warren james poor service

ARP409

On Nov 28 (this year) I went into my local Warren James and stated that I wanted a medium sized silver neck chain for my wifes xmas present and was sold what I thought was the ideal gift! women being women No it wasnt so off I went back to my local store today 30 Dec for a refund, only to be told "no chance not that long ago" so I enquired about a credit note again no chance.

I appreciate that I should have read their terms and conditions on the back of the receipt but I did as I imagine most customers do I just put the receipt into my pocket and away I went a happy customer. I also feel that the sales assistant should have brought their terms and conditions to my attention of a 16 day returns policy, if they had I may not have continued with the sale.

My point being they knew it was for a xmas gift and did not inform me of the return period (poor sales staff), most retail stores normally extend their return period over xmas just as a gesture of good will.

now I will never buy anything from them again and I will make every effort to let anybody I know of there poor customer service to try and persuade them not to buy from them.

I did try to leave a message on their website to keep this private but could not find a way to do it (you can only leave messages about web based orders)

not a happy customer now:mad:

monty-doggy

I'd call their customer services, or ask to speak to a manager and plead with their better nature, while this may be policy, I agree it's not good service.

mountainofdebt

well in fariness they are well within their rights to refuse you a refund - my OH will buy me any jewellery I want BUT I have to be there to make sure I like it and he would NEVER buy me jewellery on the off chance I like it.

For me reading this thread, poor customer service = not giving me what I want so I'm going stamp my feet in temper.

Fosterdog

In any shop you should always assume there is no returns policy (not including statutory rights) unless they tell you differently. Them even allowing 16 days is above what the law says they have to do.

soolin

How can it be poor customer service to give you a right to a refund that exceeds your rights under UK consumer law?

monty-doggy

I have been a retail manager for 15+ years. You do have the power of discretion and given It's Xmas and most companies have an extended return and exchange policy, I'd have offered an exchange or credit.
It's good service, and will keep the customer happy, and he will most likely then return in the future and spend more money.
Now he has left unhappy, will tell his friends he is unhappy, post online and deter many more people from shopping at my store.

Good service is much more than sticking to a policy, it's about pleasing your customer and protecting your business. ( hence why I wouldn't give a refund, but offer a gesture of exchange)

Pollycat

monty-doggy
Just curious - do you think that power of discretion also applies to Warren James?

If it does, I agree that it would have a been a nice goodwill gesture that may have been 'praised' on here.

In our local 'Perfume Shop', they were selling Travalos (small, aluminium, refillable perfume containers) in various colours.
£14 (I think) each but 2 for £20.
I wanted 3 and asked if the assistant would sell me 3 for £30 but she refused. I asked if the manager had discretion and she said she was the manager and couldn't over-ride the till.

Always a shame when a gift disappoints.

Takeaway_Addict

monty-doggy wrote: »

I have been a retail manager for 15+ years. You do have the power of discretion and given It's Xmas and most companies have an extended return and exchange policy, I'd have offered an exchange or credit.
It's good service, and will keep the customer happy, and he will most likely then return in the future and spend more money.
Now he has left unhappy, will tell his friends he is unhappy, post online and deter many more people from shopping at my store.

Good service is much more than sticking to a policy, it's about pleasing your customer and protecting your business. ( hence why I wouldn't give a refund, but offer a gesture of exchange)

Not all retail managers will have the discretion, most will but not all.

I don't see why they didn't help the OP out though but its not going to stop me using them in the future.

Takeaway_Addict

Pollycat wrote: »

monty-doggy
Just curious - do you think that power of discretion also applies to Warren James?

If it does, I agree that it would have a been a nice goodwill gesture that may have been 'praised' on here.

In our local 'Perfume Shop', they were selling Travalos (small, aluminium, refillable perfume containers) in various colours.
£14 (I think) each but 2 for £20.
I wanted 3 and asked if the assistant would sell me 3 for £30 but she refused. I asked if the manager had discretion and she said she was the manager and couldn't over-ride the till.

Always a shame when a gift disappoints.

It maybe true that she couldn't but I would be surprised but some companies run on strict margins and to allow a manager to start giving discounts away is open to abuse which the company may want to stop.

monty-doggy

Takeaway_Addict wrote: »

It maybe true that she couldn't but I would be surprised but some companies run on strict margins and to allow a manager to start giving discounts away is open to abuse which the company may want to stop.

I agree with this, I wouldn't give away uneccasary discount as this is costing the business money. An exchange in the above circumstances isn't costing any money and may have resulted in a bigger sale.

I'm not saying the store were wrong, but in my opinion it's not good service, especially in the spirit of Xmas.