In June we had a house fire. One room was badly damaged, but the smoke was extensive and we lost all of our furniture and had to move out.
As the building work neared completion we placed an order with Argos for a bed and wardrobes for my four year-old son. Two days before the agreed delivery we were contacted to say the bed was no longer available. We were unable to find a similar bed, so cancelled the accompanying mattress.
I was also told that the wardrobes had been taken off the original order and would be delivered at a later date.
When I complained, I was offered some free clothes rails instead – which I refused as I didn’t feel this was sufficient. At this point I still assumed the wardrobes were being delivered on Monday.
I was then contacted by Argos to arrange a delivery date and was informed that I had declined the Monday delivery date. The whole thing has meant we will move back home later than we had hoped. RJ, Wallasey, Merseyside
After we got in touch with Argos, a customer service representative contacted you immediately and offered you a letter of apology and a £75 gift card. The company had replayed a transcript of the phone call in question and agreed that it, not you, was at fault.
It said: “Argos strives to offer great customer service and we sincerely apologise to RJ for the problems she has experienced with her order. We are very sorry that the bed she ordered became unavailable. The delivery date of her wardrobes was delayed due to a misunderstanding on our part, for which we also apologise. The wardrobes have now been delivered and we have contacted RJ to apologise and offer a goodwill gesture which the customer has accepted.”
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