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Original poster

Help - Response I received about a complaint to Morrisons

44 replies

ClaudiaAndHerFringe · 04/01/2024 10:22

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

OP posts:
KingsleyBorder · 04/01/2024 14:58

Great result! Is that £20 in addition to the refund? How much did the bedding cost?

FatTumNoBum · 04/01/2024 15:07

Jellyx · 04/01/2024 10:29

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.

Under English law, that’s irrelevant. 🤷🏻‍♀️

Original poster
ClaudiaAndHerFringe · 04/01/2024 16:27

@Jellyx it has a Nutmeg label inside.

They found the receipt through the transaction on my banking app and refunded me the original payment.

OP posts:

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bendypines · 04/01/2024 16:34

ClaudiaAndHerFringe · 04/01/2024 16:27

@Jellyx it has a Nutmeg label inside.

They found the receipt through the transaction on my banking app and refunded me the original payment.

Excellent. Persistence pays off.

ToHellBackAndBeyond · 04/01/2024 16:38

ClaudiaAndHerFringe · 04/01/2024 16:27

@Jellyx it has a Nutmeg label inside.

They found the receipt through the transaction on my banking app and refunded me the original payment.

Well done.

Original poster
ClaudiaAndHerFringe · 04/01/2024 17:02

KingsleyBorder · 04/01/2024 14:58

Great result! Is that £20 in addition to the refund? How much did the bedding cost?

Yes! I got the full £29 back (yes I know it was hardly Egyptian cotton but I expected it to last longer than a week) plus £20 for the appalling customer service.

OP posts:
Original poster
ClaudiaAndHerFringe · 04/01/2024 17:04

ItsaPeppaPink · 04/01/2024 10:51

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!

This is what I did too.

OP posts:
Whowhatwherewhenwhy1 · 04/01/2024 17:05

That is spam. Do not engage. Ring Morrisons.

Original poster
ClaudiaAndHerFringe · 04/01/2024 17:07

Whowhatwherewhenwhy1 · 04/01/2024 17:05

That is spam. Do not engage. Ring Morrisons.

All sorted now.

OP posts:
AzureBlue99 · 04/01/2024 17:09

That is a good result. I am shocked at their initial response. Nutmeg is only sold in Morrisons, so it is not as if you could have bought it elsewhere.

notapizzaeater · 04/01/2024 17:13

AzureBlue99 · 04/01/2024 17:09

That is a good result. I am shocked at their initial response. Nutmeg is only sold in Morrisons, so it is not as if you could have bought it elsewhere.

It's not :(.

Nutmeg is sold through the Co-op as well.

Glad you've got it sorted.

Emma0For0 · 04/01/2024 17:23

Tesco were able to go through the till history to find proof of purchase for me once

KingsleyBorder · 04/01/2024 17:50

ClaudiaAndHerFringe · 04/01/2024 17:02

Yes! I got the full £29 back (yes I know it was hardly Egyptian cotton but I expected it to last longer than a week) plus £20 for the appalling customer service.

Show quote history

Oh that’s brilliant. Given the speed of their apology and generous compensation I’m almost inclined forgive them the initial muppet response, suspect the muppet is being hauled into additional training right now!

KingsleyBorder · 04/01/2024 17:50

notapizzaeater · 04/01/2024 17:13

It's not :(.

Nutmeg is sold through the Co-op as well.

Glad you've got it sorted.

Show quote history

Never knew that, I thought it was Morrisons own brand.

LutonBeds · 04/01/2024 17:54

WandaWonder · 04/01/2024 10:29

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

Show quote history

It can, I don’t know how though. I bought a clock from Debenhams and no matter what brand of battery I used it kept losing time then stopping/starting randomly. I had thrown the receipt away but had a bank statement, the lady took it off me, went in an office and said she could see what I’d bought and refunded me. Of course, she could have been bluffing…..but either way I got my money back!

notapizzaeater · 04/01/2024 18:49

@KingsleyBorder it's owned by Morrisons but they did a deal a couple of years ago and do/did sell it in the Co-op

DeepDarkBlue · 04/01/2024 18:59

That's good it worked out. That email was terrible but fair play to Morrisons for admitting it.

Newtrix · 04/01/2024 19:28

swapcicles · 04/01/2024 11:01

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!

Could not agree with this more!

fuckitybobbin · 04/01/2024 19:38

Had something similar with some faulty CDs my mum bought from Woolworths (must be over 20yrs ago). They denied she'd bought them from them.

She couldn't find the receipt, so they called over a manager who went through the system (I'd bought at the same time so we knew the date and time). He claimed he couldn't find it, which was clearly a lie to get rid of us.

We went away, mum was looking for something else in her bag and found the receipt - the exact date and time I said and the manager had lied didn't happen.

We went back, got the refund and asked to see the manager, but he was 'unavailable' I so wanted to rub his smug face in it.

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