Argos chat transcript

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1:22 pm
Ria,
Thanks for visiting the Argos website. My name’s Ria. I see you've been having a look at the Rattan Effect 6 Seater Patio Sofa Set.
Anything I can help you with?
1:23 pm
I haven't received any response from your end. Let me know if you’d like to continue with our chat.
1:24 pm
You
,Yes.
1:24 pm
Ria,

Hi there!
1:24 pm
How may I help you?
1:25 pm
You
,We have today just had it delivered after a previous delivery was delayed by a month. It took 6 weeks in total. After unpacking in our garden it has several scuff marks on the rattan. also the rattan hasn't been woven correctly at one end of one of the seats.
1:26 pm
Ria,
To confirm, have you placed the order for rattan?
1:26 pm
You
,yes and it was delivered this morning
1:27 pm
,The thing is we really can't wait for a replacement and we go on holiday in a weeks time. We need this furniture now as we have a garden party tomorrow. Is there scope for a discount if we keep the furniture? Can send evidence of damage etc.
1:27 pm
Ria,
Since you have reached our sales team of Argos, let me see how best I can help you with regards to your post-purchase.
1:28 pm
We do have a relevant team who has the access to view your order details and help you with that. I will connect you with one of our service team members for further help.
Please stay online, let me transfer the chat.
Please wait while we transfer you...
Ria left
Bal joined
1:29 pm
You
,Thanks
1:30 pm
Bal,
Hi my name is Bal, is there any way you can attach a picture of the damage for me to see please?
1:30 pm
You
,Yes of course. Just bear with me as they are on my phone and I'm this chat is on laptop
1:31 pm
Bal,
Thank you.
1:32 pm
You
,Just transfering to Laptop now and then will attach
1:33 pm
Bal,
ok
1:35 pm
You
,There will be a few images of scuffs first
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1:36 pm
Bal,
great
1:37 pm
You
,Now the rattan weave issue. First here's a photo from one of the seats. This is how the weave SHOULD look:
1:37 pm
Bal,
ok
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1:37 pm
You
,That is the good one
1:38 pm
,Here is the the other seat which should be identical but the weave is done wrongly:
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1:38 pm
Bal,
Im not getting anything coming through
1:39 pm
You
,Did you not get 2 photos of the 2 seats weave?
1:39 pm
Bal,
I haven't had anything at all
1:39 pm
You
,Not even the damage photos? They are all shown as succesful my end??!
1:40 pm
Bal,
Nothing at all.
1:40 pm
Not through chat
1:40 pm
You
,Strange.
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1:41 pm
You
,I get these messages on the chat for each attached photo:
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1:41 pm
,then:
1:41 pm
,File upload completed successfully
1:41 pm
,do you have an email address I can send them to now?
1:41 pm
Bal,
I am not getting anything at all, not even a clue to something coming through
1:41 pm
Yes you can send them to my personal address, which I cannot reply to externally, it is balbiro.bains@argos.co.uk
1:43 pm
You
,Thanks, just composing email now
1:46 pm
,2 emails sent
1:46 pm
Bal,
thanks I'll wait for them
1:47 pm
You
,Thank you
1:49 pm
Bal,
Thanks just going through them now
1:49 pm
You
,ok
1:50 pm
Bal,
Can i now take your order number please?
1:51 pm
You
,I can't see an order number. There's not one on my order email
1:51 pm
Bal,
Your postcode will do, i'll search
1:52 pm
You
,xxxxxx ordered on 2nd April
1:52 pm
,It is in my wife's name
1:52 pm
,xxxxxxxxx
1:52 pm
Bal,
Keep this safe Order Number xxxxxxxxxxx
1:53 pm
You
,Will do
1:54 pm
Bal,
I can refund your delivery charge of £8.95 and reduce the price of the set by £25.00 I am sorry I cannot offer anything more.
1:55 pm
You
,That's really poor compensation
on a £1000 set with several issues.
1:56 pm
Bal,
We have to look at various things as per trading standards guidelines.
1:57 pm
Does it pose a health and safety issue
1:57 pm
Can it be used as intended?
1:57 pm
Both of these answers are yes.
1:57 pm
There are scuff marks and a weave going the wrong way that does not stop the item being used as designed.
1:58 pm
You
,Yes but as you know asthetics are a major thing when buying furniture that you expect to arrive with no damage whatsover. It is a MAJOR hassle to have it replaced and added to the fact that delivery was also delayed by a month....
1:59 pm
Bal,
I can replace or collect and refund or apply the discount as offered. Please advise.
2:00 pm
You
,Can we use the furniture in the meantime if we go for a replacement?
2:00 pm
Bal,
I am afraid not.
2:01 pm
You
,Well then you have put me between a rock and a hard place in view of the fact we need it. We threw out our old furniture yesterday in anticipation of this new furniture. Lots of friends coming tomorrow.
2:03 pm
Bal,
Just discussing with a manager for you
2:03 pm
You
,Thank you
2:04 pm
Bal,
My manager will go to £49.99 to round the set up to £800 but we would not offer anything else I am afraid.
2:08 pm
Are you there Geoff?
2:08 pm
You
,yes typing
2:13 pm
Bal,
Its been over 5 mins since I received a response Geoff, I will have to end the chat if you are no longer connected?
2:13 pm
You
,wait - still typing
2:15 pm
,I'm sorry that is not acceptable for me especially after waiting an extra month for delivery. Our money was taking on the order date too. I find £49.99 insulting and I would be prepared to accept £100 which is very fair considering numerous damaged areas and a weave that looks wrong. Plus the delay of a month and hassle otherwise if we had to await replacement and be without any furniture in the meantime. If you are unable to over this then I will have to raise an official complaint and I would like to have the address of your head office please. How do you expect us to not use the furniture when it's my wife's birthday party tomorrow?
2:16 pm
Bal,
i am sorry i am not able to raise the offer to £100. The address to write in to for head office is Argos Direct, Acton Gate, Stafford ST18 9AR
2:16 pm
The telephone number for customer services in 0345 640 2020.
2:17 pm
You
,That's a shame. Thank you for the contact details. I will contact them now.
2:17 pm
Bal,
You are welcome.
Your chat transcript will be sent to xxxxxxxxxxxxx at the end of your chat.
2:17 pm
Bal,
At the end of this chat will be a short survey about me and my service to you. Please can you take a few seconds to rate our chat for me? I would be grateful of any feedback.
2:17 pm
Here is the survey now.