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Original poster

HELP!!!! LK Bennett refund policy!!!!!!

86 replies

WhatTheHellJustHappened · 22/06/2012 23:56

I already know I am being unreasonable to freak out so badly over this but I desperately need help.

I wanted to give my sister a nice gift for her birthday and I decided to buy something from LK Bennett. She loves brown so I decided on a brown Anna Bag! I confirmed with the sales assistant twice if I could refund the item in case I changed my mind and she said I could do so within 7 days.

Well, I bought the bag today and when I came home and saw it, I changed my mind. I don't think it looks all that great.

Now the trouble is I paid in cash and it turns out the receipt reads "We regret that we don't offer cash refunds". Shouldn't the salesgirl have told me this when I paying her £300 in cash???????

Has anyone heard of this policy before? That you can't return an item if you pay in cash but you can if you pay by card??? This is so unfair.

I can't afford to lose £300 at this point. An exchange or credit not will be worthless since I've already done my share of shopping for this season.

I'm going back tomorrow to return the bag. What shall I do if she refuses:(:(

OP posts:
Staceisace · 23/06/2012 00:04

Did your sister want the bag/a brown bag? If so, just give it to her anyway and see what she thinks. I'm sure she can exchange it if she really doesn't like it?

If you were just getting it as a sort of surprise present you could go back and exchange it for something you prefer for her?

It doesn't really matter what you think of the bag if your sister loves it.

I've not heard of stores running that sort of policy re cash vs cards but I've noticed a number of stores recently tightening up their returns policies to prevent people buying things only to return them for a full refund because they changed their mind.

WhiteWidow · 23/06/2012 00:04

Maybe you should have thought it through a bit more before buying a 300 pound bag Confused
They don't have to return it. Its not faulty or anything. But, as the girl gave you misinformation they should do as a good will gesture.

This story sounds a bit weird to me. Not sure why...

LaurieFairyCake · 23/06/2012 00:05

Have you checked with your sister if she likes it?

If I was taking it back I would just remind the assistant of the conversation.

WhiteWidow · 23/06/2012 00:06

And that 'we don't offer cash refunds' means that they can't give your money back in cash, but it doesn't say anything about putting it on your card...

QueenofPlaids · 23/06/2012 00:06

Your sister will get the opportunity to exchange if given within the period. What is that? You never know she might love it, but if she's got a fortnight to exchange it you may be fine?

squeakytoy · 23/06/2012 00:07

Sounds an unfair policy, but as you are buying a present, and spending £300 anyway, just change it for a different bag or give your sister the credit note to pick whatever she wants.

QueenofPlaids · 23/06/2012 00:07

Also you should be fine if you personally want to exchange it in LKBennett

LaurieFairyCake · 23/06/2012 00:07

You haven't 'lost' 300 either, you bought it as a gift (a lovely one-loads on the S and B threads like it) and your sister can exchange it if it's not to her taste - I'm sure she can find something she likes in there.

Original poster
WhatTheHellJustHappened · 23/06/2012 00:09

To be honest I changed my mind because my mother has bought her something very similar. So I would rather not give this one to her. I am also having second thoughts about the price. I may find something nicer for a lot less.

I did think this through, but I am allowed to change my mind aren't I?

Also, they do have a return policy in place. It just seems strange to offer a return to those who pay by card but not to those who pay by cash. Makes no sense!

Unless I am misunderstanding the meaning of "We don't offer cash refunds". Does that refer to a gift receipt or something?

OP posts:
squeakytoy · 23/06/2012 00:11

£300 is a lot of money and I doubt many people spending that amount would pay in cash, and it is even possible that they wouldnt have £300 in cash in the till as the vast majority of shoppers would pay by card.

I dont imagine anyone would want to lose £300, but if you cant "afford" to lose it, then why on earth are you spending so much on a birthday present for someone though?

Original poster
WhatTheHellJustHappened · 23/06/2012 00:12

WhiteWidow
You maybe onto something here. I could request they put the money on my debit card. However, it also says on the receipt that "Refunds will be made via the original mode of payment".

This is awful. I asked her so many times if I could refund it and she said Yes. She should have stopped me from paying by cash!

OP posts:
VonHerrBurton · 23/06/2012 00:13

You bought it today? Surely, legally, you have rights to your money back? Different if you bought it two months ago!

I would be amazed if you took it back tomorrow and they refused to refund you. Maybe they put that on the receipts because they don't want people to think there's £££££'s in the tills therefore making it a risk security-wise?

Original poster
WhatTheHellJustHappened · 23/06/2012 00:14

May I request that you post if you have something helpful to offer? Comments that judge me for spending £300 pounds on my sister are unhelpful and unnecessary.

The point isn't why i spent £300. The point is,that I was misled about the refund policy.

OP posts:
Original poster
WhatTheHellJustHappened · 23/06/2012 00:15

VonHerrBurton

God i hope you're right!

OP posts:
NatashaBee · 23/06/2012 00:17

This reply has been deleted

Message withdrawn at poster's request.

squeakytoy · 23/06/2012 00:17

You bought it today? Surely, legally, you have rights to your money back?

Not at all.. unless the item is faulty, a store is under no obligation to refund just because the buyer decides when they get home that they dont like it..

butwhatif · 23/06/2012 00:18

no, you have no right to a refund. If you had bought it online then you would have 7 days, but in a shop you have no cover if you change your mind.

Most shops will give you a good will gesture of an exchange only if you change your mind. There is ofc, no harm in asking.

Original poster
WhatTheHellJustHappened · 23/06/2012 00:19

squeakytoy

The vast majority of people may pay by card, but I happened to be carrying that cash with me and decided to pay by cash. I would have gladly put it on my card had she pointed out that they don't offer cash refunds.

Furthermore, if they don't refund my money then I will "lose" it won't I?

OP posts:
Original poster
WhatTheHellJustHappened · 23/06/2012 00:22

squeakytoy

They do have an obligation to return it if they state that they operate a refund policy. For example, UCB clearly states that they do not offer refunds only exchanges. LK bennett refund items to those who pay by card for ANY reason(not just if the item is faulty). The odd thing here is that they don't refund cash.

You make it sound like people don't change their minds ever and bring things back to the store. Where exactly have you been?

OP posts:
squeakytoy · 23/06/2012 00:23

Well yes she should have pointed it out, but it is going to be her word against yours, and she has it in writing that they dont refund cash.

If they dont refund your money, you will have to pick something else in store for your sister, IF they allow you to exchange (which they should), so no, you will not lose it, because you will have another item of the same value instead.

NorksAreMessy · 23/06/2012 00:28

Sorry, I know you want help with the refund policy, but To spend £300 cash on anything is so way outside my experience (and it would seem, the experience of other posters) that we are a bit boggled by that, and can't concentrate fully.

I think though the issue will be that they just don't have that kind of cash in the till on a regular basis.

Try not to panic until you KNOW that you won't get the money back, then we can try other avenues

Original poster
WhatTheHellJustHappened · 23/06/2012 00:31

squeakytoy

No, if they don't return my money I will lose it. There is nothing in the store other than a handbag that I can buy for her. And no, she cannot exchange it for something she likes herself because she lives in New York and is not planning to visit anytime soon. I was going to send her present to her with someone.

OP posts:
Original poster
WhatTheHellJustHappened · 23/06/2012 00:33

NorksAreMessy

Money is money- how does it matter if I pay £300 in cash or if it goes out of my account through the card? I am a bit puzzled by what is so surprising about paying by cash.

OP posts:
squeakytoy · 23/06/2012 00:34

But you wont lose it. You are not going to hand the bag back to them and walk out of the shop without your money, are you?

And you are seriously saying that there is nothing else in the shop that you could buy her? does she not have feet?

VonHerrBurton · 23/06/2012 00:34

I would still try, OP. I hope, seeing as they were happy to accept your cash, that not only was it pointed out to you they would not refund same, but that this information is clearly displayed at the tills.

I feel for you, I really do. Have you looked on Ebay to see what BNWT bags the same as your are going for? In case you get nowhere?