Shop manager after advice

Mattyc103

Yesterday monday the 19th of December had a lady come in to buy a bracelet. The lady had been coming in on various occasions to look at the bracelet and her husband had been in too and seen it. Yesterday the lady came in and brought the bracelet which was meant to be £180 and I said would sell it for £140. About half an hour to an hour later she came back saying her husband didnt like it. Our policy is that if you want to bring something back you can exchange it, but if its faulty then a full refund is given, but it wasnt, she wanted her money back. In the end she was saying her blood pressure was going up etc etc and I was stating that she could have a credit note. But in the end I gave her the money back to really shut her up. What are the polices a shop has in this situation?

thanks

fatblackandwhite

You might want to read this MSE article about consumer rights to a refund.

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

HTH

PinkLipgloss

I presume you meant "bought" otherwise the post is very confusing!

fly_dragon_fly

it goes by shop to shop you don't have to give a refund, sports direct never did and its not law to do ( or so they told us) x

picklepick

You were right to only offer an exchange or credit note in that situation. However, if it were me, I would have offered a refund as an act of goodwill considering she'd only had it for an hour.

To avoid these siuations, I used to explain the returns policy to customers as they purchased products and the refund policy is clearly stated on a sign near the till point.

kingfisherblue

Jewellery shops should be especially careful - for hygiene reasons, you shouldn't exchange or refund earrings unless faulty.

I used to work in a bookshop and we had a customer insist that he could demand a refund because he didn't enjoy the book that he had just read :rotfl:

YoungBaker

It's obviously at your own discretion but you definitely do not have to give them their money back unless you agree to a cooling off period of some sort (or are within an industry which is regulated by this) - or it was bought online via distance regulations.

Ultimately the women came, inspected the item was to the quality she wished to receive and made a purchase based on that decision. The fact her husband doesn't like it is bog all to do with it.

Most shops obviously offer a refund policy of some sort though in terms of a credit note or something. I think this would be particularly sufficient in the example you had, as she had an intention of buying a piece of jewellery either way - just one that was to her husbands tastes. So why not just use the money she had already spent to get something else if that was the issue?

Ultimately you offered her it back out of good will though, and maybe it'll do you good as what goes around comes around - and word of mouth is a great advertising mechanism for you. However you definitely were not obliged to do so.