WHSmith "franchise store"

mikepoole

On our travels last week, we stopped at a services on the motorway and bought an iPod charger adaptor from a WHSmith in the services (Stafford)

Got home, the item did not work

Went into my local WHSmith only to be told I need to go back to the place I bought it as they do not sell the item and the store was a "franchise" store. The services I bought it from is approx 120 miles from my house

Now this is only a £10 item but surely WHSmith should allow me to exchange/refund at any of their stores and then deal with the franchise themselves? This seems poor customer service to me

All thoughts welcomed!

vuvuzela

Unfortunately you've been caught out. The owner of the particular WHS is not the main company, they're just bought the right to use the name. This will likely have been in very small print displayed somewhere unobtrusive in the shop. I don't think there's much you can do, which I agree is very annoying.

InsideInsurance

http://www.whsmith.co.uk/fcp/content/Help-YourOrderAndDetails-ReturnsAndRefunds/content#refundexpolicystore

Their own policy states you can return it to any store.

I had a similar discussion with a B&Q store because they didnt want to accept a return bought from another store as "they would lose the refund and the other store would keep the sale" and they didnt even have the argument of a franchise. Stood ground and they reluctantly refunded it.

mikepoole

The linked page states

"WHICH STORES CAN I RETURN ITEMS TO?

You can return items ordered from WHSmith.co.uk to any WHSmith high street store. This excludes WHSmith concessions and Stores in airports, railway stations, motorway services and outside the UK." (my bolding)

which seems to indicate they treat them as separate entities :-(

DCFC79

Yes they are separate entities, is annoying but lesson learned.

philatio

Write to their head office in Swindon. Point out that you assumed a shop signed as "WHSmith" was WHSmith and was a brand you trusted blah blah blah..

Might get you somewhere. You never know.

InsideInsurance

mikepoole wrote: »

The linked page states

"WHICH STORES CAN I RETURN ITEMS TO?

You can return items ordered from WHSmith.co.uk to any WHSmith high street store. This excludes WHSmith concessions and Stores in airports, railway stations, motorway services and outside the UK." (my bolding)

which seems to indicate they treat them as separate entities :-(

Thats different, the OP didnt buy it from a website. What it actually says for instore purchases is:

I BOUGHT FROM A WHSMITH STORE. WHAT IS THE RETURNS, EXCHANGE AND REFUND POLICY?

Bought something from a store and need to return it? Bring it into any WHSmith store - within 30 days of receipt.

This is in addition to your statutory rights.

mikepoole

Reply from WHSmith customer services

"this is a franchise store and, therefore, I do need to refer your complaint on to the relevant contact. Please can you confirm which store you made the purchase from and if you are happy for me to pass your contact details on."

InsideInsurance

mikepoole wrote: »

Reply from WHSmith customer services

"this is a franchise store and, therefore, I do need to refer your complaint on to the relevant contact. Please can you confirm which store you made the purchase from and if you are happy for me to pass your contact details on."

I'd have pitched it the other way round, stuff sometimes doesnt work, thats life. My complaint would be about the store you went to to return it given their stated policy is you can return goods bought in a physical store to any other physical store and they have refused to do this.

mikepoole

Thanks InsideInsurance

I am going to use your quote from their website in my reply to query this

skintpaul

I would put it back into WHSmith court, and ask if they are happy renting space to franchises that sell duff goods?