Argos didnt contact me to arrange item delivery within the 14 days-where to complain?

[extent]

I bought a washing machine online.The receipt clearly states that they will contact me before the 16th to arrange delivery. They have not-so where to complain? 14 days was plenty of time to merely arrange the delivery. Can I complain in-store even if I bought the item online with my purchase/order details? I am not phoning any premium call centre that will probably tell me to find out who their independant delivery company is in this area, and complain to them instead. I thought about getting a refund, but that can supposedly only be done within 30 days of purchase, and now knowing how incredibly slow argos are online, I doubt I would make it in time! Thanks for any help

[rebel11]

Hi Ex

 

I send a letter of Complaint to:-

 

Raye Summers, Managing Director

[email protected]

 

 

http://www.thisismoney.co.uk/money/bills/article-1687251/How-write-best-letter-complaint.html

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I eventually phoned their helpline, 0845 (higher than local rate with minimum cost per call added on-not sure what argos costs)... they phoned me back within one day and have told me that they will phone next week to arrange the time of delivery on the thursday, so hopefully thats all sorted out. I should have simply ordered in-store, as I think I would have gotten to write out some recommended delivery dates there-that will teach me not to use their online service for large items again, as there seems to be an obvious lack of communication

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Sorry for the double post-but they did not call or email back. I did email their general customer services, no response, although I havent tried raye.summers yet-thanks, I will try it tomorrow as a last resort after trying their direct delivery telephone line instead of their money grabbing 0845 numbers - 01785 710253 and 01785 250000 are listed and recommended to find out about delivery times on a few websites. I know I shouldnt have, but I firstly went by their 0845 number yet again, wasting more money. They told me the delivery company they use would call me to arrange a date of delivery on the 19th (after I complained near the end of the week).... it didnt happen, so they then stated I would definately get a call on the 22nd... THEN they said I could not get the delivery call on that date either, as its 'an issue' with the third party delivery company they occassionally use. They are now telling me I will hear from the delivery company to arrange a date 'another time'. The lack of specific dates is obvious, the 0845 staff, no matter how polite they can be, must do nothing but usually email their third party delivery companies, who likely give replies that are unclear, or simply dont reply back. Thats what youre getting for your money when calling 0845.

 

I have been reading from other argos online customers that they havent even been getting their full refunds (tax and/or telephone costs not refunded, often a loss of £30-£50?), or even having to wait a couple of months for any refund at all. I know from the net that others have had it far worse than myself with argos (waiting for 3 months for deliveries that turn out to be wrong etc), but they are easily the worst company I have ever dealt with online.

 

thanks

Edited August 30, 2011 by extent

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I phoned directly one last time and was put through to a manager who asked me what the problem was. Im not sure how I got through, as the same number before had just put me through to the usual helpline. He offered to help out, and they finally admitted a few days later that the reason for the delay was simply due to lack of stock, and hopefully not poor delivery services after all. Hundreds of customers making argos money by using 0845 helplines, thinking argos is forgetting about their purchase, when in reality its simply out of stock, despite what the item availability on the official website? I would say hopefully its not a regular occurance, but the number of argos complaints on various websites would seem to suggest so. I finally got the washing machine on tuesday (13th september!)-so that was just over 5 weeks after ordering on the 4th aug, in good condition and installed quickly. Ive noticed that the one year guarantee form needed to be filled in 'within 30 days of purchase'. I filled it out online on bekos own website, and it was sent successfully, although I dont know how strict beko might be-if they might decline it since its now after the 30 days-but Im glad I at least now have what I ordered!