Vision Express 60 day money back guarantee...by cheque...why?

richardesigner

I recently bought some glasses from Vision Express. I wasn't happy with the glasses and so I asked for my money back - as per their 60 day money back guarantee. First the lady who was dealing with me said 'its over £300, so I need to clear it with my manager'. She came back about 5 minutes later and told me that 'because my refund was over £300 (it's £475) it would be paid back by cheque. Which could take up to 10 days'. Hardly believing what I had heard I asked 'I'm going to get my money back via a cheque?' 'Yes' she replied. I said 'but I paid by debit card'. Anyway this didn't seem to matter and I find myself waiting for my cheque for £475 to arrive. I asked the lady for a note stating that I'd handed my glasses back to her, otherwise I thought if I leave this shop I have no proof that I brought the glasses back. She did this for me and gave me back my receipt aswell. I know vision express is a high street store, but this seems a rather antiquated way of giving me my money back. Is this a common thing for shops to do? Why does it take 10 days? (plus the time for me to take it to the bank and for it to clear) Why couldn't they just put the money back on my debit card? Could they have made two transactions, one for £300 and another for £175? It all seems a bit odd to me. I find myself thinking what happens if this cheque doesn't turn up?

DoaM

It does seem odd ... by NOT refunding to the debit card they've:

a) Probably lost out on card payment charges (which may have been refunded if they'd put your refund back on your card)

b) Possibly breached Money Laundering Regulations which state that refunds/repayments must be to the same method as payment.

Hermione_Granger

I don't think that there is anything written into legislation (money laundering regulations 2007) that prevent the retailer from providing a refund in the form of the cheque.


All the reg's require is that when accepting or paying out large payments, they have carried out due diligence checks on the customer and these can be deemed to have been done by a 3rd party if financial accounts are involved.
As the OP paid on a card then the bank concerned would have carried out the required checks and as they want to refund by way of a cheque (which I'm sure will be crossed), the refund will be totally traceable therefore allowable under the regulations.

zoob

Under CRA2015 there legally obliged to refund you by the method you paid but under there own 60 day money back guarantee what’s over and above what’s legally required they can refund you whatever was suits them

greyteam1959

They are probably using a cheque to prevent fraud by their staff.
Even so it would really annoy me doing what they have done.
Try paying for your glasses by cheque next time & see what a ballyhoo they create !!!!

London50

Repaying by cheque could also help as how many people get a new debit/credit card after doing a transaction then on returning/rejecting the item seem to have problems when the company states they can only repay to the card used in the transaction.
At least this way it is just a trip to the bank {and a short wait} to get your money back.

richardesigner

Many thanks for all your replies. Ironically after I posted this message I went downstairs and low and behold a letter from visionexpress was waiting for me on the doormat. Inside was a cheque for £475. Will now try and find a convenient time to visit my bank and pay it in.

simonbk

My bank allows me to deposit cheques up to £500 by taking a photo of it with their smartphone app. Just as well, really, as my nearest branch is about 15 miles away!