Asda refuse refund on faulty own brand item

craigpugh

Hello,

Took a 'George' top back to asda today as on first wearing the sleeve stitching nearly tore clean off. I've got no reciept but as it's faulty don't need one under sale of goods act. It does have a 'george' label stitched in, and i still have the store labels from it.

The woman i asked on the shop floor said they'd got none left (i wanted to swap it) but that as it was faulty i'd be able to get a refund.

At customer services (apart from a massive fuss that they couldn't/ wouldn't deal with george refunds there) they just cited their exchange policy no refund = gift card only. Eventually agreed i could have a refund, but the item was reduced in the sale now so i could only have £12.50 back.

I argued that i wanted back the £25 they';d charged me for it when i bought it the week before christmas. I suggested i may be able to find the transaction on my debit card statement to prove the date it was purchased: this was dismissed because 'even if you had bought something on that date, it could have been anything you bought then'!

Am in within my rights, as it is faulty, to get a refund of what i paid for the faulty goods? And how can i pursue it?

Cheers,

Craig

jadiep

I have had this happen many times with asda. It seems unless you can actually prove you payed the full amount, then you will only get back the amount that it is now selling for.

Edit: Also meant to add that they do usually accept a bank statement or something of that sort as proof as I have been asked how I paid for the item, which is usually cash!!

spaceboy

It's to stop people buying discounted items and claiming full price back.

skiTTish

Do you have a bank statement showing the full price leaving your account before xmas?

custardy

craigpugh wrote: »

Hello,

Took a 'George' top back to asda today as on first wearing the sleeve stitching nearly tore clean off. I've got no reciept but as it's faulty don't need one under sale of goods act. It does have a 'george' label stitched in, and i still have the store labels from it.

The woman i asked on the shop floor said they'd got none left (i wanted to swap it) but that as it was faulty i'd be able to get a refund.

At customer services (apart from a massive fuss that they couldn't/ wouldn't deal with george refunds there) they just cited their exchange policy no refund = gift card only. Eventually agreed i could have a refund, but the item was reduced in the sale now so i could only have £12.50 back.

I argued that i wanted back the £25 they';d charged me for it when i bought it the week before christmas. I suggested i may be able to find the transaction on my debit card statement to prove the date it was purchased: this was dismissed because 'even if you had bought something on that date, it could have been anything you bought then'!

Am in within my rights, as it is faulty, to get a refund of what i paid for the faulty goods? And how can i pursue it?

Cheers,

Craig

you still need to actually prove you bought the item
you could have bought the item from Ebay for all the knew
personally i wouldnt have gone back to the store without a bank statement at least

Always_Harassed

Last time I returned to my local Asda with receipt they gave me a hard time so have not bought clothes there since. If you have another Asda in the area try them as they might be better but is unlikely you will get more than current price without receipt or bank statement. Might be worth having a major clearout to try to get receipt. Try looking in your carrier bag store as often inside a bag.

Firefly

Keep your receipts each time you shop!

This also has the effect of helping you keep track of your spending. If you've got too many at the end of the week/month then perhaps you're spending too much!

Realbairn

This policy is the same in a lot of shops, unless you can show proof of purchase they will only give you a refund at the current price.

benbenandme

If it is faulty you are enetitled to a refund and a bank statement does count as proof of purchase. The retailer can refuse to refund/exchange if you've changed your mind about the item but as its faulty you are entitled to a refund. Take it further

dreamlife99

ive had the same situation in mothercare/river island.

in mothercare it was my daughters shoes which the sole had come apart. sales asisstant blamed it on being overworn even though she had worn a couple of times, the soles were still clean! and anyway it shudnt be happening to a pair of shoes for a 6month old if u considered safety aspect!

in river island, the sleeve became unstitched and sales lady sed it was caught in washing machine even though id never put it in the wash!!

simo31b

I had a similar problem with one of my daughters school shirts. I had the receipt for one lot I had bought so I took it along to be told it was the wrong item number on the shirt even though they were all identical it didnt match the receipt.
Their head office told me that if I could find the original tranaction on my credit card statement the shop I bought it in could search on the reference number against the purchase and find it that way. I had bought the original lot wiht a huge amount of shopping and I could not remeber exactly when so I did not go down that route just asked politely for a manager when in the store and the assistant refused to refund and she took me to another till and refunded the item.
She didn't want to offend the store assistant by undermining her correct behaviour. So I think you just need a reasonable manager and your bank statement to prove the price you paid. It doesn't matter if you bought it with something else they can still trace it back apparently.