River Island refusing to refund even with a receipt!

gravitytolls

geri1965 wrote: »

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!

Maybe tried and put back on the rail, even held up on it's hanger to see if it would fit, suit colour wise etc. would leave traces of perfume.

Muffinmaker

Gordikin. I am a size 10 so I am slim, but I have muscle which weighs more than fat as I go to the gym 3 times a week.

Muffinmaker

The amount of times I've tried things on in Topshop, Oasis etc. and there has been foundation creme all over the neck etc.

gener8or

Muffinmaker wrote: »

Thank you gener8or - you get my gist. If companies don't treat their customers well, well then that customer will not spend money in that store and that company could miss out on hundreds of pounds in the long run. Not good in our economic climate. And bearing in mind cost price is less than half of what you pay in the store.

Problem is the staff / managers seem to think protecting a few pounds and making the customer feel like a fraud benifits the business, but long term it does the opposite.

I have never had an issue at Next either they are great and more than happy to spend my money there.
After you expereince at RI I might think again before stepping in.

Muffinmaker

Well if you do make sure you keep any receipts. I will be more careful from now on for sure. And I think RI are a bit overpriced - and they are not cheap like Primark from whom you kind of expect some difficulty in returning items - so if they want to sell their clothes then they need to do better on customer service. Generally I've been in there and it's been fine and if a shop assistant is a bit off hand its usually water off a duck's back. I just think I had a very bad experience. I am interested to know though what head office will say - as I emailed to them a complaint about my treatment.

And I do wish Debenhams and Topshop would stop asking me if I want a store card every time I buy something... I feel like saying back "well that is exactly why this country is in such a mess" i.e. easy credit.

DCFC79

Muffinmaker wrote: »

Seriously guys. You have been on here too much and too long. Have a break there is a world out there you know. I'm going back to the real world.

i think people will spend what ever amount of time they want on here, i for 1 will spend a few hours on here at the weekend since its my day off and i like to do what i want

unholyangel

Ok, so before i post this i am going to say i'm not in any way intending to pick on you. Just pointing out a few of your statements that stood out to me as confrontational. What you said is in italics.....any comments i have made are in purple.

She got a bit narky and impatient because I said that I didn't think that was right/legal - and heres problem 1. Generally if you tend to question your rights right from the start, it will put employee's on a defensive mindset and uncooperative. Best to question politely, go home do your research and then call and speak to the manager.
I am not sure what day I did the exchange (I have quite a busy life)
then said I spend a lot of money in this store and you've lost a customer - This makes it sound like you think your time is more important than theirs and that you were unwilling to even put any effort into helping them help you.
I don't care if it is a busy Saturday - Unreasonable, not willing to be understanding but expecting them to be understanding towards you.
she was very bolshy, stressy and inarticulate - Think that you're better than others.
I love the way that people can comment on my "behaviour" when they weren't even there! - condescending and confrontational
That is the sort of thing Daily Mail readers do. - judgemental and again, condescending
I think you are being provocative by insinuating that I was. People who are confrontational are generally poorly educated and unable to articulate what they are trying to say and use bad language. Just because someone is a store manager it doesn't mean that they don't have an "off day", which I think this woman did and she was taking it out on me - again judgemental and condescending.
Why shouldn't you expect one - I had a receipt and I was not aware that the old receipt couldn't be used for an exchanged item - Ignorant. Because you weren't aware of it, it doesn't count?
You are not being helpful. Just negative and judgemental. - Kind of pot/kettle there on the latter part.
I find it so strange that people comment on consumer rights etc. but have no interest in helping the "consumer", just berating them for their unwise purchase. - Came across as petulant because you were advised of your rights as opposed to what you think should have happened.
If you knew anything about marketing then you'd realise this. - Condescending
As far as I was concerned I had a receipt! - Self important. Only your view matters
And Kwaks etc. weren't there so they cannot say that I was being confrontational. - Condescending
Some people are so lazy they'll sit back and criticise others attempts to improve consumer rights and then take full advantage themselves when something happens to them. Such hypocrisy. - Judgemental, quite hateful really.
And how exactly do I come across as being unreasonable? Do I swear? Am I irrational? I think not. - Again condescending
I didn't expect a branch manager to give me a load of **** - Sorry but highly amusing and contradictory since the quote above and also a earlier quote saying confrontational people use bad language :rotfl:
No size 16 isn't healthy unless you're six foot. - This has been covered already
Since being on this forum I don't think I have had anyone actually offer me any genuine help. Just negativity and horrible comments. - You were offered genuine advice. It just wasn't "ideal" to you.
A confrontational comment to me would be all uppercase, inconsistent, contradictory, lots of exclamation marks, swear words etc. - Need i really say anything here?
I think if you go by the BMI chart as what is a healthy weight and what isn't, then you'd have to be quite tall to be a healthy size 16.
I do weights, so I know that already. - These two statements are inconsistent and contradictory. In the first you're using the BMI chart to justify your earlier statement of a size 16 not being healthy, in the 2nd you're (i think) agreeing with me that BMI charts can't be used to determine if a person is healthy or not.


Like i said, really not intending to pick on you. Just trying to shed some light on what you've said that made me reply as i did. Not sure if everyone was the same or whether they picked up on other things.

Pound

clarkey3262 wrote: »

Unless the item is faulty or was mis-sold then you don't have a right to refund/exchange.

I have to disagree with this. Although you don't have a statutory legal right to return a item that isn't faulty, River Island advertise that they allow this in store and on the back of the receipt.

I would have thought that this therefore forms part of the contract between River Island and their customers which is effectively a "right" to return the item. I don't see how RI can retroactively decide that their policy is discretionary.

BlueAngelCV

Pound wrote: »

I have to disagree with this. Although you don't have a statutory legal right to return a item that isn't faulty, River Island advertise that they allow this in store and on the back of the receipt.

I would have thought that this therefore forms part of the contract between River Island and their customers which is effectively a "right" to return the item. I don't see how RI can retroactively decide that their policy is discretionary.

I don't have a RI receipt in front of me but I think that it is at the management's discretion as that it the case at most other places.

In any case in this instance the OP didn't have the receipt.

Butterfliesarepretty

Muffinmaker wrote: »

Well if you do make sure you keep any receipts. I will be more careful from now on for sure. And I think RI are a bit overpriced - and they are not cheap like Primark from whom you kind of expect some difficulty in returning items - so if they want to sell their clothes then they need to do better on customer service. Generally I've been in there and it's been fine and if a shop assistant is a bit off hand its usually water off a duck's back. I just think I had a very bad experience. I am interested to know though what head office will say - as I emailed to them a complaint about my treatment.

And I do wish Debenhams and Topshop would stop asking me if I want a store card every time I buy something... I feel like saying back "well that is exactly why this country is in such a mess" i.e. easy credit.

Muffinmaker I stick up for you. I go in shops and buy clothes and never try them on normally take them home and return them if they dont fit. But its rare I have to do that.
Also I agree with you on the pack mentality. My posts in the past I have been attacked on when I went on for advice.
:T