Asda strange terms for returns.

aqua111

I took a Radio plus receipt to Asda as a small wire on the lead was bare and had given me a shock.
Customer service said I must bring the box and I said I would.
She said most important were the instructions
After looking at the bare wire she then said I must have pulled it.
I gave up, rang Head Office and they authorised a full refund.
My Debit Card has now been refunded much to the annoyance of Customer Services at the Store.

Laurensalive

I wonder if the store did not want to refund you as this would have been an admission of guilt? Wow dangerous.

aqua111

That is what I thought as Head Office apologised immediately.
When I returned to the Store they insisted they did not give refunds without the instructions and once again hinted that I had caused the damage.
As I gave them the Authorisation Number they had to refund my card.

Laurensalive

Has this item had a recall notice?

Millerdog

I had this once with an expensive electric toothbrush that wouldn't charge up.

It was 10 months into 12 month guarantee period and they wanted me to return the original box and paperwork etc. Wouldn't budge.

Luckily the box was found stuffed at the back of the airing cupboard ( Don't ask!)

Who keeps boxes for small items for that amount of time?

Receipts yes.... Boxes NO !

aqua111

I rang Head Office and they immediately authorised a refund.
I thought proof of purchase was the only paperwork needed.
I am going to find the Paperwork which is probably in the loft to see if there has been a recall.

bod1467

When dealing with a SOGA claim, all that is needed is proof of purchase. (Plus perhaps a report showing the fault was inherent, if the fault happened more then 6 months from purchase).

When dealing with a warranty claim however, the manufacturer can insist on reasonable terms - whether original packaging and instructions etc. would be deemed reasonable only a court could decide.

robatwork

I've always considered that the packaging etc is only relevant if you are returning for some reason other than it's faulty, so the shop can resell.

If it's got a fault then they can't resell so what would their reasonable purpose be in inisisting on the packaging?

Pennywise

Sounds like a jobsworth - some of them regard it as a personal insult to actually give a refund and act as if it comes out of their pocket.

Argos used to be very bad for this. Stroppy staff who just wouldn't refund, trying to find every technicality to avoid a refund, often seeming to make up the SOGA as they went along. The manageress at our local store was particularly bad - a few times I had to contact Head Office and she was clearly annoyed when I returned to the store with a HO instruction to refund. I just can't understand why they have this attitude.

It certainly causes people to change their shopping habits. For a few years, with the Argos situation, I would often go out of my way to buy stuff elsewhere in the knowledge that refunds would be less stressful. I do the same now with internet purchases - happy to pay a little bit more to use a website that I know will be easier to return things to.

aqua111

I have ordered a new radio from Amazon as their Customer Service is brilliant.
I saw the previous radio in Asda and bought it.
I usually use Amazon and will always order from them in the future.

Potternerd

As I have mentioned on a previous post ASDA need to train their staff what terms of SOGA are. I no longer shop there because I think they don't treat customer complaints seriously so they don't deserve my money.