Peacocks - returned items

lovemilk

I tried to return items to Peacock that had been bought for Christmas. The receipt was still in time to return.

I was told that they had gone itno receivership and I couldn't return or exchange. Even though they are still selling shops in the store.

ideally I would have liked my money back or at least exchange for something from their new stock in the store.

Advice greatly received, thank you.

Kelzabells

lovemilk wrote: »

I tried to return items to Peacock that had been bought for Christmas. The receipt was still in time to return.

I was told that they had gone itno receivership and I couldn't return or exchange. Even though they are still selling shops in the store.

ideally I would have liked my money back or at least exchange for something from their new stock in the store.

Advice greatly received, thank you.

I can't see how they can say that when they are still actively trading, and their shops are still open. I would ask to speak to the manager or maybe call their careline (if they have one).

lisyloo

I can't see how they can say that when they are still actively trading, and their shops are still open.

Yes they can. The state they are in is called "administration".
I know it seems unfair but they are obliged to get maximum money they can for the creditors.
It's all explained on their website.
If you have spent over £100 and paid on a credit card then you can claim off your credit card company.
Otherwise you are an unsecured creditor.
You can fill out a form (downloadable from the website) but you are unlikely to get anything at all and if you do it might be 5p in the £.
I know that's tough. I have a giftcard, but unfortanately consumers are going to have to write it off.
Speaking to a manager will not have any effect.
They have legal obligations now and a manager with have absolutely NO discretion.

vicmorrow

Kelzabells wrote: »

I can't see how they can say that when they are still actively trading, and their shops are still open. I would ask to speak to the manager or maybe call their careline (if they have one).

They are trying to keep the business going...whilst giving creditors some sort of return. Managers and careline have no leeway to help.

Meepster

Kelzabells wrote: »

I can't see how they can say that when they are still actively trading, and their shops are still open. I would ask to speak to the manager or maybe call their careline (if they have one).

Completely wrong unfortunately. Peacocks are in administration. The administrators have a responsibility to make as much money as possible for the business (which is why they are still trading) but they do not have to take back goods...

lovemilk wrote: »

I tried to return items to Peacock that had been bought for Christmas. The receipt was still in time to return.

I was told that they had gone itno receivership and I couldn't return or exchange. Even though they are still selling shops in the store.

ideally I would have liked my money back or at least exchange for something from their new stock in the store.

Advice greatly received, thank you.

Unfortunately, unless they decide to do it as a gesture of goodwill (which I very much doubt), they don't have to take the goods back from you.

Not a lot you can do I'm afraid...

lisyloo

Unfortunately, unless they decide to do it as a gesture of goodwill (which I very much doubt)

There is absolutely no way this is going to happen.
Staff/managers are going to be under strict instructions. The business is in a special state called administration.

wealdroam

OP, it might be worth reading their Administration FAQs.

Especially the bit about returns...

Returns

Goods sold before the appointment of the Joint Administrators cannot be refunded or exchanged. The customer may have an unsecured claim against the Company in respect of such goods that are defective.

Please submit any such claim addressed to the Joint Administrators Deirdre Cox, KPMG, Arlington Business Park, Theale, Reading, RG7 4SD.

Defective goods sold after the appointment of the Joint Administrators may be exchanged, provided that they are returned within 14 days of sale, together with the original receipt.

The Company will NOT in any circumstances refund or exchange unwanted goods.

Note that last sentence.

Meepster

lisyloo wrote: »

There is absolutely no way this is going to happen.

Which is why I added "(which I very much doubt)"

It all depends though, I bought a shirt from a company the day before they went into administration, took it back a couple of days later, when they were in adminsitration, as it was the wrong size. The manager used some common sense in allowing me to exchange the shirt for the correct size. I was buying some other bits and pieces at the time, so he figured that it wasn't actually going to cost them anything to exchange something which could be put right back on sale...

lisyloo

On reflection I agree with you :-)
I was going to say there is ZERO chance because directors stepping outside of their legal obligations face fines/prison or both and whilst staff members are losing their jobs they still want good references.
However nothing is impossible. I think the manager who helped you was taking a risk of setting a precedent. So for example another customer who was turned down but saw you get your exchange could have reported the manager and they could have been in trouble.
But I agree nothing is impossible. A staff member could make a mistake or take a risk.
In general though they are going to briefed to work to strict guidelines and risk setting a precedent and sparking complaints if they help one person.

I think the same is true of Credit/Debit card companies.
I have made a claim in case mine are feeling like being generous with their customer services, but they too face the issue of precedent.
They either have to help everyone or no-one otherwise they will face complaints.

DJDavey

Ok as far as I know if you have bought the item with in 28 days you can now do an exchange only, no refund no refund cards just a exchange, so I'm sure if you go to you local store tomorrow they will be happy to exchange any items you have bought in the last 28 days.

This is only due to KPMG changing their minds tonight, I think they had been swamped with calls from angry people lol.

If it was a item bought before Christmas you only had until Jan 21st to return the item so, you would still be unable to return the item.

lovemilk

DJDavey wrote: »

Ok as far as I know if you have bought the item with in 28 days you can now do an exchange only, no refund no refund cards just a exchange, so I'm sure if you go to you local store tomorrow they will be happy to exchange any items you have bought in the last 28 days.

This is only due to KPMG changing their minds tonight, I think they had been swamped with calls from angry people lol.

If it was a item bought before Christmas you only had until Jan 21st to return the item so, you would still be unable to return the item.

Thanks for all your replies.

OOh, so is there a change in policy? I had until 21st Jan and tried to return unwanted goods day before before. Can I go back and quote the above?