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[Nickbat]

I know some people abuse the returns policies of retailers, but...

This morning, of behalf of a family member, I went out to buy a small, but specific, present for my son's birthday. I couldn't get it in the place I had expected and it seemed the only option left was a branch of a well-known toy retailer. Now, last week, I had heard some rumours about their refund policy, so when I entered the store I thought I'd check it out. At the service desk, I enquired whether the rumour I had heard was true, i.e. they had recently changed their policy. No, said the girl, we're just applying our policy more strictly. Only purchase of defective goods could be refunded. "OK", I said. "What if I buy a present which turns out to be duplicated?"

"We'd only refund at the manger's discretion", she said. "Here's the manager."

The young lady manager then reiterated the new stricter enforcement policy, but then added the killer line:

"We're trying to educate our customers"

Did she not realise how patronising that comment was? Her final statement was to the effect that even if they did accept a return, they would only issue a store credit note, not a refund.

Needless to say, I left without purchasing.

Big company, small-minded staff.

Got the present on the way home at Argos! Job done.

[Dishevelled Den]

Needless to say, I left without purchasing.

Splendid 8-) - therein rests the ultimate sanction.

[Sixstring]

they don't really want your money, then.....just to "educate" you in how you should spend it!

And, it seems, NOT in their store if their staff are all like that.

[TheBoy]

I can see it from the other side of the fence.  I think their policy is perfectly acceptable.  Admittedly, she could have explained it better, but the consumer does need educating - you'd be surprised at the number of people that believe its their statuory right to bring stuff bought in error back for a refund

[Nickbat]

I can see it from the other side of the fence.  I think their policy is perfectly acceptable.  Admittedly, she could have explained it better, but the consumer does need educating - you'd be surprised at the number of people that believe its their statuory right to bring stuff bought in error back for a refund

Yes, but the VAST majority of stores offer money-back guarantees these days. I don't think we're talking about legal rights, merely standard practice. Educating, in this instance, means educating the company's customers to its specific policy...but only after they have made a purchase in error. 

[Jinglemaster2]

I know of a certain individual  who used to return things that they didn't need anymore to a well known catalogue type shop. You know the crack - you need to put up a shelf, so you buy the most expensive and best drill they sell, use it, clean it and return it. Oh the fun.

But then they changed their policy too. Now you can only return stuff if it is faulty!

I think it is outrageous that you now have to buy the most expensive drill they sell, use it, take it apart and remove a wire. Re-assemble it and take it back because it stopped working for a refund.

No sense of humour some shops.

Toys-r-not-for-me have some funny policies don't they? like obstructing all the exit aisles with trolleys forcing everyone through one of teh 12 tills, oblivious to the major fire hazard they create by doing so. Of course, I point this out each time I see such things and am alsways told that they will 'move them out the way if there is a fire'. of course they will.Why would you run for your life when you can burn all the flesh off your hands trying to push moulten plastic and red hot steel?

 

[TheBoy]

I can see it from the other side of the fence.  I think their policy is perfectly acceptable.  Admittedly, she could have explained it better, but the consumer does need educating - you'd be surprised at the number of people that believe its their statuory right to bring stuff bought in error back for a refund

Yes, but the VAST majority of stores offer money-back guarantees these days. I don't think we're talking about legal rights, merely standard practice. Educating, in this instance, means educating the company's customers to its specific policy...but only after they have made a purchase in error. 

I think you will find its less and less now, and more and more are only offering vouchers, not money/card refunds.

[Nickbat]

I know of a certain individual  who used to return things that they didn't need anymore to a well known catalogue type shop. You know the crack - you need to put up a shelf, so you buy the most expensive and best drill they sell, use it, clean it and return it. Oh the fun.

But then they changed their policy too. Now you can only return stuff if it is faulty!

I think it is outrageous that you now have to buy the most expensive drill they sell, use it, take it apart and remove a wire. Re-assemble it and take it back because it stopped working for a refund.

No sense of humour some shops.

Toys-r-not-for-me have some funny policies don't they? like obstructing all the exit aisles with trolleys forcing everyone through one of teh 12 tills, oblivious to the major fire hazard they create by doing so. Of course, I point this out each time I see such things and am alsways told that they will 'move them out the way if there is a fire'. of course they will.Why would you run for your life when you can burn all the flesh off your hands trying to push moulten plastic and red hot steel?

 

Don't get me wrong, i think all shops and stores should be able to protect themselves against antics such as you describe. I would never expect a store to exchange an item unless:

a) It was purchased in error and remains packaged

b) It is faulty/not fit for purpose.

As for the fire-risk you talk about, it does make you wonder what planet these people are on. Do they not realise the danger in which they are putting the public?

[omegod]

If this is toys r us steer well clear, I bought all the stuff,cot,pram etc for my expected daughter but due to womens weirdnes and superstition we had to leave it in storage at the store until the baby was born.

I goes the store to collect it all when she was born to find they had sold my daughters cot to someone and did not have one for her......Chaos ensued, I can tell you!

[Nickbat]

If this is toys r us steer well clear, I bought all the stuff,cot,pram etc for my expected daughter but due to womens weirdnes and superstition we had to leave it in storage at the store until the baby was born.

I goes the store to collect it all when she was born to find they had sold my daughters cot to someone and did not have one for her......Chaos ensued, I can tell you!

You may think that, but I couldn't possibly comment.

[Danny]

attitudes of staff in some places range from fantastic, to unbelievably shockingly horrifying, there's nothing really that can be done there, as for returns policies:

any item returned for any other reason than a fault that is exchanged or refunded is as a goodwill gesture, but a customer is not legally entitled to a refund or even an exchange if it is bought in error, duplicated, or unwanted

faulty items do not legally have to be refunded immediately, unless 3 attempts to repair have failed, or unless it's a common problem that has led to a recall

clothing can only be returned for refunds if faulty as above, or if the store has no changing facility to try things on