Sainsburys wanted to say no

Mupette

May this year OH bought me a kettle sainsbury's own cheap one £15 for my new home as my other one was on it's last legs.

Has done i t's job, boiling water as it says on the tin.

But a few weeks ago we noticed that water poured out from the handle, so after giving in this week, I get DS to get it's box out of the loft and find we had no receipt, but a printed guarantee for 1 year on a till receipt of time and date.

Says its a sainsbury's kettle, so enquired on Tuesday if i could return it as it was faulty and still within the 1 year, but also had no receipt, i was told yes, not a problem, as it is clearly one of theirs.

So Wednesday i pack up the kettle, and take it back to the store, look at the other kettles and go to the clothing till that is near the electricals and speak with the same people that i saw the night before, again i say what the problem is and also no receipt, but as the box is clearly marked as theirs and not someone else's they said choose another and go to customer services.

(It was their own brand, not a ... Russell hobs for example so they knew it was theirs)

Customer Services was happy to listen until i said i had no receipt, and that was it, no receipt no return, I repeated that the item was faulty, and well within the 1 year gurantee, no receipt no return was the answer. She was adamant, so I said ok, lets hope no one gets scolded or electrocuted using this product then (yes i was getting cheesed off by then)

Oh i'll ring my supervisor then, she said,

mutter mutter down the phone, honour what other staff had said i hear.

Yes you can exchange the kettle she says.

So i paid £3 which was the difference in price of kettles.

I was lucky, but where did i really stand with this.

I didn't have a receipt, the item had become faulty within the year, the item was very clearly marked as one of their own brands.

three1ne

I dont know the official stance on it but its seems like the first person you spoke to instore was just being awkward for the sake of it.

zppp

I suppose the advisor's thinking was, how do they know it is within guarantee if there is no reciept? I think they came to a suitableconclusion however, allowing you to exchange.

neilmcl

zppp wrote: »

I suppose the advisor's thinking was, how do they know it is within guarantee if there is no reciept? I think they came to a suitableconclusion however, allowing you to exchange.

Or even whether it was "purchased" in the first place or indeed by the OP!

The fact that an item is own-brand is not proof of purchase in its own right.

Mankysteve

No proof of purchase no right to return. even if it is one of their products.

On a side note proof of purchase doesn't necessary have to a receipt.

Mupette

The one thing i had was on a till receipt, the date, time, store number (not telephone) it said it was the guarantee, for 1 year.

OH bought the kettle but admitted that he thought he took the receipt because he could claim expenses on something else he bought at the same time on the same till roll.

Noctu

If you had bought it with a credit/debit card, you can use the bank statement as proof of purchase... IIRC.

SallyForth_2

Noctu wrote: »

If you had bought it with a credit/debit card, you can use the bank statement as proof of purchase... IIRC.

I often wonder how that would work, given that the statement entry would be for the total paid for the shopping from the store, rather than for any specific product purchased.

zppp

SallyForth wrote: »

I often wonder how that would work, given that the statement entry would be for the total paid for the shopping from the store, rather than for any specific product purchased.

Stores would have access to some form of audit trail, so once it has been identified on the statement, they should be able to bring up the details via the card (PAN) number, and look at the day's transactions. (Although it is starred on receipts, the full card number is stored on their audits)

The only problem I see is if you can't remember the exact date and you shop there regularly - you may not be able to identif the relevant transaction.

Mupette

They gave us when we purchased the kettle, 2 receipts, one was the actual receipt and the other was the guarantee for one year, it had the time and date and store details on.

So i knew based on that information, where and when and time and date of buying the kettle.

kazzah60

Mupette wrote: »

They gave us when we purchased the kettle, 2 receipts, one was the actual receipt and the other was the guarantee for one year, it had the time and date and store details on.

So i knew based on that information, where and when and time and date of buying the kettle.

If the receipt that you had was a guarantee with the date of purchase on it then you ahd every right to demand a refund because your goods were faulty within their guarantee period
as others have stated you don't legally need a receipt - simply proof of purchase- which clearly you had