New Look and DSR's..

floralaura

I purchased a coat off the NL site on the 10th of Oct..it arrived a couple of days later..by the 16th the coat had broke (a drawstring had come away as the stitching came undone)..so I was told to return it to store so it could be checked..
I arrive at the store and explained the issue and that I paid by paypal so needed the amount refunded onto a gift card so I could go back online and buy another coat..they were 'ok' with that..she then proceeded to put my refund onto a card..minus the delivery! So I politely told her she was refunding me £3.95 short..she then told me that they don't refund delivery. This is when I told a porky and said the Man I spoe to on the phone had said yes they do and that I wanted it back as it had cost me £5.50 to get to the store to return it so I was not going without it, she begrudgingly put it on and I left.
I then go home and order another coat..added more to the final price than was on the gift card too. The coat arrive Thursday. It was pink. Which would be nice, only it was grey in the photos and I don't 'do' pink.
So off I went to NL yesterday with the coat, still in the original plastic bag as I hadn't touched it. As I walk in the shop I set the alarms off, so cue everyone looking at me from this point..I get to the till and say I would like to return this coat for a full refund, there nothing wrong with it apart from not being as described..thats fine im told. She then scans it through, then realises I paid by both gift card and paypal and declares she cant refund me cause I paid by paypal and I will have to send the coat away to be refunded by the main warehouse place (not true as it tells you on the site you can return paypal for gift credit in store)..when I told her they could and they had infact done this for me only a few days previously she started accusing me of 'being mistaken' (read lying!) and getting an colleague involved by shouting down the till about having to get the manager.. he other Girl agreed about not being able to refund me then when I said please do get a manger she suddenly realised she could refund me!
They together now proceed to refund the money onto a card, minus delivery..again!
So I told the Girl she had forgotten to refund the delivery..she informed me they dont refund delivery. I replied saying ''Yes you do, under the distance selling regulations you HAVE to refund delivery'' which was then met with my line of the year ''the distance selling regulations dont count for thins bought online so we dont have to refund it im sorry!''
:rotfl: I informed her that yes you do then they decided there was no way to refund me..yet they had managed to do this the last ime I had returned a coat, this time however there was no way to enter the delivery charge on the till..i again disputed this and told them it had been possible previously to again be told I was mistaken!
Finally after more discussion they decided they could refund the delivery and I went on my way...
Determined to NEVER use new look again. I was made to feel a complete twit for doing something I was completely within my rights to do!!

catch_me_if_you_can

floralaura wrote: »

''the distance selling regulations dont count for thins bought online so we dont have to refund it im sorry!''

Brilliant. Love it. :rotfl:

chuckley

LMAO!!!!!!! Now complain to head office and they'l send u some vouchers!

ive heard lots of bad thing tho about NL online service.