Problem at The Range - where do I stand?

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Hi all,

Having an issue with a local branch of The Range and wonder if you could me some advice about where I stand?

I took my disabled mother shopping earlier this week and we spent some time at a nearby retail park. In The Range I followed mum around with a trolley as she walked on crutches and chose some items (toys for her grandson, picture frames etc). After we'd been around the shop mum went back to the car while I checked out (paying cash). So far so good.

However, when my mother later checked the receipt she noticed a charge for an item at £18.00 that she didn't remember. All other items were present and correct, but it seemed we'd been charged £18 for a mysterious product that we hadn't received. The item name on the receipt is an unintelligible abbreviation.Admittedly, I should have noticed this as the sales assistant was scanning the shopping, but I didn't, and I hadn't been paying much attention to what my mother had been choosing or to how much it cost anyway.

So, mum telephones the shop and is told to come back with all of the stuff she'd bought and to ask for a particular manager. We do that a couple of days later and are seen by a relatively polite colleague at the customer service desk. She duly phones the manager in question (who is not on the shopfloor), who in turn tells the colleague that we should have checked the receipt before leaving the shop in the first place, and to photocopy the receipt and take my mother's details as she is too busy to deal with this right now. We're now waiting to hear from the manager. Before leaving we asked the customer service person if she could find out what the £18 item was from the code on the receipt - the same abbreviation popped up, which she didn't recognise, so we're still not exactly sure what we didn't buy.

Anyway, assuming the worst and that further help from the store isn't forthcoming, where do we stand?

Thanks very much for reading.

Loonytoons

Sorry I can't offer any help but I hope you get this sorted x

sarah1972

I would imagine that as you had left the shop that you havent got a leg to stand on because how can you prove that you dont have the item at home?

imho

Why dont you call them http://www.therange.co.uk/fcp/content/contact_us/content
Plus they seem to have a facebook page.
Dont call your local branch call 01752 725595

Enterprise_1701C

Can you post what the abbreviation is here, someone may well recognise it, and if there is a barcode next to it on the receipt can you post that too please?