Monthly Archives: August 2006
Argos refuses to return “stolen” MP3 player
| 29/8/2006 | Posted by Pete under General |
August 29, 2006
Subject: Appalling Customer Service at Colliers Wood
Dear Sir or Madam
I am writing to complain about the appalling customer service I received at your store in Colliers Wood.
About two weeks ago (14/08/2006) I purchased a Creative Zen Vision:M (Catalog No. 513/3738) from your store in Marble Arch. Upon taking it home I found the unit to be unsatisfactory, having an acute design flaw which made the player unusable. I attempted to return this to your store in Colliers Wood on the 29th of August 2006 at approximately 7pm.
After waiting for more than half an hour for your staff to attend to my complaint, I was met by the Duty Manager, who informed me that I would not be able to exchange the player as they had none in stock. I had checked the stock levels on entering the store using the stock checking device available to customers in the store, and no one had been served since I had checked the availability. I appreciate that the manager may have been mistaken, or that there was an error in the stock levels available to customers.
However, the manager then proceeded to insinuate that, because I was attempting to return the player to a different store than the one purchased from, I was was a liar and a thief. This was not a pleasant experience, and I found this unacceptable. I voiced this to the manager at the time, who claimed that the reason he was unable to process a refund was due to company policy. Notwithstanding, I find it totally unacceptable for any of your members of staff to accuse someone of lying or stealing with no evidence. I feel that at the very least I am due an apology for the manner in which I was treated.
I wish to point out that this was done in full view of other customers in the store.
Furthermore, I spent in excess of three hours in the process of trying to return this faulty merchandise, a price I was willing to absolve, due to the assumption I would be able to return it. Regrettably this was not the case, and I am now out of pocket for a faulty MP3 player, traveling expenses and, not to mention, my time.
I feel that if I am expected to refrain from abusing your staff, your staff should treat customers with the same courtesy that they expect from customers. At no time during the conversation did I treat any of your staff with any disrespect, despite the disrespect that was shown to me.
I sincerely hope that you will treat this complaint with the seriousness it deserves by not sending a standard reply letter, and addressing the concerns I have voiced. If the matter is not resolved to my satisfaction, I will be sending the aforementioned MP3 player, together with this letter, addressed to the CEO of Argos, explaining how I was treated, and why I will never buy from one of his stores again.
In short, I feel that I have been denied my statutory rights. Not only that, I was humiliated in front of other customers, and have wasted the time that I spent trying to get my money back. I would also wish to point out that the service in that particular store is appalling, as I mentioned in the subject. There were a number of customers in the store at the same time as myself, and they seemed as dissatisfied with the level of service as I was.
My expenses so far in this matter are as follows.
3 hours @ £25/h = £75
1 x MP3 player (Catalog No. 513/3738) = £219.99
Return Bus fare = £1.60
Total = £296.59
Not to mention the humiliation I underwent at the hands of your staff.
My telephone number is on the front of this letter, should you wish to contact me regarding this matter.
Sincerely
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