New Look Sale - No Returns Allowed

sunnysea83

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.

Yes i tried to get a credit note for my sale stuff i bought on boxing day but told exchanges only - i asked why when I couldnt spend the credit note anywhere except for New Look and told its policy - in the end she did give me a credit note as a good will gesture because the receipt had the old policy on it and i hadnt been informed of the new when purchasing!

I dont understand why they wont give a credit note, I would be happy with that.

akh43

I have also fallen foul of this new change and am not happy. I have made 6 purchases in various different New Look stores some before and some after the changes, all sale items.

In 3 different stores I purchased in after 26th and I was NOT advised of the changes by any of these stores nor did I see any of the so called signs. At one of the stores due to the large queues at the changing room and only having one item we just went to the till and mentioned this when buying and at no time were we told of the new policy, I only found this out on 4th Jan when I tried to return them at a different store. I was told it was publicised with signs and should have been told at the till. It was suggested I take it back to the store I purchased at as they should have told me. I did go back there and although at first they would not refund when I asked to see a manager as a good will gesture they did refund.

DD has been at her dads and came home to say a couple more of the items bought were not suitable and I went to return today, after my experience on 4th Jan I went back to the store purchased and even the same till person as the other night, who remembered me and was aware until the other day I did not know of the new policy. She did not have authority to refund so got her supervisor. I was refused by the supervisor as she had watch the sales person named on my receipt and they had told customers the new policy, well not when I was served!

I asked re the so call signs and posters as I could not see any she brought from several tills away a cardboard standup information notice, which did not mention 26th Dec but did mention new policy. There were 2 of these signs between approx 8 tills!!!!!

It was also pointed out to me today that the new receipts have this new policy on the front of the receipts, but mine dated 28th and 30th are still the old receipts. Had my receipt had the new policy printed on it then at least I could see their point. But when you have shopped in a store for so many years you dont think they will just change the policy in such a way.

In another store I was pointed to a sign behind the tills approx 4-5 ft away whereby I could just about read the heading but as the rest of the sign was in similar typesize to this no way could I read any of the T&Cs.

I have tonight sent an email to New Look as I am not at all happy with the way they have slipped a new policy in at the busiest time of the year and in such a way. I feel that this is a major change to their policy and as such should have been more highly publicised than it was.

I have bought in New Look for years and one of the things I liked was the fact you could take home and try on properly (its not the same in changing rooms as sometimes you need to try things on with what you are going to wear them with, I usually shop for comfort in jeans & trainers and some how trying a dress or skirt on just looks wrong).

This has really put me off shopping at New Look as most of the items I purchase are in the sales as I find their full priced items overpriced.

Had I seen any of the posters/signs they all state were about for a week or so beforehand (which strangely most have disappeared now considering the sale is still in full swing) or had I been told at the time of purchase then at least I could have made an informed choice, but for them to change a policy in such a way at such a busy time of the year I feel is wrong and I agree the way the policy has been introduced looks very bad on the company - no time given for customers to be made aware and it has certainly put me off the store for future use too.

I also feel sorry for the staff who are now having to deal with disgruntled customers now finding out the new policy as this is not of their doing.

surfboard2

I've just come back from New Look just now.

I bought items in the sale on Christmas Day. A coat didn't fit and i only just got round to taking it back in store today to be refunded. I was well aware of the new policy thanks to this site and comments on their facebook page. I also knew that the new policy came into force on the 26th of December.

So i took my coat in and asked for a refund. As i was aware of the new policy, i looked around the till areas and couldn't see any signs letting the customers know of this new policy. The lady then said to me, i can't have a refund, but only an exchange or credit note. I then said, but this new policy came into place on Boxing Day. She went to speak to her manager, then came back and was still quite firm. Thankfully, i spotted some signs about the new policy on a few tills further down. Might i just add the till i was being served on didn't have the sign on (as well as a few others.) The writing was also very small too. So i said, it quite clearly states, this new policy came into force on the 26th. She asked if i wanted to talk to the manager. I said, yes. So she went to go and get him. Then she came back without him lol and gave me a refund.

Like others have said, i don't care for New Look changing their policy. I just think its common curtsey/good customer service to let their customers know of this change in policy.

I also know for a fact, New Look did not note this change in policy on their site when i made my order.

me4bargains

If you bought it online you would have been entitled to a refund anyway.
The manager probably told the SA that.

chuckley

im returning mine by collect direct. as they'll have the item back they'l have no excuse not to refund.

akh43

I was told today in a New Look store that its now exchange or credit note, she said it was due to the amount of complaints they had received regarding the changes. At least its better than nothing, but I doubt I will be going in there very often now as I mainly bought sale items.

a1176003

Guys, I was not aware of the new policy either and ordered goods online, some fit some don't and I want a full refund for those that don't. I just found this:

Returns by post

You must return any products by post within 14 days of the date the products are delivered to you. The products are your responsibility until they reach our fulfilment centre.
If you are returning products from outside the UK or Republic of Ireland you will be responsible for the cost of returning the products to us by post. A free post returns option is available for UK and Republic of Ireland deliveries. Please see the dispatch note enclosed with your products. If products are returned by post, you should obtain proof of postage from the postal service you use. We recommend that you use a postal service that insures you for the value of the products you are returning. We will refund the full price you paid for the products, using the same method you used to pay for them. No exchanges can be made via the fulfilment centre (this is because we cannot guarantee stock levels due to expected high turnover of styles).



Return items at your local Collect+ store FREE

Collect+ is a free and convenient way to return parcels to New Look at 3500 local neighbourhood stores that are open long hours, including evenings and weekends, so you can drop off your parcel at a time to suit you.

Collect+ services are securely delivered by PayPoint and Home Delivery Network and you will receive proof of postage, insurance and an online tracking code, so that you can follow your parcel's progress back to us.

Using Collect+ is easy, just follow these simple steps:

1. Go to (i'm a new user and can't post a link so just put www in front) collectplus.co.uk/newlook to find your local store
2. Follow the instructions to print off a returns label
3. Securely attach the label to your parcel
4. Drop off your parcel at ANY Collect+ store
5. Track your parcel at collectplus.co.uk


So to summarise, I believe you can return goods free of charge if you live in the UK/ROI for a full refund. If you live outside the UK/ROI you will be out the postage but will receive a full refund. Let me know what you think?? I'll try and let you know how I get on.

Regards,

Karen.

isplumm

a1176003 wrote: »

Guys, I was not aware of the new policy either and ordered goods online, some fit some don't and I want a full refund for those that don't. I just found this:

Returns by post

You must return any products by post within 14 days of the date the products are delivered to you. The products are your responsibility until they reach our fulfilment centre.
If you are returning products from outside the UK or Republic of Ireland you will be responsible for the cost of returning the products to us by post. A free post returns option is available for UK and Republic of Ireland deliveries. Please see the dispatch note enclosed with your products. If products are returned by post, you should obtain proof of postage from the postal service you use. We recommend that you use a postal service that insures you for the value of the products you are returning. We will refund the full price you paid for the products, using the same method you used to pay for them. No exchanges can be made via the fulfilment centre (this is because we cannot guarantee stock levels due to expected high turnover of styles).



Return items at your local Collect+ store FREE

Collect+ is a free and convenient way to return parcels to New Look at 3500 local neighbourhood stores that are open long hours, including evenings and weekends, so you can drop off your parcel at a time to suit you.

Collect+ services are securely delivered by PayPoint and Home Delivery Network and you will receive proof of postage, insurance and an online tracking code, so that you can follow your parcel's progress back to us.

Using Collect+ is easy, just follow these simple steps:

1. Go to (i'm a new user and can't post a link so just put www in front) collectplus.co.uk/newlook to find your local store
2. Follow the instructions to print off a returns label
3. Securely attach the label to your parcel
4. Drop off your parcel at ANY Collect+ store
5. Track your parcel at collectplus.co.uk


So to summarise, I believe you can return goods free of charge if you live in the UK/ROI for a full refund. If you live outside the UK/ROI you will be out the postage but will receive a full refund. Let me know what you think?? I'll try and let you know how I get on.

Regards,

Karen.

Hi

Ordering something online is completely different to buying it in a shop - online you are covered by the DSR, which gives you 7 working days to notify retailer you want to return goods.

In a shop they don't have to accept a return unless it is faulty .... so if it doesn't fit hard luck ...

Mark

chuckley

well they'll have loads of ppl ripping and damaging the goods for a refund. their loss.

Jo_F

chuckley wrote: »

well they'll have loads of ppl ripping and damaging the goods for a refund. their loss.

A rip or some other kind of damage should be something that you notice when purchasing the goods in the shop.