Taking goods back - What are your rights?
Discussion
My lady popped into Morrison's on the way home the other night, as I'd told her about the cheap xbox games there, and as she'd forgotten to take her phone to work she was unable to call me from the store. So she decided to pick up a few games that she thought I might like and would return the ones I didn't want 
Upon buying the games, she asked the cashier if I didn't want any of the games, could she bring them back. To which the cashier replied, yes if you hold on to the receipt.
So she went back the next day, with 2 of the 3 games. However, one of the games had had the seal broken, so it looked like it had been opened, which we hadn't done. So they refused to refund the game that had been opened, originally they had refused to refund either game. (In the meantime somebody else had brought back a DVD and my GF has seen them refund it). The 'supervisor' checked with the girl who sold the game to my GF, and she claimed that she'd not told her she could bring it back.
What rights does she have in this situation, if the item is returned back in the condition it had been sold in are we entitled to a refund after being that she could return the game at point of purchase?
It's a fairly small and trivial matter (especially as we can list it on ebay for the purchase price), but the point of principle to me is worth the argument with them
Upon buying the games, she asked the cashier if I didn't want any of the games, could she bring them back. To which the cashier replied, yes if you hold on to the receipt.
So she went back the next day, with 2 of the 3 games. However, one of the games had had the seal broken, so it looked like it had been opened, which we hadn't done. So they refused to refund the game that had been opened, originally they had refused to refund either game. (In the meantime somebody else had brought back a DVD and my GF has seen them refund it). The 'supervisor' checked with the girl who sold the game to my GF, and she claimed that she'd not told her she could bring it back.
What rights does she have in this situation, if the item is returned back in the condition it had been sold in are we entitled to a refund after being that she could return the game at point of purchase?
It's a fairly small and trivial matter (especially as we can list it on ebay for the purchase price), but the point of principle to me is worth the argument with them
They only have to refund the goods if they are faulty and/or not fit for purpose. They are not obliged to take it back just because you don't want it, this is normally a gesture of goodwill. Because of piracy most places won't tale back dvd/cds once the seal is broken. You just going to have to be more cafeful next time.
richyb said:
They only have to refund the goods if they are faulty and/or not fit for purpose. They are not obliged to take it back just because you don't want it, this is normally a gesture of goodwill. Because of piracy most places won't tale back dvd/cds once the seal is broken. You just going to have to be more cafeful next time.
But it was sold with the seal broken, which is the reason they are refusing to take it back.Fair enough, I'll make sure that she doesn't go back tomorrow to try again, I'll stick it on ebay.
It's just one of those things where the attitude of the person you are dealing with is more of an issue then getting your money back, just winds you up when you are dealt with in that way.
I (now) understand that they are acting within their rights, but good customer service goes a long way at times...
It's just one of those things where the attitude of the person you are dealing with is more of an issue then getting your money back, just winds you up when you are dealt with in that way.
I (now) understand that they are acting within their rights, but good customer service goes a long way at times...
theboyfold said:
richyb said:
They only have to refund the goods if they are faulty and/or not fit for purpose. They are not obliged to take it back just because you don't want it, this is normally a gesture of goodwill. Because of piracy most places won't tale back dvd/cds once the seal is broken. You just going to have to be more cafeful next time.
But it was sold with the seal broken, which is the reason they are refusing to take it back.As said above, you are entitled under the Sales of Goods act to a full refund if goods are 'not of merchantable quality' or 'fit for the purpose intended.'
If there is nothing wrong with the goods most reputable stores will give you a credit, but this is less likely with goods that can be pirated.
Looks like E Bay...
theboyfold said:
It's just one of those things where the attitude of the person you are dealing with is more of an issue then getting your money back, just winds you up when you are dealt with in that way.
I (now) understand that they are acting within their rights, but good customer service goes a long way at times...
I cannot agree more. Spot on. I (now) understand that they are acting within their rights, but good customer service goes a long way at times...
Glad it sold on eBay. Happy endings are good. I can understand that it will leave a bad taste in the mouth tho' - particularly the sales assistant telling your missis one thing one day and lying the next day.
I'd suggest maybe a (very) polite letter to the store manager, asking what his view is, but I know it won't get a response worth reading ("store policy is blah blah blah") so just vote with your feet.
Oli.
zcacogp said:
theboyfold said:
It's just one of those things where the attitude of the person you are dealing with is more of an issue then getting your money back, just winds you up when you are dealt with in that way.
I (now) understand that they are acting within their rights, but good customer service goes a long way at times...
I cannot agree more. Spot on. I (now) understand that they are acting within their rights, but good customer service goes a long way at times...
Glad it sold on eBay. Happy endings are good. I can understand that it will leave a bad taste in the mouth tho' - particularly the sales assistant telling your missis one thing one day and lying the next day.
I'd suggest maybe a (very) polite letter to the store manager, asking what his view is, but I know it won't get a response worth reading ("store policy is blah blah blah") so just vote with your feet.
However, the next day, and without any prompting from her side the garage called back and said they have spoken to Honda UK and will do it FOC, bear in mind it's an 2002 car with 68k on it! Car was booked in for the next week, loan car was handed over and her own car was back a day later, cleaned and with more sweets. So she's now smitten with that garage and will always head back there for anything to do with the car.
It's just makes so much difference when somebody takes a little time and care over a customer how much of a positive effect it can have on them.
theboyfold said:
It's just makes so much difference when somebody takes a little time and care over a customer how much of a positive effect it can have on them.
And what is the outcome of that positive effect? Repeat, loyal, and long-lasting business. That dealer your wife took her car to needs to be praised on here, as such good customer service needs to be (and should be) rewarded with recommendations, praise to the heavens and lots of both repeat business from you and new customer enquiries from people you recommend them to. They will make up any money that bit of good service cost many times over. And Morrisons? As I said, vote with your feet. If you reckon that (around) 25-33% of what you pay for your shopping in a supermarket is profit for them, and the item in question cost £25 (?), every £75 you spend somewhere else is costing them as much as they declined to offer your missis in good customer service. Make sure that you do take your business elsewhere.
If everyone who experienced poor customer service did this, poor customer service would stop instantly. Customers are treated badly because they put up with it, and the stores know this.
Oli.
zcacogp said:
theboyfold said:
It's just makes so much difference when somebody takes a little time and care over a customer how much of a positive effect it can have on them.
And what is the outcome of that positive effect? Repeat, loyal, and long-lasting business. That dealer your wife took her car to needs to be praised on here, as such good customer service needs to be (and should be) rewarded with recommendations, praise to the heavens and lots of both repeat business from you and new customer enquiries from people you recommend them to. They will make up any money that bit of good service cost many times over. - cough* Girlfriend...
I know the matter has been done and dusted, however thought I'd add my take on it.
Whilst a store doesn't legally have to take unwanted returns, most will have a returns policy. Therefore this becomes part of the sales contract in addition to your statutory rights. Therefore the refund can't be refused on these grounds, only if the games aren't of a saleable condition upon return.
However on that point, many places will break the seals on games. This is so they can remove the game disk and manual, store them behind the counter and put the case on display. I know Gamestation, HMV on occaison and Game all use this system. Therefore it would have been easy enough to find another game in the supermarket with a broken seal to demonstrate your point.
Whilst a store doesn't legally have to take unwanted returns, most will have a returns policy. Therefore this becomes part of the sales contract in addition to your statutory rights. Therefore the refund can't be refused on these grounds, only if the games aren't of a saleable condition upon return.
However on that point, many places will break the seals on games. This is so they can remove the game disk and manual, store them behind the counter and put the case on display. I know Gamestation, HMV on occaison and Game all use this system. Therefore it would have been easy enough to find another game in the supermarket with a broken seal to demonstrate your point.
Frederick said:
why do people associate good customer service with freebies, flagrant disregard for store policy and generally getting as much for free or reduced cost as possible. The retaillers shouldn't have to be slated with the "poor" customer service tag for following procedure...
How would you define good customer service? Doing just enough to enable you to go through the store and buy goods? Or in the case of my OH up holding store policy, which entails, telling her one thing, then refusing to admit that they had told her that? Then accusing her of telling lies?
Or is good customer service something that doesn't effect the bottom line in a negative sense, a loss leader in the case of Honda (although Honda UK will pick up the service centres bill I'm sure) Making that extra effort has all but secured a future customer, who is happy to pay for a service that she knows she'll be happy with.
Edited by theboyfold on Thursday 11th September 13:55
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