BHS returns policy - contact email address for CEO

DRH_2

Returned a faulty kettle yesterday to my local BHS store (where I bought it from just a few weeks ago). Was gobsmacked when store assistant said she was taking into the back to check it wouldn't boil! Made me feel that she took me for a liar. When she returned, agreeing that the kettle wasn't working, I said that this was the last time I would be buying anything from BHS as their attitude to me made me feel humiliated.

Asked for the Manager but was told he/she wasn't in the store.

I wonder whether anyone has a direct e-mail address for the CEO of BHS as I wish to advise him/her that the Company's return policy is very short-sighted and will lose customers. The kettle was only £25 and so I was hardly attempting a major fraud!

Went straight round to Argos and bought another one as I know they have a very good returns policy.

Cheers

Southend1

DRH wrote: »

Returned a faulty kettle yesterday to my local BHS store (where I bought it from just a few weeks ago). Was gobsmacked when store assistant said she was taking into the back to check it wouldn't boil! Made me feel that she took me for a liar. When she returned, agreeing that the kettle wasn't working, I said that this was the last time I would be buying anything from BHS as their attitude to me made me feel humiliated.

Asked for the Manager but was told he/she wasn't in the store.

I wonder whether anyone has a direct e-mail address for the CEO of BHS as I wish to advise him/her that the Company's return policy is very short-sighted and will lose customers. The kettle was only £25 and so I was hardly attempting a major fraud!

Went straight round to Argos and bought another one as I know they have a very good returns policy.

Cheers

I think you're over reacting. Would you be offended if you returned a skirt with split stitching and they looked at the skirt to check the stitching was in fact split?

pops5588

I know it isn't what you want to hear, but she did the right thing. Unfortunately as an employee, you are not allowed to just take someone's word for it. She is your first point of contact when dealing with the matter and as a representative of the company she is supposed to check that the product does not work in order to issue you with a refund.

If you contacted the CEO over this incredibly trivial matter, I can assure you that the only response you would get (if any) is that they instruct their employees (as I certainly was when I worked for a company on the high street) to check items that are returned as faulty are indeed not working. This isn't just for fun, most of the time employees have to try and establish what the fault is so that they can attach a "write-off" slip with the fault details on it for the purposes of stock-take.

Faith177

We use to have to check items that returned when I worked at both Dixons and Argos

DRH_2

I seem to have got this wrong based on replies thus far!

Argos have always accepted any returns without question where a fault isn't visually obvious. Cannot remember any other store taking a product away to check, they've always taken my word for it.

I'll just avoid BHS as my own personal crusade!

Thanks for responses.

pops5588

I just hope you weren't too brutal on the poor lass who was just doing her job.

JimmyTheWig

DRH wrote: »

I said that this was the last time I would be buying anything from BHS

Personally, if I wanted to complain I wouldn't say this.
If they've already lost you as a customer then why would they bother spending time dealing with your complaint?

eyelinerprincess

Where I work, we check all returns. The first rule of returns is "customers lie". Not all of them, mind, but I've heard this week "it hasn't been dropped, it just stopped working" (yes, sir, that big crack has always been there, we just didn't notice it when we sold it to you, even though it's blatantly obvious).

hollydays

DRH wrote: »

Returned a faulty kettle yesterday to my local BHS store (where I bought it from just a few weeks ago). Was gobsmacked when store assistant said she was taking into the back to check it wouldn't boil! Made me feel that she took me for a liar. When she returned, agreeing that the kettle wasn't working, I said that this was the last time I would be buying anything from BHS as their attitude to me made me feel humiliated.

Asked for the Manager but was told he/she wasn't in the store.

I wonder whether anyone has a direct e-mail address for the CEO of BHS as I wish to advise him/her that the Company's return policy is very short-sighted and will lose customers. The kettle was only £25 and so I was hardly attempting a major fraud!


Went straight round to Argos and bought another one as I know they have a very good returns policy.

Cheers

There are ways of saying things and this member of staff doesn't have the tact gene. So she took it round the back, filled it with water and switched it on? Rather odd I'd have thought, particularly as it was faulty. If she felt the need to check it, she could have just said" I'll be back with you in a moment, no need to say why because she offended you, and I think you are right. It was badly phrased by her.
Her greatest mistake IMHO was saying the manager wasn't in. There will always be a manager or duty manager in, and you should have been allowed to speak to them.
So, ring the store first, ask for the name of the store manager and and speak to her. I expect she'll be disappointed her staff are so rude.

peachyprice

hollydays wrote: »

There are ways of saying things and this member of staff doesn't have the tact gene. So she took it round the back, filled it with water and switched it on? Rather odd I'd have thought, particularly as it was faulty.

Rude and odd to test a faulty item, how so?

I've taken plenty of irons back to Curry's, sometimes they've tested them, other times they haven't. I wasn't offended in the least, why should they just take the word of every person who walks in the store and give them a refund/exchange without testing the faulty product.

If you took some meat back to the supermarket and said it was off, would you expect them to refund you without sniffing it? If you took a dress back and said it was torn, would you expect them to give you a refund without looking for the tear? This is no different at all.

The only people who would be offended are those that are trying it on, and the OP it seems.

hollydays

Ok. You've decided the op is trying it on. How so lol edit- re read