Matalan.. declined refund

jubaxt

On 17th May, I visited Doncaster store and spent over £200 on many items of clothing. Most were bought to take on holiday May28th to June 4th. My receipt states on the back that the refund policy covers 28 days so I thought I would be ok to return any unsuitable items on my return from Italy.

I am presently on antibiotics for sinus infection so have been unable to return items earlier however, when I took items back to S!!!!horpe store, I was declined a refund, being told that the policy has now changed on May 22nd to 14days, but.. I bought my items on 17th May? Sorry madam was the reply... it was advertised on the website. Website? .. I shop in store.. I dont check every shop website before I shop to make sure policies aren’t changing.

I had also returned items to Debenhams which I did know had a 14 day policy and yet they offered a full refund.

I brought the Matalan items home and tore off the price tags assuming that the receipt said 14 days but when I got to the bottom of the bag noticed my receipt said 28 days

I then called Matalan customer services to only be told that the policy changed after I purchased the goods. As far as I am concerned.. on the day I bought my items.. the policy and receipt was 28 days exchange/refund so that was my contract of purchase. If the receipt was incorrect then why was it issued with incorrect information? I now have £70 of totally unusable items.

I have read that if I took the items back with no receipt then I would get exchange but with an incorrect receipt nothing?

Absolutely shambolic customer care.. advice please

happyandcontented

I would write to the CEO:


Matalan

Mr Jason Hargreaves Managing Director

Email barton_c@matalan.co.uk

Telephone 0151 556 6000
Switchboard 0151 556 6000
Website http://www.matalan.co.uk
Social Media T F

Postal Address Matalan Head Office Perimeter Road, Knowsley Industrial Park, Liverpool, L33 7SZM


Also, I would initially post on their Facebook page or Twitter feed.

Further Info here:


https://www.complaintsdepartment.co.uk/matalan-uk/

DCFC79

jubaxt wrote: »

On 17th May, I visited Doncaster store and spent over £200 on many items of clothing. Most were bought to take on holiday May28th to June 4th. My receipt states on the back that the refund policy covers 28 days so I thought I would be ok to return any unsuitable items on my return from Italy.

I am presently on antibiotics for sinus infection so have been unable to return items earlier however, when I took items back to S!!!!horpe store, I was declined a refund, being told that the policy has now changed on May 22nd to 14days, but.. I bought my items on 17th May? Sorry madam was the reply... it was advertised on the website. Website? .. I shop in store.. I dont check every shop website before I shop to make sure policies aren’t changing.

I had also returned items to Debenhams which I did know had a 14 day policy and yet they offered a full refund.

I brought the Matalan items home and tore off the price tags assuming that the receipt said 14 days but when I got to the bottom of the bag noticed my receipt said 28 days

I then called Matalan customer services to only be told that the policy changed after I purchased the goods. As far as I am concerned.. on the day I bought my items.. the policy and receipt was 28 days exchange/refund so that was my contract of purchase. If the receipt was incorrect then why was it issued with incorrect information? I now have £70 of totally unusable items.

I have read that if I took the items back with no receipt then I would get exchange but with an incorrect receipt nothing?

Absolutely shambolic customer care.. advice please

Just because Debenhams refunded you has no bearing on what Matalamd should do.

The clothing you removed the tags pff did you wear them ?

A_Nice_Englishman

It's now 29 days since May 17th so if you tried to return the items today you're past the deadline anyway.

Why did you buy them if they're 'totally unusable'? You had the opportunity to inspect and probably try on before purchase. That's the advantage of buying in a shop rather than online/mail order.

brizzie_2

I know this is an old thread that was never closed but I landed on it after a google search so others might. I would agree that the printed refund policy forms part of the contract on the date the contract was made, 17th May. However, the policy also states that they must be returned in the condition they were purchased including all packaging. That includes the price tags. The store cannot return the items to the racks for another customer to buy, and they are devalued as a result. And the lack of a price tag might suggest the clothes have been worn - why else would you remove the tag. So IMO the OP broke the contract by removing the price tags and Matalan had no reason to refund.



As to Debenhams - in 2018 they made a loss of £491 million and have since gone into Administration. Staff failing to apply return policies properly no doubt contributed a small amount of that loss.