river island refund

hulagirl79

Hi if this is in the wrong place feel free to move it.

I went shopping on saturday to river island [not my usual store but one about 50 mile round trip] we went to a big shopping centre.
Yesterday i put all the item's away and looking at the reciept and have noticed i have been charged twice for the same item [same item code, same price], i could not get through to c/s yesterday so i phoned them first thing today[mon] and was told i could take the reciept to my local store and they would sort it out.

So i then phone up my local store to double check this was correct, the manager said that the c/s people are wrong and i have to take the reciept back to the shop where i bought it, so i then phoned up c/s they said nothing they can do as it is down to the manager.

Is this correct? Do i have to go back to the store where the item was purchased?
Any help would be appricated.
Thanks

sophisticated.

You have to go back to the store you purchased it from so that they can check on the CCTV cameras that you only purchased one of the item that they scanned twice. (I used to work in River Island).

Nessa

Had this happen in Woolies the other day, as a rule of thumb I always check my receipt before I leave the store as this sort of thing can be such a pain. Hope you manage to get your refund

hulagirl79

Hi
Thanks for your replies
Normally i would check reciept's but i did spend £150 in store and it was busy, my fault i know.

Lucyxx

I think the local store don't want to do it as they would then be in affect doing a refund for an item they then didn't have and when it comes round to doing an audit and all their stock gets beeped it will flag up on the loss list (the system will recognise it as stolen as it will think it has one extra of that item, but it isn't actually there etc) and the loss will go against the store even though it wasn't their fault. I know that doesn't help in getting your money back, but just offereing an explanation as to why the local store don't want to do it!

Don't go thinking it was your fault, it's just one of those things, occasionally an over zealous till zapper thing beeps something twice, and when someone is buying a lot and it's busy it's a bit harder to notice, both on the part of the customer and sales assistant.

Would CS give a compromise and send you gift vouchers to the value? if you were happy with that do you think? perhaps give them a call again and say the manager of the local store isn't budging and it's not worth you going on a 50 mile round trip for a refund for something that wasn't your fault?
Good Luck xx

jenniewb

It would have to be the store you bought it from re:refund for the simle reason that if everyone had this happen to them and went back to a local store insted of the actual store, its the local store who would show up as "not making their targets" (RI are very target based- I used to work there not so long ago). Stores will fight tooth and nail to make their targets so don't like giving refunds -hence why they will try hard to get you to exchange insted!
Also, if its a mistake, in reality, it should be the same store that you get the money back from rather then the local store that pays for the original stores mistake (it will show in thier profits, I know its only one item etc, but its the theory rather then the actual example I am talking about here).

But at the end of the day, yes you should get a refund and it should not be hard, at worst you may have to wait while the manager wades through the CCTV (not hard if you have the reciept as the time and date will be on the card) but its staff time away from the shop so they may not even do this if the price is fairly low) at the end of the day, with most big retailers, they still work (to their detrement sometimes) on the premise that the customer is always right.

Ems*Honie

I would phone the store you shopped at and enquire if you can send a scan or fax of the reciept to them, I know my local Next store would accept this instead of you making a lond trip to show them in person.

carolineb23

Lucyxx wrote: »

I think the local store don't want to do it as they would then be in affect doing a refund for an item they then didn't have and when it comes round to doing an audit and all their stock gets beeped it will flag up on the loss list (the system will recognise it as stolen as it will think it has one extra of that item, but it isn't actually there etc) and the loss will go against the store even though it wasn't their fault.

But the item was never 'sold' (by this I mean removed from their store) in the first place so it would make no difference at all. Say the shop originally had 10 of these items, the op bought one but was charged for 2.If the op did nothing, the shop would be showing 1 extra as only one was taken out of the shop by the op. They should be able to check the cctv, but they may just take your word for it and refund you. Hope you get it sorted.

hulagirl79

Hi
Thanks for all your replies.
I understand why the store do not want to refund, its just the hassle of having to go on the round trip.
The cost of the item was £15 not that much but i dont see why they should have it.
I would be quite happy with vouchers as i do shop in there quite a lot although come the new year not at all [due to budgeting and saving]
I will go back to customer services and see what they say.

Thanks again.

hulagirl79

Hi
Just to update you all.
I took the reciept to my local store and got a refund.
The store manager did say that it is fine for them to do this as they pass the reciept on to the relevant store and sort the money out.
I hope this helps anyone else incase they are in this situation.
Thanks for all your help.