wrong info from asda shop assistant

wild_tiger

I bought a ps3 game in asda at the entertainment counter, I asked if I could return it and was told it would be fine as long as it wasn't opened, this was 3 weeks ago. I took it back to the same lady who sold it to me and she said I had to get a refund from customer services so I went down to that department and told them the lady had sent me down from the entertainment counter. They then said 'i don't know why she sent you down because you don't get a refund you can just exchange it for a similar product, I explained what the lady from the entertainment counter had told me but they said tough, the manager is calling me tomorrow because he wasn't in today. I looked at the entertainment counter for details of the policy but there is nothing on show.

Any ideas what I can say to try to get a refund, even on a gift card??

Thanks :-)

WTFH

Is it still sealed in a cellophane wrapper?
Do you have the receipt?

Caz3121

You have no legal rights to a refund based on a change of mind given you bought it in store. Many stores offer refunds/exchanges but they do not need to. What does it say on your receipt re returns?

shaun_from_Africa

According to the ASDA website, you should get a full refund and not just an exchange.

http://your.asda.com/about-asda//exchanges-and-refunds

shaun_from_Africa

Caz3121 wrote: »

You have no legal rights to a refund based on a change of mind given you bought it in store.

You do if the store has advertised their returns policy.
A retailer can't advertise terms and conditions in order to attract customers then fail to honour them as those T&C's will form part of the contract of sale.

Caz3121

shaun_from_Africa wrote: »

According to the ASDA website, you should get a full refund and not just an exchange.

http://your.asda.com/about-asda//exchanges-and-refunds

Which says "For all Music, Video and Games you have 28 days to change your mind. Products must be returned in their original condition** and supported by proof of purchase. We will offer a one-time-only exchange of title."

I am guessing a video game falls into this category...no mention of refund

shaun_from_Africa

Yes, you're correct Caz.
When I read the original post, I thought that it was a game console that the OP purchased.

visidigi

I returned a copy of call of duty the other day to asda, still in cellophane, gota. Full refund no quibble. Not only that but I paid £39.97 and it scanned at the current price of £32, she adjusted it in full to £39.97. Took all of 30 seconds...

WTFH

That's what I'd expect. I guess the OP hasn't told us all the information...

zoob

wild_tiger wrote: »

I bought a ps3 game in asda at the entertainment counter, I asked if I could return it and was told it would be fine as long as it wasn't opened, this was 3 weeks ago.

Thanks :-)

The way I read it, it was asked if she could return the game, but she didn't ask if she could return it for a refund.

frugal_mike

zoob wrote: »

The way I read it, it was asked if she could return the game, but she didn't ask if she could return it for a refund.

I thought the same thing, except I would say return is normally synonymous with 'return for refund' rather than 'return for exchange'. At the very least its ambiguous, and ambiguous terms should be interpreted in favour of the consumer (assuming the staff member admitted what was said, which is probably unlikely).