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Argos / Threatening delivery staff

1 England, Avon, United Kingdom Review updated:

Complaint sent to Argos sums it up:

I am writing to complain about the behaviour of your delivery drivers who today brought a new Servis washing machine to my home.
On page 1773 of the Spring/Summer 2008 Argos catalogue it states, under the section headed "Larger Items" :

"We'll deliver any item marked 'Home Delivery Only' to any room provided drivers do not feel there are any health and safety issues such as a staircase which is too narrow or there is a danger of damage to the customers [sic] property.
For all large kitchen appliances we will also unpack your appliance and take away all of the packaging for recycling."

The washing machine we bought was delivered to the kitchen, as requested, and my wife asked the men to unpack the machine and take away the packing as stated on page 1773 of the current catalogue, a request which they refused. My wife then stated that she would not sign the delivery docket unless the unpacking was completed, where upon the man stated he would take the machine back to the depot. At this point my wife asked them to wait whilst she phoned Argos customer services. At this point the men became aggressive and returned to their vehicle to bring back the equipment to return the machine to the truck. At this point my wife closed the door while she had chance to phone customer services.
When customer services reluctantly agreed to inform the drivers to remove the packaging, they were let back in and proceeded to do so.

I feel that this whole incident was regrettable and was only made worse by the two men being rude, threatening and intimidatory towards a woman alone in her own home with a small child.

Quite frankly I am disgusted, and have made notes to discontinue using Argos for any further purchases.

I await your reply to this matter, which I sincerely hope will include an apology for the shoddy treatment my wife has received at the hands of two rude and unpleasant men trying to intimidate her in her own home.

An
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Comments

  • Ro
      26th of Jan, 2009
    +1 Votes

    I work for Argos Direct as an agency driver and i would like to point out the following:

    It is reasonable to assume that this would reflect on Argos themselves as their delivery drivers wear an Argos/Homebase uniform and usually arrive in an Argos lorry, but the fact is that Argos do not employ the drivers.
    The drivers are employed in most cases by DHL in the case of two man crews and sometimes have an agency driver like myself with them. Other drivers work for HDN (Home Delivery Network) and are single crewed.

    The customer is correct that Argos delivery drivers are expected to unpack and remove all packaging from certain goods at the customers request but are not allowed to assemble or install or disassemble items, apart from fixing the feet/legs onto sofas etc.
    There are many reasons that this may have been refused, the main ones being for health and safety reasons, lack of space or the danger of damage to a customers property but i suspect that the main reason for their refusal was probably due to time constraints.
    Drivers have to stick to a tight schedule and have to try their best to reach all customers on time and there is no way to please everyone.
    Customers treat drivers in different ways and although the vast majority of customers are happy to receive their goods and treat the drivers with respect, there are others that are only too willing to treat the drivers like personal slaves and bark out orders like "you have to do it because it says so in the catalogue!"
    With that kind of attitude, the drivers can get a little peeved to say the least.
    That said, it would have made more sense to have unpacked the item as it would have taken them only around a minute or so as opposed to returning to the lorry to get a trolley and then going back to collect the item, returning to the lorry again and securing it.
    If the reason for refusal WAS due to time constraints, it cost them even more time and would have cost them money as any failed deliveries count against their bonus at the end of each month. All the drivers that i have worked with are decent, hardworking and courteous individuals who always do their utmost to ensure that customers receive the service that they expect. Hopefully, this was just a one-off incident and should not reflect on Argos in general or on the vast majority of drivers who do a very difficult job and sometimes have the odd off-day. I am in no way saying that it was the fault of the customer but, please remember that drivers also have the right to respect from customers and that a polite request and a smile helps to prevent these kinds of problems. And you never know, you may just get a smile back. I:-)

  • Sa
      8th of Sep, 2009
    -1 Votes

    Hi

    email:
    Sara weller, Managing director of argos

    Sara.weller@argos.co.uk shes the ceo, then it will be passed to her executive response team.

    thanks

    sam

  • Sh
      5th of Jun, 2014
    0 Votes

    I recently had a bad experience with Argos driver. I complained but Argos refused to update me with outcome of their investigation because of data protection act ! Rubbish excuse they just don't care. It is only a matter of time poor customer service will catch up with them...ask currying...

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