Help - Response I received about a complaint to Morrisons

[ClaudiaAndHerFringe]

I bought a brushed cotton duvet cover and pillowcases plus bottom sheet from Morrisons a week before Christmas but I didn't keep the receipt. It's gone horribly bobbly and made a terrible mess with fluff all over the place in the bedroom and washing machine. I wrote to them using the online contact form and got the below response.

What would you do now? The company Sleep well Textile has no contact details. It's on Companies House but that's all and I don't think I'll get anywhere. Also the response is weird. My name is not Christian and I just don't get it. What would you do?

Good morning, Christian.

Thanks for contacting Morrisons. Hope you are doing well.

I am sorry for the delay response. I understand your concern regarding the issue you have faced with Robin duvet set that you have purchased is not of good quality. I apologise for the inconvenience cased to you.

I would like to inform you that the product is not of morrisons brand, I would request you to please contact with the SLEEPWELL TEXTILE LIMITED for return or refund for the faulty product.

If you have any other concern/query, please feel free to contact us.

Morrisons Customer Service.
ref:!00DD00ojDb.!5003z02nHb4y:ref

*identifying detail removed by MNHQ

Your contract is with the shop, not the manufacturer, so respond pointing this out.

Utter nonsense. Under the consumer rights act the retailer has an obligation to refund or replace. I’m very shocked that a big company like Morrisons has no idea how consumer law works.

Send them this. It’s explained very very clearly.

And make a snarky comment about them getting your name wrong too.

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

Did you keep the original packaging? Any clues on that? Can you just package it up and take it back in person to the store where you bought it?

Can you physically return to store? Do you have a reward card that the purchase might have been logged on? Do they have the item on their website, so you have evidence that they sold it, plus credit card transaction showing the date?

I threw the package away and I don't have a More card.

I'd remind * that legally your contract to purchase goods fit for purpose is with Morrisons not the manufacturer and if he is unable to expedite a refund personally please let you have the contact details for his customer services manager or the CEO.

*identifying detail removed by MNHQ.

I don’t read the response as Morrisons denying that they sold it.

The credit card would show a transaction on that date how would it prove what was bought?

If it's not Morrisons brand then you could have bought it anywhere, including direct from the company. So if you can't prove you bought it at Morrisons then I can see why they'd direct you to the brand owner.

Get back to Morrisons customer services and ask for the contact details of the manufacturers. They should have them if they’re stocking their products. Also I’d go back to the store where you purchased the bedding and take a photo of the product on the shelves to prove they sell it, at least, even if you don’t have a receipt.

You need to return the item to store. Do you have any other proof of purchase eg the transaction on your banking app?

There's no more items on the shelves now.

@ClaudiaAndHerFringe

Did you pay by card - get a copy of the statement showing the date you bought it and go into the store they may be able to pull up the receipt.

You bought it from them so your contract is with them.

It's absurd of them to suggest that you should seek a refund from the manufacturer rather than from Morrisons, the seller. They might be trying to dispute the fact that you bought the item from them? I suppose that if you no longer have the receipt and can't otherwise demonstrate that it was Morrisons that sold it to you, it might be hard for you to exercise your rights. Hopefully it will get escalated and someone sensible will get involved and sort a refund or credit out for you.

Exactly this, it is not your contract with the manufacturer. If you have any proof of purchase even an entry on bank statement that should be suffciient.

Do NOT jump to the conclusion that this response is Morrisons saying “we don’t believe you bought this from us”.

Go back and say that the law says that you can get a refund or replacement for faulty goods from the retailer.

If at that point they say you have to prove you bought it from them, cross that bridge when you come to it. You know you’re not lying, there will be a way.

However I think this is just a case of this customer service muppet not understanding
the obligations of the retailer.

I checked my banking app and found it but of course it doesn't state what I bought. I'm taking the items into Morrisons today.

Great, would be interested to hear how you get on.

I recently had similar where I paid via card but lost the receipt. Was able to show store manager the date, time and amount on my app and she was able to trace it on her system using the information so it's definitely traceable from their side!

@ClaudiaAndHerFringe , we've just bobbed onto your thread and removed an identifying detail about the employee from your opening post - as well as a subsequent post by another MNer.

And we hope you get everything sorted today.

Morrisions are in deep 💩. They have a pile of debt resulting from their takeover by the dreaded venture capitalists. I suspect they are buying rubbish cheap to turn a quick buck, and they will fight you to the death to hang on to their last sixpence.

good luck.

Your contract is with Morrisons.
However.
You need proof of purchase, a receipt is quick and easy way to sort this.
A bank statement helps but it only has the date and amount, it's still not proof of purchase for a particular item.
Added to this the date on the statement is often a different date to the transaction anyway.
What has to happen is the shop staff have to trawl through thousands of receipts and logs to find your receipt and then process the refund. Some shops won't do this anymore due to the time it takes.
At the time of purchase a receipt is provided, if you refuse or lose a receipt it's not on them.

These rules have been brought in due to theft and certain people just picking up items off the shelves and returning for a refund or stealing and returning at a later date.
I've worked in retail for 30 years, the amount of people that just expect a refund with no proof of purchase at all astound me, kee your receipts people!

The poor customer service and ignorance of the law aside, that email is dreadful. It's unprofessional with spelling and grammar mistakes and yet this is the company's official representative.

Customer service is very badly paid. Rather than expect too much of people paid too little, a good organisation should have standard wording for faulty item refund requests, drafted by lawyers, that can be topped and tailed by the employees.

Well they've sent me £20 to my more account (I didn't think I had one but I'd set up online and forgotten about it) to apologise for the terrible email) and I'm going to take the items to my local store in a bit.

When I responded to the stupid email I quoted the response from @KingsleyBorder so thanks for that.