Argos Finchley Road (Inside Sainsbury's)

Awful experience with Danielle (i think) the Store Manager, who outright refused to refund an item which is clearly faulty. While she accepted that the item I purchased under 3 months ago was faulty, her proposed resolution was for me to contact the manufacturer of the product for any warranty claims options or recourse. I produced receipt, was happy to demonstrate the fault, and explained that my contract (purchase) was with the retailler and not the manufacturer. Danielle, however either doesnt understand consumer legislation or feels that she is above it, its unclear which. She proceeded to advise I had no right to a replacement, repair or refund (i was happy to accept either) Argos unless it was an Argos manufactured product or if the fault appeared within 30 days. She then gestured towards the "30 day change your mind poster". Having explained that it wasn't due to changing my mind, but moreso due to the fact that the device didn't function properly she got in a huff and said she wouldn't help.

Dont get me wrong, I understand the commercial reasoning behind not having too "lax" a returns policy, but where a genuine and and obvious fault occurs with a product purchased, assist the customer and maintain customer satisfaction.

Many would have given up at this point, however I then called Argos customer services, who with credit to them, were excellent and were dismayed that this had happened. They explained that the product I had purchased wasn't one the few product lines which require claiming on a manufacturer warranty and should were surprised it hadn't been resolved instore. Once the 'manager' saw me making this call, she picked up her mobile phone and wondered off on her lunch break, leaving one colleague (Sonia) working alone dealing the customers, picking items and assisting with my complaint. I must add that Sonia was amazing and really pleasant to deal with.

Initially Sonia explained she couldn't overrule her manager, which i completely agree with and I expect the same of my team at work. However, when I explained that Argos Customer Services team were on the phone, she was happy to speak with them, and arrange a replacement item. She was clearly a little stressed due to the workload due to being on her own but did a great job given resources available. Yet again, another not so great decision by the manager.

Having been an avid fan of Argos, having worked for them from 2006 to 2008, shopping at their stores regularly where possible as opposed to online to support local jobs, I'm disappointed. I would have considered myself a 'promoter' in terms of customer satisfaction for this brand until today, now.. I'm unsure. I hope this was a once off but not sure.

I would strongly recommend for the manager, and her team to have training on consumer law and to be mystery shopped to ensure compliance.

Had a terrible experience
Bought a Samsung smart watch days ago which I needed to return because it was a different version that I needed to buy, So I brought it back to Argos, only opened the box to show it to my friend and never used it. Firstly, a rude lady I spoke to who clearly refused return saying it was opened. By the time I was about to reply, she was like “lemme call my supervisor”. Supervisor Rabi came and the lady didn’t even bother to explain my situation yet left saying “Rabi I am leaving now.”
Rabi - the supervisor - I had to explain him the issue again and he said he couldn’t return because it was opened. So I explained him again that it was opened to show and that’s it, it was never used. The other staff - Adela - on the till serving other customer all of a sudden interrupted, there’s not even a screen protector on it - I explained it never had the protector on. Then Adela was like lemme serve this customer first please. And I ended up saying I never asked you to jump in since I was dealing with Rabi. Anyway, Adela served the customer on till and got busy with another customer over the phone. Then during the call, she interrupted again saying here is the policy and pointed to a board Which clearly DID NOT state that the return wouldn’t be accepted if opened. I told her to read again as it never stated what she was saying. She then went back to phone ignoring what I said which clearly showed the level of respect I got as a customer. Rabi on the other hand was just quiet and later told me to come back in 30-45 minutes to see a manager. I left and came back after 45 minutes to see Daniela, the manager. I explained her the issue again and she straightaway refused to return. I asked her the reason and she was like it’s opened and our policy here says - pointing to the same board again - and I had to tell her to read again that the board did not state what she was saying. She again refused to return the watch. I asked her to help me because there was no point me having a product which was of no use to me. And she was like “You shouldn’t have opened it”. She also said “even the email receipt says that” I brought up the email and she refused to even look saying I cannot do anything if you don’t read the terms and conditions” - I responded “Ok if i don’t read the terms and conditions, can you show me where in the terms and conditions said tht it cannot be returned if opened” and she angrily replied I cannot take this back. So I asked her, how do you want me to check the product that I bought? She was like “go on to YouTube and check” So ARGOS is suggesting to use YouTube to check the product and to not open the one bought”. I asked her again to find a way to help me out and she responded “ If I send it back to the company, they would fine me.” I then asked “how much would be the fine” and she replied “I don’t know”. I said “ ok, whatever the price of fine is, I am happy to pay” and she responded “I can’t send this back because it has no issue”. So I asked her again, “if it’s working fine why can’t you return it then”. Lastly, I asked her what should I do now as this is of no use to me and she was like “Give it in a charity, do something good but I cannot accept it”. I was shocked the poor customer service Argos is offering to its customers.
I understand these are hard times we all are going through but based on past reviews, you really need to teach your staff how to behave with customers especially the so called manager, Daniela, The supervisor Rabi, the Till operator Adela and the other staff... poorly trained and rude staff with zero level of tolerance and empathy towards customer’s issues. I used to shop a lot at Argos but after this experience, I would never go back to Argos again - I have even closed my Argos card account after this experience - and wouldn’t recommend anyone to go to this particular Argos. Good luck to those customers who come across these people at this particular branch.

Sonia was amazing in helping assist me. She was so kind, I was very impressed by her customer service and her smile. Just the most kindest sweetest soul.

Thank you ‘Rabi’ for your great customer care and on top of it the technical support you gave or I would have purchased the incorrect item. 5* #Employee

Was there 4 weeks ago and the Manager have no clue what's the difference between faulty and working.We had a hairdryer which even had extended warranty and we explained to the Manager the heating element wasn't working. She said as long as there's power,it's working. I mean seriously, that's like buying a TV that comes on but there's no picture. No idea how she became a Manager. Drove to Staples corner and the problem was sorted. The lady says it was supposed to be exchanged no questions asked. Avoid finchley road Argos ,waste of time

I have only visited twice but both times served by Sonia, she is super enthusiastic about the service she offers and a definite go the extra mile person! Very thorough speedy service and even directed me straight to the item I needed in Saintsburys, now my go to Argos even though I have two others near me.

Hi All,

I just want to let you know about the horrible experience, I have just received at Argos finchley road (The One inside O2 Sainsbury's).

We purchased a Braun Mini Epilator for my mother In-law for Christmas but decided against it as we were not sure if she would use it so instead got her something else ...

Today I returned the epilator back to the store well within the 30 Days not being opened or even looked at it since we walked out the store.... On returning it I was horrified that they said to me the machine had been used and that they would not be taking it back... The Staff behind the counter had a very big attitude problem and was not very helpful at all after selling me a used product...

On request to speak to a manager to resolve the problem , I was advised there was not one in store and they would not be able to tell me when one would be next in but the biggest problem is that they sold us a unhygienic product..

Just to make you all aware to check things before you leave the store that they have not been used
and that you don't run in to the same problems as I have...

I had an online issue with Argos and I was helped a lot by rania she was very kind, helpful and understanding.