New Look Sale - No Returns Allowed

chuckley

i will cause the BIGGEST scene if they even try this with me and my online order.

fiscalfreckles

I have to say though that I can see why they have introduced this policy. The queues in our NL are always ridiculous and it is mostly caused by people bringing back stuff thay have bought online. I have suggested to the staff many times that they at least have a separate till for returns, but they have never done that. It does hold up in-store shoppers (who have tried on their purchases & know that they fit) so much!

Pink-Angel

The new refund policy doesn't actually refer to online purchases but to sale items purchased in store from 26 December. I guess New Look (like other stores) offer the chance to return items instore that have been bought online because that makes it easier for the customer - ultimately they want our money. (Some of us unfortunately have to shop online because sizes are limited in stores - at least they are in my local store.) The online return policy says that items can be refunded - and this should continue to apply under 'distance selling regulations'. I think the staff have not been properly briefed on everything, hence the confusion. I think having more staff on the tills would help in general, but as with everywhere else there are cutbacks.

missPinky

I too discovered this yesterday when i went to return some sale items brought on the 26 December, however i argued my case as there is no signage in the store (Leeds) and wasn't informed when i purchased the item (Meadowhall) and finally it does not state it on the receipt and i got my money back.

sunnysea83

I bought some bits on boxing day in my local new look, one of them didnt fit so I went to take it back.

When I got to the till the girl looked at my receipt and said exchanges only - she explained that the policy had changed on boxing day and appologised, i took the items with me and didnt exchange.

I then went back the following day after reading my receipt which is clearly states any item can be returned etc and had a different girl who told me that it was a new policy from boxing day and they had massive signs up by the tills (they didnt) and that they had told everyone who bought sale stuff (they hadnt told me or my sister who was served after me. I pointed out that my receipt said that I could return, they didnt have any of these so called signs and that they hadnt told me, nor had they told any of the people they had served in front of me whilst I qued to return the item - she pointed out a little sign by the tille which starts off in large print saying items can be returned etc and then half way through the small print 2nd paragraph says 'excludes sale items etc etc

Anyway in the end she gave me a credit note - which she claimed under the new sale returns policy she shouldnt do - its not like i spend it anywhere else.

I bougth a coat Christmas eve online (still hasnt arrived) from the sale and since ive seen it in another store and dont like it so that will be returned for a cash refund. I think the new policy is for stores only and not online.

I wont be buying in new looks sale again unless the ques arent too long for the changing rooms that I can try it on!

they do need to change their till rolls tho and they should have told people when buying that their policy had changed!

sunnysea83

famy wrote: »

I have recently purchased many sale items on the new look website (£100 worth). When I tried to return it in store, the sales assistant told me that I could only exchange my items. However, I checked online at the bottom of the website 'delivery and returns' section, but there was no mention of the exchange only policy for sales items. It clearly reads

''Returns to store (UK & Ireland only)
You can return products delivered to a UK address to any standalone New Look store (excluding our concessions in department stores and factory outlets) in the UK or Ireland for an exchange or refund within 28 days of purchase. Please ensure you bring the despatch note with you as proof of purchase.
We will refund the full price you paid for the products, in sterling, using the same method you used to pay for them. Refunds for products bought online using PayPal will be made by issuing New Look credit vouchers.''

The same is also written on my dispatch note. Yes i do agree that most stores do have a different policy when it comes to returning sale items, but it is often written in the back of their receipt and on the returns section of the website. However this store does not.
This is very unfair to customers especially those who are spending loads, like me without any knowledge of their returns policy regarding sale items. They should update their website when they change any of their policies.

Surely this cannot apply for online customers because they cannot try the item on before purchasing it.

under distance selling regs cant you return within 7 days anyway?

Also I thought the new policy was for in store sales only.

new look wont be getting much business from me this year!

stephen77

why not try on sale items first rather than boycott?
Once new Look do it other shops will soon follow suit.

adandem

stephen77 wrote: »

why not try on sale items first rather than boycott?
Once new Look do it other shops will soon follow suit.

1. Not always possible to try on - changing rooms are very hit and miss and if you're shopping as a mom it's not always possible.

2. Many customers are loyal to shops that offer goodwill and will often buy and keep goods which they know they can return should there be a problem.

3. Many shops only adopt this policy when goods have been reduced by 50% or more. Some of NL's sale items are only reduced by £2 or £3 which isn't enough of a saving to risk buying.

4. The way the policy has been introduced looks very bad on the company - no time given for customers to be made aware. I certainly wasn't last week when I bought something either by a sign or verbally. Certainly put me off the store for future use, esp. as I'd never pay full price in NL as I think the quality of their clothes is quite poor lately.

Jennie-1987

stephen77 wrote: »

why not try on sale items first rather than boycott?
Once new Look do it other shops will soon follow suit.

Agree with Adandem and read earlier in the thread for previous answers to that question. There are many reasons why trying items on before buying isnt as easy/reasonable as it sounds, many can be solved by NL but wont. I think for a shop which has a lot of sales this change in policy is idiotic; withdrawing your right to return unsatisfactory items for a bulk of their stock most of the year.

Jo_F

To be honest, I really don't know why people are getting so het up about this, we all know that shops are under no obligation to replace/refund on an item unless it is faulty, and for so long people have got used to shops taking things back because someone changed their mind, I applaud the shops that are now doing this, if anything it will make people think before they just grab armfuls of clothes, now perhaps they will check what they are buying and check that it fits etc.

If you want to be able to return stuff because you have changed your mind, or it just not the right colour, then do it online where the DSRs will enable you to send it back.