Refunded via Gift Card - Can they do this?

[WineGetsMeThroughIt]

So I was in the mall the other week and I saw a top I liked in the window of River Island (a shop I never shop in!) They said they didn’t have my size, but said they could order it in for me and have it sent to my house. Fab. So I ordered one in the size they suggested. Then I got home and thought Hmm I think I’d probably be a size smaller. So I went online and ordered that one. And I was right, I was the smaller size so I kept it and sent the larger one that they ordered for me in store back. I’ve been waiting for the refund to go back on my card and I’ve just got an email through with the amount refunded onto a gift card. FFS I don’t want a fucking gift card and I want and need my money back.

I was not told in store that I would be refunded via gift card and didn't see anything on the returns slip saying I would be given a refund onto a gift card. Can they do this considering I never had the chance to try it on? Has anyone had any experience disputing this? The top is sold out online now so I cannot order the same size I need with the gift card and send the other one I bought online back.

I'm fuming. I don't want a gift card to bloody river island I've never shopped in there before, and likely never will again!

It was paid for in store, but not handled in store. Surely distance selling protects you because you've not been able to assess the item in person - for fit, colour etc.

I could walk in as a size 8, see a size 22 dress and order it in my size in store. I would have no idea about length, shape etc. If you ordered it in blue when it was green in store but not a nice blue etc?

From the Gov.UK website. I would push back with River Island. I still cannot google what the regs are for this circumstance!

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When you do not have to offer a refund
You do not have to refund a customer if they:

knew an item was faulty when they bought it
damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it

www.gov.uk/accepting-returns-and-giving-refunds

What a pain in the bum.

I’d go with gift card and top you’re keeping to the store, and ask to speak to the manager. Explain situation and suggest that you return the top you like in your size for a money/cash refund, and immediately buy it back from the store with the gift card.

Can you take the smaller one back to the shop and ask for a refund. Then, when you've had the refund, ask to buy it again and pay with your gift card?

Go back to store with your top that fits, return, get refund and then repurchase with gift card. Let them know whats happened .

I think that's what I'll have to do - try and return the one I'm keeping to the store and then use the gift card to buy it back. Only thing is, I don't have the returns slip anymore because I had decided on keeping it so binned it. I will check to see if I can download one. It's just so annoying on principle.

I would go to the counter tell them what’s happened and ask to return the one that fits, get your money back and buy it back with your voucher. Mind you go at a quiet time and not just before they’re about to close

I had similar. Bought a top - sale item - I returned they wouldn't give money back. But with covid you can no longer try on in store to see if something fits. So left with credit I don't want

😡 Just got off the phone with customer service.

Because I purchased the second top with Klarna (which I have already paid off) I can't return the item in store, it has to be sent back through the post to their distribution centre. So I'm now officially stuck with the gift card as well. Essentially I've paid £80 for the one bloody top, at least until I find something from there I want again but scoured the site and didn't see anything else I wanted yesterday.

I think, because you couldn't try it on, you are entitled to a refund (but I'm not an expert). Try ringing Consumer Direct, they'll know the law and can tell you what your rights are and whether or not the law says you're entitled to a refund. Company policies don't trump the law.

@delilahbucket

Tell them that under the Consumer Contract Regulations they are legally obliged to issue you with a refund back to your original payment method.

Only if there is something wrong with the product. Not liking it or choosing the wrong size doesn't mean the product is faulty. There is no obligation for the company to refund where there is no fault, they can make you keep it as the error is yours

Ask around your friends/ friends daughters. Someone may have a birthday coming up who will buy the gift card off you for a present,? Or may shop regularly in R I, so would be willing to swap card for cash. Check there is no expiry date on the card first though.

Only if there is something wrong with the product. Not liking it or choosing the wrong size doesn't mean the product is faulty. There is no obligation for the company to refund where there is no fault, they can make you keep it as the error is yours

She didn't have the option to assess in person

Surely the reason they've refunded to a gift ard is because they don't have your bank details? When ordering online your payment details are stored, when paying at a till, you're paying with the card machine and I don't think they will have an option to store your card details for a later date as that would potentially be at risk for abuse surely? That would explain why you could've had a refund to the card if you returned in store? Annoying but it does make sense

[quote WineGetsMeThroughIt]@Justforphoto I had a look at the act mentioned but couldn't find anything specific to my situation.

So are you saying I have no option but to accept the gift card? ☹️[/quote]
You're only entitled to a full refund if it is faulty. It isn't. So they're actually being generous to refund to a gift card.

I hadn't realised that's how some of the ordering additional sizes in store works. Several times shops have offered to order the correct size for me and I've always declined. Clearly they do it so that the customer gets lumbered with an unwanted gift card and the store keeps your money whether the item fits or not.

If the shop offers no-fault refunds then that becomes part of your contract with them. They can't just revert to statutory rights after you've committed to buying something by claiming that anything else would be a goodwill gesture when it forms part of their Ts and Cs.

@Ajahd

Surely the reason they've refunded to a gift ard is because they don't have your bank details? When ordering online your payment details are stored, when paying at a till, you're paying with the card machine and I don't think they will have an option to store your card details for a later date as that would potentially be at risk for abuse surely? That would explain why you could've had a refund to the card if you returned in store? Annoying but it does make sense

So yes, this is the reason they explained to me. But surely I would have assumed the details would have been stored like any other online payment in their system. I'm just annoyed they didn't warn me of this and that there is no mention of it on the receipt anywhere. Nor was I told about it when I spoke to customer service on the phone last week to make sure I could return by post.

Coincidentally I've just received a 10% voucher in the post today for them 🙄