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JAN1471

Argos Sofa

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I'll start, in May, I ordered and paid for a leather sofa and recliner chair, fine, they were delivered on the 1st april.

 

Fine great, they looked nice and fitted in well, with my living room, then we started to notice on the recliner, that the seat leather was starting to crease and become saggy, then we noticed little marks on one arm of the chair, so we called them and they said that they would send someone out to have a look. The guy came out and said that the seat hadn't been pulled tight enough when it was made, and that the marks were a defect. So he took photo's and sent them back to Argos and he told us that they would either send him an arm and get him to reapair the seat and the arm or that they would replace it. Ok fine. Last week I had a call from argos saying that they could not repair the arm, because they could not get the bits to repair it and that they could not replace it because they no longer stocked that model. I was told to wait untill the new cat came out and to chose another one, I asked the operative, will you have any the same price that I paid for the orginal suite as I was told that they would replace the whole lot because it was bought as a suite. The op told me, that they may well be cheaper, so ok today I go online and look only to find that the prices they are charging for leather suites have gone up considerably, I paid £480 for my suite and to get one simalilar it will now cost nearly £700. So hubby spoke to another op today who said that they couldn't get the materials to repair it(hubby came back with, what have you run out of cows). He was told that I would have to pay the extra, or we could have a refund and they would collect it. Now the problem with this is, it will take 3 days for the refund to hit my bank account, after they have picked it up and it can take anything up 6 weeks for delivery of another suite.

 

Now if I accepted a refund would I be able to hit them for compensation for having to go with out a suite? if so how much a day? or can I make them deal on the other suite? if so how would I word it to them?


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Guest Old_andrew2018

Bump

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Thanks for the bump OA.

 

I have spoken to consumer direct(trading standards for South east).

 

They say that Argos have broken the contract that I made with them when I bought the suite, as it is not of reasonable standard and of the quality that it should be. They say that I should goto the store and speak to the manager of the store where it it was bought from.They told me to take photos of the damage with us and also to tell them that the person that they sent out to have a look, also said that the chair was defective. They said that we could goto the small claims court for any money that we had to spend out while waiting for a new suite, to arrive if Argos don't deal and we get a refund and buy one from some where else. Hubby called Argos and spoke to a manager or sup 2 days ago and they would not deal, all they would do is knock £75 off the cost of the replacement suite, so I would still have to lay out £138, to get something of a similar standard, now as i view it, this is not our fault, even their own people are saying it is of a sub standard, so they should replace it with a like for like product, now because they don't stock the same suite is not my fault, so they should replace it with the eqivalent one, and stand the cost of £138 and then go and get it back from the manufacturer, that made this suite.

 

So we are going into the store tomorrow to se the manager and we will see what happens, now trading standards said if going in dosen't work send the manager a letter stating what we want and giving them 7 days to get it sorted before we issue a small claims sumons. But we also email Sarah Weller, the managing director of Argos, if we get no joy.


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We went to see the manager of tthe local store where we placed the order. She could understand what we were saying and if she had the power she would take this sofa away and replace it with a new one at no extra cost, but as she said her hands are tied by head office. She asked if if we could match the colour with another sofa, but the problem we have is that the sofa may be the same colour but it is not the same design, ours has rounded arms and the one of a similar cost has squared arms, so it will not match in design.

 

Hubby and me are the same thought that we will have to email Sarah Wellar, to get this sorted, which we are in the throws of doing, we will give her 7 days to sort it, other wise we will take further steps. the staff at our local store could understand what we were saying and could not undstand head office.


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After getting nowhere with Argos customer service I finally e-mailed Sara Weller (Argos MD). I sent the e-mail at 13.54, at 13.58 I received a reply from her PA apologizing that Sara wasn't in the office at the moment, but that they would pass the problem to their Executive Customer Resolutions Team. At 14.35 I was phoned by the head of the above team saying that she agreed with our position completely and that she would be calling us back on Monday to arrange a delivery time for Tuesday.

 

Argos Managing Director Sara Weller - sara.weller@argos.co.uk


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It took a little while to get the sofa, because of the sofa being in a different warhouse, to where the chair was, so we emailed Sara Wellers pa agin and acyually got him on the phone this time, saying that he was arranging for the chair to be transfered to where the sofa was and would we accept del on wed of this week, said ok, no probelm, then had him on the phone saying that due to the bank holiday, could they deliver it on thursday and that he could give me a 2hr time slot, sure fine, no problems with that. Early on thursday morning got a call, sying that they would be here at 12 to pick the old one up and drop the new one, fine, then another call saying that they were stuck in traffic, OK, not there fault once again. They arrived in a transit van, with no argos symbol on the side, fine ok, I then find out from the guys that they have driven from Sittingbourne to Broadstairs, just to deliver this suite. And that it was done on a MDR(Managing Directors Request). And that they were to do everything possible, to please the customer(Me), they stayed, where as normally you are left to put bits together not this time, they fitted the recliner chair together for me and put the feet on, both the chair and the sofa. That afternoon, we emailed back Sara's pa, to thank him for getting this sorted out for us. The sofa looks better than it does in the picture in the cat.

 

But we now have our sofa, thanks to Raye and Sara.:D


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