Taking Faulty Goods back without Receipt - can they refuse to swap for same product??

Morty_007

Aphidman wrote: »

Morty, my friend bought the present with her own JL Vouchers and doesn't have the receipt. I asked them earlier about it. So, with no PoP I will go direct to the manufacturer.

always..., no need to shout !

What a shame she didn't keep the receipt. Would have made life a whole lot easier.

I have taken to giving the receiver of any gift of value, the receipt in a sealed envelope so they can return it hassle free for whatever reason should they need to. (would hate to think they kept something they hated just because it was a gift, what a waste!!) Write the item name on the envelope and then they can use it if necessary but it won't be waving the cost in their face.
Might be worth mentioning to your friend for future purchases
x

uktim29

Titch89 wrote: »

I have managed (not with JL) to exchange something without a receipt, that was paid for by cash. However, it is a long process for the cashier to go through.

You were lucky. It's important to mention there is no requirement for this and many companies may not do this at all.

Someone might read that post and assume everywhere can do this but choose not to because it takes a long time. This is not the case.

mrcow

Titch89 wrote: »

I have managed (not with JL) to exchange something without a receipt, that was paid for by cash. However, it is a long process for the cashier to go through.

I've managed many a time to replace stuff from John Lewis without a receipt - including once a bottle of perfume that was so out of date that the box design had changed! They've also given me a refund on an expensive face cream and then let me keep the product to pass on to my Mum (I didn't like the cream myself).

Their customer services is excellent and I'm just a nice person to deal with

hollydays

a) Where and who are all these staff who are paid to sit around looking at till journals all day,for customers who have lost their receipt/don't have them,when in many stores staff are down to the bare minimum?

b) Why would a store bother to do this anyway,when it's the customers responsibility?

kr15snw

When working in retail if someone brought a product back to us and said it was faulty they needed to prove it was purchased from us. This includes receipts / credit card bills. Or if they can remember the date we can see if that item was bought that day. OR if they gave us their name and address we can search by this.

Searching by barcodes is not somthing we could do in store.

lemmings999

kr15snw wrote: »

Searching by barcodes is not somthing we could do in store.

true, if you look at the barcode of an iten in one company eg comet then the same item in another eg tesco, "if they do the same item" then the barcode will be the same, the barcode wont tell anybody where it was bought from

moonrakerz

Modern stock control and sales/accounting systems store huge amounts of data.

Firstly it must be realised that there a lot of dishonest people around who repeatedly try and "fiddle" sales/refunds.

My daughter used to work in the retail trade for a well known high street retailer (and well known for their refund policy !), I was amazed by the tricks that people would try on her staff. It is not surprising that stores try and ensure that returns/refunds are genuine.

One example. A "gentleman" was demanding a refund for two expensive ready meals that he claimed to have bought in that store the previous week. He had no receipt or even packaging ("so disgusting I threw it away !"). My daughter asked him when he bought these items and how much he paid for them, he gave her a date and price, which he was "sure" about.
A quick check on the computer showed that on the day in question no one customer bought two of that item in that store and the goods were on "offer" that day so the price was different to that he claimed to have paid.
He left !

uktim29

moonrakerz wrote: »

One example. A "gentleman" was demanding a refund for two expensive ready meals that he claimed to have bought in that store the previous week. He had no receipt or even packaging ("so disgusting I threw it away !"). My daughter asked him when he bought these items and how much he paid for them, he gave her a date and price, which he was "sure" about.
A quick check on the computer showed that on the day in question no one customer bought two of that item in that store and the goods were on "offer" that day so the price was different to that he claimed to have paid.
He left !

Doesn't surprise me. I worked somewhere that had a lot of things like that. The problem is, everytime a cashier gets a return with no receipt they will be thinking in their heads, is this another case like above (or the next con artist).

ghksbhy

my daughter bought a samsung digital camera S1060 from tesco with birthday money of £70.00 on 11th June 2009, however the screen does not come on but has misplaced receipt and tesco refuse to help her in any way. tesco is the only supermarket who sold this product which now has discontinued for some reason. the only place to buy this type of camera is from samsung, so are tesco liable to repalce or get camera fixed

vyle

ghksbhy wrote: »

my daughter bought a samsung digital camera S1060 from tesco with birthday money of £70.00 on 11th June 2009, however the screen does not come on but has misplaced receipt and tesco refuse to help her in any way. tesco is the only supermarket who sold this product which now has discontinued for some reason. the only place to buy this type of camera is from samsung, so are tesco liable to repalce or get camera fixed

Long story short, no.

Just because tesco were the only place that sold them doesn't mean that you or your daughter actually paid for it. If you can't prove you paid for it, then they are within their rights to assume that you haven't paid for it.

Also, seeing as you could still get it from samsung directly, how do they know you didn't?

As for the radio return situation:

After 30 days (for most items) manufacturers refuse to refund the store for faulty items and will, instead, repair them.

However, the manufacturer WILL NOT do this without a PROOF OF PURCHASE.

Therefore, even if JL did accept the faulty radio back, it still wouldn't be replaced until it was repaired and it wouldn't be repaired without a receipt.

Some manufacturers accept electronic journal print-outs as proof of purchase, but they are few and far between, and considering how many Pure radios JL sells, without an exact date, till number and transaction value, they would never find it on the tills.

Card payments are easier to find, but gift vouchers or cash? Forget about it.