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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be annoyed at this store. Opinions as to what to do appreciated.

68 replies

Answersonapostbox · 06/05/2018 22:12

I live in a house converted into two flats which share a letter box and I wanted a bit of security from identity theft.

A relative reserved me an exterior post box for this reason and we collected the item today. We got the box home and you can literally stick your hand in the bit the Postman is meant to post through and retrieve any larger letters or A4 type letters (tax credits style) or any letters that haven't been shoved to the bottom by the postman properly, absolutely no need for the lock part to open it. It's not long enough. The flap is also ridiculously flimsy.

The A4 leaflet that was inside, my teen reached in and pulled it out despite it being partly folded.

Having spoken to the store and asked for advice online they have said they won't take it back at its been opened and is now not fit for resale (despite being just in a clear plastic bag with no writing and in a brown box with clear tape 🙄 and me feeling it isn't fit for the purpose I need it for.) So I've lost £25 today.

Unfortunately for me I wasn't the one to reserve it and had bought in an emergency and so hadn't seen the many reviews saying the same thing on the stores website and that it was a risk of identity theft. I am unable to leave a review as I didn't buy it online which in itself is crazy.

Customer service have been awful.
I stated my problem and asked for advice (I didn't mention returning it at that point and got a one line reply back that I couldn't return it as I had opened the box.
I replied asking for a complaint email as I can't leave a review and I'm not happy with the products and was told there is no email to complain to and I couldn't bring it back anyway.
I asked for an address to write to instead and was told nope you can only complain to the very same person on social media and again told but you can't return it.

Just because I can't return it doesn't mean I can't complain surely?
And surely the buck doesn't stop with a social media assistant?

Is it me? Is it them?

OP posts:
Cantaana · 06/05/2018 23:36

Off topic but why the feck is mumsnet in the amazon link i just posted?

Try again... www.amazon.co.uk/tinkertonk-Vintage-Outdoor-Lockable-Mailbox/dp/B0185DP1U2/ref=lp_1938473031_1_3_sspa?psc=1&s=diy&tag=mumsnetforum-21&ie=UTF8&qid=1525646127&sr=1-3-spons

sweeneytoddsrazor · 06/05/2018 23:36

They do not have to take it back if it is fit for the purpose advertised. So if the description doesn't mention keeping you safe from identity theft, or keeping your post secure then you may well not be able to take it back, as if you have changed your mind it has to be in resalable condition, including packaging.

KarinVogel · 06/05/2018 23:50

A relative bought an exterior letter box and had the same problem. We were appalled and wondered how they could be on the market as they werent fit for purpose. Then we looked again and found - after quite an intensive examination of the box- that there was an additional flap that fitted inside the slot and attached with a fiercesome spring attachment to the top.
Maybe gave another check - the extra flap could be missing obviously but we all missed seeing it the first time we looked.

Original poster
Answersonapostbox · 06/05/2018 23:56

Off to look for an extra flap.
The thing is even if it's to stop your mail getting damaged from Pets surely you still need it to be secure. Otherwise if you were in you could protect your post from pets yourself by having them in a room away from the letter box?

It fits A4 letters in easily but the flap is huge.

OP posts:
spontaneousgiventime · 06/05/2018 23:58

I had a huge problem with a large company. I contacted them and asked to resolve, no luck. I warned them if they didn't resolve I would take to social media. They said no. So, I tweeted my complaint every 15 minutes and tagged them (I'm retired so had the time to do this). I kept on and on and eventually they DM'd me with the number for the CEO office. My complaint was resolved the following day and I got compensation. Don't give up.

Deemarow · 07/05/2018 00:01

www.argos.co.uk/product/6237468 - If it is this product then there is no chance customer services would be interested in giving you a refund for it not being fit for purpose. If I were you I'd repair the packaging best I can and then try and return in store and see what happens.

MumofBoysx2 · 07/05/2018 00:01

Break it. Then send it back because it is so flimsy 'it broke'. Threaten to take it further and leave a scathing review if they refuse.

sweeneytoddsrazor · 07/05/2018 00:04

Break it. Then send it back because it is so flimsy 'it broke'. Threaten to take it further and leave a scathing review if they refuse.

Is that the grown up equivalent of a toddler tantrum.

NewBallsPlease00 · 07/05/2018 00:18

Im it's not that it's not fit for purpose though, you just didn't read it's function properly?
Argos are good for customer service imo and with proof of prowl chase will always return in store pretty easy

lhastingsmua · 07/05/2018 00:22

If it’s the £24.99 Argos one linked above then I think it’s advertised properly as they do list both the item measurements and the flap opening measurements and they never really advertised it to prevent identity theft/high security, just keeping the dog out. So you were under the wrong impression about the capabilities of it, it is fit for Argos’ intended purpose

However I still think you should tape it back up as best you can and return it normally in store.

imamum21 · 07/05/2018 00:25

take it to another store, believe me when i say customer services will not over ride a store decision (im an employee) im more than happy to take things back as long as they have not been used and in perfect condition. just tell them its no good and feels really flimsy you can put your hand in etc you only opened the box, ive had people bringing things back wanting a refund after using the item, if a product is faulty we have to follow what the system tells us for instance if it says you need to call a number its because the manufacturer wants to try put it right first or give you a reference number. all our items go back to get tested to see if there is a genuine fault and if if its dangerous and may need to do a product recall

BlueBug45 · 07/05/2018 00:27

I brought a microwave from Argos a good few years ago that stopped working a month after it's guarantee. I spent 2/3 of the time I had it working away from home and I lived on me own, so I was really p*ssed off.

Anyway I went online, read the Sale of Goods Act (it's the Consumer Rights Act now), asked in store about returning it and got a negative rely. I then found Argos' head office address online and wrote a letter which I sent to them via recorded delivery. (Their receipts may have an address you can write to on the back or you may have to use their website address, but all companies have to have an address you can serve legal notices to if they provide goods and services to people in the UK.)

In the letter I threatened to take them to the small claims court if they didn't reimburse me as clearly the microwave wasn't of satisfactory quality.

The store manager from the store I brought it from rang me and I took the microwave back. I said loudly I was exercising my rights under the Sale of Goods Act and the manager kept talking over me about their shitty guarantee. I got a replacement microwave and £15 back in cash. The replacement lasted years.

The microwave wasn't expensive but the point was they were trying to fob me off. None of the suppliers or manufacturers of other small electrical goods have done that, and some like Breville have excellent customer service.

Argos is also one of the companies who the TV consumer programs have highlighted in the past that staff frequently fob people of over their consumer rights.

Original poster
Answersonapostbox · 07/05/2018 00:31

Dangers of someone else reserving an item I suppose.
Although tbh I expected a mail box that is for post on exterior walls and has a key function for security to be at least secure enough for people not to be able to put their hands in else it renders it redundant surely? You have it to stop your dog getting the mail (we have a dog) you nip to the shop and come back and the mail is gone as someone has been able to steal it? Surely that still sucks? And why a key for 'added security' if it's not to keep your mail secure? Otherwise why not have just clip or button opening?

The product is rubbish but I am willing to suck up the cost,it reminds me of a kids toy tbh.
I guess if I had messaged and Argos had bothered to reply with a decent message of we are sorry you are unhappy with the item BUT the item is not suitable for use as x, y, z rather than you've opened it you can't bring it back x infinity I would probably have taken it on the chin but I hate pants customer service. Blush

OP posts:
Floralnomad · 07/05/2018 00:32

Just package

Original poster
Answersonapostbox · 07/05/2018 00:34

Xpost thanks imamum

OP posts:
Original poster
Answersonapostbox · 07/05/2018 00:35

Tbh if I found a clear plastic bag and some tape there's no reason I couldn't. I haven't fit it and the screws and such are still in the bag sealed.

OP posts:
Floralnomad · 07/05/2018 00:36

Just package it back up and take it into a store and tell them it’s unwanted . I’ve never had a problem returning anything to Argos . If you’ve taped the box back up I can’t see how they will be able to prove that that’s not how it came to you originally . I took a DVD player back last year because ds had bought it and the box had obviously been previously opened and I was giving it as a gift and wanted a box that had not been tampered with

Jozxyqk · 07/05/2018 06:41

Sorry to hear they're still being stubborn, AnswersOnAPostbox. I won't be using Argos again after this unless you are able to get it resolved, as I like to know I can get a refund if something is not fit for purpose... as per the law! I don't use shops that give a load of hassle about it & I'm sorry they're giving you the runaround.

Urubu · 07/05/2018 07:51

Argos? I once took back a toddler bed after assembling and disassembling it! (size was wrong by a couple cm)
I told them and they were ok with it.

DevilsDoorbell · 07/05/2018 07:55

I don’t believe you can’t return it. I took something back to Argos last week that had been opened and didn’t even have a receipt. The woman who served me was extremely helpful. Just take it back.

NewPapaGuinea · 07/05/2018 07:57

Was it reserved online? If so you have the right to return it under distance selling regs. Used to be 7 days, think it might be 14 now

Fantasticday09 · 07/05/2018 08:04

Sadly I think all these boxes are the same.

flissfloss65 · 07/05/2018 08:04

Just take it back to the actual store. Argos have always been fine with returns. Last year I assembled some garden furniture, realised it was uncomfy and took it back. All refunded without any hassle.

Usernamechecksout · 07/05/2018 08:34

Even if the description doesn’t specifically mention that it’s designed to stop people from stealing your mail, you can expect the basic function of a mailbox to be exactly this. Any mailbox should keep mail out of reach of anyone. So you can argue it’s still not fit for purpose. And you have to mention the consumer rights act 2015 specifically.

I once complained about a mattress that started falling apart after a year. It had been expensive, so you would expect it to last longer than 12 months. When I called they first refused to repair, replace or refund, saying it had already been used for a year. So I quoted the act and said that products were expected to last a reasonable length of time and they replaced it after that.

Have a read of money saving experts

Mummyoflittledragon · 07/05/2018 08:42

I have an exterior post box. The hole is smaller than the picture. But someone can just about get A4 envelopes out with two fingers. Unless you have a very large box, it is impossible to have one with complete security.