Refused Repair/Exchange. Advice please.

StretchedElf

This morning I attempted to return a faulty CD player to Toys R Us for a replacement. The member of staff asked me to fill in a form consisting of personal details (name and address). I said I wasn't comfortable with them collecting this information. The member of staff said they would be unable to process an exchange or repair without this information. When I questioned this she called the manager over who flat out refused to perform either an exchange or repair and insisted that my right to a repair or exchange was conditional on giving my details. Is this correct?

I've had a look at the SOGA and can't see anything relating to this. I was quite annoyed by it tbh, and whilst I know there is probably nothing sinister to it I don't like the idea of my name and address being stored on a piece of paper somewhere under security conditions of which I know nothing and feel giving out my name and address should be my decision. At the end of the day, had they performed the contract properly I wouldn't have been asked for this information, so why should I be coerced into handing it over just because they sold me a faulty item? Aren't they obliged to perform the contract without adding new caveats that I'm not comfortable with?

Any advice would be much appreciated (before I write a ranting letter of complaint to T'R'U).

Ivory_Tinkler

I don't know why they need this information but I do know that if you return something to Next they ask for your address. Hopefully someone will be along soon with more info.

By the way, ToysRUs are a really awful company to deal with when you have any faulty issues. I haven't set foot in one of their stores for years ever since they treated me shoddily over a faulty Christmas toy. As we have a very large family, I like to think that they have done themselves out of hundreds of pounds over the years that I've simply spent elsewhere. Not much in the grand scheme of things but it gives me some satisfaction!

Tozer

the simplest thing would to have given your name as Michael Mouse with a false address.

Anihilator

Its done to prevent fraud

Tbh you are just being an obnoxious awquard idiot. Give them your details and get the issue resolved.

It will go to head office with paperwork likely to get reimbursed from the manufacturer and be stored as long term paperwork under statute for 6 years.

Its not going to do you any harm.

StretchedElf

Anihilator wrote: »

Its done to prevent fraud

Whatever it's done for, I'm curious as to the legality of it. What about my right to protect myself from fraud? Surely if I don't want to give my details that's my decision?

Tbh you are just being an obnoxious awquard idiot. Give them your details and get the issue resolved.

Such kind words.

It will go to head office with paperwork likely to get reimbursed from the manufacturer and be stored as long term paperwork under statute for 6 years.

Its not going to do you any harm.

Nor will it do them any harm to not have it.

cyberbob

If you want a refund you will have to give them the info. As Anihilator says its more than likely so they can get reimbursed by the manufacturer and to prevent fraud.

If you read it properly it will also tell you what protection there is for your data

So refuse and dont get anything except and you get refunded *simples*

cyberbob

StretchedElf wrote: »

Nor will it do them any harm to not have it.

It could do if the manufacturer won't reimburse them. Except the refund and get on with your life theres more important things to worry about

StretchedElf

cyberbob wrote: »

It could do if the manufacturer won't reimburse them.

That's an issue between them and the manufacturer. If the contract between them has been broken then they shouldn't have an issue with getting a refund. It has nothing to do with me.

Except the refund and get on with your life theres more important things to worry about

Well, thanks for the constructive advice.

neilmcl

I returned a faulty item to John Lewis today for a refund and all they got me to do was to enter my postcode on a receipt and sign it. Just the postcode, not even a house number mind. I suppose all they're trying to do is to show they have an audit trail for any remedy they hand out, to prevent fraud from outside and within their organisation.

mikey72

It's probably to stop anyone in the shop buying faulty goods off ebay, then claiming the refund themselves.

crossed with neilmcl there.

Colliefrog

My ex manager was sacked for using random postcodes while issuing refunds!