Toys R Us - Refund issue

MJTHFC

Hi all

I bought a kids video camera for £50 last week from Toys R Us but decided to return it (before opening the packaging).

Went back today and they were all set to refund me when they asked for the £10 voucher back that was issued with the original purchase. They'd been running a promotion where you receive a £10 voucher when you spend over £40 in store.

So my option was return the voucher or receive a £40 refund instead of £50.

Now, I see it from their point of view - Obviously anyone could buy things and return them and use the vouchers. But it was not my intention to rip them off, I'd just not thought about bringing the voucher back with me when getting the refund.

I argued that I didn't ask for the voucher in the first place and just wanted the refund. Happy to tear up the voucher as I have no plans to go back to the store (it's not on my doorstep).

Then the boss came out and I then asked to see their T&Cs that showed I was not entitled to a full refund. She showed me them and there was nothing there relating to refunds.

But she stood fast and said they still weren't going to refund me the full amount without the voucher.

I even asked them to just void the voucher but apparently it's generic and doesn't tie in with my purchase.

Really annoying as now I have to go back, but I'm sure that she's in the wrong - I just don't know enough about my rights to have kicked up more of a fuss.

I'm going to go back again this week with the voucher, but I'd like to know if they are wrong and owe me something for the grief of having to go back again!

Won't be shopping there again... Stick to Amazon!

Thanks in advance

MJ

robpw2

they are well within their rights to request you return any freebies tht you gained as part of the purchase ,

MJTHFC

robpw2 wrote: »

they are well within their rights to request you return any freebies tht you gained as part of the purchase ,

Even if:

a) I didn't ask for it?
b) They've nothing in writing relating to the vouchers and potential returns?

cte1111

They don't have to issue you with a refund at all, unless the item is faulty.

unholyangel

MJTHFC wrote: »

Even if:

a) I didn't ask for it?
b) They've nothing in writing relating to the vouchers and potential returns?

Effectively you have paid x price in return for x goods plus a £10 voucher foc.

Therefore to cancel, they must return full price paid and you must return all goods received.

Its like a "buy 2 get 1 free" offer. If you returned the 2 paid ones......you would also have to return the third in order to get your money back.

robpw2

MJTHFC wrote: »

Even if:

a) I didn't ask for it?
b) They've nothing in writing relating to the vouchers and potential returns?

take the voucher back or accept the £40 quid its pretty simple

if you didn't want it why are you objecting ot having to give it back

sarahg1969

cte1111 wrote: »

They don't have to issue you with a refund at all, unless the item is faulty.

Not necessarily correct. You need to look beyond the SOGA and consider what terms were agreed as part of the contract as well.

As for the voucher, they are entitled to demand its return. It was given to you as part of the deal. You agreed to pay them £50 in exchange for the camera and a voucher.

MJTHFC

robpw2 wrote: »

take the voucher back or accept the £40 quid its pretty simple

if you didn't want it why are you objecting ot having to give it back

Simple to a genius such as you my friend.

I'm objecting to the fact I've had to drive half an hour each way to find out they won't refund me because of a voucher I didn't ask for in the first place. Obviously I'd have rejected the voucher at the PoS terminal in the first instance had I realised the grief it'd cause me if I changed my mind about the product.

MJTHFC

unholyangel wrote: »

Its like a "buy 2 get 1 free" offer. If you returned the 2 paid ones......you would also have to return the third in order to get your money back.

This is what she said. I didn't know if this was an unwritten rule that I have to abide by or if they had to have something in writing.

Like I said, I've no objection to returning the voucher. It's just the hassle that I'm annoyed with for a voucher I never asked for!

unholyangel

MJTHFC wrote: »

This is what she said. I didn't know if this was an unwritten rule that I have to abide by or if they had to have something in writing.

Like I said, I've no objection to returning the voucher. It's just the hassle that I'm annoyed with for a voucher I never asked for!

Well you could always try complaining to their head office and they *might* issue you with a goodwill gesture (wouldn't it be ironic if it were a £10 voucher?). But of course, there is no guarantee of this and there is really not any legal entitlement to it.

Perhaps request they do not issue generic vouchers so vouchers can indeed be cancelled (after all, if its generic....whats to stop people copying it?) or making consumers aware at time of sale that if they wish to return items, they will also have to return the voucher.

pendulum

MJTHFC wrote: »

I'm objecting to the fact I've had to drive half an hour each way to find out they won't refund me because of a voucher I didn't ask for in the first place.

They've also had to waste their time dealing with you all because you changed your mind.

You asked to know your rights and the truth of the matter is you need to return the item and any promotional items that came with it. Regardless of whether you asked for it or not, it came with the voucher as part of the deal.