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Complaining to Argos - Who let you reserve online, collect in-store.

10 replies

nannynick · 21/04/2012 00:07

I purchased a product from Argos in January by reserving it online via their website and collecting it in-store.

In January I contacted them with regard to the product not having one aspect of it's functionality not working as had been expected.

I have since had correspondence with Argos via their Customer Service on-line form, and then by responding to the e-mail they sent me.

In the e-mail it says:
"If you wish to raise a formal complaint, please write to the address below:"

So my question is - Do I have to physically write to them? Can customer services not send my e-mail to the complaints department? Can I not request a direct e-mail address for the complaints department?

Anyone know the legal situation on this... do complaints have to be made physically in writing? Is e-mail not acceptable?

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The · 21/04/2012 00:28

Why didn't you just take it back to the shop with your receipt and get a refund / replacement?

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nannynick · 21/04/2012 09:23

Because the product as such is not faulty. It has just been misrepresented due to wording used on the product listing, specifically the product title.

If reading the full details on the website listing, the features list gives details of all the things that do work.

It's complicated and I don't want to say much about the product at this stage on here - I am far more interested in knowing if people feel it is acceptable for complaints to have to be made in writing, not e-mail?

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sneezecakesmum · 21/04/2012 12:07

the sale of goods act says goods must be 'as described' so you have a case for getting your money back.

I suppose if argos' policy is an 'in writing' complaint that is how they do it. could you email back asking them to forward your original email complaint on?

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nannynick · 21/04/2012 12:23

Thanks. Yes I tried that. They want me to take the product to a store so they can test it. That is a reasonable request, so I will arrange that and before going I will have a look on their website for a similar product from another manufacturer, so if they agreed to an exchange they may agree to exchange to a similar spec and priced product, rather than a direct replacement (which given it is a software issue, not hardware, is likely in my view to have the same issue).

Technology is a pain at times!

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nannynick · 21/04/2012 12:23

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sneezecakesmum · 22/04/2012 13:49

Argos are pretty good and yes technology a big pain!

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nannynick · 22/04/2012 20:02

Today I got an email from the manufacturer... so progress perhaps. Not resolved but at least the manufacturer is aware of the issue with the product.
May mean I won't need to take it back to store, as the software issue can be corrected via a download over the internet, with luck.

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