River Island refusing to refund even with a receipt!

Muffinmaker

Hi, I bought a cardigan in a size 10 about 2 weeks ago for which I have a receipt. I took it back and exchanged it for an 8 but I didn't get a new receipt as far as I know because they normally staple the new receipt to the old one, I did fill out one of their forms. Anyway I tried to take the size 8 one back with tags and button (not attached) because the 8 is a bit too snug on the arms. Anyway the manageress refused to give me a refund because I did not have the new receipt! The original did have the item crossed out on it so you could tell that the item was an exchange. She got a bit narky and impatient because I said that I didn't think that was right/legal, she asked me what day I did the exchange because they can check but I am not sure what day I did the exchange (I have quite a busy life). Anyway... she said that she didn't have time to deal with this and I then said I spend a lot of money in this store and you've lost a customer. She then threatened to call security and have me forcibly removed! I'm hardly the aggressive type. Any idea on what I can do I'm still within the 28 day period. I don't get this thing about the receipts either because I can read anything about it on the back of the original receipt in their T&C and there is nothing on their website. How on earth are you meant to know all of this??

clarkey3262

Unless the item is faulty or was mis-sold then you don't have a right to refund/exchange. The 28 day return you mention sounds like something that is at the retalers discretion and if they say no then, to be blunt, tough, there is nothing you can do about it.

HTH

Chris

kwaks

Get what about the receipts? That you need them to exchange?

You may find going in at a quieter time might help, saturday is their busiest day and they would be less inclined to search their exchange records for you.

TBH if I was the shop manager I might be a little narked that someone would exchange an item like that and not try it on at least. It won't be resold, it will have to be sent back, so whatever your value as a customer is it has possibly been wiped out by the return of two items. You do know you can try the cardigan on before you buy don't you?

Bit harsh, but it does seem that you do have some responsibility in this, and their exchange policy is above and beyond your rights.

Muffinmaker

Yes I see what you mean, but I am quite shocked by the lack of customer service and to think I've spent hundreds in that shop over the years. No more though from now on! They can whistle.

Muffinmaker

I had a receipt - the original - I wasn't aware that you need to have a new receipt and normally they staple the new to the old - and I did try it on, but it sometimes takes a another try on to be sure. And it wasn't ever worn so there is no reason why it shouldn't be resaleable. You'd think that a high street store would value its customers it has considering how tough the retail industry is going to get it once the cuts take hold. All the stores do a 28 day refund and if you don't have a receipt they would at least give you a credit note, and most shoppers expect this. It seems that the high street are reneging on that now. And that woman was rude and I don't care if it is a busy Saturday (and there was no one queuing behind me). branch managers should threaten to have you removed from the store because you had the temerity to ask for a refund!

cyberbob

Make sure you want the item and try it on in store before you buy. You have no legal rights for a refund and maybe the woman was rude because you came across as confrontational and your attitude.

kwaks

Of course they can't resell the item. It is no longer "new". High St stores do on the whole value their customers, but as times are getting tough then they "may" have to try to protect their profits a bit more. As for saying ALL the stores offer a 28 day refund, you are simply wrong. Many offer 28 day exchange if you have proof of purchase and the goods are in the original condition (in this case with tags still attached). Seems you had neither, and in addition you say you were asking for a refund rather than exchange.

Muffinmaker

I wasn't confrontational at all - I am quite mild mannered - she was very bolshy, stressy and inarticulate. I love the way that people can comment on my "behaviour" when they weren't even there! That is the sort of thing Daily Mail readers do.

And I have never ever had a problem getting a refund. I had a receipt and I was within the 28 day limit. Okay they might not have to give me a refund, but everyone who shops in the high street is generally used to a certain level of service. If River Island want to get "tough" with their customers then they will not survive in this climate. Companies that thrive are the ones who treat their customers well. I will take my money elsewhere to a shop that prides itself on good customer relations.

McKneff

Why didnt you try the item on before you left the shop. x 2

wealdroam

Muffinmaker wrote: »

Anyway... she said that she didn't have time to deal with this and I then said I spend a lot of money in this store and you've lost a customer.

Muffinmaker wrote: »

...I don't care if it is a busy Saturday...

Muffinmaker wrote: »

I wasn't confrontational at all - I am quite mild mannered - she was very bolshy, stressy and inarticulate. I love the way that people can comment on my "behaviour" when they weren't even there! That is the sort of thing Daily Mail readers do.

Well there are three posts which make it quite easy, for me at least, to form an opinion on your behaviour.

Yes, I wasn't there, but someone who provokes shop staff to call for security to eject them from the premises, clearly is causing a disturbance.

The last sentence in the third quote above is confrontational too.

Oh.. and I come clean... I have been known to glance at the Daily Mail from time to time.

geri1965_2

kwaks wrote: »

Of course they can't resell the item. It is no longer "new".

Of course they can, and they do. I ordered a t-shirt from Debenhams the other day and when it came I could smell perfume on it!