returning with damaged box - help pls

naedanger

MrsMBK wrote: »

the cashier is saying she doesn't remember and the manager is saying his staff would not have sold a product with a damaged box (when they did), therefore he is not going to do anything. This is just our word against his. He is saying the cctv clearly shows the box. In which case I am going to request the footage as it was broken on purchase.

I am not trying to return it because the box is broken.

My suggestion is that your brother complains in writing to head office. He should state his version of events and what he has been told by the shop and ask them to confirm that (a) his understanding of what the shop have said is correct and (b) an explanation of why they are refusing a refund when the cashier has not contradicted his version.

I would wait for them to confirm in writing that they have cctv evidence before demanding a copy. (Otherwise they could say they never said this existed and it would still be your brother's version of events versus theirs.)

Hopefully they will confirm they have cctv evidence. Your brother can then demand a copy (though he might be charged £10). If they don't produce it then your brother should have a good case if he sues them.

loftykins

just keep the train set with the damaged box and return the others he got

powerful_Rogue

Just another angle on this, what if your brother dropped it/manhandled the item and caused the damage to the box and to save face said he purchased it like that because it was the last one left.

Would explain if true why the cctv shows the item being in good condition.

MrsMBK

thanks - I will do this.