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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think at Top Shop's policy on gift receipts is illogical and shortsighted

27 replies

Hamstertattoo · 03/01/2012 17:31

Sorry, I know there is another recent thread on gift receipts but so incensed I had to post separately!

Bought two items for dd's Christmas from top shop at end of november and got gift receipts as I knew it would be over a month before we would return them if we needed to.

Anyway, went to top shop today to be told that gift receipts only allow you to exchange, not receive a credit voucher to the same value. In other words, you have to find something you like there and then, or alternatively cart the items with you every time you go into town until you can find something you like or is in your size.

Where's the sense in that? Giving us a credit note wouldn't have cost them anything and it wasn't as if I wanted a cash refund. I appreciate I should have checked the details on the gift receipt, however I think this is such a disincentive to buy presesnts at top shop, particularly when competitors like River Island give credit notes against gift receipts no problem.

AIBU to think this is a bit short sited of them, especially given the number of stores closing at the moment?

OP posts:
dandelionss · 03/01/2012 17:34

yanbu- i'm struggling to think what the logic behind it is.

Original poster
Hamstertattoo · 03/01/2012 17:37

good - just checking I'm not missing anything before writing rangy complaint"

OP posts:
Original poster
Hamstertattoo · 03/01/2012 17:37

ranty complaint that is

OP posts:
mummymccar · 03/01/2012 17:38

To echo what the other thread just said:
The store contract is with the purchaser, not the receiver of the gift.
Refunds and exchanges are a goodwill gesture, legally they only have to exchange if faulty.
YABU, you said yourself that you should have checked first.
Besides, the whole Arcadia group is crumbling at the moment and about to close over 200 stores so I imagine they want to tighten their belts.
I understand how annoying it is, and I don't mean to be harsh, but legally they don't have to even exchange it if they don't want to.

JjandtheBean · 03/01/2012 17:40

YANBU

Maybe I'm stupid but I just can't see what a difference it would make.

ViviPru · 03/01/2012 17:40

What Dandelioness said. Especially when Top Shop will generally give you a credit note in exchange for an unwanted item with its tags still attached if you haven't got a receipt. Following this logic, you'd have been better pretending you didn't have the gift receipt at all.

I'm inclined to think the person who served you was mistaken.

Lueji · 03/01/2012 17:42

YANBU
If they are willing to exchange, why not give a credit note?
They don't lose the money and keep goods to sell.
It doesn't make sense, TBH.

However, if mummymccar is right, you might be better off getting something from the store... Wink

Trills · 03/01/2012 17:45

YANBU to think it is illogical.

I don't know that it's particular shortsighted,

Y would BU to write a complaint, as legally they don't HAVE to give you a refund or exchange at all (as mummymccarr) says, but you could write a suggestion letter.

VivaLeBeaver · 03/01/2012 17:46

That's crazy. I thought for a minute you were pissed as you couldn't get your card refunded but realise they wouldn't even give a gift voucher. I can't see the logic as a gift voucher would have to be spent in topshop....

ViviPru · 03/01/2012 17:47

What's the time limit that you have for the carting the items with you every time you go into town until you can find something you like or is in your size?

MrsCampbellBlack · 03/01/2012 17:48

Well its obvious why they do it - because you'll get bored of carting the stuff round so never actually bother to exchange it - big win for them.

Original poster
Hamstertattoo · 03/01/2012 17:49

Mummy - I am the purchaser in this case. I was purchasing items in good time before Christmas and got the gift receipt because I realised the usual receipts only give you 28 days.

It is music to my ears to hear the Arcadia group is crumbling - with this type of customer service they aren't doing much to help themselves in my view.

I have sent them a complaint email pointing this out!

OP posts:
JestersHat · 03/01/2012 17:53

YABU. They don't want people with unspent money, or extra stock hanging around. They're a business, they're just not as sycophantic as most stores which pretend to be "interested" in their customers.

Original poster
Hamstertattoo · 03/01/2012 17:57

That fine jester's Hat. However I can think like a business too, and because of this experience will no longer buy gifts from TS for my daughter, her friends or my five nieces. Perhaps others may also chose to do the same.

That's what I meant by them being shortsighted - when customers are plentiful you can perhaps afford to be hard nosed, but in this climate maybe it might pay to be a bit more 'sycophantic'?

OP posts:
JenniferEight · 03/01/2012 18:31

It's silly. I hate shops that f*ck around over returns.

I didn't know Arcadia was in trouble - my friend works for them Sad I hope she will be Ok.

JenniferEight · 03/01/2012 18:33

Jestershat, they still have the OP's money anyway - and she still has their goods - surely they would be just as well to have the goods and the money than just the money? Or do they want rid of stuff?

It's nonsensical.

JenniferEight · 03/01/2012 18:33

sorry at not applying capitals to your name btw Blush I didn't mean to write that!

mummymccar · 03/01/2012 18:39

It is music to my ears to hear the Arcadia group is crumbling - with this type of customer service they aren't doing much to help themselves in my view.

It's a bit extreme to wish hundreds of people out of jobs during the current economic climate just because they offered you an exchange rather than a full refund.

For that YABVVU and I have lost all my sympathy for you.

Jennifer - So sorry to hear about your friend, hope that her job is safe, she must be terrified.

Icelollycraving · 03/01/2012 18:42

Yababitu. They don't have to give you anything as pointed out above. It is irritating though. I don't think it warrants a complaint. I see you have emailed a complaint,I just hope you made it about the policy & not about the person who tried to do what the company have instructed. That to me would be unreasonable.

JenniferEight · 03/01/2012 18:44

Thankyou...can't find anything related to them cutting jobs in a big way, so hopefully she will be Ok for now.

themothershipcalling · 03/01/2012 18:46

I don't understand, I went I to DP's today with a top and gift receipt and got a voucher. They're the same group so why would it be different?

mummymccar · 03/01/2012 18:49

Fingers crossed jennifer!

Dartfordmummy · 03/01/2012 19:18

I work for Arcadia. You just need to take your original receipt in for a refund. Anything purchased from the beginning of November will entitle you to a refund up until the 2nd week of Jan.

Original poster
Hamstertattoo · 03/01/2012 19:20

Mummy - you are quite right re my comments as the last thing I would wish is for anyone to lose their job. Apologies for giving that impression.

I was letting my annoyance at poor customer service, coupled with a dislike of Philip Green and his politics get the better of me. That, however is a whole other conversation I suspect .......

OP posts:
BleurghUna · 03/01/2012 19:22

With the current tough trading conditions maybe they are trying to shift stock as fast as possible? Does all unsold stock count against their end of year sales figures?
Go back on a different day, get served by a different person and you may get a different answer! Wait until the sales rush is over, say a week, and they might be more amenable.