Does anyone work in retail please?

[RwcieptDilema]

Bought a pair of shoes for DD and lost the reciept, the guy at till asked me for my email for an E l-reciept but that never came through, he must have mistyped it.

So I was told by the shop that I could speak to customer services and get the reciept.

4 HOURS I was waiting on the chat and it took me a week to finally get an answer through email.

When I was in the shop I first tried to pay with a new ZILCH account, which is a split payment app, but I hadn't set up my card properly and so that was declined. That digital card ends in 2655

So I just paid with my normal debit card ending in 8120 and that went through.

However when they've sent me my reciept it says declined on it??

That's my debit card, not my zilch card and it shows on my bank that it went through.

They just keep saying 'that's the only transaction we have for that card'

Yes I only used the card once and it went through so why does it say declined?

They take days to reply to me and I'm getting quite frustrated.

I've been back to the shop, a 30 minute drive, twice now.

I don't want to go back again and them say they won't accept that reciept??

Does anyone have any ideas please?

If you have online banking, then show them the transaction on your phone.
If they don't accept that, speak to the manager.
If that doesn't work, send an email to head office with a description of what's going on with a statement from the bank showing the shoes were paid for.
If that doesn't work contact the Citizens Advice Consumer helpline.

I've done all that. The shop say they can't do anything without a reciept.

I've been trying for over a week to get the reciept and this is what they've sent.

When I questioned it their reply way 'that's the only transaction we have a record of'

But it went through?

There no customer service phone number and shop aren't interested without a reciept number

Citizens Advice consumer helpline: 0808 223 1133

Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.

Why do you need the receipt? Are you trying to exchange the shoes? Many shops allow exchanges without the receipt or give a gift voucher/store credit.

Yes, I'd be happy with an exchange and I thought my bank would be proof of purchase but they just said we absolutely can't do anything in the shop without a reciept and if you don't have the email or paper reciept you need to get the copy from head office.

When I worked in retail we could search item, date of sale, location sold from, narrow down to time of sale and find the sale that way. I would be surprised if somewhere as big as Office are unable to do this. That's how we processed returns without receipts in my old shop (similar sized retailer to Office) Time consuming and a pain but definitely doable.
I will add that the likelihood of staff members taking the time to do this did depend on the attitude and tone of the customer. Kindness goes a long way in retail from both sides. If you've been genuinely polite and calm in your interactions then I see no reason they can't do the advanced search for the item.
In the meantime, I'd be checking everywhere for the paper receipt though. Bags, car, pockets, shelves etc. good luck.

@RwcieptDilema that's unusual to not do an exchange if it's just like for like (ie you got the wrong size). Most retailers do that as a good will gesture.
If you are just trying to refund they can say "no".
From your screen shot it looks like you weren't actually charged anything and got free shoes !

I wasn't though. Look at my bank statement, £80 was taken and I've contacted my bank who confirmed it was a successful transaction and the money was taken and not returned at any point.

@RwcieptDilema that really is most odd if the money came out of your account.
I don't really know what to suggest.
Sorry 🙁

The shop won’t be able to look into this further - head office will need to search the transactions. I worked in retail years ago and a glitch like this needs proper time and access to transactions which the individual shop won’t have. To them it does just look like you haven’t been charged, obviously something has happened and the transaction will need to be traced. Have you tried tweeting them? Sometimes that gets results faster these days!

Can you ask bank for help? Not sure how helpful they can be but sometimes they refund money when something like fraud is suspected. I guess this isnt fraud but they may be able to help.