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B&Q are losing the plot !!

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  • The law does not ask that you keep a receipt or the box it came in to return faulty goods. What it asks is that you have 'reasonable proof of purchase', which can be by a number of methods such as those mentioned already. In this case, there was nothing actually wrong with the paint, the OP simply wanted to return it. B&Q have stated in their terms that this can be done within 28 days from purchase with the sales invoice (receipt). As the OP did not have this, there was no right of return.
    Seems a bit petty alright, but the terms are there for a reason.
  • I can see what people mean about having a receipt but it was just annoying that the people behind the desk could not even agree on the policy !!
    They should take a leaf out of ASDA return policy where they will take nearly anything back (give you gift voucher without receipt) except Music and Vid. for obvious reasons.
  • I have returned lots of stuff at B&Q.

    I nearly aleays have the receipt and In most stores if I have the receipt, I get a proper refund to my credit card but if I don't have a receipt they give me B&Q vouchers to the value of the current price on their system for the item.

    In one store however (Cardiff Supercentre) they would only give a credit note which had to be used immediately in the same store - which wasn't much use.

    Three things to watch out for when returning items without a receipt:

    1) The prices they scan are sometimes too low. Now you may expect this if the items are reduced in store compared to when you bought them, but on one occasion at a B&Q Warehouse I found that items I was returning were scanning at lower prices than the same items on the shelf (I had just been round and written the prices down). Presumably their system is going by the lowest sale price even if that price is no longer in force? Eitehr that or it was a glitch. In any case I didn't want the items so I accepted the slightly lower prices just to be shot of them.

    2) Some items are still priced higher in Supercentres than in Warehouses eg. MK Intellisense light switches. So if you buy them at Supercentres but return them at Warehouses without a receipt, you will lose out. Presumably the converse may happen if you buy at a Warehouse and return at a Supercentre unless scanning for returns always gives the lowest possible price..

    3) You don't get an itemised receipt for refunds - it just has the total refund price. This is another reason for thoroughly checking the prices. I was caught out by this when I checked each individual price as items were scanned but did not notice that the guy had not always multiplied the price by the number of items. It could also be a problem even when you return items with a receipt (if you are not returning everything on the receipt which would be easy to check).

    The motto is always watch them carefully to make sure you get the amount you are expecting.
  • Wig
    Wig Posts: 14,139 Forumite
    yeah I seem to recall my credit slip was to use immediately, it didn't bother me because there was something I had gone to get and I had taken my return item along with me.

    There was one occasion, I bought a pressure washer from warehouse, about two weeks later, I noticed a significant price reduction in store. A bit miffed I phoned up and said can I have a refund of the difference, I think he said because it beyond 10 days you can't. So I said ok then I'll return the whole thing for a full refund and then buy it again at the new price. ....stunned silence the other end then "it will have to be unopened" "no problem" says I. I had opened it but I hadn't used it so I repacked it neat, and a new bit of sellotape, and off I went. Refund, then took the same box round to the till to buy again :rotfl:
  • Hi
    You certainly showed them.
    I see on news reports they are closing down some stores - not surprising if they treat customers like dirt. Perhaps they treat staff poorly as well, my local store always advertises for staff, unlike similar stores.
  • Fifer
    Fifer Posts: 59,413 Forumite
    10,000 Posts Combo Breaker
    It's quite common for High Street stores not to take back own brand goods without receipts as shoplifters would be able to return nicked items for cash otherwaise. Perhaps this branch has a problem?
    There's love in this world for everyone. Every rascal and son of a gun.
    It's for the many and not the few. Be sure it's out there looking for you.
    In every town, in every state. In every house and every gate.
    Wth every precious smile you make. And every act of kindness.
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  • Wig wrote:
    So I said ok then I'll return the whole thing for a full refund and then buy it again at the new price. ....stunned silence the other end then "it will have to be unopened" "no problem" says I. I had opened it but I hadn't used it so I repacked it neat, and a new bit of sellotape, and off I went. Refund, then took the same box round to the till to buy again :rotfl:

    Could have saved yourself the sellotape & the faff carting it back to B&Q Wig, go buy a new one at the new price and get a refund at the old price using your old receipt :D
    There are 10 types of people in the world, those that understand binary and those that don't

    In many cases it helps if you say where you are - someone with local knowledge might be able to give local specifics rather than general advice
  • take the paint back with the receipt.
    you will get a refund. I think so, but I could be wrong.
  • STILL no contact from head office - perhaps it was all customer service staff they got rid off in recent job axeing. LOL
  • daveboy
    daveboy Posts: 1,400 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I firmly believe no retailer should offer the ability to return/refund without a receipt.

    There was a programme on Channel 4 recently about shoplifters, and how they can sell goods on at car boot sales, where the people that sold them on were telling customers just to take it back to the shop and ask for either a refund, another size etc.

    I don't have a problem when someone buys something, wants to take it back in the original condition with a receipt. Retailers won't have a problem with that.

    What I do have a problem with is people, like the OP, thinking they are being hard done to.

    You haven't got the receipt, B&Q are well within their rights.

    Keep the receipt next time, and stop moaning.
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