I bought a small electrical item from Argos around 4 months ago. It cost £50. It’s the sort of thing you’d expect to keep for several years.
After 4 months it completely stopped working.
I did an online thing on the Argos website, and it said that even though their returns policy is 30 days because it was as broken I still as able to get a returns barcode to take it into store.
Went into store and they were having none of it. They said because it’s only 30 days I’d have to contact the manufacturer.
I went home and checked Argos own returns policy and it literally says that if an item is less than a year old they will refund or replace it.
So I rang customer services, they were having none of it and the woman was almost shouting at me to read the terms and conditions, which I had.
So I went straight to the chief executive email address, it seems to be the only way to get anywhere these days. So I wrote an email asking for a refund under my statutory rights.
Got a call from the executive team almost immediately and he confirmed that the store were in the wrong not to refund or replace the item.
I said I was happy to have a refund via gift card as I’d buy another one, not realising that the item now costs £20 more.
But I had to post the item back at my own cost.
Aibu to think that this is terrible customer service?
It seems to be becoming more commonplace for shops to /take your moneysell you crap and just wash their hands of it.
Edited to add that even though the guy on the phone was as puzzled as me as to why the store wouldn’t refund me, in his email he was very careful to say that the refund was only a goodwill gesture.
It’s not a bloomin goodwill gesture though is it.