giving address for refund?

lindos90

bicycle_repair_man wrote: »

the shop I work for is going to introduce a new policy where they will refuse any refund if the customer refuses to provide their address, even for faulty items. anyone know if this is legal or not?

Thats exactly my query BRM, surely the policy of the shop should not 'trump' the law?

lindos90

Well what do you know, after my query on this thread, today i went to Asda and they asked me for my postcode..... and that was when I was BUYING items, not returning for a refund!!!

I dont shop at Asda that often as we dont have a local one, so I dont know how long this has been happening, and if its in all stores.

I asked the assistant why she needed it, and she said it was a survey to see how far customers travel to stores, I was quite annoyed that I had to give my details to buy something, and i was not the only one, I overheard another customer grumble, only the assistant explained to her that it was a system they have started to use against fraudulent transactions!

Good grief they will be wanting a urine sample next!!!:rotfl:

Bovey_2

On principle I choose not to furnish the retailer with my name and address. This usually ends up with either a stand up row with the store manager or most recently, I had to telephone Laura Ashley customer services whilst at the till and this whole experience took 50 minutes. It was disgraceful, I was made to feel as if I was in the wrong and I felt very uncomfortable. To me my personal information is private and I do not feel obliged to hand it over to obtain a refund or exchange. The reasons they gave were for security... and refund auditing, which I felt was plausible.

When questioned the manager about exactly what security they are trying to protect, she couldn't answer my question. Furthermore the staff stood indignant in front of me saying all retailers ask for a name and address. My response is just because everybody does it doesn't make it right. John Lewis don't do it and M&S don't do it either. It is completely my perogative not to furnish these companies with my private information. The receipt says upon proof of purchase (receipt) they will issue a refund. If they want my address they should stipulate it on their receipt.

It is my choice whom I tell my address, not only does it make me feel uncomfortable but this information is so valuable to companies, and I choose not to share it in order to avoid receiving unsolicited mail and marketing info.

Laura Ashley customer services said they just need a town to authorise the refund, which was fine. On the days that I do not want a row, I just provide a false address, which is something I don't like to do but a necessary evil to avoid confrontation.

It is a companies policy to ask for an address, not a legal obligation.

I hope more people refuse. It is absolutely right that they do.

eyeinthesky

Some of this will depend on the reason for the refund/exchange. If you have simply changed your mind, then the retailer does not have to comply. They can then put conditions on giving you a refund/ exchange. Bear in mind that they can get your address if you pay by card anyway. The info is used to monitor refunds and check if they are not legitimate. The firm I work for were ripped off to the tune of around £6k over 2 years by a member of staff doing fraudulent refunds.

sarahg1969

eyeinthesky wrote: »

Some of this will depend on the reason for the refund/exchange. If you have simply changed your mind, then the retailer does not have to comply. They can then put conditions on giving you a refund/ exchange. Bear in mind that they can get your address if you pay by card anyway. The info is used to monitor refunds and check if they are not legitimate. The firm I work for were ripped off to the tune of around £6k over 2 years by a member of staff doing fraudulent refunds.

If their conditions at the point of sale say that they will refund on returned items provided you have the receipt, then that's what they should do. They cannot add terms to the contract after the event.

vyle

Bovey wrote: »

On principle I choose not to furnish the retailer with my name and address. This usually ends up with either a stand up row with the store manager or most recently, I had to telephone Laura Ashley customer services whilst at the till and this whole experience took 50 minutes. It was disgraceful, I was made to feel as if I was in the wrong and I felt very uncomfortable. To me my personal information is private and I do not feel obliged to hand it over to obtain a refund or exchange. The reasons they gave were for security... and refund auditing, which I felt was plausible.

When questioned the manager about exactly what security they are trying to protect, she couldn't answer my question. Furthermore the staff stood indignant in front of me saying all retailers ask for a name and address. My response is just because everybody does it doesn't make it right. John Lewis don't do it and M&S don't do it either. It is completely my perogative not to furnish these companies with my private information. The receipt says upon proof of purchase (receipt) they will issue a refund. If they want my address they should stipulate it on their receipt.

It is my choice whom I tell my address, not only does it make me feel uncomfortable but this information is so valuable to companies, and I choose not to share it in order to avoid receiving unsolicited mail and marketing info.

Laura Ashley customer services said they just need a town to authorise the refund, which was fine. On the days that I do not want a row, I just provide a false address, which is something I don't like to do but a necessary evil to avoid confrontation.

It is a companies policy to ask for an address, not a legal obligation.

I hope more people refuse. It is absolutely right that they do.

So what do you do if you need something to be delivered?

ikati5

I agree that you some of our details should remain confidential, if you use a debit card instore, the receipt that they put in the till has your full debit card number on it, the copy you are given has only the last 4 digits. They have your name, if you give them your address what's left?

Your postcode and door number is the full address!

bluenoseam

Bovey wrote: »

On principle I choose not to furnish the retailer with my name and address. This usually ends up with either a stand up row with the store manager or most recently, I had to telephone Laura Ashley customer services whilst at the till and this whole experience took 50 minutes. It was disgraceful, I was made to feel as if I was in the wrong and I felt very uncomfortable. To me my personal information is private and I do not feel obliged to hand it over to obtain a refund or exchange. The reasons they gave were for security... and refund auditing, which I felt was plausible.

When questioned the manager about exactly what security they are trying to protect, she couldn't answer my question. Furthermore the staff stood indignant in front of me saying all retailers ask for a name and address. My response is just because everybody does it doesn't make it right. John Lewis don't do it and M&S don't do it either. It is completely my perogative not to furnish these companies with my private information. The receipt says upon proof of purchase (receipt) they will issue a refund. If they want my address they should stipulate it on their receipt.

It is my choice whom I tell my address, not only does it make me feel uncomfortable but this information is so valuable to companies, and I choose not to share it in order to avoid receiving unsolicited mail and marketing info.

Laura Ashley customer services said they just need a town to authorise the refund, which was fine. On the days that I do not want a row, I just provide a false address, which is something I don't like to do but a necessary evil to avoid confrontation.

It is a companies policy to ask for an address, not a legal obligation.

I hope more people refuse. It is absolutely right that they do.

i would refund you, then promptly tell you you were no longer welcome within the store & escort you out the shop.

wealdroam

Bovey wrote: »

On principle I choose not to furnish the retailer with my name and address. This usually ends up with either a stand up row with the store manager or most recently, I had to telephone Laura Ashley customer services whilst at the till and this whole experience took 50 minutes. It was disgraceful, I was made to feel as if I was in the wrong and I felt very uncomfortable. To me my personal information is private and I do not feel obliged to hand it over to obtain a refund or exchange. The reasons they gave were for security... and refund auditing, which I felt was plausible.

When questioned the manager about exactly what security they are trying to protect, she couldn't answer my question. Furthermore the staff stood indignant in front of me saying all retailers ask for a name and address. My response is just because everybody does it doesn't make it right. John Lewis don't do it and M&S don't do it either. It is completely my perogative not to furnish these companies with my private information. The receipt says upon proof of purchase (receipt) they will issue a refund. If they want my address they should stipulate it on their receipt.

It is my choice whom I tell my address, not only does it make me feel uncomfortable but this information is so valuable to companies, and I choose not to share it in order to avoid receiving unsolicited mail and marketing info.

Laura Ashley customer services said they just need a town to authorise the refund, which was fine. On the days that I do not want a row, I just provide a false address, which is something I don't like to do but a necessary evil to avoid confrontation.

It is a companies policy to ask for an address, not a legal obligation.

I hope more people refuse. It is absolutely right that they do.

Bovey, why have you bothered to waste all that energy on a three year old thread?

Dave_C_2

wealdroam wrote: »

Bovey, why have you bothered to waste all that energy on a three year old thread?

The title of this board is Praise, Vent & warnings let the OP get it off her/his chest.

Paid cash for a pair of shoes in Brantano and was asked for my postcode. When I asked they said it was so they could check how far I've travelled. For a change, I was quick off the mark and said "3 miles" and refused to give the postcode. The "3 miles" must have confused them as no more was said.

Dave