No Receipt - Credit Note For Lower Value

Berkley111

Hi All

Last week I bought a product in a chain store which was faulty. As there were no stores local to where I was when it broke, I bought a replacement from another retailer with the intention of returning the faulty goods for a refund.

Unfortunately I have misplaced the receipt for this product, and was told that as such I would need to accept a credit note instead of a refund to my card, despite the fact that I had both the card I paid on and my bank statement with the transaction on.

When processing my refund the store manager then informed me that the product was sold at a lower price within some period of time, and that I would have to accept a lower refund (to the tune of around £10).

I have spoken to each of the managers at the store in addition to a number of people in the head office of the company.

This section of text from the consumer direct site states that the bank statement I have is acceptable proof of purchase (the product was all I bought, it also still has the price label on it with the price I paid)

Do I need a receipt to get a refund, repair or replacement?

The Sale of Goods Act and other related legislation makes no requirement on the trader to provide a receipt to a customer at the time of sale so it would be unfair to say that you have to produce one to obtain a refund; however the trader may reasonably request you to provide some proof of purchase and this can be in the form of a credit card slip, bank statement or cheque stub etc.

To summarise, I brought a product which was faulty and I'm now being forced to take a credit note for £10 less than I paid for the product a week later. The product is under £100 so not covered by my credit card.

Is this correct? I intend to pursue this if not, so if anyone has any thoughts or advice I'd appreciate it.

Thanks

Berkley

dreamypuma

Whilst the purchase is not covered by Section 75, your Credit Card Statement will act as proof of purchase, which has to be more proof of the actual purchase price than you have now.

Did you purchase multiple items on the card transaction? If not I think the store may be being unreasonable. However I also see the stores point of view. A statement is hardly beyond all reasonable doubt.

Berkley111

The item was the only thing I purchaced on that transaction, so reflects the value of the product, and the price on the label of the product I bought.

I presented the credit card statement in store as proof of purchace.

I realise it's not an itemised bill, which was what they said when I presented it. They also aren't able to look up my receipt on the system like they can in many other (different) stores.

unholyangel

http://whatconsumer.co.uk/do-shops-have-to-give-me-my-money-back/

As it states there, when obtaining a refund you only need to provide proof of purchase........not an actual receipt.

And yes they do have to give you a refund if the item is faulty/damaged. Although they do not have to give one if it was a change of mind. If you have noticed the fault and returned it within a reasonable amount of time, i really cant see how they could possibly fail to provide a refund.

Have you accepted the lower amount or rejected it saying you are not happy?

Berkley111

I was under the impression that accepting something more or less says that they're right, so I took the faulty goods back, at which point I called the head office to no avail. So I still have the faulty product.

The arguement is that they are offering a refund, just no the full amount, so this covers them. At this point I'd be happy to just take the creedit note for the amount I paid. I'm really not happy to accept a £10 loss + forced spend at the store when I'm the one being sold faulty goods.

That's a great link for this type of stuff, thanks.

adam.mt

You say the credit card statement isn't itemised, I'm confused.

As long as it gives the date, purchase price and at what company and that matches the amount paid for the goods you should be covered. According to the legislation that's considered sufficient proof.

Would suggest writing to head office with a copy of the statement with the purchase highlighted and quoting the relevant section of SoGA asking for the full refund (since goods were faulty) since that's what you are entitled to.

kwaks

You seem to have enough proof of purchase (card statement & priced box from store) and they are not denying this. The issue unless I have read wrong is that they are offering you the lower refund amount. I agree with your thoughts that this is completely wrong unless the item is one only expected to last a finite time and you had use for 10% or so of that time.

Have you bought any other items from this store in the past? Do you still have receipts for those? Look for something that has gone down in price instore and demand a refund of that amount, will highlight how ludicrous their position is.

kwaks

Limit wrote: »

If the item has gone up in price should the poster offer to pay the difference?

Well as I suggested that to show how ludicrous the retailers position was, and in fact stated that (just so those of a lower wattage would not miss it) then I am left wondering what this post was trying to achieve?

kwaks

Which would only further enhance the action:whistle:

unholyangel

Its the price at point of sale that is important...........which the OP has said they can prove via bank statement. If the transaction was for this item alone, then the values should match and the store shouldnt be trying to fob them off.

Berkley111

Limit wrote: »

Flip side you have to see it from the retailers point of view they would want proof etc, As for the itemised bill I think the poster means it just says "Purchase Shop £100.00" not containing individual items such as 100 x tins of white paint etc

I always thought you could request the receipt from your credit card company as they receive an electronic copy of it aswell? But some charge for that

Yup, credit card statement simply says Name of Store - £44.99. They say that could be for anything, despite that being the exact price I paid, and the price on the label.

Wasn't aware that you could request the reciept from the CC company, I'll look into that before sending my letter.