I bought a dishwasher and installation from Argos earlier this year for £299. When it arrived the dishwasher was dented on the side. I agreed to keep it, as this wouldn't be seen. Two months later it stopped working. I contacted Argos and they booked in an appointment with their preferred repair company.
The engineer on his first visit was rude and advised he needed a new part. A new appointment was booked for the following week. On the night before (and the morning of) the visit we received two texts confirming his visit. He didn't arrive. On contacting the company wondering when he would come, they advised he didn't have the part and so wasn't actually coming. They hadn't bothered to tell us this and so wasted our time instead.
An appointment was then booked for the following week again. I raised a complaint but never heard back from their manager despite repeated chases - they clearly didn't give a damn. I followed up a day before the third visit was due. I was advised that they wouldn't be coming as the part still wasn't in stock (a third wasted annual leave day.). If I hadn't called then we would have been waiting in for them again to be stood up, where they hadn't bothered to notify us. They confirmed they would advise Argos of these problems and recommend that Argos replace the faulty machine.
I called Argos - the initial call handler was unhelpful. She said they don't have any replacements in stock and would not be issuing a good will gesture for the three full days of annual leave this issue has wasted.
She transferred me to someone in their complaints team. He offered a £30 credit towards a replacement dishwasher. I accepted and asked which replacement they would then send. On calling me back he advised that the nearest one would require me paying an additional c. £70 on top of the credit(!) Clearly this is outrageous.
They should not be making more money out of customers because their products being faulty.
I declined this and asked for a refund, (which would require a 5th day of annual leave), together with compensation for the 5 wasted days. He advised that he would provide a £30 credit note towards a next purchase. I advised this was, frankly insulting given that five days will have been wasted, together with around 7 hours on the phone to Argos and their repair company combined (and counting).
He advised I could make an application to their Head Office for "loss of earnings", but that they would require a letter from my accountant disclosing my annual salary, dividends and other income - so they can decide if they will reimburse me for the days they wasted.
Who the hell do Argos think they are, demanding detailed personal financial information such as this? They are a shop who have failed to provide a working produce that I have paid for - they are not HMRC!
On top of that, a letter from my accountant will cost me at least £150+VAT, as accountants don't work for free. The call handler advised that Argos wouldn't reimburse me for any fees I would have pay in order to get the letter they were requesting.
So in summary:
1) Argos has wasted 5 days of time by supplying a faulty product and instructing a repair company who were not fit for the intended purpose.
2) They have wasted an additional 7 hours (and counting) of my time in admin trying to sort this out.
3) And they now have the audacity to demand that I pay extra money for an accountants letter, and disclose to them my intimate financial details - all without any guarantee they will reimburse me for any of it. This is adding insult upon insult to injury. I should not have to do this, and pay money, effectively, in order to complain about already poor service.
I have been told that a 'Resolutions Leader' will contact me, but that she will only repeat the above.
The situation is therefore still ongoing. Argos, do you consider the above to be either acceptable, or reasonable service to your customers? I look forward to someone contacting me and resolving this reasonably and sensibly.