BHS returns policy - contact email address for CEO

DRH_2

As the original poster (OP?), I can assure you that I wasn't "trying it on" - the Russell Hobbs kettle would not switch on (and no, the fuse hadn't gone!). It was only around 6 weeks old, paid £24.99, reduced (allegedly) from a retail price of £50.

Assistant said she had to take it away to test it and got someone else to man the till while she disappeared for a good 5 mins.

ThumbRemote

hollydays wrote: »

Ok. You've decided the op is trying it on. How so lol

That's not what she said.

peachyprice wrote: »

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

Note the use of 'and', not 'including'.

hollydays

Sorry, yes I have re read it now, thank you.

hollydays

peachyprice wrote: »

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.

It's not rude to test it, it's rude to phrase it in such a way the customer feel the slightest uncomfortable .If I was a manager I think I would also be concerned a member of staff was " testing " electrical items, is she qualified to say if something is faulty or not. Seems very odd.i find it quite funny, I have visions of taking a coffee maker back, and the member of staff brewing up some coffee before taking my word, etc.
I've never heard of anyone taking food back , saying its off, and the store disagreeing with them, if the member of staff automatically sniffed it fine, but I've never known that, the store doesn't need to check its off, that's just silly.

Customer service should be giving the treasured customer a great shopping experience, if I took a torn dress back, I wouldn't expect the staff to say, I'm going to check this to see if it is torn.
Customers aren't guilty until found otherwise.this is probably why I like the customer service at Costco for returns, and why they have my custom.

Money-Saving-King

hollydays wrote: »

I the customer feel the slightest uncomfortable

Yeah but with some people that's easier said than done. From some of the things I've read on here even if someone in a shop were to say "hello how are you?" that would have some people up in arms!

hollydays

Money-Saving-King wrote: »

Yeah but with some people that's easier said than done. From some of the things I've read on here even if someone in a shop were to say "hello how are you?" that would have some people up in arms!

No, it's not the same now is it.:D
Hello how are you versus- I'm going to take this electrical item out the back to test it

peachyprice

hollydays wrote: »

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

Not at all. I said the only people who would be offended are people trying it on AND the OP, that does not equate in any way to saying the OP was trying it on.

Oops, just seen you were already corrected. Thanks TR.

peachyprice

hollydays wrote: »

It's not rude to test it, it's rude to phrase it in such a way the customer feel the slightest uncomfortable

I could understand if the girl had said 'I don't believe a word you're saying, I bet it boils when I test it'. That would have been offensive.

But I'm really struggling to understand how 'I'm taking this out the back to test is doesn't boil' is offensive, and how it could have been rephrased to be less so.

hollydays

Now your misreading me, I didn't say it was offensive.
But she's not qualified to test and bearing in mind the customer already told her it wouldn't boil, it's less than tactful, and not how good companies behave.

Pollycat

peachyprice wrote: »

I could understand if the girl had said 'I don't believe a word you're saying, I bet it boils when I test it'. That would have been offensive.

But I'm really struggling to understand how 'I'm taking this out the back to test is doesn't boil' is offensive, and how it could have been rephrased to be less so.

I wonder if the OP actually remembers word-for-word what the CS woman said or if it was the fact that he/she was surprised that there wasn't an immediate refund forthcoming that triggered the 'she doesn't believe me' feeling.

I'm not saying the OP isn't telling the truth but I'm not sure that I would remember exactly what was said to me.
in fact, I went to Tesco CS yesterday and I wouldn't be able to say with any certainty what words were used. But maybe that was because I wasn't questioned about my (trivial) complaint.

Just a thought.