BBQ from homebase faulty

kirstym01

Does anyone know how we stand in this situation.....

Last Monday (Bank Holiday) we bought a BBQ from homebase, as we knew we wouldn't be using it until this weekend we didn't get it out the box until today, when we took it out the wheel was broken and one of the racks inside was broke.

My other half took it back to homebase as soon as we realised but they wouldn't refund or exchange because the silly fool shredded the receipt....only this morning!!! They said they will only refund on showing them either a receipt or a copy of our credit card statement!

I always thought the retailer should at least exchange if it was faulty goods, its not like we were wanting our money back to go off to a different retailer. And I know we didn't have the receipt but they can see its broken and unused, and as we only bought it 4 days ago on our credit card I'm sure they could perform some sort of audit trail in store to see we bought it there.

Does anyone know how we stand with this, I'm not amused that we might end up with a faulty product through no fault of our own!

molerat

You need to provide reasonable proof of purchase. Normally this is a receipt or a credit card statement will suffice. Confirmation of your purchase from a member of staff or other third party should also be acceptable.

They could check their system but I have found that staff, including managers, in many stores do not know how to check the system. I once provided a customer with a copy receipt of an item purchased several months previous at another branch when they were told it was not possible.

Why can you not provide a credit card print out, it would make your life much easier. They want some sort of proof as you would be suprised how much, and what size, stuff is stolen and then returned.

kirstym01

I wasn't thinking along the lines of stolen goods! I'm too much of an honest person to think that some people have the bare faced cheek to do such a thing! We could give a print of our credit card statement except our printer doesn't work at the mo so can't do it til monday when my other half goes to work!

I know it is possible to track card details on store computers as I used to be the epos clerk in a large retail store, its amazing what information you can pull off!

Looks as though we are going to have to get the proof then, damn! I wanted a BBQ this weekend!!

Zandoni

Could always try this method.

Take it back again 15 minutes before the store closes, explain that you accidentally shredded the receipt and you would like the broken parts replaced. If they will not do this for you insist on speaking to the store manager, not a department manager. They will do there best to get rid of you because they will want to go home.

kirstym01

thanks Zandoni, might have to give that a try tomorrow! I can't believe he shredded the receipt, I'm always telling him off for shredding receipts too soon, looks like he might have shot himself in the foot with this one!
I'll have to take it back, his powers or persuasion aren't brilliant, he's happy to accept what he's being told! If I had gone earlier I probably wouldn't have left the store until I had been satisfied!
I'll let you know the outcome of your method... have you personally tried it before?!

Zandoni

kirstym01 wrote: »

I'll let you know the outcome of your method... have you personally tried it before?!

A few times :rotfl:

gordikin

Shred his balls and tell him they're not important?

kirstym01

And you've always had a good result?? I like this lots, I'm defo going to try your method tomorrow, being a Saturday aswell, they are sure to want me out as quickly as possible!!! Just checked their reserve & collect thing and the product is out of stock in our local store, might cause another issue!

kirstym01

gordikin wrote: »

Shred his balls and tell him they're not important?

I like your thinking gordikin, might save that until the absolutely last resort though!! nothing against any of you guys out there but honestly.... brains!! Its not rocket science to work out if you've made a relatively large purchase you don't shred the receipt straight away and defo not before you've even taken it out the box!!!

Googlewhacker

kirstym01 wrote: »

thanks Zandoni, might have to give that a try tomorrow! I can't believe he shredded the receipt, I'm always telling him off for shredding receipts too soon, looks like he might have shot himself in the foot with this one!
I'll have to take it back, his powers or persuasion aren't brilliant, he's happy to accept what he's being told! If I had gone earlier I probably wouldn't have left the store until I had been satisfied!
I'll let you know the outcome of your method... have you personally tried it before?!

Even though you were in the wrong you would have stayed there arguing the toss, what a great customer you are!

kirstym01

I wasn't in the wrong that the goods were broken!! Yes true I should have the receipt but if the bbq was in perfect order I wouldn't need it anyway..... bit of a viscious circle though isn't it, we're both in the wrong!