Hobby craft refusing to refund item!

sugarbabe84

Yesterday my dad kindly made a purchase of 11 card packs for £22 for me. Unfortunately he bought the incorrect size dimensions of the product, so I had to return them to get the correct sizes.

Today I visited the store and shopped around for the correct sizes. Unfortunately when I got to the till I encountered a less than courteous teller who refused to do the product exchange all because my dad had bought the cards using his bank card, so she said she cannot exchange it. Out of desperation I decided to buy the card packs with my own card and leave the original ones for my dad to return.

My parents always make mistake purchases and this is not the first time my dad has asked me to exchange or return something that he bought on his card. I find it odd how this lady refused to do the exchange for me. I've never encountered this issue. To me it seemed a case of having encountered a lady with a chip on her shoulder, with poor customer service skills.

We live 8 miles from the Hobby Craft store. I think it's unfair for my dad to have to drive back there, all because there's a rigid policy in place, that leaves no room for reasonable judgement. Worse of all, he's reluctant to go back to the store because he's scared they will refuse to do the refund, but I'm sure going to make sure he goes back.

Is it common for stores to refuse refunds on the basis that the purchase was made from someone else's card? I mean what happens in the case of returning gifts?

Helix

Perfectly normal and the banks require that stores do it to prevent money laundering (although its clear someone isn't going to launder £22).

There is also the fact that the store lose out by not refunding to the original card. They don't get the card fees from the original purchase if they don't.

You have no right to a refund unless an item is faulty, so you are reliant on the shops terms and conditions which can specify that it must be refunded to the original card. If it is a gift then even if it is faulty the person receiving the gift has no right to a refund, the original purchaser does however and they would need to return it.

unholyangel

Helix wrote: »

Perfectly normal and the banks require that stores do it to prevent money laundering (although its clear someone isn't going to launder £22).

There is also the fact that the store lose out by not refunding to the original card. They don't get the card fees from the original purchase if they don't.

You have no right to a refund unless an item is faulty, so you are reliant on the shops terms and conditions which can specify that it must be refunded to the original card. If it is a gift then even if it is faulty the person receiving the gift has no right to a refund, the original purchaser does however and they would need to return it.

Unless a gift receipt is obtained. Then rights pass to the recipient.

sugarbabe84

Helix wrote: »

Perfectly normal and the banks require that stores do it to prevent money laundering (although its clear someone isn't going to launder £22).

There is also the fact that the store lose out by not refunding to the original card. They don't get the card fees from the original purchase if they don't.

You have no right to a refund unless an item is faulty, so you are reliant on the shops terms and conditions which can specify that it must be refunded to the original card. If it is a gift then even if it is faulty the person receiving the gift has no right to a refund, the original purchaser does however and they would need to return it.

I forgot to mention that my dad had given me his card so I went in with his card.

gik

sugarbabe84 wrote: »

I forgot to mention that my dad had given me his card so I went in with his card.

Do you not see the problem? You had a card that wasn't yours and were trying to get a refund. The 'teller' as you called them should have retained the card and returned it to your Dad's card supplier. What would you have done if you'd been asked to key in the PIN code for the refund?

gik

unholyangel wrote: »

Unless a gift receipt is obtained. Then rights pass to the recipient.

Is that dependant on the T&C's of the 'gift receipt' which could possibly be different? Just asking BTW!

Helix

sugarbabe84 wrote: »

I forgot to mention that my dad had given me his card so I went in with his card.

Which is against the terms and conditions of his bank account. So the store are still correct not to refund.

monty-doggy

It's correct you couldn't get a refund as you were not the card holder, but they should have offered you an exchange or gift card to the value, as that's their policy. Try contacting them at head office and explaining, or use the feedback online and you'll guarantee a response, details can be found on your receipt.

sugarbabe84

gik wrote: »

Do you not see the problem? You had a card that wasn't yours and were trying to get a refund. The 'teller' as you called them should have retained the card and returned it to your Dad's card supplier. What would you have done if you'd been asked to key in the PIN code for the refund?

I know both my mum and dad's pin codes. We are an open family built on trust and honesty.

If my dad didn't trust me, then he wouldn't give me his card.

whatmichaelsays

sugarbabe84 wrote: »

I know both my mum and dad's pin codes. We are an open family built on trust and honesty.

If my dad didn't trust me, then he wouldn't give me his card.

Try that line with his card issuer. I'm sure they'll understand.

The reality is that you have no complaint here. Hobbycraft have done absolutely nothing wrong.

soolin

sugarbabe84 wrote: »

I know both my mum and dad's pin codes. We are an open family built on trust and honesty.

If my dad didn't trust me, then he wouldn't give me his card.

I'm sure you do all trust each other, I would trust my sons as well. However it is a breach of the terms and conditions of the card and may cause real issues should you ever have a stolen or cloned card and are asked to confirm that you have never disclosed your pin to a third party.