Empty box... From B&M

dippy3103

Hi,
I purchased a glass screen protector for my mobile from a B&M store 80 miles away from home. I got home and went to fit it and discovered that the box had been opened & the item removed. It was only a £5, but, on principal I emailed their head office asking for advice.

I had an email back advising that I had to go back to the store to sort it out. Not remotely helpful- and their shabby attitude to customer care has totally got my back up!! So heels in time- I just want the item I paid for- not after anything other than that.

Any suggestions as to where next? Can I email and insist they sort it as after all, the contract I made is with B&M and not with the individual store.

wealdroam

dippy3103 wrote: »

Any suggestions as to where next?

Yes, back to the store you bought it from.

AJXX

dippy3103 wrote: »

I had an email back advising that I had to go back to the store to sort it out. Not remotely helpful- and their shabby attitude to customer care has totally got my back up!! So heels in time- I just want the item I paid for- not after anything other than that.

Just because you didn't instantly get your own way does not equate to "shabby attitude to customer care".

Sorry but you purchased it from a store, therefore it's not unreasonable for them to suggest you return to the store to sort it out - the fact it's an 80 mile drive is not their concern.

By all means email head office back and politely advise that it's quite a distance to the store and see if you can arrange something via post, perhaps you could even contact this store directly and see if you can arrange with the manager to send the item back to the store via post?

pinkshoes

AJXX wrote: »

Just because you didn't instantly get your own way does not equate to "shabby attitude to customer care".

Sorry but you purchased it from a store, therefore it's not unreasonable for them to suggest you return to the store to sort it out - the fact it's an 80 mile drive is not their concern.

By all means email head office back and politely advise that it's quite a distance to the store and see if you can arrange something via post, perhaps you could even contact this store directly and see if you can arrange with the manager to send the item back to the store via post?

If the OP stated that the store was 80 miles away, then it is ridiculous that they should suggest that it is returned to the store for a £5 item.

It is hardly a scammed item, so a decent company would just send them another or redund.

wealdroam

pinkshoes wrote: »

If the OP stated that the store was 80 miles away, then it is ridiculous that they should suggest that it is returned to the store for a £5 item.

It is hardly a scammed item, so a decent company would just send them another or redund.

So, is it ok if I do a google search, find a B&M store 80 miles away, phone up B&M's customer services... you think they should refund without any confirmation that any purchase has been made?

Not sure that's a sustainable business strategy.

dippy3103

pinkshoes wrote: »

If the OP stated that the store was 80 miles away, then it is ridiculous that they should suggest that it is returned to the store for a £5 item.

It is hardly a scammed item, so a decent company would just send them another or redund.

My point exactly. My email was polite, I would be happy to go to a local store...

This is their reply:-
" This would have to be discussed with the store itself as we do not deal with finances or stock here at Head Office.

Regards,

Customer services."

That's the sum total of it. I think a suggestion to maybe take it to a more local store or even that they would post me a replacement would be more helpful than that.

dippy3103

Ps I quoted the receipt number, date & time of transaction and offered to scan and email the receipt. I think that's proof of purchase.

Poppie68

dippy3103 wrote: »

My point exactly. My email was polite, I would be happy to go to a local store...

This is their reply:-
" This would have to be discussed with the store itself as we do not deal with finances or stock here at Head Office.

Regards,

Customer services."

That's the sum total of it. I think a suggestion to maybe take it to a more local store or even that they would post me a replacement would be more helpful than that.

It reads to me that they are telling you to go into your local branch and discuss the missing cover with them.
You can go into any branch as with many other retailers for exchanging or refunds so I don't understand why you contacted HO instead of doing the obvious?

dippy3103

Poppie68 wrote: »

It reads to me that they are telling you to go into your local branch and discuss the missing cover with them.
You can go into any branch as with many other retailers for exchanging or refunds so I don't understand why you contacted HO instead of doing the obvious?

Because I thought if I emailed straight away I'd have an email from customer services suggesting I go to a local branch to sort it out and then I would have an email from customer services saying that they will help me locally. Saves time.

I read it as I have to return to the branch- my nearest B&M is still 15 miles away. Not their problem I know. Clearly they don't even think my missing product is their concern,


Think it was the total indifference that got me.

DCFC79

Why did you not check the item before heading home ?

dippy3103

DCFC79 wrote: »

Why did you not check the item before heading home ?

Because it appeared sealed.