I bought 'hi float' helium balloons for DS's birthday last month... I arrived to collect them and they were not yet inflated, the girl made them up and I followed the instructions she gave me. I left the shop at 4.30pm. The next morning they were on the floor .
I sent the following complaint to the company before 8.45am the following morning:
Dear Sir/Madam,
Considering your slogan is 'Quality comes as standard', I am only further annoyed that the 'hi float' helium balloons I purchased from your shop late yesterday afternoon have not even lasted until morning. According to Hi Floats website it should last up to 25 times longer.... not in this case. This has wasted a birthday surprise.
Unless you can convince me otherwise I genuinely can't see a decent reason to either shop with you or recommend your services again, rather the opposite.
Regards
Mrs 'I can see'.
As no reply I returned to the shop and expressed my frustration. I was told as I had no receipt I had no chance of a refund or replacement. I was not given a receipt.
I finally got a reply on Wednesday (over 3 weeks later):
"There may have been a hundred reasons your balloons failed to stay afloat but I understand that you would blame the retailer first. We don't own Hi-Float but merely suggest you use it to enhance the longevity of the Balloon. After goods leave the store anything could have happened to perhaps you Pierced the balloon allowing it to slowly deflate.
Quality does come as standard at XXX - all goods purchased are of the best quality, I can confirm however that if there had been a Legitimate fault with one of our products we would have been happy to have credited you the cost or exchanged the damaged item should you have
returned to one of our stores in XXX where we have two stores with one open to 7pm 5 days a week. You failed to do this."
I responded:
I was not given a receipt and you have taken over three weeks to contact me with a passive aggressive response. My opinion of your company is now lower than ever.
Their response:
Retailers are trying to do there best to survive on the high street. and as an local based company we try harder than others to please. we are not manufacturers of product but merely a middle man passing goods from supplier to consumer. if there had been a fault with your product then why didn't you return it??? I am sure if you had purchased a sweater from M&S and there had been a problem you would have taken it back? why not a Balloon? we understand your disappointment but its not XXX's fault your helium Balloon deflated after you left our store. we don't sell deflatable balloons you know. I am sincerely sorry that you feel the way you do and I guess as a customer we just couldn't satisfy you. I do hope the next retailer you visit does a better job for you.
I responded:
I did return to the shop and I was told my lack of receipt meant they could do nothing. Sadly there are many more XXX based companies who offer better service and quality. I shall continue to give them my custom.
Their response:
"Once Again I am sorry this has happened however it is company policy that receipts need to be shown to receive a refund or credit as is the policy with most retailers. however since you have came on to us and had a good old rant that as company MD i apreciate in order to improve our service. can i ask you please print this reply and present it to the store manager who will as a gesture of good will whether you shop with us again or not supply you with £10 worth of free cards.
Please accept my sincere apologies
On behalf of XXX
FAO
Store Manager -please attach this to paperwork and send to NC at head office."
So WIBU to tell them to shove it?!?!?!
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AIBU?
To tell them to stuff their £10!!!
49 replies
ICanSeeTheSeaFromHere · 23/08/2013 21:39
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