Zara wont accept proof of purchase

I_Love_Shoes

I bought a pair of trousers from Zara a while ago, they have barely been worn. They have fake pockets in, and i was sat in work yesterday and noticed one of these fake pockets has just torn into a great big hole! How embarrassing!
Anyway after work I take them back to Zara and ask what they can do about it, I dont have my receipt but I said I have proof of purchase on a bank statement. They said they cant accept that anymore as proof- can they do this?
They were really awkward when I tried to get a replacement, they didnt have the same size trousers so I asked if they could order them in, they said no. Then I asked if they can just put the money on a giftcard so I can spend it online or another time in order to get the same trousers again but they wouldnt do that either!
The only option they gave me was to spend £39.99 in the shop on something there and then, which I know is better than nothing but I wanted a replacement of the trousers!
Can somebody let me know where I stand here, as I am sure proof of purchase on a bank statement is in a law somewhere...?

bod1467

Requiring a receipt as proof of purchase may be their policy but it holds no standing in law (AFAIK) - a bank statement is fine. http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

But, were the trousers the only purchase on your bank statement (so amount on statement tallies with price of goods)? And did you have your bank statement with you?

Country_Cousin

When you say a while ago- how long - were they current stock?

I_Love_Shoes

Yes they had them in stock, just not in my size in that store. I bought them in September (didnt tell them this though) and have been wearing them from end of November onwards really.
I had the bank statement with me, but I went to show them and they didnt even want to see it. It had a number of items from Zara on there, it was about £200 I think.

meer53

Find another store where they're in stock and take them back there ?

I_Love_Shoes

Its the only one within 50 miles of where I live so its not worth taking it elsewhere.
I asked if I could bring them back another day and the woman said as a manager has seen them today, she wont accept them back another day, which I thought was a bit odd.
They werent very helpful...

shocky_2

You are entitled to reject the goods for a full refund under the Sale of Goods Act. You do not need a receipt for this, a bank statement is enough. They can only demand a receipt if you are returning under their internal returns policy.

You have been fobbed off by an unhelpful member of staff. Go in again and speak to a manager, make it clear that you are returning under the Sale of Goods Act because the goods were not fit for purpose and you require a refund. You are not returning under their returns policy and there is no requirement under the Sale of Goods Act to provide a receipt.

If that still doesn't get you anywhere then send a letter to head office who should resolve it.

I_Love_Shoes

I had to buy something else in the end as I was worried they wouldnt do anything next time.
I dont know if I will still be able to get a refund as I have bought something else now with that money.
I spoke to one of the supervisors and she confirmed it was their 'policy' not to accept bank statements as proof of purchase.

neilmcl

youngsolicitor wrote: »

You are entitled to reject the goods for a full refund under the Sale of Goods Act.

Where did you get that from? The OP clearly stated that she purchased these trousers "a while ago", (edit: I just read their other post where they admitted the purchase was in September) so it's safe to assume that she'd be outside the required reasonable period to reject then for a full refund.

somethingcorporate

neilmcl wrote: »

Where did you get that from? The OP clearly stated that she purchased these trousers "a while ago", (edit: I just read their other post where they admitted the purchase was in September) so it's safe to assume that she'd be outside the required reasonable period to reject then for a full refund.

Weird that their name implies they are a solicitor but don't know much about the SOGA!

They are well outside the period of rejection for an item of clothing which is almost certainly less than a month.

I_Love_Shoes

I have emailed them through their web form.
Lets see where this gets me!