Argos store (Acocks Green, Birmingham Branch) - Forget the 16 day money back guarantee - It's all my fault the manager told me

Argos store (Acocks Green, Birmingham Branch) - Forget the 16 day money back guarantee - It's all my fault the manager told me

Sent: 06 September 2004 15:12

Subject: Argos store (Acocks Green, Birmingham Branch) Forget the 16 day money back guarantee.....It's all my fault the manager told me???

Dear friends, I am sorry to learn of your experiences with Argos and here I will share with you mine. On 3/09/04 I went to Argos, Acocks Green, Birmingham to buy my 1 1/2 year old son a bike. I bought the sports Trike cat no 366/6647 for &#16319.99. Once I let my son on it, I realised it was too small for him. The catalogue stated the bike was suitable for 1/ 1/2 to 4 year olds. My son isn't even two yet and he certainly isn't the size of a 3 or 4 year old. The bike was just not the right size, so the next day I took it back for a refund. The lady refused to give me a refund! I asked why this was and she kept on saying "I can't give you your money back".

She then went on to say, "Actually, I don't even think I can give you vouchers but you can exchange the bike". I told her I didn't want an exchange but a refund under the money back guarantee and I'd decide later whether there was anything else suitable. She then said, "I can only give you vouchers I think, but, I'll have to clear that with the manager". She went off in to the back and returned saying that I could have vouchers. I insisted on cash but she said no again. I then asked to speak to the manager. I waited 20 minutes for the manager to appear and he was unbelievably rude and just kept pushing the vouchers in front of me. I explained everything to him and the reasons I was bringing the bike back.

He kept on saying "it's your fault". I asked him what he meant by that and he kept replying "it's not our fault, it's yours". I proceeded to point to the back of the receipt and asked him to explain the 16 day money back guarantee to me and also pointed out that I checked all specifications in the catalogue before buying the item. I also pointed out that there was nothing in the catalogue which stated the bike wasn't covered under the guarantee.

He kept saying "it's your fault". I couldn't understand what he meant and he wouldn't elaborate at all! I then told him that I had never had a problem in the past and had returned a set of earphones once and that wasn't a problem and if anything,maybe it should have been under hygiene rules. The manager said "well, that one was our fault so we took it back but this is your fault and you cannot have cash, only vouchers". I didn't know what to do so I reluctantly accepted the vouchers. Later, I decided to go back to the store as I felt bad that my son didn't have a replacement toy. This time I purchased a child's work desk called "Smoby Desk" cat no: 354/3997 for &#16329.99. What on earth was I thinking? Why had I even accepted the vouchers and why didn't I walk out with the original purchase so I could complain to someone else later? I couldn't think straight! So, I paid another &#16310.00 with the voucher for this desk and also decided to take another bike; Super First Trike cat no: 366/6142 for &#1638.99. I took the goods home. I put the desk together but it just kept falling apart! The place bolts wouldn't hold into the holes and fit securely. The bike I realised should have come unassembled but it was assembled and wrapped in cellophane. I opened it up to find it looked old? The wheels were all scratched and the stickers which should have come separately were already stuck onto the bike and a couple were peeled off.

This bike was not new! I knew that there was no way they were going to listen to me about the bike so I didn't take it back. I took the desk back within 20 minutes of buying it. Again I had the same problem with being told it was my fault???!!! How on earth could it be my fault I asked but without explanation. Now I couldn't get a refund for the desk! I was in the store for ages arguing my case for a cash refund. In the end they gave me again a &#16320 voucher and &#16310 cash. I walked out of the store very upset. I called Head Office toady (Monday) and explained everything. The lady named Gail in customer services was really nice. I explained all of the above and she said she'd call me back after having spoken to the store manager. She did this within the hour and I was told that I had not explained myself fully at the store?? I was told that I did not tell him that the bike was too small for my son??? Erm...sure I didn't..I just stood in the store making some other story up!! I explained to Gail that I had explained myself as fully as I possibly could have.

She went on about "communication breakdown" due to staff being busy etc. I couldn't argue anymore that I had fully explained myself so I shut up to listen to what I should now do. She told me that "although I was unable to explain myself fully (which led to this "misunderstanding"), that, that this manager "Craig" was still happy to discuss the matter with me should I wish to go in to the store" She said that I should ask for him and that although I now don't have a receipt that he should give me &#16320.00 cash for my voucher. I didn't even mention anything about the second bike I purchased as I know they just wouldn't believe that it was used when I unwrapped it. So..there was nothing more I could say really, as now suddenly, after she spoke to "Craig", my communication skills were being questioned? I am well educated and have worked in Customer Services in a senior position for many years and I have a communication problem? I didn't want to argue any more so I have accepted it. I haven't been to the store yet but I'm about to leave now. Will I get my &#16320.00 cash back? I hope so, as I never want to shop at Argos again!!

My sisters were very upset with what I had experienced so we have all decided to boycott Argos altogether (not that they'll be bothered) but, at least we know we'll never have to put up with this kind of treatment ever again. I think I'll try shop for toys at Index and Toys R Us and anywhere else from now on. All I have to say is if you shop at ARGOS please ask to see the item you intend to purchase before you pay for it as it seems that even if you buy it and unwrap it in front of the staff and find it's unsuitable, they'll still come up with a way not to give you a refund. How ridiculous? Also, be careful of being sold returned items and display stock, because I know that is what has happened with me. Arogs should adopt a few extra lines in their so called "16 day money back guarantee" which should read along the lines of "We reserve the right to, without justification, not refund you for items purchased, whatever the reason for you wishing to return them, should we decided that; 'It is your fault'." At least we'd all know where we stand then!!!!

s.a

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