Poundworld refuse to replace faulty goods

steve3742

I've just been to Poundworld in Nottingham (Victoria Centre branch) and I bought a foldaway rucksack as I'd been shopping elsewhere and my current rucksack (which converts to a bike pannier) was getting too full. Anyway, I left, did a bit more shopping and then opened and loaded the rucksack I'd just bought. But when I swung it onto my back, I noticed one of the straps was broken

No problem, I though, I was only a minutes walk away from Poundworld. so I went there, got a new rucksack and went to the till to explain what had happened. I was asked for the receipt and I looked for it but couldn't find it. But I happened to know that you don't need a receipt to exchange faulty goods and I informed the till woman of this. But she replied that it was store policy not to exchange goods without a receipt. I told her this was illegal, but she was adamant.

So I asked to see the manager and eventually the manageress, a woman called Malwina, turned up. I explained that I was returning faulty goods and that you didn't need a receipt for that, but she was equally adamant - it was a policy of Head Office, they wouldn't exchange without a receipt. I explained that this was illegal, asked if it was store policy to break the law in this way, but her only response was "I'm sorry you think like that" - sort of patronising, IMHO.

I admit I got a little heated, started talking a little loudly, verging on shouting, perhaps. But I was frustrated by the lack of give, especially as I knew I was right. All she could say was that as "I felt like that" perhaps I should complain to Head Office. Eventually, I bought another rucksack (as I still needed one to get my stuff home in), opened it in front of them and checked that it wasn't defective, got Malwina to write down the address of Head Office (and put her name to it - that's how I know it was Malwina) and left.

So......

I feel like a right scrooge making all this fuss over £1. But I also feel cheated - they sold me something that was defective and they refused to replace it because I'd lost the receipt. So I'm minded to take it further, complain to Head Office. It's not so much getting my pound back as not letting them sell faulty goods and refuse to replace them.

What does everyone think? Should I complain to head Office?

bris

It's not illegal to refuse a refund without a receipt, if you can't prove where or even if you bought it then you have no recourse.

cyberbob

Well as soon as you start claiming things are illegal your going to wind anyone up. Especially when you're wrong as well. Yes technically you don't need a receipt but you do need to be able to prove the item came from that shop by other means. As you paid cash you didn't have any other means.

If you'd been nice and polite and not claimed things were illegal I bet you would have got a replacement.. So mark down to experience and make sure next time you claim something is illegal it actually is then you wont look as silly.

aliasojo

From Consumer Direct...

Do I need a receipt to get a refund, repair or replacement?

The Sale of Goods Act and other related legislation makes no requirement on the trader to provide a receipt to a customer at the time of sale so it would be unfair to say that you have to produce one to obtain a refund; however the trader may reasonably request you to provide some proof of purchase and this can be in the form of a credit card slip, bank statement or cheque stub etc.


Personally I choose my battles in life carefully. I wouldn't be wasting my time or energy on this tbh. Some things you are better off just letting go, they really are not worth the effort involved to push them.

Jeff_Bridges_hair

steve3742 wrote: »

I've just been to Poundworld in Nottingham (Victoria Centre branch) and I bought a foldaway rucksack as I'd been shopping elsewhere and my current rucksack (which converts to a bike pannier) was getting too full. Anyway, I left, did a bit more shopping and then opened and loaded the rucksack I'd just bought. But when I swung it onto my back, I noticed one of the straps was broken

No problem, I though, I was only a minutes walk away from Poundworld. so I went there, got a new rucksack and went to the till to explain what had happened. I was asked for the receipt and I looked for it but couldn't find it. But I happened to know that you don't need a receipt to exchange faulty goods and I informed the till woman of this. But she replied that it was store policy not to exchange goods without a receipt. I told her this was illegal, but she was adamant.

So I asked to see the manager and eventually the manageress, a woman called Malwina, turned up. I explained that I was returning faulty goods and that you didn't need a receipt for that, but she was equally adamant - it was a policy of Head Office, they wouldn't exchange without a receipt. I explained that this was illegal, asked if it was store policy to break the law in this way, but her only response was "I'm sorry you think like that" - sort of patronising, IMHO.

I admit I got a little heated, started talking a little loudly, verging on shouting, perhaps. But I was frustrated by the lack of give, especially as I knew I was right. All she could say was that as "I felt like that" perhaps I should complain to Head Office. Eventually, I bought another rucksack (as I still needed one to get my stuff home in), opened it in front of them and checked that it wasn't defective, got Malwina to write down the address of Head Office (and put her name to it - that's how I know it was Malwina) and left.

So......

I feel like a right scrooge making all this fuss over £1. But I also feel cheated - they sold me something that was defective and they refused to replace it because I'd lost the receipt. So I'm minded to take it further, complain to Head Office. It's not so much getting my pound back as not letting them sell faulty goods and refuse to replace them.

What does everyone think? Should I complain to head Office?

:silenced:

steve3742

Granted I needed some proof of purchase. But as I'd only been in the store 10 minutes earlier, this shouldn't have been impossible, even without a receipt. The guy who served me earlier might have remembered me, for example.

I know I shouldn't have raised my voice but I only did so after a lot of debate/argument that was going nowhere. I don't think they would have refunded anything even without this (or the accusations of illegality) - they were adamant that it was store policy. Malwina said there was nothing she could do as she was acting on instructions from Head Office.

Jeff_Bridges_hair

steve3742 wrote: »

Granted I needed some proof of purchase. But as I'd only been in the store 10 minutes earlier, this shouldn't have been impossible, even without a receipt. The guy who served me earlier might have remembered me, for example.

I know I shouldn't have raised my voice but I only did so after a lot of debate/argument that was going nowhere. I don't think they would have refunded anything even without this (or the accusations of illegality) - they were adamant that it was store policy. Malwina said there was nothing she could do as she was acting on instructions from Head Office.

So now you accept that you needed proof of purchase but yet you were insistent on telling the manageress that it was illegal that she didn not refund or exchange this item?

I bet she is so happy you shouted at her and is probably laughing at you for getting all your facts wrong too.

Well done to you.

sarahjayne1977

you could have sorted it quite easy..surely you would have got a recipt for the second bag you bought..so when your down next take that reciept and broken bag back and get refund..problem sorted
mind for a pound i dont think i would have embassed myself to be honest

Gavin83

Did the guy who served you remember you?

At the end of the day you were in the wrong and were unreasonable in arguing with them for sticking to the law. They don't have to refund you if you can provide no proof of purchase.

Seeing as the store were correct in their actions I see little point in contacting head office.

gordikin

Go back and apologise as you were wrong !

bengalknights

sarahjayne1977 wrote: »

you could have sorted it quite easy..surely you would have got a recipt for the second bag you bought..so when your down next take that reciept and broken bag back and get refund..problem sorted
mind for a pound i dont think i would have embassed myself to be honest

Now thats the MSE answer haha :rotfl: