A Question For Store Managers.

sky-blue_pink

So the store loses out...

hollydays

?????????????

Halloway

It would be normal for a manufacturer to take back and issue a credit for any fault goods. The conditions and timescale for this may well be determined by the contract between the manufacturer and the retailer.

It is certainly the case that Argos have in the past tried to resell as new, items which have been returned under the 16-day no-quibble guarantee. This is illegal as would re-selling items which had been returned as being faulty. I doubt that this is company policy but is probably due to individuals in the stores being less than scrupulous.

sky-blue_pink

thanks halloway

sweep9

sky-blue_pink wrote: »

I'm searching on-line for an answer to a question I have, I hoping you 'in-the-know' people can help me out.

What happens to faulty, returned items - namley Argos? Someone told me they'd try and resell my lamp (that flickers) but I can't see this.

Do they just swallow it and make a loss or does it go back to the manufacturer?

The places that I've worked in the past normally use the following:-

Some suppliers normally give a discount on products if products are not returned to them. This is to a certain level, if it goes over this level, further compensation is seeked from the supplier.

If a non electrical item is faulty and safe, we should try to recoup as much money as feasble. Selling something for a £1 is more money then we would get for binning it. (Even giving it away is better as we have to pay for the rubbish to be collected!)

If an electrical item is faulty but sellable and safe, for example if lamp has a broken shade or a phone has a battery missing. This can be sold at a loss to recoup some monies. If an item has an electrical fault, it should not be sold and it is sent to be stripped down to its component parts to be recycled or if basic... binned.

If a supplier doesn't provide a discount, items are returned to them for credit.

jgriggle

Truepat wrote: »

I am not a store manager but have worked in retail and find that customers who start a conversation/complaint with "I know my rights" generally do not.

This is very true. I've been in retail for about nine years and have a pretty good understanding of the sale of goods act. I'm currently in bathroom sales and my favourite experience of this was when a woman came into the shop clutching a basin (no packaging). She dumped it on the desk and in her most officious, haughty voice said "I'm rejecting this as it's not fit for purpose, and under the sale of goods act I'm entitled to a full refund". An attitude like that will wind me up at the best of times so i asked her what was wrong with it. "It's too big for the gap, it's a 600mm basin and I only have 500mm". Basically she had ordered the wrong size and wanted to blame everyone but herself, and as there was nothing wrong with it and she had thrown the box out, she was on her own. The ironic part of this is that I would have made an effort to help her if she'd been nice and admitted her mistake rather than trying to blame others.

vaksam

The best one I've had whilst being a shop manager was when a customer came back to return a DVD that they'd watched, but decided that they didn't like. They wanted a refund.

The shop I worked for provided refunds for faulty items only, trying to explain this to the guy took quite some time.

I can still see the confused look on his face as he insisted "But it is faulty! That film is utter crap!" For some reason he just couldn't get his head around what faulty actually meant...:o

Pennywise

sky-blue_pink wrote: »

I'm searching on-line for an answer to a question I have, I hoping you 'in-the-know' people can help me out.

What happens to faulty, returned items - namley Argos? Someone told me they'd try and resell my lamp (that flickers) but I can't see this.

Do they just swallow it and make a loss or does it go back to the manufacturer?

Thx

The standard practice of the major retailers is that they raise their own credit note and set it against monies due to the supplier. They have such a strong bargaining power that the supplier usually just takes it on the chin. The supplier will usually take the goods back and then sell them on very cheaply as "seconds" to people who will repair them or cannibalise them - that's where all the "reconditioned new" stuff comes from that you find on ebay and in discount stores. If a major retailer just puts it back on the shelf, that is just down to poor staff training or lazy staff who don't know or can't be bothered to go through proper procedure,

Truepat

vaksam wrote: »

The best one I've had whilst being a shop manager was when a customer came back to return a DVD that they'd watched, but decided that they didn't like. They wanted a refund.

The shop I worked for provided refunds for faulty items only, trying to explain this to the guy took quite some time.

I can still see the confused look on his face as he insisted "But it is faulty! That film is utter crap!" For some reason he just couldn't get his head around what faulty actually meant...:o

Was it one of those were the entire script is made up of vowels

sugarbabe861

I work on customer service and yes i do know the sales of goods act it gets quoted to me in many different ways every single week but many customers only read the bit that says "THIS ITEM IS NOT FIT FOR PURPOSE" and i get alot people say there solicitors or friends are solicitors and it really gets on my nerves and they blame me cos i wont give them what they want like the other day a telly is 8 months old they come in all guns blazing telling me i have to give a new tv today because the sales of goods act says so and it doesnt and of course i said no but i would arrange an engineer to come out to there home no they were not happy and wanted a manager and the manager expained the same thing i did and even printed of the sales of goods act to show them but they only read "NOT FIT FOR PURPOSE" i have to deal with stuff like this everyday and people can be so mean they think cos a tv is broken its the end of the world and break down in tears cos they cant get what they want half the problems on these threads are completly pointless if you make loads of fuss and shout at us of course were not gonna help you i help people that come and in and are polite and explain the problem to me sometimes i can understand why there annoyed but there is no need for the way that people speak to us..


sorry rant over can you tell i have had a really bad day at work