Matalan returns

hyperhailz

I have an issue with Matalan.

I bought several items (full price) from Matalan when I first started my Christmas shopping (end Nov). I don't normally start that early so when I was at the till I checked with the sales assitant that I could bring them back in the New Year if they didn't fit, to which she said 'as long as you keep your receipt', which I did.

However, when I have just attempted to take one of the items back (it has not been worn, still has the tags and I took the receipt with me), they say they can only give me half of my money back, because it was reduced by 50% in the sale and the time for taking Christmas presents back has now expired. This really bugged me because 1 - I was never told about this at the time otherwise I wouldn't have bought it and 2 - I have the receipt to proove how much I paid.

Are they right to say I can only receive 50% of my money back? It's so annoying, I won't be buying presents from there again.

SaraSeahorse

what does it say on the back of your matalan receipt? does it mention a time limit or anything about sales?

It sounds like the assistant who served you may have been offering you something over and above normal refund policy as a lot of shops are 28 days . . . many shops do only offer a refund of sale price if items are reduced with no proof of purchase but are often more generous if you do have the receipt.

SaraSeahorse

I foudn a receipt . . .

we are happy to exchange or refund goods within 28 days of purchase . . . . over 28days

goods must be returned with your receipt and be in the condition they were purchased . . . yes as new tagged and with receipt

without a receipt we will exchange or refund in vouchers at the last known selling price . . . . you have a receipt but you have exceeded 28 days

exceptions apply please see in store for details . . . this may be certain products such as ones with hygiene issues, dvds, cd roms, etc I suspect



because you were only verbally offered the extension and do not have this authorised on your receipt I suspect this is why you are being offered the 'last known selling price' as they don't have to offer you anything at all unless you can prove the assistant told you that you can hold onto longer than 28 days

dawnydee73

It would of been if the sales assistant had given you a date to bring them back by, its a goodwill gesture to refund you, and good customer service but they don't have to

Fibabe

Hyperhaliz, what store was this in please? I am a manager for Matalan and I am disappointed that you have received this service. The sales assistant is incorrect and you can get a refund up until 31st January for Christmas presents. Return the item to the store with your receipt and if the assistant won't give you a refund, then ask to speak to the duty manager.

hyperhailz

I do understand the 28 days rule, but most shops seem to have extended this for Christmas, and that is why I asked in Matalan.

Fibabe - I have pm'd you, thanks.

Sooler

hyperhailz wrote: »

However, when I have just attempted to take one of the items back (it has not been worn, still has the tags and I took the receipt with me), they say they can only give me half of my money back, because it was reduced by 50% in the sale

Other shops will only refund the current price if you don't have the receipt

hyperhailz

Just in case anyone else gets themself in a similar situation, here is what Matalan sent back to me:

Please accept my apologies for any inconvenience/disappointment you
were caused regarding this matter. I am unsure as to why you were refused
a full refund for the Shirt as our refund/exchange Christmas policy
which started on 1st October 2007 entitled all customers to return any
unwanted Christmas gifts up until the 31st January 2008, therefore you
should have received a full refund.

If you would be so kind as to forward your address details I will send
you a £5.00 gift voucher to cover the monies owed.

At last, someone at Matalan who seems to know what they are talking about!!