The Great ‘Store Returns Policy’ Hunt. Who, what, where and when?

purpleygirl

Can't praise them highly enough. I bought an outfit for a special occasion and unfortunately the strap broke when I wore it on the day. I returned the outfit and was graciously offered a no quibble refund. When I ruefully said that I had bought jewellry especially to go with it the manager offered to sell me another one at a reduced price. She then offered to buy me a coffee and cake!! Customer service at its best.
:T

mum2one

Primark
tried to return 2 items still tagged
had credit card slip - mislead receipt ( 3 days later spent over £100 items returned were £10 total)
absolutely point blank refused a refund, an exchange, or a credit note - was told by the assistant that I could of merely picked them up off the shelf and walked to customer service desk.

got told by the same assistant r you sure that you have checked your handbag properly, when she was stood there argueing with me - found the receipt in the one of the items.

I felt like a criminal in there -all for the sake of £10

Silprops

Bought goods from large city centre M&S. Tried to return an item to a smaller, local M&S but told that this was not possible as item was not sold in the smaller store. Is this M&S policy?

cricks

Fat Face have a 28 day return policy for non faulty items with a receipt, without a receipt you'll get a Gift Voucher.

For faulty items you have 6 months to return the item, you do not need a receipt and you should be refunded the amount you paid for the item. This refund could be Gift Vouchers or Cash/Card depending on sales assistant.

Christmas gift return policy is up to the 6th January.

Hope this helps someone.

terry009

MSE_Martin wrote: »

What's it all about?

Everyone knows that buy things at Marks & Spencer and you can return it no quibbles. However many think this is a legal right; it isn't, unless there's a problem with the goods bought in store you've no right of return (see Know your consumer rights article).

So I wanted to find out your experience of each major store to compile the info... any help especially from store staff who know the policies would be great.

How to fill out the info

Please reply in the following way...

• Store/Chain Name:
• Can you return goods without a problem? Ie you bought it and changed your mind... is this alloed
• Does it offer a full refund or credit note?
• Did you need to have your receipt/a copy of the credit-card statement?
• Is there any time limit? Is it seasonal?
• Are you a customer or employee/former employee?
• Anything else people should know...

Martin

PS THANKS IN ADVANCE

i bought a dab radio from asda then decided to take it back but i couldn't find my receipt, after being told i couldn't have a refund because the radio was a bush brand and not asda's own and i could have bought it from anywhere, which is fare enough, but i insisted that nowhere esle in the area sold this particular model and i wanted a refund, but no they insisted no proof of purchase, no refund. so feeling rather annoyed i phoned asda house and they suggested if i could get a bank statement or card statement showing the purchase of the radio they could see no problem. so i printed off a statement with the purchase on and toddled off back to asda with my proof. the shop assistant that seen to me this time was very helpful and said no problem and went off to check the computers, within 5 mins he was back with a print out, and there was my radio purchase in black and white, so i got my refund plus a £5 asda voucher, you can't say any fairer than that can you

moogal

• Store/Chain Name: Wilkinson

• Can you return goods without a problem? Ie you bought it and changed your mind... is this allowed? Yes, if you are not satisfied with any product you can return it for a refund or exchange (proof of purchase required). Exceptions apply to underwear/makeup for hygiene reasons - these are only refunded/exchanged if faulty.

• Does it offer a full refund or credit note? Full refund with receipt, or exchange for goods to the value. No credit notes, although you can use the value of the goods to purchase gift vouchers as a workaround.

• Did you need to have your receipt/a copy of the credit-card statement? Receipt/proof of purchase is required for a refund, but you can exchange for goods to the value without a receipt.

• Is there any time limit? Is it seasonal? No specific time limit (we say a "reasonable" time - e.g. a 99p mop probably isn't going to last 10 years) - where the item is not faulty, we normally don't take back items we no longer sell that have disappeared off the system (although this doesn't happen til about 6 months after the product is discontinued)

• Are you a customer or employee/former employee? Employee.
• Anything else people should know... If you have no receipt/proof of purchase price, the item will be refunded at the price it is currently scanning at, so if it's a discontinued item that has been reduced you would only get the reduced price back.

lexa34

Monsoon

Can only return sale items for 7 days- just got very caught out as temporarily lost receipt.

purpleygirl

• Store/Chain Name: GHOST
• Can you return goods without a problem? Ie you bought it and changed your mind... is this allowed - Store will not accept returns of sales items even if they are faulty
• Does it offer a full refund or credit note? - Not on sales items
• Did you need to have your receipt/a copy of the credit-card statement- did have receipt but n/a as they wouldn't refund or issue credit note anyway
• Is there any time limit? Is it seasonal? - n/a
• Are you a customer or employee/former employee? - Customer
• Anything else people should know - Appalling treatment and customer service. I subsequently wrote to managing director and got absolutely no acknowledgement or reply to my letter. This was not my first purchase but I would never buy from them again so they have lost a regular customer.

JimmyTheWig

Ikea
Can return goods within 28 days
Refund with receipt; credit note without
It's sometimes better not to have the receipt! I tried to change something with a receipt older than 28 days. They refused - wouldn't even give me a credit note even though they still sold them. I then "remembered" that that wasn't the right receipt and I had bought this stuff two weeks ago but lost my receipt. Got a credit note!
I was a customer.
They also do some sort of deal where if the packaging has been removed then they will still take it back but deduct a percentage, which I think is fair.

JimmyTheWig

Tesco (food)
They will do everything they can to avoid accepting returned goods
Will offer a full refund if they eventually take it back
Need a recepit and original goods, despite their manky condition
Don't know about time limit
I'm a customer of Tescos - who isn't!?

A couple of examples...
Bought some raw meat from Tescos. Kept it in sealed packet in fridge until needed. When we came to use it it was off. Weren't going to Tescos for a few days and obviously didn't want the off meat around the house so threw the meat out and kept the packet. Took the packet back. They refused a refund as they didn't have the original meat. Did they really expect us to keep dodgy meat around the house for days? Did they really want it back in their store (after being open for a few days when it was already off)?
Bought some Tesco own naan breads in a sealed packet from big Tescos store a few miles away. When we came to use them (packet still sealed) we spotted some mould on them, despite being well within best before date. Took them back to local small Tescos. Didn't have a receipt (who would keep all their supermarket shopping receipts until they use all the items from them?) and was told I couldn't have a refund. Was told that if I took it back to the original store (not helpful when dinner's nearly ready) they could trace the purchase and give me my refund. Eventually after an argument they took them back in the small store, but I had to be persistant. And he said he'd only do it that once.