I normally don’t do things like this – I’m all for accepting that accidents happen, mistakes can be made, etc. After all, every one is only human. I’m reasonable in the face of ‘shit happens’. I’ve worked in customer service – as such, I generally opt for the ‘don’t be an arsehole’ route. I give people a chance to correct mistakes.
The TL:DR of this – I ordered a king size bed and mattress from Argos. After 3 reschedules of the delivery, one of those days in which I was told I would be receiving the order, took a day off work, then didn’t actually get told I wouldn’t be receiving my order afterall – I ultimately received most of the bed I paid for. And a part for the double version of the bed. I’m two complaint emails in, 4 phone calls in, and nothing is still being done to rectify this situation. Hence I am now at the stage of blasting this over the internet.
So, on to the long, tragic tale of staggering ineptitude. This is going to be a long one.
On the 5th November, I ordered a king size bed and mattress. I paid for delivery to happen on Saturday 19th November. A few days before that date, I received a phone call to inform me that the warehouse was out of stock, and as such delivery would be rescheduled to Monday 21st November. ok, not ideal, but I can live with that – I booked the day off as a holiday, and continued with my life.
Come the delivery date, I receive two text messages from Argos telling me the good news that my delivery would arrive some time between 1pm and 3pm, and that a delivery driver would call me to let me know when they were close by. Great!
3pm ticked by, and I’d heard nothing. Nada. No email, text or phone call. I figured that maybe the delivery was held up in traffic, and opted to be patient.
4pm arrived. Still nothing, so I decided to phone Argos. The gentleman I spoke to explained that the original van wasn’t big enough, so my order was being put onto a larger one. He’d call me back in half an hour after confirming a new time. Great!
5:45pm arrived. I had heard nothing. At this point, I’m annoyed. I phoned Argos again – to be told that half an hour previously, my order had been marked as ‘water damaged’, and it would now be rescheduled to the 27th November.
At this point, I’m quite angry. I get shit happens – but you know what? I’d blown a day of annual leave waiting for a delivery that I was told would arrive, then not actually informed at any point it wouldn’t be. The lady advised me to email Argo, so I did. Here’s what I sent:
I am writing to complain about the absolutely shoddy customer service I have received today.
The order number in question is ********.
I ordered a bed and mattress on the 5th November, paying for delivery to occur on the 12th November. Sadly, this didn’t happen – I received a phone call stating that the stock was not in, so it would be rescheduled for today, the 21st November. No problem there – I was informed in plenty of time. I booked the 21st off work in order to accept delivery.
The morning of the 21st, I received 2 text messages informing me that delivery should happen some time between 13:00 and 15:00, and that a driver would call me within an hour of delivery. 4pm came, and I had not received either a phone call, or delivery of my over £600 order. I phoned to chase up some details, and I was told that the goods had been moved on to another van, and that I would receive a call back within half an hour with more information.
5:45pm – I had still heard nothing, so I phoned once again to chase my order. I am now informed that the goods are water damaged, the order had been updated with this information half an hour earlier, and no one had bothered to let me know. Apparently, I can now expect to receive my order on the morning of the 27th.
My address, phone number and email are with you already. I find it unacceptable in this day and age that no one even bothered to inform me via any means at any point throughout today that the order I have stayed in all day for was not going to arrive. In fact, if I had been informed, I wouldn’t even be writing this email – I wouldn’t be too pleased, granted, but I’d be fairly understanding that things do go wrong, and I’d have no cause for complaint. I have completely wasted a day of annual leave, stuck at home waiting for an order that did not arrive, with no one seemingly able to let me know until I chase up the details myself.
The awesome lady I spoke to on my final call back should also have noted some of these details against my order. At this point, if I don’t receive my order on the 27th, I will be cancelling my order completely and expecting a full refund. For the record, my complaint here is focused on the lack of communication as opposed to a delayed order.
I do hope that you guys come through for me and deliver my order on the 27th – and in addition, brush up on your communication process so that this does not happen again.
This actually got a real person to contact me!
Thank you for your email regarding your order. I apologise that you have experienced this while shopping with Argos, this is certainly not what we wanted for you.
I have looked in to your order and I can confirm that your delivery failed due to the item having water damage. This is now booked in for 27/11/16 between 7am and 12pm. If this date becomes unsuitable for you then please let us know and we will amend this for you. If you would like to claim for loss of earnings, please arrange for your Payroll Department or Accountant to provide the following information on company headed paper:
• Hourly rate of pay net of tax and NI
• Total hours lost
• Type of absence, for example, holiday, time in lieu or un-paid etc.
• Name of payroll clerk or Accountant and a contact telephone number
Please send this information, with a covering letter that includes your order number, to:
Customer Relations Department
Once you have received your order we can also discuss a gesture of good will for you. I have also refunded your delivery charge back to your Visa card. Please allow up to 7 working days for this to show back in to your account. Again I apologise for any inconvenience you may have been caused and thank you for your patience.
Ok, seems reasonable. I get in touch with my HR at work, and get the details sent over to them via snail mail on the 23rd November. They should have received the letter by now.
Sunday 27th arrives. Would you believe it? The order actually arrived! Hoorah! One of the two big burly delivery men comes in with the first box, asking where I want it. I ask for it to be put upstairs, in the room to the right.
‘Oh, I’ve pulled my shoulder, I’ll just leave it here!’.
Ok. I’m a strong independent woman. Guess I’ll get a king size mattress and bed upstairs on my own then! And I did. Because I kick ass. But, I deviate from the point here.
I unpack the bed, count up the parts to make sure they’re all there, and start following through the assembly instructions. Up until this point…
Erm. Yeah. That is a 136.5cm head panel that should fit flush with a 151.5cm head board. The components page in the book does not list anything with a measurement of 136.5cm:
You can probably see where this is going. I go through their website to try and order in the correct size piece, but apparently I can’t. So, I once again phone up Argos to see what can be done. The gentleman I spoke to stated that the piece of bed that was too small was for a double bed, let me know they’d have to deliver box 1 of 2 in it’s entirety, and it could take up to 5 days. I told him I wasn’t happy with this, given that I feel pretty messed around already. He told me that I’d get a call back to make the arrangements.
Guess who didn’t call back? Or email? Or text?
So, this prompted another phone call – in which the lady informed me that they’d actually have to deliver an entire bed, but it’s out of stock now, so I’d have to wait 2 weeks.
I admit, I was pretty ragey at this point. I told her she could arrange for someone to come and pick up the pieces of semi-assembled bed, and I wanted a refund. And that I wouldn’t be taking any more time out of my life for this, so the pieces would be left outside for them to collect.
‘Oh, if the items get rained on and soggy, the drivers won’t collect it! You need to dis-assemble it for collection!’.
The instructions said to use glue. I used glue. I will have to damage the bed at this point to dis-assemble it. But according to the lady, that’s ok. So wait – you’ll pick up goods I’ve damaged, but nothing that has been rained on? Just all of my WHAT?!? She told me that the collections team would be in touch with me within 2 days.
After this, I sent Argos another email.
Well, the good news is that I did accept a delivery today. Unfortunately, this is not a happy tale.
One of the delivery drivers had apparently hurt his shoulder, so was unable to get the items moved upstairs. As such, I have ended up lifting all of the bed and the king size mattress up the stairs on my own, which was a fabulous start.
To top it off, as I got part way through the assembly instructions, it turns out that the head panel that screws into the head board was actually the head panel for a double bed, not a king size one. The level of ineptitude this must have required – one double bed part in a box of king size parts – is pretty staggering.
So, once again I find myself calling your support line. The gentlemen I spoke to informed me that he would arrange for a new box (1 of 2) to be delivered within 5 days, and I should expect a call back today.
Guess what didn’t happen? I have once again had to phone back your support line to see what is happening, to be told that I’ll have to have a whole new bed delivered, and that won’t happen for another 2 weeks.
I am done. I have asked for a refund on the bed, and I have been told to expect a phone call within two days from your collections department. If I don’t receive any such phone call (which at this point I suspect is the most likely outcome here), I’ll still be expecting a refund, and taking the useless bed parts I currently have and taking them to a skip.
I have never encountered such poor service in my life. Your company took the money for this farce very quickly, but are apparently unable to deliver goods or services within an agreed upon time frame. I will not be ordering from Argos again, and as soon as my refund arrives, I’ll be ordering a new bed from an undoubtedly more adept company – which will not be any kind of challenge, as your company has managed to set the bar incredibly low.
Please let me know when I can expect my refund for the bed, and for the delivery charge that I was promised earlier in this email chain.
Which prompted this reply:
Thank you for telling us about the poor level of service you had from us recently.
We are very sorry about this – it certainly is not the experience we wanted for you.
We are always concerned to hear of any complaint and welcome feedback from our customers – we could not continue to improve our service without it. So we are grateful to you for letting us know about this and we will let our customer service team know what has gone wrong.
Unfortunately it is down to the drivers discretion whether they will carry the products upstairs or not, this is due to health and safety.
I can confirm that you will be contacted by our returns team to arrange your collection.
A refund for your delivery charge will be with you within 5 working days and the refund of your bed within 5 working days of the day we receive it back into the warehouse.
Once again, we are sorry your experience with us was not a happy one this time. We do hope you will give us another chance in the future to look after you better.
Thank you for your patience.
We would really appreciate your feedback on this reply, to complete our short survey, please click here and add this number 6824537 when prompted.
Please visit us at http://www.argos.co.uk/help where you will find answers to many frequently asked questions, product information and all of our full contact details.
I have not yet replied to this email. Or given them feedback at this point, since nothing has been resolved. However, what has prompted me to post this is that we are now past the 2 days in which the collections department should have called me, I have yet to receive a refund of the delivery charge, there has been no acknowledgement of my letter that was asking for reimbursement of my loss of earnings, and apparently my refund won’t actually happen until this sorry shower of sheer ineptitude actually get around to picking up the most of king size bed and part of double bed, and put it in their warehouse.
For added fun, if I order through their website today (29th November at time of typing this), I can get the entire bed within 5 days!
Fun game at this point – go take a look for yourself. See if you can get a delivery date within 5 days for something that can’t be delivered to me for 2 weeks! Linky.
I suspect my next step, given their inability to communicate directly and tendency make statements that they have no intention of following through on, will be trading standards and the ombudsman.
For now, I’ll settle for just shouting out to all of my friends, family and any one who reads this – don’t order from Argos. Save yourself from the sheer ineptitude. There are many other places you can order from that will be cheaper both on your wallet, your time and your blood pressure. The only functional part of this entire experience for me is the mattress.
As for Argos – they should focus less on attempting to import the American tradition of Black Friday (which frankly, does not have a place here in the UK), and get their house in order.
Any updates to this will probably be in separate posts, as this is flipping long. Wish me luck in getting a refund processed with this company!