as though it is irresponsible of Argos to keep supplying non-sustainable furniture and not taking action nor responsibility when it develops a fault especially within such a short space of time. I have made it clear to the customer service team I am reluctant to pay the £650 on the BNPL of the sofas as when it comes to the payment date the sofas are going to be needing to be disposed of. After ordering multiple items from Argos myself, and me and my mother in law having an Argos card which is regularly kept up to date and new purchases are regularly made it is certain we are loyal customers to Argos however we both feel if this issue isn't addressed and Argos dont take the appropriate action to replace the sofas, we will no longer be trading with argos. I have been told by the customer service team by Argos if i don't make the relative payment by the expected date that Argos will be taking further action upon us, which i completely understand, however i feel this is completely unfair when our voice isn't being heard and we are making a payment for a faulty product.

What I wish had happened

The sofas would have been sustainable as expected but that didn’t happen so I wish Argos would remove the furniture from the property and credit the appropriate account with the sofa total

Where this happened

Other - On fb chat, shop chat, over the phone.

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26% Customer Service
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