Credit note

Jontyhunter

Apologies if this has been asked before, but a quick search has not revealed a specific answer.

I bought something from B and Q about a fortnight ago that I want to return but have lost the receipt. They are saying I can only return an item with a receipt and that is their new policy, introduced a few months ago.

I understand that, but I am not looking for a refund and would be happy to take a credit note as I regularly buy stuff from them. However they won't even offer a credit note.

The product in question is clearly a B and Q branded product, so it is not like I have tried to return an item bought from, say for example, Homebase. It is still very clearly on their shelves so is not as though it's an out of date product or obsolete product.

Are they right to refuse a credit note too? That seems no sense as they'll still be getting my money and will have the original product to resell.

Thanks for any help and advice.

Regards

Jontyhunter

Optimist

If there is nothing wrong with the item there is no requirement on any store to give a refund or credit note. The fact that B@Q will accept returns providing you have a receipt is entirely their decision.

Jontyhunter

Thanks, I suspected as much.

It's not particularly consumer-friendly though. I appreciate they have to protect themselves from fraudulent refund claims, but I would have thought they could have showed a bit of leeway in my case.

As I said in my original post with a credit note they'll still be getting my money and will have the original product to resell, so exactly what would they be losing?

Trixie102

Do you have proof that you purchased the goods- bank statement or a credit card statement showing the purchase? I had the same problem with HMV when returning an item. The manager said if I could prove I had purchased the item they would provide a credit note. Unfortunately the item I had was a present and the person had paid in cash.

4743hudsonj

Jontyhunter wrote: »

Thanks, I suspected as much.

It's not particularly consumer-friendly though. I appreciate they have to protect themselves from fraudulent refund claims, but I would have thought they could have showed a bit of leeway in my case.

As I said in my original post with a credit note they'll still be getting my money and will have the original product to resell, so exactly what would they be losing?

Well theyve obviously changed their policy for a reason.....

So with a new policy its easier to enforce it all over, i.e no leeway as this leaves less hastle for manager etc. Just think you wanting to return it means they have to sit and ring t through the tills and restock it, minimal i know but if they did this for everyone, the costs are massive over the whole company. See where im getting? Theyre just being fair by treating all situations the same.

KeithP

Jontyhunter wrote: »

...so exactly what would they be losing?

Well for a start they would be losing the sale that has already been made to you about two weeks ago.

st999

It is not unknown for a person to walk into B&Q, pick up an item for sale then walk up to the customer service desk and ask for a refund, claiming they bought it last week but have lost the receipt.

This happens in any store.

That is why the companies are changing their policy about refunds without receipts or proof of purchase.

Stan

Jontyhunter

KeithP wrote: »

Well for a start they would be losing the sale that has already been made to you about two weeks ago.

Yes, and no. With a credit note they would be getting my money again but for a different item. Their stubbornness makes it likely that I'd go elsewhere for future goods, so then what do they gain? Is it really worth risking losing my custom over something that is worth £9. OK, I know in the grand scheme of things my money is completely insignificant to a company of their size, but still it seems ridiculously inflexible of them.

st999 wrote: »

It is not unknown for a person to walk into B&Q, pick up an item for sale then walk up to the customer service desk and ask for a refund, claiming they bought it last week but have lost the receipt.

This happens in any store.

True, but I was returning six packs of tiles on one receipt and one further pack of tiles bought at another time without the receipt. It would quite an elaborate scam if I genuinely bought £60 of tiles to return just so I could fleece them for £9.

My frustration is that there is no flexibility or discretion. Granted, as one person posted, they are treating all cases the same to save costs, administration hassles etc. but at an individual level it still sucks.

neilmcl

Jontyhunter wrote: »

The product in question is clearly a B and Q branded product, so it is not like I have tried to return an item bought from, say for example, Homebase. It is still very clearly on their shelves so is not as though it's an out of date product or obsolete product.

Proof of purchase is exactly that, the proof that the item has in fact been purchased rather than "obtained" via other means. Just because its clearly a B&Q product doesn't necessarily mean you bought it.

Jontyhunter

neilmcl wrote: »

Proof of purchase is exactly that, the proof that the item has in fact been purchased rather than "obtained" via other means. Just because its clearly a B&Q product doesn't necessarily mean you bought it.

Granted, but it says a lot for the world that companies would rather assume I am a criminal and have stolen the product and am trying to defraud them and develop a policy to protect themselves, rather than show some flexibility.

KeithP

Jontyhunter wrote: »

Is it really worth risking losing my custom over something that is worth £9.

So we're talking about £9?

As they say elsewhere... I'm out.

:beer: