Miss Selfridge + DSR

glitter123

I was with my daughter today when she returned an unwanted online purchase to a Miss Selfridge store. She is within the 7 days as defined by DSR.

The assistant failed to return her £4 delivery charge and I queried why? She said she didn't know and called the Manager who told me they don't refund postage from online purchases. When I asked why it wasn't covered by DSR she reponded (rather aggresively), "It's not company policy". and said she'd never heard of DSR and so they don't abide by them :T She ended by saying "We never refund postage",

I had a look at their refunds policy and it states you can return items within 14 days (to store if more convenient). At the end of the returns policy it mentions cancelling under DSR and states you must notify customer services in writing in which case they will make a full refund. In fact my daughter could have kept her item and notified them now and still been within the 7 day cooling off period.

Am I being unreasonable to expect store staff to at least have some knowledge of this?

neilmcl

glitter123 wrote: »

I had a look at their refunds policy and it states you can return items within 14 days (to store if more convenient). At the end of the returns policy it mentions cancelling under DSR and states you must notify customer services in writing in which case they will make a full refund. In fact my daughter could have kept her item and notified them now and still been within the 7 day cooling off period.

Then why didn't she do this!

glitter123

Because we only read this after the event.

Thanks for your extremely helpful comment,

mynameistallulah

glitter123 wrote: »

Because we only read this after the event.

Thanks for your extremely helpful comment,

neilmcl's comment was spot on - always best to read the returns policy before trying to assert your rights under it.

glitter123

Ok well DSRs state:

In all cases you must also give your consumers the following
information in a durable medium:
n when and how to exercise their rights under the DSRs to cancel
including:
n for goods – whether you require goods to be returned by the
consumer and if so who will pay for their return.

OFT guidelines say this about durable medium
Our view is that it means a form in which information can be retained and reproduced but cannot be edited, such as an email that can be printed or a letter,fax or brochure that can be kept for future reference. We do not consider that information on a website is durable as it can be changed at any time after the consumer has accessed it.

There is nothing on the delivery note which came with the item regarding returns under DSR just general return information, length of time to return etc

arcon5

Email them. As returning it to one of their stores rather than to their warehouse is a perk, it is common for store staff to not have the facility to refund postage or even know about it.

glitter123

This just get more strange. In their FAQs it says

If you live in the EU and return your whole order within 7 days of receipt your postage will automatically be refunded.

Looks like "company policy" isn't reaching the stores!

fluffnutter

glitter123 wrote: »

This just get more strange. In their FAQs it says

If you live in the EU and return your whole order within 7 days of receipt your postage will automatically be refunded.

Looks like "company policy" isn't reaching the stores!

It's nonsense anyway. The last time I looked the UK was in the EU. The DSR says nothing about having to return your order within 7 days; you merely have to notify them of your intention to cancel the order within 7 (working) days, not return anything. (Plus you get your postage refunded as a matter of course).

If they're extending their own policy to EU members that's fair enough, but they need to be clear that the UK is covered by the DSR (not their own weaker terms).

melbell

So she never followed the rules of the DSRs and expects a full refund as per the DSR.

Riiiiiiiiiiiight

glitter123

melbell wrote: »

So she never followed the rules of the DSRs and expects a full refund as per the DSR.

Riiiiiiiiiiiight

People love a bit a sarcasm on this site. Is it just to get their post count up?




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melbell

glitter123 wrote: »

People love a bit a sarcasm on this site. Is it just to get their post count up?




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No its just funny, you try and exhert your "rights" but didn't follow the rules set in the DSRs