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AIBU thinking a shop could give store credit for a faulty item?

(96 Posts)
DinosaurTrain Sat 10-Jan-15 14:10:03

I bought item. Used my card.

Item is faulty. Shop agrees item is faulty...

DH took it back to shop for me as can't get to store before 28 days is up myself, so said ask for store credit...
But won't refund for store credit??

Because they need a signature that matches my card I paid for it with?

Are they being deliberately awkward or perfectly within their rights?

Nothing I can do as DH has accepted what they said and left store, I'm just annoyed at losing money on a faulty item

grocklebox Sat 10-Jan-15 14:11:25

If its faulty you don't need to be with 28 days. But yes they can insist it goes back on the original card. Surprised you don't have chip and pin though.

DinosaurTrain Sat 10-Jan-15 14:12:04

I do have chip and pin on the card...

LIZS Sat 10-Jan-15 14:13:52

Is it a joint account ? If so they can use his card to refund. Faulty doesn't mean settling for store credit.

chipsandpeas Sat 10-Jan-15 14:15:09

they need the original card as they need to match the numbers so they are perfectly within there rights

DinosaurTrain Sat 10-Jan-15 14:17:05

No not joint account, but we obviously share the same very unique surname (never met another person with it) I know that wouldn't garantuee it, but kind of feel a little common sense wouldn't have gone a miss

DinosaurTrain Sat 10-Jan-15 14:18:11

But if I had lost receipt... Would they not still have needed to exchange? Since it's very obviously faulty...

LIZS Sat 10-Jan-15 14:20:11

It has to go back onto the same card . With no receipt you'd need to show bank statement to prove you bought it from the retailer unless obviously exclusive branded. 28 days policy doesn't apply.

LIZS Sat 10-Jan-15 14:20:52

It has to go back onto the same card . With no receipt you'd need to show bank statement to prove you bought it from the retailer unless obviously exclusive branded. 28 days policy doesn't apply.

TidyDancer Sat 10-Jan-15 14:21:12

Hmmm. Not sure of the legalities of it but I can understand them not refunding to your DH if he didn't have the receipt and card paid on. Is there no chance at all of you getting there yourself? I don't think you have to get there within 28 days if it's faulty though.

DinosaurTrain Sat 10-Jan-15 14:23:09

The bit I don't understand is item is faulty.

DH has and showed receipt
(I assume if he hadn't they likely would have exchanged without a problem)

But because receipt says was paid for on card, they can't give store credit?

Seems mad

LIZS Sat 10-Jan-15 14:27:56

But you aren't asking for an exchange . You are asking for the value back and this would normally be refunded via the card you paid on.

DinosaurTrain Sat 10-Jan-15 14:29:02

I guess... Well I wouldn't have minded an exchange but item isn't in stock therefore thought store credit would have been fine, not sure the difference to them financially?

LIZS Sat 10-Jan-15 14:33:06

Actually it is to your advantage. If they were to go under, store credit would be worthless.

DinosaurTrain Sat 10-Jan-15 14:35:11

But I wouldn't get my money back anyhow if they went under would I?

LongDistanceLove Sat 10-Jan-15 14:35:55

For a refund faulty or not the cardholder needs to be there, I can't knowingly put money on someone else's card, or the card if the cardholder isn't present, however in that circumstance I would have treated it as a no receipt and offered exchange/credit note for the amount, also with the option of the cardholder coming back to get the refund seeing it was a faulty return. Seems odd that, that wasn't an option.

DinosaurTrain Sat 10-Jan-15 14:38:59

No I completely accept and never expected money to be given back either on card or in cash. The only thing that DH asked for was a credit note, never any talk or request for a refund by any other means

Just shocked that a credit note was declined ESP when there's proof of purchase and a faulty item

Oh well.

LIZS Sat 10-Jan-15 14:42:17

But I don't get why you would prefer store credit , having the money back - as you are legally entitled to - enables you to spend it wherever suits you , either at another branch of same retailer or elsewhere.

DinosaurTrain Sat 10-Jan-15 14:45:44

I just wanted store credit as I couldn't get there for a while (taking me way over 28 days) plus is a bulky item to store when faulty and not really worth enough to warrant tripping over it for weeks before can return it... So il just accept my loss on it.

But DH could get there, only obviously he doesn't have my card, and even if he did - they would have thought something was off if he produced a card saying MRS dinosaurtrain... So thought best just ask for store credit and I can go buy something else sometime

LIZS Sat 10-Jan-15 14:47:21

Their contract is with you , not dh.

DinosaurTrain Sat 10-Jan-15 14:50:51

No I appreciate that, I just can't get my head around why on other occasions if you don't have the receipt they have been able to offer exchanges and store credit... But not this time WITH a receipt. Seems a bit nuts

LIZS Sat 10-Jan-15 14:53:46

But on previous occasions they want to keep the cash within the company , rather than have to account for refunds. This is much for straightforward you are legally entitled and they are obliged to refund.

DinosaurTrain Sat 10-Jan-15 14:59:11

That's what I'm not getting... They would have been keeping their cash within the company had I had a credit note?

Plus I assume as its faulty they would receive something back from the manufacturer for supplying them faulty stock?

As an aside, when I bought it a woman was returning one with the same issue. I mistakenly decided it was prob a one off and continued buying it. To find exact same issue... So I must have been the zillionth person returning it.

Ah well. I'd have been a happy customer and shopped there again without all this fuss. Now il avoid - not that my protest of one will make any difference other than making myself feel Iv made a point wink

It's a money laundering issue, that they have to put the value back on to the same card. He could have tried a different cashier and pretended he'd lost the receipt. wink

ToBeeOrNot Sat 10-Jan-15 15:11:35

They're perfectly able to refund money onto another card, I've had this situation happen a couple of times as the original card had expired or been replaced since the initial purchase.

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