I Hate the Argos 100 Night Comfort Promise
We recently bought a mattress from Argos. It was a cheap rolled up Silent Night thing and it honks, a real room-permeating chemical smell that doesn't shift.
Luckily Argos offer a 100 night comfort promise where you can exchange the mattress for another of the same size. Easy. They promise that we will be comfortable.
The exchange process? Not so comfortable. Their phone support said they couldn't help as it was a click and collect order, and they instructed me to speak to the store where we collect. Now as I'm savvy to the bullshit of retailers, I went and spoke to them without the mattress in tow as I didn't want to look a total pillock carting a mattress through Sainsbury's.
Shock - the staff in store were mystified by this, said they couldn't take it in store, and told me to speak to the customer services number again, which I do. This time I'm told they'll arrange a collection and refund me. Ideal! I can order the new mattress to arrive before the mattress collection takes place so that we are never without a mattress.
Collection day arrives and no one comes to collect. I ring Customer Services again and I'm told Yodel tried to collect and were told there was nothing to retrieve.. bullshit. I've been about all day, and my neighbours would have told them to.. knock on my door?
I contacted Argos customer service again and they were quite pleasant and rearranged the collection again.. and once more, Yodel failed to collect. 'Could not access property'. Again I've been in all afternoon, and I know the road has always been clear and accessible as I've been doing chores in the garden with the entrance in sight.
So the mattress return has now become a saga. Something simple has become difficult through no fault of my own. With mattresses often sold compressed and rolled up, they really need to consider that some returns will be for click and collect orders that will need collection and have systems that make it easy for this to be sorted.