How do I get my money back from Argos?

[FTMF30]

I ordered a pram from Argos a couple of weeks ago. When it arrived, it was the wrong one. It says it'sthe wrong one on the box and was confirmed when I looked inside (same make but slightly different spec and wrong colour). Then the following chain of events happened:

○I called Argos to say I had the wrong item. They say they will contact the supplier who will contact me to arrange a collection of wrong item and delivery of correct one.
○A few days pass and I hear nothing, so I call them. Argos say the suppliers have said that I have the correct pram - apparantly the V3 of the pram (which I received) is the same as V2 (the version I actually ordered . I argue it's not the same and that I have the wrong colour in any case. They say they will get the supplier to contact me and arrange to collect the item so I can get a refund.
○I receive an email from the supplier (ickle bubba) confirming I want a refund
○I reply saying yes and explained I received the wrong item. If I could get the V2, I'd be happy to exchange
○They email back saying I have the correct item, that the V2 and V3 are the same ()
○I email back saying that it's not and, in any case, the wrong flipping colour. Then reiterated I would like a refund.
○No response from them so I call Argos again who says they will chase Ickle bubba
○I get an email from Ickle bubba saying there are a choice of colours and just attachable items that vary in colour (leather handlebar strap, footmuff, etc) so they will send me those in the correct colour in the post. Btw, there is no colour choice selection on argos.
○I email back almost immediately saying I don't want that sent, I just want my money back at this stage.
○Today I receive a package from them, presumably the footmuff and straps).

I'm really angry and just want my money back on principle of their shoddy service and because I've seen a new pram on sale that I now prefer. It's been over a week since I called Argos and they say I can't have a refund until the items are collected (can't return in store). But it seems they/ickle bubba are dragging their heels with arranging a collection date. There's been no acknowledgement of sending the incorrect item.

Is there anything I can do to get a refund without waiting for the item to be collected? They also stated collection dates can be as long as up to 14 days!

Yikes! Sorry this is so long. I didn't want to drip feed.

Anyone?

They aren’t going to refund you until the item is returned, otherwise it might not get returned. Try tweeting them?

Surely if it was Argos you bought it from, then it should be sent back and refunded by them (assuming you haven't used it)

@CeeceeBloomingdale

They aren’t going to refund you until the item is returned, otherwise it might not get returned. Try tweeting them?

I understand that logic but they're not arranging a collection. Good idea about tweeting them.

@RevolutionRadio

Surely if it was Argos you bought it from, then it should be sent back and refunded by them (assuming you haven't used it)

Yes, I think so too. They've made the process so long by putting me in vontact with the supplier. It's very frustrating.

Item has not been used, barely even touched. I'm annoyed that I opened it. It was Argos' suggestion to open it to che k I had the right item.

I just want my money back. I'm happy to return the item but they're not allowing me to fo so and its making me so frustrated.

I returned something to Argos today, following a click and collect purchase. Are shops not open around you?

I would also say to Argos that your contract is with them not the supplier! So you should not be dealing with them in my opinion.

I sympathize I have had trouble with argos too. You don't get a proper receipt if you click and collect which doesn't help with returns.

Your contract is with Argos surely, not the manufacturers so its up to Argos to sort out the collection (as they wont let you take it back or post)
This is why i don't shop with Argos anymore, they are behind the times and have poor customer service!

You can return Argos items in their Sainsbury's in - store concessions. Take it to your nearest one and don't leave without a refund.

You could try using their complaints procedure www.argos.co.uk/help/faq/72442.

Make sure you state clearly the resolution you are looking for - you want your money back. As others have said, your contract is with Argos not the supplier.

Our sainsbury's won't accept any returns for Argos, we have to go to one large Argos store in the area if we want to do a return.

Can you just take it back to the store?

@ScottishStardust

I returned something to Argos today, following a click and collect purchase. Are shops not open around you?

I would also say to Argos that your contract is with them not the supplier! So you should not be dealing with them in my opinion.

They said, as it's a large item and that they are running a scaled down service due to covid, I definitely can't return in store.

Tbh, it's a huge box and would take two people to carry the box and return in store. I was willing to arrange that if it meant getting my money back, but apparantly it's not an option.

@starpatch

I sympathize I have had trouble with argos too. You don't get a proper receipt if you click and collect which doesn't help with returns.

I purchased and subsequently returned a click and collect item this week to an Argos store inside a Sainsbury’s store. Your email from Argos confirming your order now acts as your receipt. I just showed it on my phone and refund processed with no problem. Always found Argos to be excellent regarding returns tbh. Perhaps I’ve just been lucky?

Did you pay by credit card? Discuss it with the card provider

Thanks to those pointing out my contract being with Argos and not the supplier. I hadn't thought about that and it's a very good point. I'm going to call them tomorrow as I'm tired of being strung along and fobbed off.

The previous phone calls have been so frustrating though - lots of silence on their end when I make a good point, followed by "all I can do is chase up the supplier".

I'm not having any dealings directly with the supplier from this point on.

You're entitled to a refund under distance selling regulations- keep chasing Argos as that's who your contract is with.

@kwest They've been just fine in the past. My problem is that it's a large item that can't easily be brought into store, but are dragging their heels with arranging a collection.

They also said I can't return a large item when I suggested this anyway. Has to be collected.

@MooseBeTimeForSummer

Did you pay by credit card? Discuss it with the card provider

Unfortunately I didn't. DH said it's a shame we didn't use credit card as we'd have got a refund quite swiftly. I'll contact my bank, but I don't think they refund the money quite as quickly when it's debit card.

Two family members currently having so much trouble getting refunds from Argos I spent ages on Trustpilot last night trying to get to the bottom of it but just ended up in a rabbit hole of negative reviews about refunds & customer service disappointments, as of now there is not customer service support for refunds and complaints it's literally goes nowhere when you ask to speak to someone higher up they tell you to write a letter but in their own words 'probably pointless no one reads them' also have a weird habit of blaming your bank 🤷🏼‍♀️🤷🏼‍♀️🤷🏼‍♀️ don't know what's going on they used to be a very credible company but as of right now I'm in shock at the service and will never buy from Argos again.

Legally, you’re allowed to reject an online purchase for any reason within 14 days. Scroll down to Online, mail and phone order sales:

www.gov.uk/accepting-returns-and-giving-refunds

If you’re within 14 days say you want to cancel. But if it’s over 14 days I still think you have the upper hand as you reported the problem within 14 days

It's argos you need to deal with. The wrong colour, wrong model aside you can simply just ask for a refund under distance selling.

Try going through Resolve, it’s a site recommended by martin Lewis,I’m in the process with GAME that never delivered my sons game in dec last yr. That’ll be GAME that has very little customer service

Contact your bank. If you used a DEBIT card, then you can do a chargeback claim!