Worst shops for giving refunds(34 Posts)
Just curious to get a few opinions on which shops have the worst attitude about doing returns.
I was in a shop the other day and it was made very clear that the SA was annoyed that I was returning a top that I'd changed my mind about. Now I don't often change my mind once I've spent the cash, but it would be nice to know I can do it without facing a silent annoyance, especially if the return policy allows it. This isn't even the first time I've had problems in this shop. It's becoming increasingly common and it does affect where I spend my money.
For me the worst shops are House of Fraser (see above), Zara and Selfridges. In fact, the entire shopping experience at HOF is pretty crap these days. You cannot get through the beauty department without being accosted by women asking shoppers to try their hand treatments. The SA's are miserable and and it's just a depressing place to shop.
Pair of shoes split after a few weeks and they ref used to take them back for swop or refund.
I have had issues with Zara. If you take back something you bought with a credit card they make you produce the credit card receipt as well as the till receipt to get a refund. Ridiculous. AND the staff are unbelievably rude.
I was once refused a refund in Zara Westfield because the stitching on the label inside the shirt was wonky! They basically accused me of removing the label and restitching it in! I had just bought it 2 days before and the tags were on. I was so shocked I didn't know what to say but I took it to my local Zara and they returned it without a fuss.
Revolting customer service.
Another independent store moan Gear for girls. Returned a coat I bought over winter and decided I didn't like the fit. Returned it and they refused on the basis that there were no tags attached so sent it back to me although i queried not removing them myself. Having accepted that I would have to keep the coat, tried it on and found the tags still attached, just tucked in the pocket! Am still in contention with them as I don't feel I ought to pay to return the coat a second time as it was not my fault they missed the tags. Could not believe his rude the SA was to me when it was blatantly not my fault! Argh!
I'm a serial returner (combination of not having enough time to try things on in shops and being indecisive) and I think that the majority of shops are getting better at accepting returns, some even have notices up now saying something along the lines of "take it home and try it on, if you don't like it etc" I suspect some analysis done somewhere has shown that people are more likely to buy if they know they can return which sums up my approach to clothes buying
H&M are always fine in store but take about a month to process online refunds, COS are the same (same company).
I rarely buy anything from Reiss because of their no refunds policy and rubbish changing rooms. The changing rooms in my local Reiss are so dark and tiny that there's no way you can get a proper look at what you're trying on and their stuff is too pricey to be left with a credit note you might not want to spend. My local John Lewis stocks Reiss though so I tend to buy from there instead as you get the JL returns policy (the best IME). All Saints are the same but they have a concession in my local Harvey Nichols so again I buy from there if there's something I want.
I find Whistles generally fine for refunds except for one of the SA in my local one, she quizzes you about why you're returning the item and generally makes you feel bad about taking anything back. I once bought about five things from there and returned one, she could clearly see from the reciept that I'd bought quite a few things but still acted as if I was doing something wrong. I have been known now to walk past the shop to check if she's working when I've got a return and if she is there I'll go back another day
Reiss - why do they only offer credit notes?
Habitat are terrible. They sent me a rug which was obviously ex-display - one half was very badly faded, it was also dirty. It took numerous phone calls (to a very unhelpful / rude assistant who seemed to think that the sun in Cardiff in December had faded it in 1 day! ) a letter to Head Office and photographs before they agreed to a refund. No apology whatsoever.
Jaeger were terrible. I bought a dress from there and on one wear it looked tatty and had pilled in lots of places. I took it back and got a huge amount of grief about how I must have hot washed it (I hadn't washed it at all, even though it was machine washable) and rubbed it against velcro or worn it for inappropriate work (whatever that would be). I had to wait a week while they decided whether to refund me and in the end they only allowed me to exchange. Really disgusted at their attitude, particularly as I was in there all the time, had a customer loyalty card which showed that.
I like Benetton but am wary unless I absolutely 100% know I love something as they only offer exchange or credit note.
Local Topshop store awful... They once tried telling me they didn't do refunds for online purchases in store. I made them read their own despatch note out loud and offered to call their customer care line ;-)
White Stuff annoy me that you can't return online purchases through store.
Not a clothes shop but mothercare. Lady actually said to me "I don't think we even sell that here" like I was trying to return something from another shop...
Some SAs make me laugh. There's nothing at all wrong with a career in retail, obviously, but it is a problem when they act superior to their customers. Success is dependant upon appealing to many different shapes and sizes...and incomes!
Hilarious that a male manager sees no reason for maternity wear! Some women just do pregnancy really well and he's so lucky to have one of them working for him. Wonder if he would fire her if she crept up to an XL!
Uggs (direct) had a pair of boots in feb in April a hole had appeared in the toe - queried it with them ( my last pair had lasted over 2 years with almost daily wear) and was told tough it's how I walk !!
Always think Zara SA act like supermodels that didn't make it. I once complained about their lack of and pathetic range of maternity wear there - a minuscule rail. They would have been better not having any at all. The rather haughty and camp manager told me that they had a pregnant member of staff at the moment, and that they were able to fit in the L size of their regular range and that actually, he didn't see the need for a maternity range. Clearly said member of staff must have been a beanpole with a pea sized bump. I was hardly gargantuan, but it made me feel shit.
Superdry. They state that they only do exchanges or credit notes, not refunds. I had tried on a pair of skinny jeans there, and they were perfect, nice and tight like I wanted. So bought 3 pairs in diff colours. Wore a pair the next day and after 2-3 hours, they were as baggy as anything around the crotch and tops of thighs.
Back to Superdry. Stated why had happened and got a SA who tried to tell me that "that's what denim does, it stretches". I explained that I expected skinny jeans to stay skinny. Cut a long story short, i wouldn't back down, and he made 3 trips to the back of the shop to speak to the manager (who obv cba to come and speak to me personally), and after I quoted the Sales of Goods Act to him - ie. these jeans are not 'fit for purpose', they consented to a refund. The SA ended up agreeing with me too which was funny, total change of tune from when I first walked in.
Sad thing is, the store was empty when I was in, but about 4 SA rearranging piles of jeans and tshirts looking bored.
I've never had problems with any chain stores but there is a independent store not far from me which sells "trendy" makes like Miss Sixty, Ugg, Bench, etc who are a nightmare. I bought DS an expensive silk tie for job interviews which plucked and frayed badly after only 3 wears, took it back but had no end of problems with them. Eventually, after waiting 3 weeks for them to "sort it out" I threatened them with solicitor and trading standards and got a full refund.
Recently was chatting to someone else locally who was bemoaning something she bought, clearly faulty, but also had to threaten them to get a refund.
But unless they state otherwise, none of them actually have to offer you refunds though unless the item is unfit for purpose..
Debenhams tried to refuse the return of an unworn hat due to the fact that it had a hair in it.
Zara here too, I returned a top and a dress after noticing that the security tag had left a tiny hole in each and they were so rude. I am in there about once a week and usually find the staff friendly so I was quite surprised.
On the other hand I am often exchanging things in H&M and they're always fine, helpful, polite etc.
Clarks were crap and made me wait around for ages for the appropriate manager, for a simple return of unworn shoes bought the afternoon before.
Never had a problem with Zara. H&M are a bit shit with refunds though.
Benetton. I bought a coat for a size 8 friend. The label on it said size 8. It was large on her and when we looked at the label inside the coat, it said size 14.
I took it back, showed them the wrong label was on it. They got very sniffy and said I could have a credit note and not a refund. I refused on the grounds that they had no size 8s left and it was their mistake. It took a 30 minute battle with the manager to get the refund.
Have never shopped there since.
Has anybody had any bad experiences with LK Bennett recently? It has gone a bit quiet on that front.
White Company in general are shite! I'm still waiting on a conclusion to a £100 plus cardigan that I bought from them which was riddled with holes after 4 wears.
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