refusal to refund return of goods - NEXT

Drive4it

Dear all.

Please find the email ive sent to Next today after my attempt to return goods yesterday. Any advice would be appreciated. Thanks in Advance.


Dear Sir/Madam,

May i just say after shopping at Next on a regular basis over the last 20years plus for myself, my wife, and now my 4 kids i was more than suprised by the way of your customer service yesterday, after being more than happy up till then.

On 23rd December 2010 at approx 9.30am-10.30am, i purchased my wife Donna a pair of Jeans from the Loughborough Store in the Market Place.
they were bought by myself, for my 12 year old son to give to his Mum for Christmas.
I paid cash, and i certainly remember purchasing with a £50 note, as i asked the cashier if they would be ok to accept it, being as some retailers dont.

George, my Son wrapped the present for his Mum to give to her on Christmas Day.
On opening the present, Donna tried the Jeans on, and i unfortunatly bought the wrong size. She being a size smaller of a 12, and me purchasing a size 14.

On wrapping the present, George has thrown the reciept in the bin, along with the packaging from all the presents that was left over.

Yesterday (Saturday 8th January 2011 approx 1.30pm), myself and Donna took the jeans back to the store, and before going to the till picked out the correct size to swap, or to pay the difference of cost.

On doing this, bare in mind the store was busy, and queuing for 15mins, we were told by a (excuse the phrase) a rather plump lady with glasses at the till that the goods had not been purchased at the store, as they did not show on the log when scanning the code.

At the time i was elsewhere in the store, looking for clothing for my 6 week old daughter, Donna came over to me and informed me of the ladies abrupt reaction, and she said she felt very belittled by the store attendant as she felt she was accusing mysef/her of theft. And the lady said if we were not happy to phone the number on the card.

Straight the way whilst starting to queue from the back once more i rang the number on the card Donna was handed, and spoke to a pleasant guy called Manny at customer relations. We came to an agreement theat once i had got a store assistant to call him back and he would liase with them. I then managed to speak to a Store Manager, which i believe was the name of Kate within the store, i then handed her the call from Customer relations and Manny, being as i obltained him quicker than she did from the store phone. He spoke to her at length in regards to the item number, etc And they both agreed with a lot of resitance that she would look through the sales log from the 23rd, but she was haiste to tell Manny that it would take a lot of work, and time to do this, but i felt that if it was neccesary then i would be happy with the agreement.

BUT - on putting the phone down, i asked her what she was to do, and she then said that she was unable to do anything, even though i just heard her conversation with Manny at Customer relations. What made the matter worse was then the reaction from the store assistant who Donna originally went to commenting as we stood to one size, smuggly that "i told the lady we couldnt do anything when she first came up, and the goods were not purchased from here".

I was fuming at this point, and grabbed the jeans and left the store, to then call Manny once more, and he said she agreed to go through the log to him, and i acknowledged that, but i told him as soon as the phone went down she told myself she couldnt do anything for me.

I could not believe this reaction from such a well known UK High Street retailer, who for one would not exchange the goods (even at a reduced cost) but also the sense of feeling accused of theft, and tell lies.

I myself own several companies through Leicestershire, and i would not for certain treat any customers of myself in that manner, i am more than unhappy with the situation, and i still wish to return the goods.

I look forward to your reply.

lucylucky

I do hope you didn't send it like that.

Anyway the shop are under no obligation to exchange the goods although they may well do as a "goodwill" gesture.

gordikin

To long with far too many irrelevant details.

Freddie_Snowbits

What about the two year euro guarantee?

hieveryone

Next was a retailer previously very generous with their returns policy and unfortunately, this got them stung from scammers stealing from warehouses and returning things to 'order' for others.

Seems they have cottoned on (only took a good few years!!) and stopped with the over-generous policy. Quite rightly I say.

Edited to add: not saying you have scammed them, but it is not hard to keep a receipt.

wangtastic

maybe a bit more snappy than you'd want, but wait and see I guess!

zppp

Drive4it wrote: »

Dear all.

Please find the email ive sent to Next today after my attempt to return goods yesterday. Any advice would be appreciated. Thanks in Advance.


Dear Sir/Madam,

May i just say after shopping at Next on a regular basis over the last 20years plus for myself, my wife, and now my 4 kids i was more than suprised by the way of your customer service yesterday, after being more than happy up till then.

On 23rd December 2010 at approx 9.30am-10.30am, i purchased my wife Donna a pair of Jeans from the Loughborough Store in the Market Place.
they were bought by myself, for my 12 year old son to give to his Mum for Christmas.
I paid cash, and i certainly remember purchasing with a £50 note, as i asked the cashier if they would be ok to accept it, being as some retailers dont.

George, my Son wrapped the present for his Mum to give to her on Christmas Day.
On opening the present, Donna tried the Jeans on, and i unfortunatly bought the wrong size. She being a size smaller of a 12, and me purchasing a size 14.

On wrapping the present, George has thrown the reciept in the bin, along with the packaging from all the presents that was left over.

Yesterday (Saturday 8th January 2011 approx 1.30pm), myself and Donna took the jeans back to the store, and before going to the till picked out the correct size to swap, or to pay the difference of cost.

On doing this, bare in mind the store was busy, and queuing for 15mins, we were told by a (excuse the phrase) a rather plump lady with glasses at the till that the goods had not been purchased at the store, as they did not show on the log when scanning the code.

At the time i was elsewhere in the store, looking for clothing for my 6 week old daughter, Donna came over to me and informed me of the ladies abrupt reaction, and she said she felt very belittled by the store attendant as she felt she was accusing mysef/her of theft. And the lady said if we were not happy to phone the number on the card.

Straight the way whilst starting to queue from the back once more i rang the number on the card Donna was handed, and spoke to a pleasant guy called Manny at customer relations. We came to an agreement theat once i had got a store assistant to call him back and he would liase with them. I then managed to speak to a Store Manager, which i believe was the name of Kate within the store, i then handed her the call from Customer relations and Manny, being as i obltained him quicker than she did from the store phone. He spoke to her at length in regards to the item number, etc And they both agreed with a lot of resitance that she would look through the sales log from the 23rd, but she was haiste to tell Manny that it would take a lot of work, and time to do this, but i felt that if it was neccesary then i would be happy with the agreement.

BUT - on putting the phone down, i asked her what she was to do, and she then said that she was unable to do anything, even though i just heard her conversation with Manny at Customer relations. What made the matter worse was then the reaction from the store assistant who Donna originally went to commenting as we stood to one size, smuggly that "i told the lady we couldnt do anything when she first came up, and the goods were not purchased from here".

I was fuming at this point, and grabbed the jeans and left the store, to then call Manny once more, and he said she agreed to go through the log to him, and i acknowledged that, but i told him as soon as the phone went down she told myself she couldnt do anything for me.

I could not believe this reaction from such a well known UK High Street retailer, who for one would not exchange the goods (even at a reduced cost) but also the sense of feeling accused of theft, and tell lies.

I myself own several companies through Leicestershire, and i would not for certain treat any customers of myself in that manner, i am more than unhappy with the situation, and i still wish to return the goods.

I look forward to your reply.

Parts in red are irrelevant.

They are only obliged to refund you if the item was faulty. You put in several times that you felt your were accused of theft. I think this is melodramatic to say the least. All they asked you for was proof of purchase, which they ask all customers to prevent fraud.

madtrekker

Unfortunately, even if you have the receipt, no retailer is obliged to offer a refund / exchange on anything purchased in-store (although most do as a goodwill gesture). The right to return something unsuitable is a clause in the distance selling regulations so only applies to catalogue / internet orders.

However, I do believe that you were treated quite badly by the staff. I would suggest still making your complaint, but to complain about the general attitude of the staff, rather than the fact that you couldn't return the jeans.

wangtastic

madtrekker wrote: »

but to complain about the general attitude of the staff, rather than the fact that you couldn't return the jeans.

I agree with that

ellay864

You've lost any key facts amongst all the other unnecessary stuff, the reader may well lose the will half way through. If you want to complain, present key relevant facts, make it clear what was wrong and what you expect from them and keep it concise

viktory

My advice would be 'don't send that e-mail'. It is dreadful.