Waitrose refusing to accept return of nappies due to EU regulations??!

Valli

gardentools wrote: »

Thanks for the replies everyone. Yeah I can understand them refusing to accept the return on the grounds of buyer error, which is no fault of theirs, but I think it is definitely poor that they would hide behind the EU and not just admit it is them being stingy. Think I'm going to go back again and kick up a fuss. In fact looking at their website they say:

"Should you not enjoy one of our products, tell us and we’ll replace and refund you. It is our policy to replace or refund you for Waitrose food and household lines if: a product is not at fault, but genuinely bought by mistake or you are unhappy with the product in anyway"

So I am now definitely going to go back and have words. I thought the whole point of Waitrose was that you pay 10 times what things normally cost because of their amazing customer service. But it's probably the worst customer service I have experienced in my life...!

I would write to them (or e mail) but to the Head Office. Mind you I would ask, in my e mail, for further details of the EU statute to which they are referring in store;)

vyle

Y'know, thinking about it, I wouldn't be surprised if this staff has heard a chinese whispers style !!!!!!!isation of these guidelines:

http://www.infantformula.org/IFC%20Guidance%20For%20Retailers%20Regarding%20Purchase%20And%20Return%20Policies%20For%20Infant%20Formula%20Products

I can imagine the conversation going:

mable in toileteries: "Well I was told we can't re-sell baby formula because of IFC guidance."

shannon in bread: "What's that? We can't return baby products?"

Shannon then tells Janine.

Janine: So we can't take anything baby related back? Who said?

Shannon: The I...I...EU I fink!

Mupette

I can see their point in refusing to do a return.

But based on other supermarkets allowing it.

but imagine the hooha if something sharp was inserted into that pack of nappies.. i know i know but we do live in a world of sicko's.

peachyprice

gardentools wrote: »

"Should you not enjoy one of our products, tell us and we’ll replace and refund you. It is our policy to replace or refund you for Waitrose food and household lines if: a product is not at fault, but genuinely bought by mistake or you are unhappy with the product in anyway"

So I am now definitely going to go back and have words. I thought the whole point of Waitrose was that you pay 10 times what things normally cost because of their amazing customer service. But it's probably the worst customer service I have experienced in my life...!

They weren't Waitrose nappies though, they were Huggies.

Gordon_Hose

Valli wrote: »

I would write to them (or e mail) but to the Head Office. Mind you I would ask, in my e mail, for further details of the EU statute to which they are referring in store;)

I'd be doing this. I'd want, no DEMAND, someone, anyone to point me in the direction of the "EU Legislation" that they claim applies.

Then take my business elsewhere.

timbstoke

peachyprice wrote: »

They weren't Waitrose nappies though, they were Huggies.

I think it's reasonable to interpret that as "lines carried by Waitrose" rather than "Waitrose branded lines"

InsideInsurance

A complaint to HO and you'll get a gift voucher for their value plus a few quid for inconvenience.

In reality even the stores with highest customer service will occasionally have someone that gives wrong advice

peachyprice

timbstoke wrote: »

I think it's reasonable to interpret that as "lines carried by Waitrose" rather than "Waitrose branded lines"

I don't read it like that at all, to me it definitley reads as Waitrose own lines. Otherwise there would have been no need to phrase it as they did, they would simply have put:

""Should you not enjoy [STRIKE]one of our products[/STRIKE] your purchase, tell us and we’ll replace and refund you. It is our policy to replace or refund you for [STRIKE]Waitrose food and household lines[/STRIKE] any item if: a product is not at fault, but genuinely bought by mistake or you are unhappy with the product in anyway"

By specifying a Waitrose product IMO they are cleary stating that they will offer a refund on their own branded products, not any item they stock. Sainsbury's do the same.

fwor

peachyprice wrote: »

By specifying a Waitrose product IMO they are cleary stating that they will offer a refund on their own branded products, not any item they stock. Sainsbury's do the same.

If that's their policy, it's not followed at my local Waitrose. I've twice returned non-Waitrose-branded products, and both times was given twice the price paid in return, with apologies.

I reckon Vyle's "Chinese whispers" explanation is right. There was a scare on about baby foods a few years back when (IIRC) broken glass was planted as part of extortion attempt on one of the major supermarkets.

It's likely that they have a policy not to place back on the shelves any baby foods that are returned, and someone has just misunderstood that.

borkid

gardentools wrote: »

So I am now definitely going to go back and have words. I thought the whole point of Waitrose was that you pay 10 times what things normally cost because of their amazing customer service. But it's probably the worst customer service I have experienced in my life...!

Slight exaggeration don't you think, I find Waitrose cheaper than Tesco and Sainsbury. Re customer service if that's the worst you've had you must have had a very sheltered existence. As others have said it sounds like a misunderstanding but if that's the case then it needs mentioning at branch level so that training in that area can be reinforced.