The Great 'best and worst shop returns policies' ...

[MSE Debs]

The Great 'best and worst shop returns policies' Hunt

If it isn't faulty, legally you have no right to return goods. While many stores' returns policies go above and beyond this, some won't budge an inch. So we want to use MoneySavers' collective wisdom to find the best and worst policies.

More help: Consumer Rights guide.

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[gizfizz]

Not a physical shop, but Avon gives a 90 day guarantee. So you can return your purchase even if you've tried it - not many shops give you that long!

[clairmelville]

Schuh (think I spelt it correctly) give a 365 day return. Took some boots back recently just said I changed my mind and they gave me my money back once they looked at the bottom of the shoes to see I'd not worn them outside.

[Governor]

Lots of shops always want to put the goods receipt in the bag with the goods. This means that there's a good chance you'll ditch the receipt along with the carrier bag. ALWAYS insist on putting the receipt in your purse / wallet so that you have it safely should you need to return the goods. It's even worth having an old shoe box at home to shove receipts in - no filing skills required!

[allotment51]

Lakeland

Best shop EVER for goods and customer service. Never a question regarding returns - which because of the excellent quality of the goods is very rare.

[N.I.M]

B&Q, you must have the receipt, no matter what. Staff member got quite agressive when I suggested an alternative proof of purchase, which I found odd given it was a B&Q own brand item.

[linda1955]

Comet online will not even refund/replace an item that is faulty. I bought a freezer which frosted up within hours of switching on. I reported the fault within a week but Comet simply referred me to the manufacturer, stating that they 'do not have the contracts to deal with faulty items' (whatever that means!). They would not budge, despite me quoting the Sale of Goods Act at them. The call centre advisors would not put me through to a manager and the managers never returned my calls. I also sent numerous emails which went unanswered. In desperation I eventually contacted the manufacturer to arrange a repair (for which I had to take a day off work unpaid). As I expected, the 'repair' made no difference. I informed the manufacturer and they persuaded Comet to send a replacement freezer. The replacement is fine, but it took me 3 months to get it! I am astounded that Comet treats their customers with such contempt.

[HappySad]

Originally Posted by linda1955

Comet online will not even refund/replace an item that is faulty. I bought a freezer which frosted up within hours of switching on. I reported the fault within a week but Comet simply referred me to the manufacturer, stating that they 'do not have the contracts to deal with faulty items' (whatever that means!). They would not budge, despite me quoting the Sale of Goods Act at them. The call centre advisors would not put me through to a manager and the managers never returned my calls. I also sent numerous emails which went unanswered. In desperation I eventually contacted the manufacturer to arrange a repair (for which I had to take a day off work unpaid). As I expected, the 'repair' made no difference. I informed the manufacturer and they persuaded Comet to send a replacement freezer. The replacement is fine, but it took me 3 months to get it! I am astounded that Comet treats their customers with such contempt.

I had a bad experience with Comet nearly 20 years ago and never shopped there since. What is the point of shopping there if you cannot return a poor designed or faulty product. 4 me it was a telephone that no one could hear ring loud enough. It was so quite. Comet said it was not faulty so could not return it. I have since then made all purchases with Argos as returns are so easy. Don't return much but I feel recurred to buy there due to their great returns policy.

[dcnc]

Icm76 is correct. The major reason most stores need a receipt is to prove that the goods are actually yours. At this time of year there are people out in the streets in city centres and in shopping centres who target people leaving their shopping on the floor in stores and restaurants etc. They try and distract you so they take your shopping. They then immediately try and return the goods. As a high level retail worker i have seen this numerous times. Do keep your receipt in your wallet / purse and not in the bag!!.

[working]

Originally Posted by dcnc

Icm76 is correct. The major reason most stores need a receipt is to prove that the goods are actually yours. At this time of year there are people out in the streets in city centres and in shopping centres who target people leaving their shopping on the floor in stores and restaurants etc. They try and distract you so they take your shopping. They then immediately try and return the goods. As a high level retail worker i have seen this numerous times. Do keep your receipt in your wallet / purse and not in the bag!!.

Not the mention the shoplifted items they then take back for a cash refund!

[xadoc]

Originally Posted by N.I.M

B&Q, you must have the receipt, no matter what. Staff member got quite agressive when I suggested an alternative proof of purchase, which I found odd given it was a B&Q own brand item.

Same problem with IKEA. I received a gift for my baby. When I got it out of the packet it had a mark on it. Because I didn't have the receipt (it was a GIFT!!! I had explained this! I even had the 6 week old baby with me!!) despite clearly being an IKEA product, they refused to do anything about it. I spoke to 4 members of staff and a manager at Wednesbury. They were immovable on it. Said I could have bought it off of eBay.

Needless to say I returned to my husband who'd been walking around the store with our daughter and we left the trolley of intended purchases there and then. Apparently I can get their stuff on eBay, so I will from now on, eBay has a better returns policy!

[Super Consumer]

Originally Posted by N.I.M

B&Q, you must have the receipt, no matter what. Staff member got quite agressive when I suggested an alternative proof of purchase, which I found odd given it was a B&Q own brand item.

Although it's their product how do they know you bought it there? Sadly too many people try to return E-bay or car boot items or at worse items they've just shop lifted, spoiling it for the honest many. I don't work for B&Q but have experienced this first hand.

[matty_art]

Sports Direct is atrocious. I changed to return a shirt which had a mark which I didn't notice when purchasing 2 days previously, and they firstly denied it was marked, when I insisted on them comparing with a another in the shelf to prove it marked, they then accused me of marking it myself deliberately, and to add insult to injury, accused me in front of other customers of lying and of having worn it (not that it should even matter) because "smelt like it had been worn" (I had worn it to try it on only).

The whole incident was quite upsetting, and a letter of complaint to Head Office got a muted response; I eventually managed to resolve in another store but I have avoided them like the plague ever since, as they may be cheap but they have a total disregard for their customers; they will try as hard as possible to avoid their statutory duties let alone accepting any return, which is totally against policy.

[stewb]

Originally Posted by matty_art

Sports Direct is atrocious. I changed to return a shirt which had a mark which I didn't notice when purchasing 2 days previously, and they firstly denied it was marked, when I insisted on them comparing with a another in the shelf to prove it marked, they then accused me of marking it myself deliberately, and to add insult to injury, accused me in front of other customers of lying and of having worn it (not that it should even matter) because "smelt like it had been worn" (I had worn it to try it on only).

The whole incident was quite upsetting, and a letter of complaint to Head Office got a muted response; I eventually managed to resolve in another store but I have avoided them like the plague ever since, as they may be cheap but they have a total disregard for their customers; they will try as hard as possible to avoid their statutory duties let alone accepting any return, which is totally against policy.

I had a similar experience wanting a refund on apair of jeans that were clearly not the size the label stated. It got quite heated and eventually I had to settle for a credit. The manager claimed it was head office policy not to give refunds. I pointed out this was against the law and would go to trading standards, but he wasn't bothered. Seemed more in fear of head office. Can anyone from SD confirm this?

[PVFC22]

I totally agree with the shabby opinion that Sports Direct customer service deserves. In this age where every decent firm emphasises 'great customer service' SD seem to great at either accusing their customers of lying or theft! Mike Ashley should take note and put himself and his retail team on a modern 21st.century, customer service course.

[christmas bells]

I rarely shop in Morrisons any more since buying a goats cheese with gelatine in. I took the cheese straight back but they refused to exchange or refund. I explained very politely that I'm vegetarian and she repeated that it isn't their policy to have chilled returns. I could have been longer in one of their queues than the time it took me to get home and come back!

[Bluedilemma]

John Lewis don't have a time limit on refunds and with a receipt items can be returned at any time. Without a receipt items can still be returned at the decision of the sales assistant and gift vouchers for the current value will be offered. Having worked at John Lewis I know that pretty much anything can be returned, and if the sales assistant isn't allowing a return and you believe you should be able to return ask for a manger and the odds are you will ge what you want.

[rojanich]

I'll second the votes for Lakeland and Avon. Also, Lakeland's staff seem to be a cut above the rest; knowledgeable, friendly and efficient.

[Patr100]

On the High St, I've found Argos fine for quick returns or change of mind though some items are of course excluded.

I remember returning a chopping board to Selfridges which clearly was not fit for purpose (having already spoken to the manufacturers) and the assistant eventually reluctantly exchanging it as a so called "good will" gesture.
Erm... Sale of Goods Act ain't based on good will and the whim of an assistant..

[Arthog]

I've found Figleaves and Land's End to be excellent in dealing with returns. Land's End offer a lifetime guarantee on their clothes, and will even refurbish an old, favourite item!

Has anyone got a word for a situation I sometimes find myself in - when it would cost more to return the item than it cost? (Come on Martin, you love new words!)
It applied to a 7Kg bag of potatoes I bought from T___o recently. The quality was truly terrible but the store is 6 miles away.