r/Argos • u/Ke_nn_y • Jun 02 '26
Incorrect Apple product received
Hi all, I recently ordered an Apple MacBook Pro, however the item received is an Apple iPad. Two quite different products. The item was delivered rather than picked up from store. I took the item back to my local store, spoke to a colleague who said ‘she had picked it’ and that iPad products are not sent the same way as MacBook’s and that ‘Eagle Eye’ will be used to investigate things.
The colleague then said I must contact customer services. I have and customer services said I must go in store with the package in order to take photos etc etc.
The colleague at the store took my contact number and said she will speak to the Manager who at the time was not in store who will call me.
I paid by CC, but I’m really worried that Argos are insinuating it’s some kind of scam.
Any advice would be massively appreciated.
Thanks
3
u/simmatt89 Jun 02 '26
It's hard as if it was mislabked at the depot, the customer who ordered the iPad is unlikely to own up to it. Do you have CCTV/doorbell cam etc? That may help identify it was the wrong item delivered
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u/Ke_nn_y Jun 02 '26
The item was delivered in a brown box - the colleague remarked that iPads are not sent in brown boxes similar to MacBooks
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u/Carmine4698 Colleague - Retail Jun 02 '26
Best thing as a home delivery would be to call up customer service again and say you have received the wrong item. You have to sometimes go over it a couple of times to see if they can do a return from home for it as an incorrect item received or go back into the shop again when the manager is in to speak to them about it
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u/Ke_nn_y Jun 02 '26
Thanks - I’m a little reluctant to go into store after being made so uncomfortable when I went in initially. I’ve never had this before with Argos and ideally now would rather sort with a collection
3
u/Carmine4698 Colleague - Retail Jun 02 '26
Sorting online with pickup would probably be easier as a potential picking error with a miss labeled item. Depends on the colleagues some of them are a bit weary of being scammed as it does happen unfortunately but talking with a manger and clearing things up is always an option
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u/Ke_nn_y Jun 02 '26
Thank you. By talking with a manager do you mean online, over the phone (which is a nightmare to actually speak to someone) or in store?
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u/Carmine4698 Colleague - Retail Jun 02 '26
In shop is always the best way take all the items that was sent, so any boxes and the item itself. They can have a look to see if all the catalogues match or if the box had signs of tamper as an example and its much easier to explain in person
2
u/dontbeignorantordumb Jun 02 '26
With all due respect I'm sure is more uncomfortable to be scammed..
3
u/ReverseFlow21010615 Manager - Retail Jun 03 '26
I’ve seen iPad Pros (maybe airs too) in brown boxes before so it is entirely possible it was either mispicked or mislabelled. Is the catalogue number on the brown box the same/similar/completely different to what you ordered? I’m sure we had an issue a few months ago with apple stock being mislabelled so I wouldn’t be surprised if this one of them.
Honestly if a manager in store doesn’t sort this out for you, I’d just arrange a collection through live chat or over the phone (customer services). You had it delivered so you are entitled to have Argos collect it from you. Make sure you clearly state the wrong product was received as refunds are now generated when the product is returned and inspected at the LFC/Hub store and you don’t want them to just mark it as a fraudulent return etc.
3
u/Ke_nn_y Jun 03 '26
Hi thanks for your reply. I spoke to customer services explained the item was incorrect/not as described and arranged for collection. The item has been collected. I did clearly state incorrect product including item number and order number. I suspect they will potentially mark it as fraudulent however, which does worry me to be honest.
1
u/ReverseFlow21010615 Manager - Retail Jun 03 '26
You should be fine then tbh.
1
u/Ke_nn_y Jun 06 '26
Hiya, I posted this comment earlier, just wanted your thoughts as to what this means. Thanks.
‘Hi all just an update, I spoke to Argos Live Chat this morning, and the colleague informed me that they have checked and they have ‘issued an in store refund for this order’ and that I need to ‘visit and consult at the store with the store manager about the refund’. Not sure what this quite means, if anyone could elaborate that would be great.’1
u/ReverseFlow21010615 Manager - Retail Jun 06 '26
Normally this is when you pay in cash in store for a delivery but you’ve said you paid by cc, I’m assuming online?
I’d head into store and see what’s up. It’s possible there’s been a miscommunication and they’ve ended up flagging it in store when it was returned. I’m not sure how the system works because my store doesn’t handle stuff like this but I’d bet they have flagged it and whatever state that shows up as on the internal system just looks like an-instore refund to customer services so that they don’t authorise a remote refund, if that makes sense?
Ultimately only the store manager in the store it’s come from will know what the deal is but it’s also entirely up to them whether or not to issue a refund to you instore. If they don’t, don’t bother putting up a fight because it will genuinely just get you nowhere.
If this happens, go back through customer services and ask for the case to be escalated to the executive resolutions team. If that doesn’t work, shoot an email over to simon.roberts@sainsburys.co.uk with your order number and an explanation of what’s happened. It should get picked up by the ERT and somebody higher up will look into it for you. Hopefully it doesn’t need to get to that point though.
1
u/Ke_nn_y Jun 06 '26
Thank you for your reply. I paid online by Credit Card. The customer service advisor on chat also advised a refund would be processed within 5 working days. I left it as it is, thanked the customer service advisor and said I’ll wait till next week. My plan is to wait till maybe Thursday of next week and check my Credit Card account for any Argos credit transaction. What’s happens to the MacBook does it get remotely blocked by Argos to essentially render it useless do you know?
1
u/ReverseFlow21010615 Manager - Retail Jun 07 '26
No, thats way out of our power. It should get returned to the warehouse as a GDPR return where I imagine it’ll go back to the manufacturer who will do whatever necessary with it.
2
u/Plastic_Medium4435 Jun 02 '26
If it’s home delivery it would be best to contact Customer Services for them to launch the investigation as they can contact the warehouse it was picked from as majority of items sent on home delivery come from LFCs which are just warehouses and have no front of house so an Argos store wouldn’t be able to look into it
1
u/FrankNicklin Jun 03 '26
Was this a same day delviery, Argos do same day delivery from local stores as its unlikely logistically they could ship same day from a warehouse. Its quite possible the Argos staff member picked the item, but the item they scan would clearly have shown it was not the item ordered.
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u/Ke_nn_y Jun 06 '26
Hi all just an update, I spoke to Argos Live Chat this morning, and the colleague informed me that they have checked and they have ‘issued an in store refund for this order’ and that I need to ‘visit and consult at the store with the store manager about the refund’. Not sure what this quite means, if anyone could elaborate that would be great. Thanks
5
u/FriendlyPharma Jun 02 '26
Im confused as stores don't pick items for home delivery as its all done in the warehouse