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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

About Argos and their lying!

97 replies

HoboMum · 28/12/2015 13:43

Long story short, my Fitbit doesn't charge anymore so DH took it back to Argos. The woman behind the till agreed to refund it but she had a long look at it first, bent the strap back and broke it.

They are refusing to refund it because they are saying that the damaged strap might have been causing the battery problems.

THEY BROKE THE STRAP! I'm gobsmacked tbh. We have asked the manager to review the CCTV but he hasn't given us much hope that anything will be done.

AIBU? Surely they should refund or at least agree to fix it.

OP posts:

Iggi999 · 29/12/2015 23:41

Well she is obviously lying.
ODFOD

quietbatperson · 29/12/2015 23:42

This reply has been deleted

Message withdrawn at poster's request.

Hufflepuffin · 29/12/2015 23:48

Another one here saying how great fitbit's customer service is. They replaced mine even though it had been a corporate gift for my dh so I had no proof of purchase. It does seem like they break a lot but who cares if they are so good at replacing them ?

Original poster

HoboMum · 30/12/2015 06:58

Well I'm not lying and if Argos want to prove otherwise they can show the CCTV. But that oh so mysteriously doesn't show anything apparently. One way or the other. I don't know if that's true because they won't show it to me because of "data protection" It certainly wouldn't show my husband being abusive because he wasn't.

I've owned the Fitbit for 5/6 months. I don't expect to pay £70 every 6 months. And the customer care person said they should replace if it's within a year. She also said I seemed like a reasonable person (which I am)

I know it seems untruthful because of the ridiculousness of the situation. I'm not sure I would believe it if it hasn't just happened to me.

OP posts:

MaybeAnOverthinker · 30/12/2015 07:50

I believe you! Hope it's sorted soon!

StrictlyMumDancing · 30/12/2015 07:52

hobo Do you know what you are going to do from here?
BTW, the band shouldn't snap off within 5/6 months either. Its an item that designed for 24/7 wear.
Are you pissed off enough to want to issue a letter of intent?
If not, but you want Argos to deal with it then ilovemymonkeys suggestion of another Argos is a good idea.
We're you at a till point/customer services? I'd be very tempted to publicly point out something like 'very shocked to discover there's no CCTV over the customer service desk at the Cheltenham branch' have no clue why I picked Cheltenham

Original poster

HoboMum · 30/12/2015 08:01

I've wasted enough time on this now tbh. My dad died just before Xmas and I have to deal with probate/finances etc next month so will have enough on. I will give them their 48 hours that it takes to resolve complaints, if I hear nothing I will start the ball rolling for court. It looks relatively simple and only costs £25.

The broken strap is a bit of a red herring, they are obliged to replace/repair under the Sale of Goods Act (been googling) because of the broken battery. The fact that they broke the strap and lied about it just makes it more outrageous!

I have to say I've been a long time lurker of mumsnet, I've only posted once before but you guys have been more than helpful, thanks very much. I'll try and pay it forward in the future

I'll also update with the outcome.

OP posts:

justmemeandi · 30/12/2015 09:49

What an awful situation. I checked out the tweets and favourited some hoping to boost it for you some how! (not a huge twitter person!) I really hope you get this resolved. I hate liars in fact I despise them. I am a planner and like things to be on time etc... so if someone did that to me, I too would be seeing it all the way through with argos. they are in the wrong and I'd have to prove it. please don't listen to rose. I can only imagine she must have had a bad day because that's an awful way to treat people especially when you deal with customer services.

balletgirlmum · 30/12/2015 09:59

I believe the OP & have had similar with a posh jeweller.

I had a rotary watch as an 18th present & because of the value took it to a authorised rotary dealer to have a new battery instead of the local market.

They gave me the watch back in its box afterwards & when I opened it the back was missing. They then tried to tell me I'd either lost it or itcwS never there when I took it in

They eventually agreed to send it off for repair but when it came back it never worked properly & the winder fell off. Appalling service.

Backingvocals · 30/12/2015 10:00

This is the last refuge of the idiot - claim the customer is being abusive. It tends to shut down all discussion. I had this once when I made a complaint about a traffic warden who threw litter. She claimed I was abusive ....what I actually said was "Please don't throw litter". But she would have got in trouble for that so that was her 'get out of jail free' card.

Glad you are taking this further. Outrageous behaviour by Argos.

AnneElliott · 30/12/2015 10:10

Take it further OP. Argos are shit and I don't buy from them anymore after I had a similar experience with an electrical item.

They claimed I had damaged it on purpose and wouldn't exchange it. Send in the court papers and that will make them sit up and take notice. I also did that with Tesco who thought that the sale of goods act didn't apply to them.

January87 · 30/12/2015 10:32

I'm the person sending the tweets and I believe I've not been a nutter in trying to get them to notice the complaint. Anyway they've replied and said its being dealt with by the store so they seem to think they don't have to do anything. I find it very annoying when someone, especially a large stores customer service who seems to have many people handling their twitter account, ignores your queries over someone who has tweeted after you. A simple acknowledgement over the last three days is all that was needed.

mumsneedwine · 30/12/2015 11:10

Get in touch with Fitbit. They are fantastic and replaced my daughters fit bit in 48 hours as strap was peeling. I know it's Argos fault, but you don't need the hassle at the moment. And you've damaged their reputation by telling us how stupid they've been - I won't shop there again !
Karma.

Brokenbiscuit · 30/12/2015 11:29

Wow! I don't believe that customers should ever be abusive, but if companies continue to employ people like Rose in customer service roles, we'll always be stuck with sub-standard service in this country. What a horrible attitude!

OP, I hope you manage to get things sorted.

Original poster

HoboMum · 19/03/2016 10:07

Update - took them to small claims and won. Ah hahahahahahaha. Well they admitted anyway Apparently my cheque is being raised. Love how they didn't even reply to my complaint or Letter before action though, fantastic customer service Argos. Thanks for all the help everyone!

OP posts:

Backingvocals · 19/03/2016 10:09

God well done. What idiots!

AdriftOnMemoryBliss · 19/03/2016 10:23

Brilliant.

19lottie82 · 19/03/2016 10:27

Well done hobo!

19lottie82 · 19/03/2016 10:27

I take it they're paying all of your expenses from the day in court as well?

WorraLiberty · 19/03/2016 10:29

Excellent!

Original poster

HoboMum · 19/03/2016 11:19

Thanks

it's surprisingly easy, you can do it all online now. I think maybe you actually have to physically attend court in some circumstances but I didn't. I paid £25 and yes they are sending me a cheque for the cost of the Fitbit plus the £25

OP posts:

Fluffycloudland77 · 19/03/2016 11:36

Good for you!. Shocking behaviour on their part.

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