New ASDA Refund policy

dragonfly02 · 24 September 2009 at 10:15AM

(Faulty within 28 days)
With receipt - exchange like-for-like.
Without receipt - no exchange or refund.

Hmm just come back from asda and heard about this policy.
I purchased 2 printer ink cartridges on Sunday that my printer wont recognize, Original hp cartridges are recognized, I had thrown the receipt out (my mistake)
Went in today with my old hp cartridges and the newly purchased asda ones for replacement to be told at entertainment section that "with no receipt there is nothing I can do".

Then went to customer services and inquired (politely) to be told the same "new policy" I mentioned that sale of goods act and faulty /not fit for purpose (no receipt necessary?).
The lady then promptly told me she knows all about that as her husband works for the trading standards agency..........

I asked if they could retrieve any info about my purchase from their system as I'm sure they have records of items they have sold, "yes we can look into that for you but it may take a few days" OK so I gave info of the ink cartridges and the other £60 of goods I had purchased, including date and time of purchase, Also how item was paid for and offered to provide bank statement if it would help, I have to go back in a few days to see if they have found anything.

Whilst I understand that they would like proof of purchase, the items were only sold in asda as clearly printed on the cartridges.

I'm grateful that the cs lady has done her best for me, I had to suggest that they may have the info they need on their own system, it wasn't offered (yes I'm sure it's a long drawn out process which I do appreciate)

This cs op believes that sale of goods act and trading standards info would not help me get a replacement (not refund) Usually if I think info from sale of goods website will help me I will print it out (rarely)which is a problem as I have no printer ink ha ha ha, Incidentally I asked the cs lady if my statutory rights still applied and she said "yes they do but you have to provide a receipt for us to enforce them"

Luckily I've come home and been rummaging through 13 day old rubbish sacks and have found my receipt so I'll be going back shortly and asking the cs lady not to spend any time trawling through the electronic journal for me.

When Asda change their policy how do the public know about it? Is there a board that tells you with no receipt you have no rights in store? Have looked on receipt and there is nothing about needing receipt to return goods and nothing that states statutory rights still apply

alexlyne · 24 September 2009 at 2:30PM

The number of times I have bought wine on the 3/£10 deal, for them to go through at full price (well, happened twice)... a polite visit to customer services on way out has had the problem recitified but no voucher. Should I ask for one in the future?

tbw · 24 September 2009 at 6:58PM

alexlyne wrote: »

The number of times I have bought wine on the 3/£10 deal, for them to go through at full price (well, happened twice)... a polite visit to customer services on way out has had the problem recitified but no voucher. Should I ask for one in the future?

YES YES YES!!!! (I know I'm shouting but I want to make sure you get your voucher!)

vyle · 24 September 2009 at 8:28PM

dragonfly02 wrote: »

"with no receipt there is nothing I can do".

Then went to customer services and inquired (politely) to be told the same "new policy" I mentioned that sale of goods act and faulty /not fit for purpose (no receipt necessary?).

But surely as they DO provide a receipt, it's reasonable to ask the customer to provide it? Failing that, some other proof of purchase.

Whilst I understand that they would like proof of purchase, the items were only sold in asda as clearly printed on the cartridges.

That doesn't stop you stealing it, though. They're not denying it came from Asda, but that doesn't mean you didn't steal it. Without proof otherwise, how would they know?

When Asda change their policy how do the public know about it? Is there a board that tells you with no receipt you have no rights in store? Have looked on receipt and there is nothing about needing receipt to return goods and nothing that states statutory rights still apply

Surely it's common sense to know that if you buy something and it's faulty you should provide proof that you did buy it?

dragonfly02 · 24 September 2009 at 8:39PM

But surely as they DO provide a receipt, it's reasonable to ask the customer to provide it? Failing that, some other proof of purchase

A) as stated in my previous post, I offered time and date of purchese, along with details of 4 other things that were on the receipt, I also gave an estimate of the total puchase price and payment method and finally offered to bring in a ccard statement with the purchase on it.

b) sale of goods act......Do I have to produce a receipt to claim my rights?
No. In fact the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. However, it might not be unreasonable for the shop to want some proof of purchase, so look to see if you have a cheque stub, bank statement, credit card slip etc., and this should be sufficient

Surely it's common sense to know that if you buy something and it's faulty you should provide proof that you did buy it?

as mentioned above by sale of goods act "the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. "

vyle · 25 September 2009 at 6:42PM

dragonfly02 wrote: »

A) as stated in my previous post, I offered time and date of purchese, along with details of 4 other things that were on the receipt, I also gave an estimate of the total puchase price and payment method and finally offered to bring in a ccard statement with the purchase on it.

b) sale of goods act......Do I have to produce a receipt to claim my rights?
No. In fact the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. However, it might not be unreasonable for the shop to want some proof of purchase, so look to see if you have a cheque stub, bank statement, credit card slip etc., and this should be sufficient

as mentioned above by sale of goods act "the trader doesn't have to give you a receipt in the first place so it would be unfair to say that you had to produce one. "

I know what the SOGA says, but it's similar to a shop's ID policy and everybody calling for people to ignore that an use common sense.

I had a customer today who had faulty headphones. First thing I did was ask if he had a receipt, not because I was trying to screw him over by taking away his SOGA rights, but because it's the quickest and easiest way to provide proof of purchase.

He didn't have it, so I asked if he had the card he used to buy it so I could track the transaction. He did, but he bought the item in a different branch and was quite irate when I explained that I couldn't look into the sales logs of other stores.

I asked if he had a bank statment and he got even angrier, because he didn't want to have to go home and get that.

I then suggested that I could call the other store and get them to post him some proof of purchase.

He decided to take the matter up witb Bose direct and ranted about poor service.

See, the point is, the quickest and easiest way to resolve a situation is to ask for the receipt because most retailers do give them and it contains every bit of information about a transaction. There are other ways to provide proof, but it doesn't make sense to go throwing receipts away just because of having a moral high ground.

I'm not saying you do that, of course, but I've encountered some people who would. Had one nutter once who wanted an item delivered to their house but refused to give me their address because they didnt want it on 'the system.'

dragonfly02 · 25 September 2009 at 7:09PM

vyle wrote: »

I Had one nutter once who wanted an item delivered to their house but refused to give me their address because they didn't want it on 'the system.'

Hahahaha that's given me the biggest laugh all day.

I totally agree with you about asking for a receipt and if I hadn't been so absent minded and thrown it out I would have produced it in a snap.

I think that the bit that irks me is that I understood that I had been a numpty and had no receipt, Which at the time I thought was gone for good, I was fully prepared to give as much information as the store needed and more however It was never mentioned to me that the store may be able to track my purchase (I had to ask for this)
The conversation finished on the cs ops behalf by telling me that without a receipt nothing at all can be done as per new store policy.

but it's similar to a shop's ID policy and everybody calling for people to ignore that an use common sense

I'm not sure I totally understand where you are coming from on this one, Call me a numpty but after a long day it's just far too taxing for my little brain.
Surely SOGA is SOGA whatever the situation? I know that there are variants in it i.e how long is too long to take things back (depends on what's deemed a reasonable time for different items) but in short it should be adhered to, no?

vyle · 25 September 2009 at 10:41PM

dragonfly02 wrote: »

Hahahaha that's given me the biggest laugh all day.

I totally agree with you about asking for a receipt and if I hadn't been so absent minded and thrown it out I would have produced it in a snap.

I think that the bit that irks me is that I understood that I had been a numpty and had no receipt, Which at the time I thought was gone for good, I was fully prepared to give as much information as the store needed and more however It was never mentioned to me that the store may be able to track my purchase (I had to ask for this)
The conversation finished on the cs ops behalf by telling me that without a receipt nothing at all can be done as per new store policy.

I'm not sure I totally understand where you are coming from on this one, Call me a numpty but after a long day it's just far too taxing for my little brain.
Surely SOGA is SOGA whatever the situation? I know that there are variants in it i.e how long is too long to take things back (depends on what's deemed a reasonable time for different items) but in short it should be adhered to, no?

Yeah, I think I just explained it badly.

In essence we're agreeing the same thing, but basically, a shop will ask for a receipt first because it just makes sense to. But some people won't use their common sense and just provide a receipt (even if they have one) because they want to exercise their right to not have a receipt, even though it will take longer to resolve the situation.