Refunds and Exchanges

DonVig

I bought a pair of trousers from H&M about 2 months ago. I took them back with the reciept last week to get a credit note. I paid £25 for them. They said that they can only give me a £15 voucher as it went on sale during that time. I then called customer service and they said I should get a voucher for the price I paid irrespective of it going into sale. I then went back to the store and told them what customer service said. They said that customer service is not important and that they are wrong. I then went back to customer service and they said exactly the same thing they said before. I then logged a complaint about this and was told they will be in contact. Well they called me today and said the shop was right and that this is their policy. Is that fair or even legal that they can take your money like that? I felt like I was being robbed in broad daylight.

neilmcl

Was there anything wrong with the trousers?

[Deleted User]

Why were you returning them only after two months? If they were simply unsuitable, you have no automatic right to a refund at all.

marcarm

Robbed in broad daylight?

That's a bit strong no? You willingly handed over the money so there was no robbery. They didn't take your money, you gave it to them in exchange for a product.

You have no right to anything if the trousers were not faulty, anything the shop does is goodwill.

DonVig

No. It was unworn and still had all the tags.

DonVig

So even if I paid £25 for they can give me a £15 voucher even though I have a proof of purchase?

[Deleted User]

DonVig wrote: »

So even if I paid £25 for they can give me a £15 voucher even though I have a proof of purchase?

As already stated, they don't have to give you a refund at all...

marcarm

DonVig wrote: »

So even if I paid £25 for they can give me a £15 voucher even though I have a proof of purchase?

If the goods are not faulty they do not have to give you anything. There is no automatic right to a refund for change of mind.

Anything the shop does is goodwill and they can impose whatever terms they want on this, so if they say they will only give a credit for the lowest price then they have met their legal obligations and exceeded them.

They can say they will only give a credit note on a Wednesday with a full moon, as long as you are wearing a clown costume and it would be legal.

All shop purchases should be considered final unless stated otherwise.

DonVig

So if I was a dishonest person, which I'm not. I could purposely damage the trousers and ask them for an exchange or a refund for the price I paid.

marcarm

DonVig wrote: »

So if I was a dishonest person, which I'm not. I could purposely damage the trousers and ask them for an exchange or a refund for the price I paid.

You could, although ensuring it looked as though it was a fault and not damage might be tough. The retailer also has the choice to refund, repair or replace so you could end up with the same pair of trousers repaired, putting you back where you are now.

It would also be fraudulent but I'm not sure how your conscious feels about that.

DonVig

Like I said. I'm not a dishonest person. I work in retail myself and need to get an understanding of this. So basically we are rewarding dishonesty instead of honesty. If that is the case then society is messed up.