Was not told item was non returnable at pos

Honeydog

vicmorrow wrote: »

Yes, duvets are excluded change of mind refund items...opened or not. Get it now?

No - if it wasn't opened then there is no way it can possibly be contaminated. Like a pack of 5 pants from M&S. Or a DVD which still has the plastic sealed around it.

Not used. So not a problem. To anyone except Dunrobbin!!!

Honeydog

bod1467 wrote: »

Not quite. The wording as presented by the OP is somewhat ambiguous. However she has ALSO said that the store WOULD have accepted the return (exchange) IF the seal had NOT been broken. Ergo store has stated that the duvet (untouched, seal intact) IS included in the returns policy.

So the validity of exchange now lies in proving WHO broke the seal.

Yes and it appears to have been the muppety shop assistant who should have owned up to it.

vicmorrow

Honeydog wrote: »

No - if it wasn't opened then there is no way it can possibly be contaminated. Like a pack of 5 pants from M&S. Or a DVD which still has the plastic sealed around it.

Not used. So not a problem. To anyone except Dunrobbin!!!

Interesting choice of username - bloke who got his head chopped off in freak helicopter accident!!!! OMG!

Duvets are specifically excluded from being returned due to a change of mind...end of..open/closed/used/pristine/stained...it doesn't make a tuppeny dam...no return. They are under no legal obligation to accept a return.

mattyprice4004

I have customers like these - they don't read their Ts and Cs, then go all shouty demanding a manager for their own mistake.

I'd be surprised if you weren't talked about a lot in that member of staffs lunch hour...

Valli

Honeydog wrote: »

No - if it wasn't opened then there is no way it can possibly be contaminated. Like a pack of 5 pants from M&S. Or a DVD which still has the plastic sealed around it.

Not used. So not a problem. To anyone except Dunrobbin!!!

Honeydog wrote: »

Yes and it appears to have been the muppety shop assistant who should have owned up to it.

and your point is?

This is not a FAULTY item the customer has returned but a 'change of mind' item - and stores that offer to exchange goods where this is a reason are offering rights over and above SOGA. If they choose to exclude certain of their items from an exchange/refund policy they are quite entitled to. It's the customer's responsibilty to select the correct items before purchase!

Honeydog

Valli wrote: »

and your point is?

This is not a FAULTY item the customer has returned but a 'change of mind' item - and stores that offer to exchange goods where this is a reason are offering rights over and above SOGA. If they choose to exclude certain of their items from an exchange/refund policy they are quite entitled to. It's the customer's responsibilty to select the correct items before purchase!

My point is that it is Christmas and stores who show a little consideration for their customers (in these diffcult times for businesses) might just get more custom through goodwill and being flexible than they will through rigidly adhering to pointless rules.

Will I buy anything from Dunelm? Nope. Will the OP? I doubt it. I bet a lot of others won't either after reading this thread.

The duvet wasn't opened. It was sealed. It was a gift. The OP just wanted a swap for a more expensive item. The store stood to lose precisely nothing by the exchange. They've lost a lot of goodwill.

I hope they go bust.

Honeydog

Plus the deputy manager lied. He said it was returnable unless the box was open. Why tell someone that if it isn't true?

Honeydog

xxsweetpeaxx wrote: »

Hi All,

I'm hoping someone can offer some advice on a dilemma I have encountered. Yesterday I purchased a Hungarian goose down duvet from Dunelm for £140! I walked in the store, picked it up, walked to the till, paid, popped the receipt in my purse, then put the duvet in the back of my car. On getting home my other half informs me I should have got the kings size and not the double, he also suggested I get a duvet cover etc to accompany it. This was to be a gift for the inlaws for their newly decorated spare room, for Xmas. So today I return to the store, pick up the king size which is £170, along with £50 worth of covers and cushions etc. Once at the till I unload the trolley, take out the receipt that hasn't moved since yesterday and explain I woud like to exchange the duvet please and make the additional purchases. She opens the box and looks inside, and claims its non returnable. I enquire why...because the box is open...but you have just opened it I exclaim!!! The deputy manager arrives, I explain the duvet has never left my car, that I don't want a refund and would like to spend more money. He tells me that duvets are non returnable if the box is open and that it says so on my receipt on the back and also there is a notice on the shelving. I tell him I haven't seen them, I made a quick purchase, as it's a very busy time of year, and shouldn't the lady have informed me it was non returnable ?? If I buy underwear or earrings I am always reminded that they are non returnable...but it was not policy to inform me verbally at point of sale on a £140 purchase!! This seemed incredulous to me! I insist the manager checks the CCTV because I argue how can he prove the box wasn't open as such when I bought it. ( it was not a sealed cardboard box, but the store put a sticker on it to 'seal' it) while I could see the point of the policy. My argument was that a) it is not enough to assume a consumer saw the tiny message on the shelve, (that was not near the product I bought), or would scan the small print on the back of my receipt, I should have been informed while purchasing that this item was non returnable if opened. The seal btw did not state this either and b) that as he could not prove it was closed as I could not prove it was open - the fact that I only wanted to exchange and spend more should have been considered.

He offered I call their customer services as they could override his decision, which I did in store, after a 19 min call the lady informed me she didn't have the authority to change the decision anyway because they couldn't see the item!!! Anyway the deputy manager refused to do anything and walked away...I returned to the area to shelving area out of curiosity to see where the signs were, the manager came to me once more at which point I cried as I felt so stuck, I have a gift that is useless and no means to purchase both items so close to Christmas and argue the toss afterwards. At this point he offered to discuss it with the manager tomorrow morning and call me back...

So I'm hoping between now and then someone could perhaps shed some light on whether I am stuck with this duvet!! I have to say tho I just don't get it!! If I bought a vest I could return it, if I bought jeans..I could return them ( no one knows if I went commando or not do they!!) Also earlier in the day I had bought a duvet from tkmaxx, which had a box that was completely battered, but on getting that one home I realised as good a bargain as it was, I couldn't really give it as a gift ..so that went back too ( and it was the wrong size lol) but no bother there just gave money back. Done!

Many thanks

Pea,x

Sweetpea - it would probably help others if you changed your title to include the store name. That way it will turn up in searches plus others will be warned of their seasonal uncharitableness!

Regards,

HD

arcon5

Honeydog wrote: »

My point is that it is Christmas and stores who show a little consideration for their customers (in these diffcult times for businesses) might just get more custom through goodwill and being flexible than they will through rigidly adhering to pointless rules.

Will I buy anything from Dunelm? Nope. Will the OP? I doubt it. I bet a lot of others won't either after reading this thread.

The duvet wasn't opened. It was sealed. It was a gift. The OP just wanted a swap for a more expensive item. The store stood to lose precisely nothing by the exchange. They've lost a lot of goodwill.

I hope they go bust.

I won't be put off using them, and any other person with any kind of logic and sense about them won't either. Afterall they have done nothing wrong, they offer a policy for qualifying items as goodwill just for people like op to then create a bad name for them because of something they haven't or promised to do in the first place.

And wishing them to go bust... bit extreme? You'd like to see thousands out of work and hundreds of suppliers & business' loose large sums of money by them going under -- all because they won't accept a return of something they never promised to in the first place.

Doesn't op say the seal is just a sticker? I'd hardly use this as a basis to guarantee it has been unopened. If it was a vacuum seal I would agree you have a point to bend the rules a little -- but them not doing this doesn't really justify wanting them to fold!

Honeydog wrote: »

Plus the deputy manager lied. He said it was returnable unless the box was open. Why tell someone that if it isn't true?

Lied or mistaken, who cares? Their policy is explicit and available to any customer wanting to know what it is!

Honeydog wrote: »

Sweetpea - it would probably help others if you changed your title to include the store name. That way it will turn up in searches plus others will be warned of their seasonal uncharitableness!

Regards,

HD

op, op, try destroy their reputation because you made a mistake and they wouldnt give me what I wanted

And even more dribbel!!!!

Honeydog

Yes I'd like to see them go bust! Along with the lying deputy manager and the muppety shop assistant who opened the box in the first place!

So there!