New ASDA Return Policy or did I just get fobbed off my staff?

questionabout

On Saturday I bought 2 new dresses in my local Asda. The store has no changing facilities so I bought the same dress but in 2 different sizes and thought i'll try them on when I get home. Yesterday I planned to take the incorrect size dress back but couldn't find the receipt (paid by cash). But as it still had the George labels on it I thought I would be able to take it back for Store Credit like I have done in the past.

When I got to the customer services the young lady told me that I can only exchange it for George only items and that I couldn't have a Gift Card with the Store Credit on because "they don't do that anymore"!!!

I told her that they had done that for me last month but she insisted that I would need to swap it for something else there and then!!!

I was considering asking for the supervisor but couldn't be bothered because there was a big queue and I felt embarrassed. What I don't understand is last month I was given a giftcard that I could even use on Food items and now I can't even get a Giftcard for George!! Can I ask if this is a new Policy for Asda this month or did she get it wrong?

ChrisCobra

Maybe they thought you nicked it.

pendulum

I'd be surprised if it has ever been official policy to accept goods back without a receipt or proof of purchase, you relied on goodwill last time and were lucky they were prepared to exchange it this time, you have no rights at all without proof of purchase so whatever they offer you is a bonus.

questionabout

Haha quite amusing.

The reason why I wanted Store credit is because the Dress will likely drop in the Sale soon which will probably half what I paid for it. If they had given me a Giftcard yesterday then it would retain its value.

Hoping someone on here who works in Asda can clarify this "new policy"

questionabout

pendulum wrote: »

I'd be surprised if it has ever been official policy to accept goods back without a receipt or proof of purchase, you relied on goodwill last time and were lucky they were prepared to exchange it this time, you have no rights at all without proof of purchase so whatever they offer you is a bonus.

That's incorrect. If you look at there store policy here:

http://your.asda.com/2009/7/28/exchanges-and-refunds

Its says that "simply return it to the store in a re–saleable condition within 28 days of purchase for an exchange or refund — a receipt is preferred but not essential."

jackieblack

I think you've just answered your own question.

I don't understand from your original post whether you accepted they said, or if you still have the item. If you still have it I'd print off what it says on Asda's website and go back.

questionabout

But the ASDA website hasn't been updated for months and was hoping that someone who works in ASDA on her could clarify?

I still have the dress. I didn't need anything so didn't do the exchange, I said I would come back on Friday with hopefully armed with more information. If not I'll just gets lots of new socks or something

jackieblack

questionabout wrote: »

But the ASDA website hasn't been updated for months and was hoping that someone who works in ASDA on her could clarify?

I still have the dress. I didn't need anything so didn't do the exchange, I said I would come back on Friday with hopefully armed with more information. If not I'll just gets lots of new socks or something

I would argue that if that is what the website is stating to be the policy, that is what the customer should expect to happen.

If they have changed the policy, but can't be bothered to update their website, the customer can't be expected to know that.

vyle

questionabout wrote: »

Haha quite amusing.

The reason why I wanted Store credit is because the Dress will likely drop in the Sale soon which will probably half what I paid for it. If they had given me a Giftcard yesterday then it would retain its value.

Hoping someone on here who works in Asda can clarify this "new policy"

If that's the case, then they certainly don't have to accept it back, even if you have a receipt.

gemstars

Just a thought, the website quote above states that a receipt is preferred but not essential. Could ASDA argue that some sort of proof is still required? E.g bank statement etc.

4743hudsonj

gemstars wrote: »

Just a thought, the website quote above states that a receipt is preferred but not essential. Could ASDA argue that some sort of proof is still required? E.g bank statement etc.

Yes they could, not very clear but doesnt exclude this as a possibility