BonMarche

Marisan

I recently bought a skirt from BonMarche,it wasn't expensive,but when I got it home I found that the hem was unstitched and ragged.I returned it,but since I no longer had the receipt I was told I could not have a cash refund.I had an idea that I only needed to provide 'proof of purchase' (the price tag was still attached) and that since the item was faulty I was entitled to a refund,but at this point I would have accepted a credit note.However,the assistant grew agitated and began to complain about shoppers 'coming in to cause havoc' .So I then insisted on a cash refund,at which point she scanned the barcode on the ticket and offered me a refund of less than I had originally paid.Frustrated,I put the skirt back in the bag,went home,and wrote a letter of complaint to BonMarche Head Office.

I have received a reply which does apologise for the unsatisfactory quality of the item,but insists that the store was right to refuse a refund in the first instance,and then quite correct to offer only the amount that the item scanned up at (I assume the skirt had been reduced since I bought it).No apology about the assistant's attitude,though.

I have been asked to return the skirt with my receipt (which I have now found) but it is really not worth it given the price of the skirt and the cost of mypetrol and parking to go back to the shop.

But the experience has certainly left me wary of shopping there again.

DaisyFlower

Proof of purchase is usually always needed for a refund. Just because it had a tag on doesnt mean proof of purchase isnt required. Items that are shoplifted would have a tag on so shops have to protect themselves.

Why would you not have had the receipt if you noticed the fault on the same day of purchase.

Its not the shop assistants fault you "lost" the receipt and she was right to state proof of purchase was needed for a full cash refund.

I dont think the sales assistant should have to apologise, sounds like both of you were frustrated with the siituation and she was only following procedure.

Meepster

I have to agree with DaisyFlower, without some proof of purchase (and the ticket still being on the item isn't proof) they are not legally obligued to do ANYTHING.

I actually feel you were treated more than fairly by them offering to refund the item at the CURRENT price, most shops wouldn't even do that.

As for them not apologising for the assistants attitude, I don't suppose by any chance you had an "attitude" with her, as you weren't getting what you wanted?

Marisan

Okay,my fault I mislaid the receipt,I had done a lot of shopping that day and bundled all the receipts together.I wasn't able to get back to the store on the day,so the receipt did get mislaid.But when I did go back I did expect more sympathetic treatment,especially since one of the assistants recognised me as being a 'regular'.

The skirt should not have been on sale in the first place,or should at least have been marked faulty.I do not see why I should lose out by being reimbursed less than I paid.

As for the assistant's attitude, I was not rude to her,as I work in retail myself and know how to speak to people.She actually walked off while I was still speaking,waving her arms in the air and exclaiming 'oh,give her a refund then!'

I know what my Boss would have said to me if I'd done that.

LittleVoice

If you work in retail then surely you would have known even better than others that you need to provide proof of what you had paid. BM are always reducing or offering discounts like 25% off when you spend £20, so clearly they need to know what you paid if you want to receive that amount back.