New Look Sale - No Returns Allowed

adandem

Jo_F wrote: »

To be honest, I really don't know why people are getting so het up about this, .

I don't know about people getting 'het up' but my problem is not because of the new policy but more the way in which it has been introduced and how customers have (or haven't) been informed.
It seems there has been no period of goodwill, just a blanket ban on returns.

Many high street stores thrive on having a good reputation, esp. where returns are concerned, NL will do themselves no favours in this dept. I could also undertstand the rule for heavily discounted items, many stores do this but NL's sales aren't always that good but even items reduced a little will fall under the new rules.

me4bargains

I can see why NL have introduced this policy regarding sale items.
After all the garments have been reduced because it's old stock that they need to shift so offering refunds is counter-productive, but I think the mistake they have made is failing to publisize the new policy.
They also need to train their staff adequately and dare I say it stop allowing online sales to be returned to their stores.
Shops such as Russell and Bromley don't even offer exchanges on sales goods so customers ensure they want the goods before parting with their hard earned cash.
NL are looking after their business interests and as long as they don't flout consumer laws I don't think they are doing anything wrong.

Pink-Angel

I totally agree that the biggest issue here is the fact New Look haven't got their act together with publicising the change to their policy, and the lack of staff training/awareness. I shop regularly in Jane Norman where they have offered exchange only on sale items for ages, but they always say this verbally at the till, so its never a problem. In my local New Look store they've now put a big sign by the area where customers queue to pay, so it seems they are learning as they go along(!). It's difficult for those who purchased after the policy came into force on 26th and were not informed of it. Hopefully by politely but firmly explaining this the manager will agree to refund as a gesture of goodwill. In my store the details of the return policy on the back of the receipt have not yet been changed, so it's all a bit of a mess really.

Jeff_Bridges_hair

Dont like it. Dont shop there. Or dont buy Sale items which it appears to affect only.

adandem

Jeff_Bridges_hair wrote: »

Dont like it. Dont shop there. Or dont buy Sale items which it appears to affect only.

Not that simple if you've already been caught out though really;)

But as you say, avoid in the future;)

Jennie-1987

Just looked at their amended Returns Policy online and they should really re-read it because theyve just added a load of information into the middle of their old one and its a jumble. The sale returns policy should be headed and highlighted differently - the latter due to it being a recent change that people should be made aware of as much as possible.

New_Look wrote:

Returns to store

You can return any products delivered to any UK address to any New Look UK store for an exchange or refund within 28 days after you receive the products. Please note that with effect from 26 December 2010 our refund policy on sale items changed. Sale items purchased on/or after this date will be eligible for an exchange only. Exchanges can be made for any New Look product. Sale items purchased before 26 December are eligible for an exchange, credit vouchers or refund if returned with a receipt within 28 days (or up to 31 January 2011 if purchased as a gift). Without a receipt an exchange or credit vouchers to the current selling price will be offered. Your statutory rights are not affected Please ensure you bring your payment card and the dispatch note with you as proof of purchase. We will refund the full price you paid for the products, in pounds sterling, using the same method you used to pay for them. If you use PayPal we are only able to refund you in store by issuing New Look credit vouchers. If you wish your refund to be credited back to your PayPal account you will need to return the products to us by post in accordance with the provisions below.

Imo it should be:

_Smart_New_Look wrote:

Returns to store

You can return any products delivered to any UK address to any New Look UK store for an exchange or refund within 28 days after you receive the products. Please ensure you bring your payment card and the dispatch note with you as proof of purchase. We will refund the full price you paid for the products, in pounds sterling, using the same method you used to pay for them. If you use PayPal we are only able to refund you in store by issuing New Look credit vouchers. If you wish your refund to be credited back to your PayPal account you will need to return the products to us by post in accordance with the provisions below.

Sale Items -- *Recent changes made*

Please note that with effect from 26 December 2010 our refund policy on sale items changed. Sale items purchased on/or after this date will be eligible for an exchange only. Exchanges can be made for any New Look product. Sale items purchased before 26 December are eligible for an exchange, credit vouchers or refund if returned with a receipt within 28 days (or up to 31 January 2011 if purchased as a gift). Without a receipt an exchange or credit vouchers to the current selling price will be offered. Your statutory rights are not affected

sunnysea83

surely under distance selling regs you can take the sale item back purchased online for a refund within 7 days anyway!

I def wont be buying sale stuff off line again as there is no way of trying it on beforehand to check it fits etc. I might actually give their sales a complete miss anyway, the ques for the changing rooms at sale times are always so long I wouldnt have time to try them on first.

adandem

If you've bought in sale you're better of saying you have no receipt??? - you can get a credit note.

With receipt - exchange only.

Jennie-1987

adandem wrote: »

If you've bought in sale you're better of saying you have no receipt??? - you can get a credit note.

With receipt - exchange only.

Only if it hasn't gone even further down in price in the sale.

carolineb23

I took back a skirt I'd bought in the sale today. I'd not been told about the change and hadn't seen any signs in store at the time of purchase. I exchanged anyway because there was something else I wanted but I overheard a member of staff telling another customer it's exchange only for sale items. There are still no signs up, in fact, there are plenty of signs up showing the old refund policy which says full price and promotional items will be refunded by original method of payment with receipt. As I said before, I haven't got a problem with the new policy but they aren't doing themselves any favours by not informing people correctly.