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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to not be sure if the shop assistant was right?

96 replies

worldgonemad72 · 02/01/2011 15:54

Hi

basically my mum bought a pair of boots from clarks, she got them home, recycled the box and put them in the shoe cupboard, she cant find the receipt. She came to wear them yesterday but they had given her 2 right feet.
she's been back today to see if they can swap it, the cashier asked her if it was a size 4.5 as they had one missing, mum said yes.
Anyway the cashier said as she didn't have the box or receipt she couldn't exchange them, so mum went to put them back in the bag she took them in but the casher said she couldn't take them incase she was making it up and had stolen them from the shop!.
My mum isn't very assertive so came away a bit teary and phoned me. They've kept both of the boots. ive told my mum to get a mini statement from the bank to take in to see if this helps.
Was the cashier correct or should my mum complain?

OP posts:
ILoveItWhenYouCallMeBoo · 02/01/2011 15:57

oh dear. not sure if teh cashier was correct or not but how awful that your mum has paid for them and has no shoes!!

dessen · 02/01/2011 15:57

doesn't sound right- they accused your mum of stealing! How awful. Big complaint

ilovemyhens · 02/01/2011 15:57

That's disgusting! Your mum needs to complain. It's the shop who've stolen them, not your poor mum. Get onto them and make a huge fuss about it. I'd have expected more from Clarks.

scurryfunge · 02/01/2011 15:58

The cashier is a fool. Complain massively.

AMumInScotland · 02/01/2011 15:58

Did she pay for them with a card? If so, her card statement will do as proof of purchase, even without the receipt.

SantasENormaSnob · 02/01/2011 15:58
Shock

big huge complaint IMO

Ladyofthehousespeaking · 02/01/2011 15:59

Bank statement!
Did she catch the name of the cashier?
And complain to HO -appauling way to treat someone.

roomonthebroom · 02/01/2011 16:00

OMG I used to work in clarks and staff did make mistakes like this sometimes ie selling 2 right feet.

I think the way your mum was treated was v poor- she should phone their head office as soon as it re-opens to complain.

Hope she gets an apology and her money/ shoes back.

aPixieInMyCaramelLatte · 02/01/2011 16:00

How awful. I would be kicking up a right stink about now. How dare they.

I agree with your idea of getting a mini statement to prove she paid for them.

Then get her money back and go and buy some shoes elsewhere and write a huge complaint to the big guy's.

dessen · 02/01/2011 16:00

Did the shop make a written record they had taken two boots off her? Does your mum have evidence of this - thinking shop cctv, bank statement for the purchase

Original poster
worldgonemad72 · 02/01/2011 16:00

She bought them on her debit card when she went up on monday or tuesday, they were £35 but im not sure if they were in the sale or not, we are all a bit gobsmacked by it tbh, we've always bought shoes and boots from there.

OP posts:
IAmReallyFabNow · 02/01/2011 16:00

If they asked her if they were 4.5 then they knew she had them. I reckon they didn't want to get into trouble for not noticing they had sold 2 right feet. Go back, ask to speak to the manager and refuse to leave until she is given a full refund. Clearly she doesn't want to give the shop any money after rubbish service.

littleducks · 02/01/2011 16:00

I can understand the not swapping, though it is poor service but they cannot not let her leave with things she took in the shop.

If she paid by card a statement from the bankj is proof of purchase and is equal to a receipt. I would write/email clarks head office with proof of purchase and complain at being humiliated like that.

IAmReallyFabNow · 02/01/2011 16:02

Why do you understand no swapping, littleducks?

tribpot · 02/01/2011 16:03

Surely the store manager can confirm they now have more stock than they ought to?

Original poster
worldgonemad72 · 02/01/2011 16:04

she didn't want swap them for a different pair, just to get the left foot! thanks for the replies, im going go up with her tomorrow with a bank statement to try and get it sorted.

OP posts:
Tiredmumno1 · 02/01/2011 16:04

clarks have stolen them your mum should phone the police, and explain what you just said, and did she pay by card then, if they really thought she stole them then they would have called the police.

get the police to demand cctv of that day

littleducks · 02/01/2011 16:06

They dont have to offer an exchange/refund unless there is proof of purchase, i believe.
The shoes could have been bought in another store/online wherever

However in this case that would have been really unlikely if they have an odd pair in the stock room in the same size

Ladyofthehousespeaking · 02/01/2011 16:07

I work in boots and if someone does not have a reciept and the origanol packaging is not present we DO refuse to refund/exchange.
However, if the customer has the bank statement we will exchange/credit note - we have no power to remove the item from the customer if we suspect stolen at all.

littleducks · 02/01/2011 16:07

I do think your mum deserves an apology at the very least for being accused of stealing, dont let them fob you off!

Ladyofthehousespeaking · 02/01/2011 16:08

Hope you get the shoes back! (and a big fat apology :)!)

mamatomany · 02/01/2011 16:09

Write to head office, my cousin was accused of shoplifting in Virgin and they sent her £200 in vouchers when she was found not guilty.

scurryfunge · 02/01/2011 16:09

Tiredmumno1,

The police will not be interested at all. It isn't theft!

SantasENormaSnob · 02/01/2011 16:13

How is it not theft?

Am pretty sure that the shop can't just take them off her.

PinkElephantsOnParade · 02/01/2011 16:13

Heck, do they insist all customers who walk in wearing Clarks shoes take them off and leave them in the shope just in case they nicked them?

They wouldn't get many repeat customers then! Shock

Clarks have stolen your mums property.