Any advice please

Greenhamandeggs123

Hello. I’ve recently become a grandma and of course have enjoyed helping my daughter buy things for the baby.
Have spent loads at Smyths and early in May bought a buggy for quick trips. Took it home my daughter wasnt keen so took it back and had a refund. A week later we purchased a slightly better buggy (again Smyths)
Last week we went instore (local to me) as we were after a little seat for the baby. We picked a Fisher Price item. My daughter told me that when it was unboxed at home it was huge and not at all what was expected. No items on display in shop all were still boxed. No measurement’s listed on box. 

I then bought a different brand (from Boots) as i assumed i could get a refund as tags/still attached and not even put together for the Smyths one

Went back to store today and was told there was no refund on ‘nursery items’
I was gobsmacked! I explained that the buggy was refunded with no issue, I was not told by the cashier. There were no open boxes or seats on display. There was no staff at that section, no signs etc.
Manager came and again said bluntly ‘no refund on nursery items’
Im so upset I dont know what to do. Ive gone on the smyths website and the little chair in question isnt even listed under their nursery section
The manager said it says ‘no returns’ on the back of the receipt… but the receipt is given after purchase and not before so i had no way of knowing
I would really appreciate any help as the little seat is £45 and as I was expecting a refund I had already purchased the smaller one. 

Money is tight anyway but of course I want to help my daughter but this has really upset me. Ive brought up 3 children single handed and its my only my income. The money really is important. Any advice please? 

Thanks you so much Im so upset tonight

elsien

You have no right to refund for an item bought in store, unless it’s faulty. Any change of mind purchase, which is what yours is, is completely down to store policy and goodwill.
Your only other option might be to see if you can sell it on to someone else. Or try another Smyth’s store to see if you get a different answer.
It’s always best to ask before buying. If you think there’s a possibility, you may want to return an item because you’ve changed your mind. 

Greenhamandeggs123

thank you for your reply. I am in disbelief though as the buggy was refunded with no issue. It states on the receipt that I have 28 days to exchange/refund (which it was) 
Its written on the back of the receipt. Can you see my point that when you buy a box and cant see a product Im not the kind to open in store and there was none on display so was buying blind? The item is not listed under a nursery item
I was not told ‘no refunds’ when I paid and only had the refund after I paid. If I were to have been told no refunds I wouldnt have taken the chance in the first place
Is this unfair? 

elsien

Always assume that no refunds is the default position for instore purchases. Anything more is a bonus. 

However, if it does say about 28 days returns on the receipt, it may be worth seeing if you can escalate it higher up within the organisation. Their website does say no refunds for nursery items though and as yours was bought for a baby then that probably puts it firmly in nursery territory. 

Aylesbury_Duck

Greenhamandeggs123 said:

thank you for your reply. I am in disbelief though as the buggy was refunded with no issue. It states on the receipt that I have 28 days to exchange/refund (which it was) 
Its written on the back of the receipt. Can you see my point that when you buy a box and cant see a product Im not the kind to open in store and there was none on display so was buying blind? The item is not listed under a nursery item
I was not told ‘no refunds’ when I paid and only had the refund after I paid. If I were to have been told no refunds I wouldnt have taken the chance in the first place
Is this unfair? 

The receipt for the seat had this on it?  Does it reference a policy elsewhere?  Does that policy include reference to the nursery item exclusion?  

If the policy excludes nursery items, then as elsien says, you are out of luck. If the possibility of a change of mind return is important, it's up to the customer to check the in-store returns policy before purchase, the retailer isn't obliged to tell you verbally before you pay.

You could see if they'd be willing to take it back and issue store credit instead, although if the reason for the exclusion is hygiene-related, they may not entertain that.  Not many customers would be happy buying a 'new' baby seat that might have been used before.

Alderbank

I don't think you will get a different answer from another shop.

Smyths T&Cs say:

Unwanted Items
We are happy to exchange or refund items if returned to a store within 28 days of purchase, provided the goods are unused, unopened, in original packaging with all materials, manuals, and accessories intact and accompanied by a valid Smyths Toys receipt. Please note, this excludes Software and Nursery Returns

Peppa537

Seems a bit ridiculous to me that they won't allow a return or refund for this item. I know their website states no to this for nursery items but surely they mean mattresses, bedding and other items that may have been tried first not for something like this. They will probably say it's for health and safety reasons but then why accept returns for toys, bikes etc? 

Peppa537

Also you would expect to be told by the staff member on the till when buying it that no returns are available for this item. This is what usually happens when I've bought things, then you know in advance whether it's worth the risk. Perhaps email Smyths and point this out to them. Who looks on the back of a receipt anyway and also by then you've already bought the item. 

the_lunatic_is_in_my_head

Usually stores have a sign somewhere detailing their return/exchange policy if not then what's on the back of the receipt would be their policy (I don't think it matters what is on the website as you wouldn't be expected to access that info when buying in store). 

If there's a sign which doesn't mention nursery items or the receipt doesn't then it's worth pointing that out and possibly complaining to head office depending upon how much effort you want to go to.  

cannugec5

Interesting interpretation of the word ‘nursery’. 

Personally I would consider it to be the infants bedroom. I would not expect a chair to be used in a bedroom so would not consider it a nursery item. 

Peppa537

cannugec5 said:

Interesting interpretation of the word ‘nursery’. 

Personally I would consider it to be the infants bedroom. I would not expect a chair to be used in a bedroom so would not consider it a nursery item. 

I completely agree, @Greenhamandeggs123 should email/write to Smyths head office explaining all of this.