Argos @ArgosHelpers Refused Exchange or Refund on dangerously faulty bed

[Chris34731]

Hi

 

We bought our two sons a high sleeper bed each, costing £600 we built them as per the instructions and all bolts were present and correct.

 

3 weeks ago i emailed Argos to make them aware that the beds have started to become us sturdy when the kids are in them Argos agreed to send a 3rd party out called Castleton.

 

So he turned up at 8:30am checked out the bed took photos of the beds and also agreed both beds were unsteady and not safe also the foot board which is joined to the bottom of the bed has snapped on the side when my 6 year old used it as a support to get into his bed this happened a few days ago

 

The guy from castleton agreed the beds were built correctly and all bolts were present and tight.

 

As he walked away he gave us the impression that this would go into our favour and Argos would exchange or refund the beds.

 

We purchased these on the Argos store card and have 150 left to pay on them.

 

I am so angry and annoyed seems argos doesn’t care.

 

Do we have any rights here as now my son is sleeping on his mattress due to the damaged bed.

Edited November 3, 2021 by Chris34731
SPELLING

[dx100uk]

What date did you purchase them?

 

Dx

[Chris34731]

We bought them in May this year 

 

If they refunded I'd only be looking for another bed from them anyway just feel ripped off 

[BankFodder]

My site team colleague asked you what date you purchased them.

You replied that you bought them in May – but that isn't a date.

My site team colleagues question is important because we want to know whether you bought them within the last six months.

Please can you address the question

[Chris34731]

Yes I bought them  middle of may 2021 so within 6 months 

Edited November 3, 2021 by Chris34731

[BankFodder]

Still not really a date is it – "the middle of…"

Anyway, it helps me to figure that you still may be within your six-month deadline.

In that case you should write them immediately – by email if you want but by a recorded delivery letter which references the email and put them on notice that you are asserting your rights under the Consumer Rights Act 2015 and that the item that you bought is defective and you are giving them a single opportunity to repair and that if they decline to repair or if the repair fails then you want a refund or a replacement at your own option.

Get the letter off straight away and come back here and confirm that it's done.

It would be helpful in future if you would respond to our questions precisely.

Thank you

[Chris34731]

OK will do that sorry for the lack of information thanks very much I'll write a letter up tonight and send it off 

[Chris34731]

Hi

 

They emailed me today with their response 

 

Quote

 

We have received your letter into the Argos Executive Office in regards to your home delivery order “”

 

As your case manager, your complaint has been passed back to myself to respond to.

 

Your complaint has reached the highest point of escalation and we do not hold a further process.

 

I understand your frustration relating to the faulty items and I am so sorry for the inconvenience caused to you and your family however, I can only reiterate my previous correspondence.

 

Should you dispute our findings, you are well within your rights to obtain your own independent report from a qualified professional detailing the cause and nature of the fault, if this shows a manufacturing defect we will look to a replacement or collection and refund.

 

Once again, I am so sorry for this. If you need any assistance in the future, please don’t hesitate to contact me

 

 

[BankFodder]

Send an SAR to Argos and also an SAR to Castleton. Get them off tomorrow.

Have you got photographs of the defects and of the broken part? Is it all fully documented?

You're going to have to issue a letter of claim and then issue a small claim in the County Court.

It will take up to 30 days to get the data that you need from Castleton and from Argos. I'm assuming that you don't have any other evidence that the inspector from Castleton agree that there was a fault. Is that correct?

[BankFodder]

By the way, what is the name of the person who signed off on this message?

[Chris34731]

Hi

 

thanks for the info the person from Castleton agreed the beds were faulty but unfortunately I have no evidence of this quick question what is SAR I tried to click the text on your reply but said something went wrong I’ll get right on this tonight and get the letters sent tomorrow 

 

I do have photos of the faulty part and the damaged bed 

 

thanks 

[BankFodder]

You can either send a letter of claim immediately – but my preference would be to send the SAR and then send a letter of claim was you had the evidence although that would mean a 30 day delay.

Of course it may be that the evidence is not forthcoming because they find some way to delay you or to refuse you – but we would have to deal with that when it comes to it.

I don't understand why the SAR link shouldn't work – subject access request

[Chris34731]

Thanks for your help and time 

 

some good information will work on this tonight and sent it tomorrow will update once I get the information or if any problems arise with them 

[dx100uk]

just a side issue...

 

did your hubby use the supplied tools to put the bed together or a battery driven screwdriver?