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Not happy with Dunelm Mill refund 'policy'

I would first like to point out that I was previously a satisfied long standing customer of Dunelm. I have recently moved house and bought a significant amount of stuff from them. But this latest episode has left me fuming.

Essentially I bought a large number of goods all on one receipt totalling £250. I used a £60 credit note and paid the rest on a credit card. As often happens with things like this one of the items, namely a pair of curtains, was not suitable, so I returned them unopened with my receipt. The value of the curtains was £80.

When returning them I was told that I would first have to have the first £60 back in a credit note, and then £20 on my card. Querying why, I was told that company policy is to give refunds in the format in which the products were paid for. Which is fair enough, but obviously I'd paid £60 on a credit note towards a £250 total purchase.

I fully appreciate that legally this is a bit of a black hole. The right to return and get a refund, whilst not statutory, was a term of the contract as it is in their terms and conditions. The refund being in the same form as payment is not something I have a problem with either. However, personally I think the decision of what to do in this instance is a pure customer service point.

There was absolutely no wiggle room here at all, which I was really disappointed with. I would have thought that for a valued customer, giving the full amount back on my card would not have been a major problem. Apparently it was.

Moral of the story? If you get a credit note from Dunelm make sure you only use it on items that cover its value and no more, and items that you definitely want to keep. Put any further spend on another receipt. This may seem like a relatively small point, but honestly I was incredibly disappointed with the approach taken here.
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Comments

  • Altarf
    Altarf Posts: 2,916 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Seems utterly sensible of the company, otherwise everyone would turn a credit note into cash, simply by buying something of a greater value than the credit note and then returning it.
  • Crazy_Jamie
    Crazy_Jamie Posts: 2,246 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Altarf wrote: »
    Seems utterly sensible of the company, otherwise everyone would turn a credit note into cash, simply by buying something of a greater value than the credit note and then returning it.
    I don't think the OP has a problem with the policy of giving a refund in the same form as the purchase was made per se, just the application of it in this situation.
    "MIND IF I USE YOUR PHONE? IF WORD GETS OUT THAT
    I'M MISSING FIVE HUNDRED GIRLS WILL KILL THEMSELVES."
  • Altarf
    Altarf Posts: 2,916 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    So they wanted to be a "special case". Well wouldn't everyone in order to convert a credit note into cash?
  • kiddy_guy
    kiddy_guy Posts: 987 Forumite
    Part of the Furniture 500 Posts
    Er, No?

    D.Mill could have written £80 refunded, meaning that if the OP tried to return the whole lot, they would have to also refund 60 in vouchers.
  • sarahg1969
    sarahg1969 Posts: 6,694 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Altarf wrote: »
    So they wanted to be a "special case". Well wouldn't everyone in order to convert a credit note into cash?

    No. The OP spent £190 in cash. So why couldn't they give her a £60 refund in cash?
  • OlliesDad
    OlliesDad Posts: 1,825 Forumite
    I always assumed this was standard protocol for all companies. It makes business sense for them to refund in this way.

    Can you not buy curtains that are suitable using the credit note?
  • Pound
    Pound Posts: 2,784 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    The OP could have a refund for one of the items that they are keeping and buy it again with the credit note.
  • sarahg1969
    sarahg1969 Posts: 6,694 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Pound wrote: »
    The OP could have a refund for one of the items that they are keeping and buy it again with the credit note.

    Good thinking! Of course - you can now return another of the items for cash, and then rebuy it with the credit note. Makes perfect sense! Well done, Pound, :T
  • Crazy_Jamie
    Crazy_Jamie Posts: 2,246 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Altarf wrote: »
    So they wanted to be a "special case". Well wouldn't everyone in order to convert a credit note into cash?
    The OP was not attempting to convert the credit note into cash. She would still have had £170 on the receipt, £60 of which would have been a credit note.
    "MIND IF I USE YOUR PHONE? IF WORD GETS OUT THAT
    I'M MISSING FIVE HUNDRED GIRLS WILL KILL THEMSELVES."
  • advent1122
    advent1122 Posts: 1,403 Forumite
    If you are a "satisfied long standing customer of Dunelm" then the credit note will note stay with you for long as you will obviously spend it.
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