Credit refund can only be used instore not online

datmjd

Hi - so I bought a few bits for bathroom from B and Q which was paid for via my phone. 

After finding some of the products weren’t right I took them back. Since I was going to buy different items instead and don’t have my phone on me I accepted a credit note of the refund amount. 

I grabbed some new items after being advised by one of the team they would work and used the credit note to buy the bits - but then had to return them again after they weren’t the right size. 

We ended up grabbing the stuff off amazon instead and we’re left with a £50 credit note.

Now we have found some other bits B and Q sell online but not instore which the store say they can’t purchase and pay for using the credit note. Instead I have been told I need to pay using card etc  even though the staff said I could use the credit online originally. 

What are the best routes to go down to get this refunded or rectified?? The manager and staff have been a complete waste of time. 

Thanks!

diystarter7

What did B&Q CS say?
Thanks

eskbanker

datmjd said:

Now we have found some other bits B and Q sell online but not instore which the store say they can’t purchase and pay for using the credit note. Instead I have been told I need to pay using card etc  even though the staff said I could use the credit online originally.

If you effectively received two separate credit notes, one for the original online purchase and then one for the later instore purchase, these could potentially have different terms, i.e. if you were told the first could be used online, that doesn't necessarily signify that the second could be?  Does the credit note (that you now have) include terms of use, or a link to these?

sheramber

As your return is a change of mind- not due to a  fault- then the store terms apply.

There is no right to return excess items, it is a goodwill gesture by the store, on their terms,

If these terms state a credit note then that is what you get.

Aylesbury_Duck

datmjd said:

What are the best routes to go down to get this refunded or rectified?? The manager and staff have been a complete waste of time. 

Charm, diplomacy and tact, because you have no entitlement to a refund or rectification.

Although from your second sentence, that horse may have bolted.

Alderbank

To be fair, B&Q refund change-of-mind to the original method of payment if possible so if you had paid by cash or you had your phone or bank card with you that is what they would have done. If they can't do that they give a credit note. This is above your statutory rights so it's their rules, as sheramber says.

Take care with the credit note and treat it like cash. If you lose it and someone finds it it's finders keepers. If the barcode is illegible they will not process it. It will have an expiry date and cannot be used after that date.

If you don't need it you might be able to sell it to friend or family member. Anybody can redeem it.