This past Friday I went into Holloway Argos looking for an item that ended up being out of stock. I was helped by someone who told me to present an employee working the till with the item number, which i was given, and that the item would be shipped to my house. I did this and was told the item is no longer being sold and was advised to choose another item. I was helped by a different employee in finding an alternate item and she ordered it for me on the spot and told me it would arrive in the store in two to three days.
On Sunday, I got an email saying that my item was ready for pick-up. I went to the store the same day and was first confused about where to stand but stood in the collections queue. After making my way to the front, I was told i needed to go to the machines. Not a big deal, just a small inconvenience based on unclear instructions. I went to the machine and got my receipt. When I was called to collect it, it was the wrong item.
I explained this to someone else and at first was told that this was the item they had received from the distributor and I could get a refund. I needed a particular item though and asked if there was anything else that could be done. I was told to go back to the Argos computers and see if I could find it. I found two - one was the item I thought I had ordered, the correct version - which I was then told me was out of stock and that the store was using an old version of the website - and another, which was also out of stock and actually no longer being made. Yes it said clearance but I had no way of knowing it was no longer being made at all and again they were using an old version of the website.
So I waited several minutes to talk to this person again (who I had last spoken to at the computer) because the store was very busy. Since this person did not approach me at the computer where I kept having to press "continue shopping, continue shopping" just to stay on the screen," I took a picture of the screen on my phone and went over to her at the till.
She then explained to me there was nothing that could be done and that I could get a refund, so basically that was the end of the line. She did show me alternate items but I had been very specific in my needs, as the alternate items could have easily been bought at any other store.
I expressed that I was moving countries in a week and would like a resolution or at least store credit in addition to my refund. She said, "What are you going to use the credit for if you're moving countries in a week?" I said that was irrelevant (but lots of things potentially! Earbuds, small items, whatever...it did not matter, I really didn't owe an explanation). She did - albeit reluctantly - give me five pounds store credit, for which I was grateful but ultimately will do me little to no good as most items in the store are over five pounds so this would likely result in my spending more money which is the last thing I want to do at Argos Holloway.
She gave me the voucher while barely looking at me and just moved along. Very little basic courtesy or politeness.
While that explains my experience, I will add this:
While all of this was going on I noticed a man and woman at a nearby till returning an item that the employee kept insisting had been used so there could be no refund. The man and the woman both said that it hadn't been used and the employee just kept saying "It's been used" abruptly and rudely. It was frustrating to listen to because the customers were clearly not malicious or trying to get away with anything. I've seen that happen and this was definitely not the case, in my opinion. So at the very least, this could have been handled with much more TACT by the employee.
I think that sums up my experience - tactless.
I will add one thing: the only person who was truly helpful to me was the woman who helped me on Friday. She knew what she was doing and she very kind to me. Even though it didn't end up working out, that was not her fault and she had no way of knowing that the distributors would send the wrong item. Granted, no one who helped me mentioned that this was an old version of the website, but all things considered, she was lovely and genuine and I hope she gets promoted. I wish I knew her name! But she was working at Argos Holloway Friday afternoon September 6. read more
