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A Quick Help Guide to Boxing Day Returns...
djb215
Posts: 412 Forumite
Hi everyone,
I will be working in my store on the Customer Services Desk (eeek!) i.e. Returns, Refunds and Exchanges on Boxing Day.
Based on past experiences, returns on Boxing Day can be quite hectic, so I'm going to post some (hopefully helpful!) tips on how to make the experience as smooth as possible!!
DISCLAIMER - this quick guide is based on my personal experiences as a customer advisor at Argos, and does not represent the views of any stores or people who work for Argos or Home Retail Group.
Non-faulty returns with the receipt
Firstly, if the item isn't damaged and is just unwanted, wrong size, unsuitable etc. then you have a number of options. If you have the receipt, provided that the item being returned is not exempt from the 30 day money back guarantee, you can return the item for a refund (via the same method it was paid for) or you can exchange it - for example if you paid £39.29 on debit card you can obtain a full refund onto THE SAME CARD that it was purchased on, or you can opt for gift vouchers if you do not have the same card.
If you paid for your item using Nectar Points, Post Office Club, Gift Vouchers, High Street Vouchers (a.k.a Love2Shop), Provident Vouchers, Bonus Bonds or Capital Bonds, these can only be refunded onto Argos Gift Cards. If you paid in cash, you can get a refund in cash.
If you had the item home delivered just pop in with your receipt, email confirmation or your order number. If the refund amount is more than £70 cash you will need a proof of identity with you.
Non-faulty returns with no receipt
If it was home delivered and you do not have the receipt read the paragraph above.
If you do not have the receipt, but it is identifiable as an Argos product (this means that it has a 7 digit catalogue number somewhere on the packaging, e.g. ###/#### or ###-####) don't worry, there are a number of options available. By default you can receive a refund onto an Argos Gift Card for the price the item was set on 25/12/2008; if you are unhappy with this (i.e. you believe you paid more for the item) you should return with the receipt/a proof of purchase for the price paid. If the product cannot be identified as an Argos product, the advisor may ask you to return with a proof of purchase.
If the product is expensive and you are returning without a receipt, the manager/advisor may ask you to come back with a more firm proof of purchase such as a bank statement or indeed the receipt - this is because a few people may try to abuse the 30 day return policy by returning very expensive items beyond the return date (e.g. if they bought the item in August).
In both cases, if you had the item(s) home delivered you will not receive a refund on the delivery charge because it is a service that has been used.
Condition of returned items
Bear in mind that all products will be inspected upon return, and if the advisor is not satisfied with the condition of the item or the packaging they can refuse a refund and may ask you to come back when you have suitably re-arranged it to make it re-saleable - this is not the job of store staff, this is responsibility of the customer.
You must also return any free items or items received at a reduced price that you received with the item you are returning.
This also includes the free gift cards which may have been received when you spent £50 get £5, £100 get £10 etc.
Excluded from the 30-day money back guarantee
If an item is excluded from the 30-day money back guarantee, it means that it cannot be returned unless it is faulty. This does not affect your statutory rights.
Examples include earrings, which for health and hygiene reasons cannot be returned because there is no way to identify if they have been worn, hence been in contact with the earlobe.
There MAY be some leniency with sealed software such as games for DS, Wii etc, or any products such as electric toothbrushes which are still sealed. This is up to the discretion of the advisor and duty manager who may allow a refund, gift card/exchange only or even to refuse.
Mobile phones, digital cameras, games consoles and digital photo frames are up to the discretion of the duty manager, EVEN if they are sealed.
Gift cards are also non-returnable.
Not long to go!
Faulty items
With the receipt, within 30 days
The store will probably replace it for you, or you can opt for a refund/exchange.
With receipt, after 30 days
By default, the item will be sent off to be repaired. If it cannot be repaired it will be replaced with the same item, or you can opt for an exchange for a similar item. Any refunds in this case or replacement instead of repair is at the discretion of the duty manager.
No receipt/No proof of purchase
This can vary greatly.
In this case, the advisor can ask for a proof of purchase with a date of purchase shown, as the catalogue number on the box is not a firm proof of purchase, and its use is up to the discretion of the store.
The advisor/duty manager may authorise a repair or a replacement of the item, but if this occurs without a proof of purchase it is a gesture of goodwill.
Should they refuse and ask you to return with a proof of purchase, you still have some options. Ideally, try and obtain the receipt or a bank statement with the date of purchase.
If you still have the "picking ticket" (the small piece of paper attached with coloured tape to the item when it reaches the collection desk) the advisor may be able to trace the transaction, but for this to happen you will need to go to the store that it was purchased from.
If you have the card that the item was paid on, the advisor can telephone our store support and try to trace the transaction, but this is not always guaranteed.
When you are returning ANY faulty items, please be ready to explain the fault other than "it doesn't work" or "it won't switch on", we need to know when it first occurred, what happens when it occurs etc. You don't need to return the box that the item came in, but you need to return all the parts that came with it, such as remote controls, plugs, leads etc.
If at any time the advisor suspects that the item has been misused or has been accidentally damaged then they can pass the decision on to the duty manager.
SOME FINAL QUICK TIPS!
Ideally when you arrive in store, have the receipt ready with the item and your purse/wallet/card ready so as to not hold up the queue.
Please also be aware that queues and waiting times may be slightly longer than normal because of many people wanting to make a return like yourself!
If you want to exchange the item for something else in store, why not have a quick look in the in store browsers before queueing up, and make a note of the catalogue number so that the advisor can simply exchange the item for you
Please also wait until you are called forward by the member of staff serving, as due to health and safety regulations we have to keep our working area clutter-free, which may mean leaving the desk for a moment to move the returned items to one side.
If you are not sure where to go when you enter the store, here's a tip. Most stores have a designated Customer Services desk which should be signed as such and it may be next to the main tills or the collection desk which is designed to deal with refunds and exchanges, the main tills are not. Some smaller stores, however, may deal with their returns on the main tills. If you are not sure, ask a member of staff on the shop floor or the collection desk, they will point you in the right direction! If you are paying for items, stock reservations, want to view an item before buying, want to order for home delivery or check stock at another store for an item, these can all be done from the main tills, so you won't have to queue up (hopefully!) for ages on the returns desk.
I hope you are all having a wonderful Christmas (or similar holiday!), and good luck in the New Year Sales! :beer:
I will be working in my store on the Customer Services Desk (eeek!) i.e. Returns, Refunds and Exchanges on Boxing Day.
Based on past experiences, returns on Boxing Day can be quite hectic, so I'm going to post some (hopefully helpful!) tips on how to make the experience as smooth as possible!!
DISCLAIMER - this quick guide is based on my personal experiences as a customer advisor at Argos, and does not represent the views of any stores or people who work for Argos or Home Retail Group.
Non-faulty returns with the receipt
Firstly, if the item isn't damaged and is just unwanted, wrong size, unsuitable etc. then you have a number of options. If you have the receipt, provided that the item being returned is not exempt from the 30 day money back guarantee, you can return the item for a refund (via the same method it was paid for) or you can exchange it - for example if you paid £39.29 on debit card you can obtain a full refund onto THE SAME CARD that it was purchased on, or you can opt for gift vouchers if you do not have the same card.
If you paid for your item using Nectar Points, Post Office Club, Gift Vouchers, High Street Vouchers (a.k.a Love2Shop), Provident Vouchers, Bonus Bonds or Capital Bonds, these can only be refunded onto Argos Gift Cards. If you paid in cash, you can get a refund in cash.
If you had the item home delivered just pop in with your receipt, email confirmation or your order number. If the refund amount is more than £70 cash you will need a proof of identity with you.
Non-faulty returns with no receipt
If it was home delivered and you do not have the receipt read the paragraph above.
If you do not have the receipt, but it is identifiable as an Argos product (this means that it has a 7 digit catalogue number somewhere on the packaging, e.g. ###/#### or ###-####) don't worry, there are a number of options available. By default you can receive a refund onto an Argos Gift Card for the price the item was set on 25/12/2008; if you are unhappy with this (i.e. you believe you paid more for the item) you should return with the receipt/a proof of purchase for the price paid. If the product cannot be identified as an Argos product, the advisor may ask you to return with a proof of purchase.
If the product is expensive and you are returning without a receipt, the manager/advisor may ask you to come back with a more firm proof of purchase such as a bank statement or indeed the receipt - this is because a few people may try to abuse the 30 day return policy by returning very expensive items beyond the return date (e.g. if they bought the item in August).
In both cases, if you had the item(s) home delivered you will not receive a refund on the delivery charge because it is a service that has been used.
Condition of returned items
Bear in mind that all products will be inspected upon return, and if the advisor is not satisfied with the condition of the item or the packaging they can refuse a refund and may ask you to come back when you have suitably re-arranged it to make it re-saleable - this is not the job of store staff, this is responsibility of the customer.
You must also return any free items or items received at a reduced price that you received with the item you are returning.
This also includes the free gift cards which may have been received when you spent £50 get £5, £100 get £10 etc.
Excluded from the 30-day money back guarantee
If an item is excluded from the 30-day money back guarantee, it means that it cannot be returned unless it is faulty. This does not affect your statutory rights.
Examples include earrings, which for health and hygiene reasons cannot be returned because there is no way to identify if they have been worn, hence been in contact with the earlobe.
There MAY be some leniency with sealed software such as games for DS, Wii etc, or any products such as electric toothbrushes which are still sealed. This is up to the discretion of the advisor and duty manager who may allow a refund, gift card/exchange only or even to refuse.
Mobile phones, digital cameras, games consoles and digital photo frames are up to the discretion of the duty manager, EVEN if they are sealed.
Gift cards are also non-returnable.
Not long to go!Faulty items
With the receipt, within 30 days
The store will probably replace it for you, or you can opt for a refund/exchange.
With receipt, after 30 days
By default, the item will be sent off to be repaired. If it cannot be repaired it will be replaced with the same item, or you can opt for an exchange for a similar item. Any refunds in this case or replacement instead of repair is at the discretion of the duty manager.
No receipt/No proof of purchase
This can vary greatly.
In this case, the advisor can ask for a proof of purchase with a date of purchase shown, as the catalogue number on the box is not a firm proof of purchase, and its use is up to the discretion of the store.
The advisor/duty manager may authorise a repair or a replacement of the item, but if this occurs without a proof of purchase it is a gesture of goodwill.
Should they refuse and ask you to return with a proof of purchase, you still have some options. Ideally, try and obtain the receipt or a bank statement with the date of purchase.
If you still have the "picking ticket" (the small piece of paper attached with coloured tape to the item when it reaches the collection desk) the advisor may be able to trace the transaction, but for this to happen you will need to go to the store that it was purchased from.
If you have the card that the item was paid on, the advisor can telephone our store support and try to trace the transaction, but this is not always guaranteed.
When you are returning ANY faulty items, please be ready to explain the fault other than "it doesn't work" or "it won't switch on", we need to know when it first occurred, what happens when it occurs etc. You don't need to return the box that the item came in, but you need to return all the parts that came with it, such as remote controls, plugs, leads etc.
If at any time the advisor suspects that the item has been misused or has been accidentally damaged then they can pass the decision on to the duty manager.
SOME FINAL QUICK TIPS!
Ideally when you arrive in store, have the receipt ready with the item and your purse/wallet/card ready so as to not hold up the queue.
Please also be aware that queues and waiting times may be slightly longer than normal because of many people wanting to make a return like yourself!
If you want to exchange the item for something else in store, why not have a quick look in the in store browsers before queueing up, and make a note of the catalogue number so that the advisor can simply exchange the item for you
Please also wait until you are called forward by the member of staff serving, as due to health and safety regulations we have to keep our working area clutter-free, which may mean leaving the desk for a moment to move the returned items to one side.
If you are not sure where to go when you enter the store, here's a tip. Most stores have a designated Customer Services desk which should be signed as such and it may be next to the main tills or the collection desk which is designed to deal with refunds and exchanges, the main tills are not. Some smaller stores, however, may deal with their returns on the main tills. If you are not sure, ask a member of staff on the shop floor or the collection desk, they will point you in the right direction! If you are paying for items, stock reservations, want to view an item before buying, want to order for home delivery or check stock at another store for an item, these can all be done from the main tills, so you won't have to queue up (hopefully!) for ages on the returns desk.
I hope you are all having a wonderful Christmas (or similar holiday!), and good luck in the New Year Sales! :beer:
[DISCLAIMER: Any posts made by myself are my opinions and do not represent my employer]
God put me on Earth to acomplish a certain number of things.
Right now I am so far behind I will probably never be allowed to die!
God put me on Earth to acomplish a certain number of things.
Right now I am so far behind I will probably never be allowed to die!
0
Comments
-
Update!
Been to work, done the returns, some minor changes.
None faulty without the receipt
You will be refunded at the price the item was on 25th December onto a gift card.
Faulty without a proof of purchase
Is up to the discretion of the store. If it has an Argos catalogue number/the original box you will have some more proof to work with, but ideally you should have some proof of purchase other than the catalogue number.
Happy shopping![DISCLAIMER: Any posts made by myself are my opinions and do not represent my employer]
God put me on Earth to acomplish a certain number of things.
Right now I am so far behind I will probably never be allowed to die!0 -
Didn't have much hope of getting any help tonight but fingers crossed you might be able to help advise me. Decided to buy my old Mum a new TV with built in freeview. Found just the set we wanted in Argos and bought it back in November. Gave Mum her present yesterday and she loved it. We took it down to her place late this afternoon and my husband set it up for her. It looks great but MAJOR problem she can't hear it clearly even with the sound up full blast. She wears a hearing aid but could see by her face she was straining to hear it. The set isn't faulty it's just her hearing that's a problem. With her old TV she's got a freeview settop box and that boosts the volume for her. Never thought she would have a problem with the sound. Didn't know if Argos were open today but it would have been too late in the day to get there. Checked my receipt when we got home and according to my calculations the 30 days expired today. Is there any hope of getting a refund or are we stuck with a TV we don't need? Me and my clever ideas. Wish I hadn't bothered. Would much appreciate your advice.0
-
Are customer services still open you could ring them asap.0
-
Update!
Been to work, done the returns, some minor changes.
None faulty without the receipt
You will be refunded at the price the item was on 25th December onto a gift card.
Faulty without a proof of purchase
Is up to the discretion of the store. If it has an Argos catalogue number/the original box you will have some more proof to work with, but ideally you should have some proof of purchase other than the catalogue number.
Happy shopping!
well I was given lowest possible price today and had to stand my ground to get a refund on to a gift voucher - cs said because the box did not have the argos code still stuck to it they wouldn't refund had to kick up a fuss. Carp customer service from Argos as usual.0 -
Hi djb215....can you advise what happens about the argos £5/£10 gift cards if I paid for an item in part with one of those? I have the receipt and paid 80% of the cost on a credit card, but the rest with the vouchers I'd got from a previous purchase.
Much appreciated.
S130 -
Francesanne wrote: »Didn't have much hope of getting any help tonight but fingers crossed you might be able to help advise me. Decided to buy my old Mum a new TV with built in freeview. Found just the set we wanted in Argos and bought it back in November. Gave Mum her present yesterday and she loved it. We took it down to her place late this afternoon and my husband set it up for her. It looks great but MAJOR problem she can't hear it clearly even with the sound up full blast. She wears a hearing aid but could see by her face she was straining to hear it. The set isn't faulty it's just her hearing that's a problem. With her old TV she's got a freeview settop box and that boosts the volume for her. Never thought she would have a problem with the sound. Didn't know if Argos were open today but it would have been too late in the day to get there. Checked my receipt when we got home and according to my calculations the 30 days expired today. Is there any hope of getting a refund or are we stuck with a TV we don't need? Me and my clever ideas. Wish I hadn't bothered. Would much appreciate your advice.
Hi, try fetching it back tommorow with the receipt, just tell them it was an unwanted Christmas gift, as long as it is packaged up perfectly things should be OK, there's a bit more flexibility with the 30 day money back guarantee over Christmas. Best wishes.[DISCLAIMER: Any posts made by myself are my opinions and do not represent my employer]
God put me on Earth to acomplish a certain number of things.
Right now I am so far behind I will probably never be allowed to die!0 -
well I was given lowest possible price today and had to stand my ground to get a refund on to a gift voucher - cs said because the box did not have the argos code still stuck to it they wouldn't refund had to kick up a fuss. Carp customer service from Argos as usual.
Far from it. It needs to have the Argos catalogue number on it, EVEN if you have the receipt because we get people returning stock from other stores with photocopied receipts, i.e. with Woolies closing down and not offering any refunds for none faulty items you get the few trying it on.[DISCLAIMER: Any posts made by myself are my opinions and do not represent my employer]
God put me on Earth to acomplish a certain number of things.
Right now I am so far behind I will probably never be allowed to die!0 -
Hi djb215....can you advise what happens about the argos £5/£10 gift cards if I paid for an item in part with one of those? I have the receipt and paid 80% of the cost on a credit card, but the rest with the vouchers I'd got from a previous purchase.
Much appreciated.
S13
Hi
You will get the amount paid on a gift card back onto a gift card, regardless if it was a gift voucher that was bought for you or a free gift card.
I.e. the cost of the item was £44.27, paid with a £10 gift card, a £5 gift card and the rest on card, the breakdown would be:
£15 gift card
£29.27 back on to your card
OR you can opt to have the whole amount on a gift card.
Best wishes.[DISCLAIMER: Any posts made by myself are my opinions and do not represent my employer]
God put me on Earth to acomplish a certain number of things.
Right now I am so far behind I will probably never be allowed to die!0 -
Far from it. It needs to have the Argos catalogue number on it, EVEN if you have the receipt because we get people returning stock from other stores with photocopied receipts, i.e. with Woolies closing down and not offering any refunds for none faulty items you get the few trying it on.
does not state this in Argos terms and conditions.0 -
well I was given lowest possible price today and had to stand my ground to get a refund on to a gift voucher - cs said because the box did not have the argos code still stuck to it they wouldn't refund had to kick up a fuss. Carp customer service from Argos as usual.
This was a non faulty item that you were returning without the receipt?0
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