I want a full refund

ssunshines

I bought a pair of sandals from the Dune concession in House Of Fraser back in May. The toe piece has recently broken so I took them back to House of Fraser. The problem is that I paid for them with cash and can't find the receipt. They were still selling the sandals at that time and I wanted an exchange but without the receipt I was told this was not possible. I called Dune Head Office to be told that as I had not proof of purchase they would pay for a repair but would not exchange or refund. I then sent them sandals back to Head Office and have now received a letter stating that they confirm that there is a manufacturing fault but cannot offer a full refund as the items were purchased at a concession with no proof of purchase. They have offered a £12 gift card that can only be used at Dune being the last selling price of the sandals - I paid £25. Can I demand a full refund? Any ideas anyone?

InsideInsurance

Your rights are with the vendor not the manufacturer and if you bought in HoF then its with them that you have the fight

You are required to prove that you bought the items from that merchant, it doesnt have to be a receipt but does need to be something. If you cant prove you bought it from them they can tell you to go whistle.

Even if you could prove its from the merchant they are entitled to chose between repair, replace or refund and a refund can deduct off the use you've had from them.

You have no rights to demand anything from the manufacturer and so anything they are offering you is pure goodwill.

wealdroam

InsideInsurance wrote: »

You have no rights to demand anything from the manufacturer and so anything they are offering you is pure goodwill.

But if the manufacturer had a concession on HoF, then the purchase may well have been made direct from the manufacturer.

But I agree... without a proof of purchase the seller, whoever it is, has no obligation to do anything.

InsideInsurance

wealdroam wrote: »

But if the manufacturer had a concession on HoF, then the purchase may well have been made direct from the manufacturer.

To go off on a bit of tangent... I am never 100% sure how concessions really work.

If you take HoF as an example you can pick up items from several different concessions and pay for them all at one HoF branded till. In my experience whichever till point you use you always get a HoF branded receipt and only one VAT number on the bottom.

To me that would suggest that you contract is with HoF, if it was a contract with each concession then I'd expect to see the VAT number for each one listed separately. (Went shopping at lunch to HoF and it only has 1)

Not sure if you go to a higher end place like Harrods if the same applies. Certainly the branding does but there you have to pay for some items in the concession of purchase but I suspect this is more a security thing so you dont wander out and "forget to pay for" the Chanel handbag. Never tried wandering in with some other transportable items and seen if the concessions will allow you to run through all the items.