WH Smith Returns

MarkOne_2

Late yesterday afternoon we went to WH Smith to purchase a BinWeevils.com pre-paid card for our daughter's 8th birthday today - however due to the absolutely chaotic display in-store along with our own hurriedness to get all the last-minute presents, we instead purchased a MoshiMonsters.com card.

So, this morning after our daughter pointed out the error when opening her presents, we quickly popped back to the store along with the receipt hoping for a simple exchange - as per the details given on WH Smith's own website:

"Bought something in store and need to return it? Send it in the post or bring it into any WHSmith store - within 30 days of receipt. Refunds are made onto your card, not in cash."

However, after finding a member of staff who was actually interested in listening to our request, we were told that "it doesn't matter what our website states, we won't take it back"

Sadly, most of the staff seemed hardly older than our daughter, and had little interest in our request.

Does anyone have any advice how to take this further?

Many thanks.

wealdroam

One of these (or something similar)? Have you scratched the panel off the back?

What did they say when you asked why they wouldn't take it back?

MarkOne_2

Yes, exactly one of those - the 6 month card (£20)
It's in 'as new' condition, we haven't scratched off the number, so it's very clear that we haven't used it.

When we asked, they said that "we've scanned it out now, and we can't scan it back in - our system doesn't allow it"

After what would have happened if we had changed our mind about the purchase after they had scanned it out but before we had paid - they said that "we have a 30 minute window in which we can scan it back in"

I understand that these cards to require an activation from within the store - otherwise theft would be a massive issue - but I also cannot imagine that their systems don't allow them either to deactivate it or to return it to the supplier as a "customer return".

Having worked on the supply side to large national chains, I'm fully aware that they are fully in charge of the supply chain, and any excuse they blame on the supplier is simply an easy way out for them.

arcon5

What exceptions are listed on their returns policy?

chunkychocky

If you don't get anywhere with WHSmith, these things are incredibly popular. I expect you could sell it on ebay, possibly even just selling the code so no need for postage costs, and get most, if not all, of your money back.

Forwandert

Do whsmith sell phone top ups? If they do they're probably using the policy from those. Most till systems only allow a small return window for errors only (wrong network) with top ups and whilst the customer is still in store. They are awkward to return as you have to check with the network if they've been used then get them cancelled quickly after refunding as the code could still be used after refunding until they are fully cancelled.

McKneff

OP, I know you have seen the T&Cs on WH Smith website, but have you looked at the T&Cs on the card.

MarkOne_2

After several email conversations with WH Smith 'Customer Service' they got back to me today and said that there was a sign for all customers to read at the point of sale explaining the return limitations.

So, I popped along to take a look - and after about 10 minutes of looking I finally found it. It's about a 5pt font, and is printed on the display header just where it slips into the frame that holds is, this makes about half of it hidden.

There was nothing on the card, and nothing on the receipt - and as the number strip hadn't been removed they could also be 100% sure that the card hadn't been used - but despite this they still insist of creating a very poor customer service experience just for the sake of £20 - which itself probably equated to the profit they used to make each month from my purchases there.

All in all, a very shortsighted policy.

As you say, I could probably sell it and make only a small loss - but I find their overall approach to customer service to be very disappointing.

Forwandert

Its not short sighted at all. If they let returns of top up/game cards they are leaving themselves open to all sorts of fraud hence why every company pretty much takes the same stance. Its easier than trying to sort out a customer who has purchased one and its already been used which can happen.

mattyprice4004

Also, why should they give you a refund/exchange because you didn't read the card properly?

It makes sense to me, they're under no legal obligation to offer a return of any sort.

MarkOne_2

Well even knowing that the disclaimer was there, it still took me 10 minutes to actually find it, and this is on the POS display, not on the top-up card itself.

Either way, everyone has different views on what retailers should offer, and I'm not looking to open that can of worms, so I'll leave it there.