NEXT won't exchange or refund sealed gift set

Zazen999

I'd go into another shop, get the item and then before you buy, ask if you would be entitled to a refund if you didn't want it. When they say 'yes'; say 'good. As I want to return this one'. When they ask if you want the one that you were going to buy say 'No, I was just checking your policy - please can I have my refund on this one - thanks'.

If they say 'No, you aren't entitled' then just say you don't want it then.

vicx

dmg24 wrote: »

The gift receipt may have been offered for returns due to the item being faulty.

On the Gift Receipt it says 'A gift receipt allows you to exchange your item or receive a refund onto a Next gift card'. 'Christmas gifts can be returned up to 16 January 2010'. (Many stores are only offering exchanges after christmas, not refunds. From what I read on the Gift Receipt it seems like Next are doing the same but are not making their customers aware of this).

I think without this Gift receipt you wouldnt be able to return an item up to 16 January if the normal 28 days had passed.

Lip_Stick wrote: »

The op should be entitled to a refund as she was told she could have one. A verbal agreement was made. They can't say one thing before an item is purchased, then say another (via the back of the receipt) after purchase. A person has no statutory right to exchange a gift item just because someone else has one already, but they do have that right if they are told they can at the pos.

But, it's proving what was said that's the problem.

That is exactly my thoughts and the fact I accepted a Gift Receipt should be enough proof I was told the item could be returned if it was an unwanted gift. What ever happened to customers are always right.

After that experience I certainly won't be shopping in there again.

irishjohn wrote: »

Did you accept the gift receipt?

Yes I accepted the Gift Receipt.

Zazen999 wrote: »

I'd go into another shop, get the item and then before you buy, ask if you would be entitled to a refund if you didn't want it. When they say 'yes'; say 'good. As I want to return this one'. When they ask if you want the one that you were going to buy say 'No, I was just checking your policy - please can I have my refund on this one - thanks'.

If they say 'No, you aren't entitled' then just say you don't want it then.

That's a good idea. Thanks. I think alot of the staff are christmas temp's and are not trained to do refunds. I got passed to 3 different staff yesterday as they were not able to do a refund so I think I was served by a christmas temp who is not aware of the store returns policy. So it will probably be unlikely that I will receive a refund or even an exchange.

williham

Go back, tell them what happened, ask to speak to the manager in person, complain to head office if not satisfied.

OlliesDad

As the advisor confirmed you would be able to return them, this becomes part of the contract formed when buying the item. The problem, as said above, is proving they said that.

Is there anyway you can ask the girl who said it? or has she already denied it?

Ms_Chocaholic

Try taking it back to another store or go to the menswear department till ,that has worked for me in the past

SarahMoon

But the OPs rights legally are 0!

Also saying that you was promised, If I was manager all I'd say was prove it.

vicx

OlliesDad wrote: »

As the advisor confirmed you would be able to return them, this becomes part of the contract formed when buying the item. The problem, as said above, is proving they said that.

Is there anyway you can ask the girl who said it? or has she already denied it?

When I went to the store yesterday the girl kept popping over the other side of the store to speak to the manager then coming back to me. I've no idea why the manager never came over to speak to me herself. Even after I told the girl that I was told when purchasing the items that they could be returned, they still did not check to see which assistant served me to confirm this with her. It shows which assistant served me on the receipt.

The gift sets were purchased from the Mens department but when I returned them I went to the Ladies department as it was easier. When I was refused a refund I went upstairs to see if the girl who served me was in but I could not see her. I even tried to return the items at that till but was refused a refund or exchange.

I am going to speak to head office about this problem and see what can be done since the store manager was unwilling to resolve this with me in person.

I was told they could be returned when I purchased them so yes I should be entitled to a refund/exchange. I wouldnt mind if it was only a few pound but I've paid £36 for two gift sets.

Chester85

Ahh, the curse of the gift sets.

They can't be returned officially, it's on the receipt, it's on the stands where the grooming are sold and it's on the back of your gift reciept too. alas the company HO does have a policy of using common sense but it is entirely up to the management team within the store.

Customer Services at Next lost a lot of power during the last shake up and 99% of the time will side with the store's decision.

You'd have to prove the assistant said what they did say as there's no onus on Next as a company.

It's the same with the Xmas deccies, its a 10 day policy, a moment after that and it's a big no.

The POS till system won't allow printing of reciepts for toiletries alas some are still slipping through the net and irregardless the same till roll prints a gift receipt so it will still have the 'no refund/exchange' on toiletries' message on the back

vicx

I did not notice any signs in store which is why I asked the assistant before she put them through the till. If I was told they could not be returned I would not have purchased them as they are for a gift and maybe unwanted.

'Refunds or exchanges not given on items made to customer order, pierced earrings, food, alcohol or toiletries'.

They won't accept returns on sealed gift sets for hygiene reasons but it is perfectly ok for someone to return underwear which they may have tried on at home. :shocked:

Chester85

vicx wrote: »

I did not notice any signs in store which is why I asked the assistant before she put them through the till. If I was told they could not be returned I would not have purchased them as they are for a gift and maybe unwanted.

'Refunds or exchanges not given on items made to customer order, pierced earrings, food, alcohol or toiletries'.

They won't accept returns on sealed gift sets for hygiene reasons but it is perfectly ok for someone to return underwear which they may have tried on at home. :shocked:

The issue is that someone with malicious intent could easily re-seal the box after adding something rather nasty to the bottles of toiletries which is why they aren't accepted as returns.

The store could use some discretion here but they don't have to