Does anyone know Matalan refund policy?

aliasojo

Took item back for refund. Didn't have the same credit card that was used to buy item in first place. (Account now closed). Offered alternative credit card so refund can be issued to that. B&Q, Next and Ernest Jones all state A credit card will do if original is not available and refunds were made in this way, so I didn't expect a problem. However Matalan girl said this is no use and the refund will have to be in vouchers.

Fine. Got the vouchers and ended up deciding to buy something cheap so offered the voucher and knew another voucher would be given back as change. The voucher I was given had been used and had a pen scribble across the front as if it had been cancelled. I said I wasn't happy at accepting that as I didn't want any issues when I wanted to use it again and girl refused me another, saying this was what I was getting.

I ended up spending the whole amount simply because I didnt feel confident about the voucher scenario.

Is this really Matalan policy...to refuse a refund to an alternative card and to issue used vouchers as change?

blueberrypie

What was the reason for returning the item?

If it was faulty, not fit for purpose etc, you're entitled to a replacement or refund (or repair, although I suspect that won't apply to most Matalan items). They aren't allowed to put conditions on this (like "only onto same credit card").

If you'd just changed your mind, they're not obliged to give you any refund/replacement/vouchers at all.

So it very much depends on the circumstances of the return.

It does sound as though the staff member was very rude, however, and that was unnecessary regardless of the reason for return.

aliasojo

blueberrypie wrote: »

What was the reason for returning the item?

Didn't fit. However I made a point of asking at time of purchase if a refund (rather than exchange) could be made if the size was wrong or the person just didn't like it, after Xmas and was told yes that was ok.

They aren't allowed to put conditions on this (like "only onto same credit card").

This was what I had thought but they said the till would not accept a different card being swiped for the refund.

If you'd just changed your mind, they're not obliged to give you any refund/replacement/vouchers at all.

As said above, clarified before buying. Refund would be made. There was no issue over the refund itself...just how it was to be made. I disagreed with the alternative card refusal and the used voucher being handed to me as change.

It does sound as though the staff member was very rude, however, and that was unnecessary regardless of the reason for return.

To be fair, she was very young and totally disinterested. She didn't know what to do and had to keep asking another assistant for guidance. I dont think she was deliberately being rude but she was displaying that age old teenage thing of....'I dont know what to do, this isn't cool, I'm embarrassed so I'm gonna act like.....whatever'

hollydays

I think i have heard it said before its to do with money laundering,dunno if its true.Most stores i know would insist on the money going back onto the same credit card though.many stores can offer £1 gift vouchers as change,but will not give cash change,they don't always tell you this.I think i would have asked to speak to a supervisor-sounds like you got a snotty assistant.

blueberrypie

Since you weren't returning the item under SOGA, the store can go by its own policies, so they do have the right to add conditions to the return/refund.

That could include giving you the refund in vouchers (regardless of whether the same credit card was available).

But their returns policy does not state that - this is from the Matalan website:

Q. I wish to return an item I have bought; can you tell me your refund policy?
A. Our refund policy, which is in addition to and does not affect your statutory rights states "If you are unhappy with anything that has been purchased from Matalan, the goods can be returned to the store for a full refund or exchange to the same value, provided the goods are returned within 28 days of purchase with a valid receipt and are in the condition in which they were purchased."

Even if you'd been happy with vouchers, wrt the used voucher - there really shouldn't have been any problem about giving you a different one. That sounds like it was just stubbornness on the part of the staff member. Regardless of her reasons for being unhelpful, in the end she *was* unhelpful, and it would probably have been a good idea to ask to speak to a supervisor.

claire1234

can i take my stuff for a exchange?

my dad bought me loads of clothing for xmas which arnt really my cup of tea and dont fit,
could i take these clothes back and get a exchange for something a like? (without a lot of hassel?)

thanks.

blueberrypie

claire1234 wrote: »

can i take my stuff for a exchange?

my dad bought me loads of clothing for xmas which arnt really my cup of tea and dont fit,
could i take these clothes back and get a exchange for something a like? (without a lot of hassel?)

thanks.

See the returns policy I posted above. If you have the receipt and the clothes are in the condition in which they were purchased, there should be no problem.

claire1234

thanks hun,

thing is i havnt got the receipt cos i darnt tell my dad i dont like the clothes,
he tries hard bless him lol!

hollydays

This happened to me-Oh bought me stuff that didnt fit and he cut all the labels off ( a sports shop) however i rang the manager and they agreed to exchange-think i was lucky though-they didnt have to.

katies_mum

Himself took some cutlery back at the weekend, 2 boxes and had lost the receipt.. got their vouchers for the cost which is ok.. but the vouchers as stated above were tatty, dirty and one of them had been scribbled thru. When he got in I phoned the store - the girl agreed it was monopoly money and some was better than others -she said if we popped back she would change it for the best she had. It doesn`t have an expiry date so that is a good thing. Seem to be the only shop that doesn`t have those little cards they put credit on. Not complaining though as we got all our money back.

Helix

katies_mum wrote: »

Himself took some cutlery back at the weekend, 2 boxes and had lost the receipt.. got their vouchers for the cost which is ok.. but the vouchers as stated above were tatty, dirty and one of them had been scribbled thru. When he got in I phoned the store - the girl agreed it was monopoly money and some was better than others -she said if we popped back she would change it for the best she had. It doesn`t have an expiry date so that is a good thing. Seem to be the only shop that doesn`t have those little cards they put credit on. Not complaining though as we got all our money back.

There till systems do seem to be ancient. I hate all the fuss you have to go through to get student discount. Most shops will just swipe your card or press some buttons and you get the discount but not matalan. You have to fill in some form and then they have to scan the barcode and then write down a number from the till onto the form.

I doubt they would be able to handle plastic gift cards.