Argos

November 4th, 2017 | Posted by Kevin Wright in Rants - (Comments Off)
Some people seem to have taken my comments that I will not be buying an iPhone X at all to mean that I won’t actually be getting one. Of course that is not what I meant at all, and am pleased to say I now have one on order ????

Now, when I say “on order”, well…lets just say I am currently pretty amazed at the way +Argos operates in the UK. Let me explain, and you may want to make a cup of tea first. LONG POST!

So, I was far too casual on pre order day, it was almost like I believed I was not going to order one! Having said that I was on PC and Apple Store app at 7.58am, but sadly the store did not come up for me until 8:06am, by which time delivery was 3 weeks away. I could have reserved for pickup in Norwich for launch day, but that would have been near impossible to work out.

So, OK I thought, just get one from John Lewis on the 3rd right?

Well again, 8am, they changed from out of stock to available, and I tried to order one……tried again……and again……basically the website just failed, hey +John Lewis maybe you should try Squarespace?

I had the +Argos app open, and suddenly, I have my lovely iPhone 256GB SG in the checkout and a confirmation on screen. Look, it says right there, “our trusty courier” (err, it turns out its Yodel) will be with you on Sat. Its a receipt right, so deal done right? Hrmm, read on.

So, happy that is sorted, I get on with my day. I did tell my co-workers that I would only believe it when I saw the despatch notice though.

About 2.30pm I get the following email that I was kinda expecting for some reason.

“Hi, thanks for your iPhone X order this morning, order no AD104591507

We are currently waiting on your new phone to arrive. Although the website stated that it would be delivered within 2 days, the delivery will take place as soon as possible between 8th and 24th November.

We’re really sorry for any inconvenience but will keep you updated on progress. If you want to change your order, please call us on 0345 640 2020

Regards

Argos”

Not overly pleased I checked my order status online several times, and was wondering if the delay email was a mistake, supposed to be sent to people who missed the stock, after all, I have a receipt and everything…..

I decided to go onto Argos chat at about 5.30pm, mostly to cancel, but had an odd exchange. The chat transcript feature did not work so I videoed the screen but I don’t think i can upload here, so basically it went,

ME: Am I getting order ADxxxxxx tomorrow or not.

Argos: “Yes I can confirm this will be delivered tomorrow”

ME: “Are you sure as I got an email saying it will be delayed till the 8th-24th, WTF is going on”

Argos: “Yes, I can confirm on your order it is out for delivery tomorrow”.

ME: “Can you tell me which courier and send me tracking number please” (This will stump em!)

Argos: “It is Yodel, but number will not be available until tomorrow” (hah, likely story I think, while also thinking OMG not Yodel please, anyone but them)

ME: Great news (yeah right!)

So I keep looking at the Order status on the Argos website, the bit where it says you can cancel (you can’t) and check orders. For most of the day, up until at least 8pm, had the message in the photo below confirming a Sat 4th delivery.

So I went to bed without much hope this was true, but you know, a little spark of hope was burning :-)

Apple started taking reservations again at 6am this morning, and I woke up at exactly 6am spookily, without any alarm, and dived into the app. No 256GB were available “locally” (100 mile not pleasant round trip), but they had some 64GB ones. I just feel that if you are gonna spend £999 you may as well got the whole hog, and anyway, in the Apple app it actually shows you that the current iPhone in your hand is 128GB so it is basically trolling at this point!

So I go back on chat with Argos, and am staggered by the exchange. Take a look. (Was pretty amazed, when the tracking number actually came back!!!)

—————

Richard (09:51:40 GMT) : Hi, welcome to Argos live chat, you are chatting to Richard can I help you today?

Visitor (09:52:25 GMT) : Yes, can I please have my tracking number for order ADXXXX-XXXX-07

Visitor (09:52:51 GMT) : I was told yesterday it was Yodel and I want to call them to see what time it might arrive.

Richard (09:53:07 GMT) : Can you just confirm your name and address for me please?

Visitor (09:53:39 GMT) : Sure, Kevin Wright, …….
Richard (09:53:50 GMT) : Thank you. One moment.
Richard (09:54:25 GMT) : Your Yodel tracking ID is:
JDXXXX-XXXX-XXXX-0344

Visitor (09:56:15 GMT) : Checked it and it just says your parcel will be with us soon. I sincerely hope I was not lied to yesterday about this?

Richard (09:58:04 GMT) : What were you advised?

Visitor (09:58:40 GMT) : That it would arrive today. I asked if they were sure and was told yes.
Visitor (09:59:01 GMT) : I have this with proof on a Chat transcript.
Visitor (09:59:47 GMT) : My online order was showing today delivery when I went to bed last night.

Richard (10:00:53 GMT) : Your order is showing as dispatched, with a delivery date of 4/11 (today).
Visitor (10:01:10 GMT) : Not on the Yodel site it is not!
Visitor (10:01:19 GMT) : Can I send you a screenshot?
Visitor (10:02:27 GMT) : And my order status now says “Sit tight”/
Visitor (10:02:39 GMT) : What the hell is going on over there!
Visitor (10:05:03 GMT) : Hello?

Richard (10:05:07 GMT) : I am unable to do this i’m afraid. Our systems are showing the item is dispatched, which means the item is in transit to Yodel. Once Yodel have received the order and scanned it in to their system, the tracking page will be updated to reflect this.

Visitor (10:05:46 GMT) : Why does my order status with you say “Sit tight we are processing your order” and not despatched then?

Richard (10:07:42 GMT) : This would change once Yodel have received the order.

Visitor (10:08:32 GMT) : How can they deliver it today if they have not received it yet? Are you not worried that an £1150 item is lost somewhere?????

Visitor (10:10:33 GMT) : Can you please have a Manager call me on 0XXXX-XXXX-9477 so we can get this sorted out.

Richard (10:10:56 GMT) : The order hasn’t been lost, it is in transit from Argos to Yodel. It is an all day time slot, which means your order can be delivered to 9pm this evening.
Richard (10:11:19 GMT) : One moment please.

Visitor (10:11:32 GMT) : Wow! So you are still saying I will get it today?

Richard (10:13:33 GMT) : That is correct. I do apologise for any inconvenience or confusion this has caused.

Visitor (10:14:14 GMT) : OK, well I guess that is fine then. Am very surprised this is the way it works, but OK, you guys know best. Thanks.

Richard (10:15:10 GMT) : Your welcome. Would you still like a manager to contact you in regards to this matter?

Visitor (10:15:38 GMT) : No need if it is definitely arriving today.

Richard (10:16:25 GMT) : No problem. At the end of this chat a short survey will appear for your feedback on our chat today. I would appreciate your feedback.

————–

Now of course, I am not stupid, (OK, OK settle down) and I know there is no bloody way this is turning up anytime soon, but how can an organisation like +Argos owned by +Sainsbury’s behave in such a way? Is it blatant lying, or simply gross incompetence?

So, assuming +Argos are reading this, can you contact me please, as your terrible website also lies about the ability to cancel an order online.

QUICK UPDATE: As if I thought different, Yodel confirmed no parcel received, just data!!!

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04/11/2017
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