Saturday, 8 January 2011

Know your rights

After reading blog posts by Lou and Alison yesterday on their recent experience of internet shopping and poor customer service I too want to get something off my chest that has been really annoying me recently.

I was in my local New Look at lunchtime today queuing to buy a necklace.  I heard the assistant tell the girl being served that New Look have recently changed their terms and conditions and that the sale item she was buying is no longer eligible for a refund only an exchange.  The girl then mentioned that she had some items at home that she ordered online and would she be able to get a refund as they were in the sale too, the sales assistant replied that no she would only be able to exchange them... I piped up at this point.  I'm one of those people, can't help it.

What the sales assistant was telling her is actually against the legally binding Distance Selling Regulations 2000 which form part of our statutory rights.  By law if you buy an item online (with a few exclusions) you have seven working days to return the item for a full refund including the original delivery charge.  Next were caught out by a BBC investigation last year and as a result changed their returns policy.

I have had this battle many times and it's starting to really bug me.  It's the principle of it that annoys me most, it's not my fault high street stores do not train their staff, even their managers properly.  I haven't had any problems in New Look myself and Topshop are always ace with in-store returns but do not get me started on my local Miss Selfridge or River Island.  They must actually groan when they see me approach the till for a refund.  And just to top it off both stores have really rude management.  Argh!! 

My worst experience so far was at Warehouse in Birmingham where I actually got my iPad out and downloaded the regulations for them to see and didn't leave until I had received the refund I was legally entitled to.  I know it's only £5 but it's my £5 and I want it back!

7 comments:

  1. This is a great post Sarah. I too have had so many problems with River Island and other high street stores being uninformed about their own returns processes. xx

    ReplyDelete
  2. Great post, have you submitted it for links a la mode? you should, very informative!
    I worked in retail for many years, mainly Topshop and we had training specific to returns and the laws and regulations governing them but other stores I have worked in have neglectied to inform their staff of these regulations. I'm going to tweet a link to this post if that's ok? I think a lot of people would like to hear about this
    x

    ReplyDelete
  3. Ok, so it is against regulation that new look only offer exchanges on sale goods but even if it wasn't the girl should still have been allowed to return her goods because either their new policy hadn't started when she purchased them or she wasn't informed before she purchased them. The sad thing is that when she does go back to get a refund they probably won't allow it! It's completely ridiculous that High Street stores try to put these silly policies in place... ok, it gets rid of a lot of sale stock, but what difference does it really make? I actually just have the general opinion that New Look are rubbish at training... they are always offering 20% off or £10 off or whatever, and I'm not joking when I say that every single time I've got a discount and then gone in to get a refund they've given me more back that what they should of because they've not taken the 20% into account. Their admin must be absolutely shocking!

    I have been in a river island store once when there was a customer wanting to return a few goods but she'd lost her reciept so she asked the manager to look through her tills rolls for it because it was basically a lot of money and she didn't want to exchange them. I have been in that position before and if a customer is gonna kick up a fuss about it, you just do it. It's basically management discretion but the manager and the customer were having a full blown argument in the middle of the shop because the manager was insisting that she "didn't have the time to be looking through till rolls". Totally ridiculous and awkward for other customers and staff. I kinda think that if you are a good manager then you do actually CARE about your store... you see it as your store, your stock, your customers... and you kinda treat like it's your business, otherwise, don't be a manager!

    My mum also had a problem recently with a birthday present she recieved. It was actually broken so she went to the store, explained the situation and noticed that they had rather a lot of broken ones on the shelf (it was an ornament), so there was basically proof right their that they were selling them faulty! The guy she spoke to said she could bring it back and have an exchange and then some girl marched up and said she couldn't have an exchange because she didn't have a reciept. It's a fact that it's your right to exchange something that is faulty. Anyway, a letter was written to their head office and the girl is now under investigation and another ornament is being kept aside for my mum. It's just so stupid that it got to that point because of incompetence on their part.

    Anywaysssss, I could rant on about this forever! I'm pretty sure I wouldn't care so much if I didn't work in retail but there you go.

    ReplyDelete
  4. I joined a bloggers network called Independent Fashion Bloggers http://heartifb.com/ you can submit your best posts to be part of a weekly best of round up called links a la mode. It's a pretty good site with lots of tips about writing a blog :)
    xx

    ReplyDelete
  5. This is a great post, I loved reading it. Really informative!
    xx

    Henar
    www.ohmyvogue.com

    ReplyDelete
  6. http://heartifb.com/members/mod/groups/topicposts.php?topic=609749&group_guid=34

    Here is the link, sorry it took a while!
    It tells you everything you need to do on there, hope your entry gets picked :)
    x

    ReplyDelete
  7. Glad to hear it's not just me who has these kind of rants!Good on you though for piping up!

    ReplyDelete

I love comments, thank you for making me smile xx

Related Posts Plugin for WordPress, Blogger...