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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

That shop won't swap dress?

49 replies

BlingBang · 12/12/2013 09:39

I'm annoyed, bought a dress a few months ago that is still in the wardrobe unworn with all the tags etc still on. I've lost some weight and tried the dress on the other day and it's now too big. Was in the shop yesterday and tried the smaller size which fits perfectly and looks a million times better. Explained and asked if they could do a straight swap and they've just called to say no. Now I'm left with a dress (cost much more than I'd normally pay) that doesn't fit. AIBU to think that it wouldn't have hurt them to swap, I'd be grateful and delighted and would happily continue to shop there in future especially given the great customer service?

OP posts:
MurderOfGoths · 12/12/2013 09:43

No shop is obliged to swap anything unless it's faulty, that many do it within a time limit is a goodwill gesture and entirely up to them. So they have no obligation even if you returned it the next day, and even less as you've had it months. Sorry.

While it would have been really really nice of them, and incredible customer service, they are totally within their rights and you'd struggle to find many other shops who would act differently.

catsmother · 12/12/2013 09:45

That does seem very odd and shortsighted - as in peeing off a (seemingly not so) valued customer. I've done this with no problem before - especially when the article is unworn, still current stock, and with labels attached. I don't see how they'd lose out ..... it's not as if you're bringing something back purchased in 1997!

Is it an independent shop, or a chain ? If the latter, I'd call their head office or customer service department and explain your problem to them.

ImagineJL · 12/12/2013 09:48

Did they give a reason? When I started reading I assumed it was something they no longer stocked, since months had gone by. But they clearly do still sell this particular design, so I can't think of a logical reason for them not to exchange it.

Original poster
BlingBang · 12/12/2013 09:48

It's a chain but a 'niace' chain. Might drop the head office an email. Just don't understand what harm it would have done - especially as husband was eyeing up some of their not cheap jumpers for me as a possible Christmas present.

OP posts:
catsmother · 12/12/2013 09:50

Murder - can honestly say that I've never had an issue making either a straight swap for a non faulty item of clothing, or getting a credit note instead. Maybe I've just been lucky - but, for example, have often done this when family have sent the wrong sized clothes for my kids at Xmas. Off the top of my head, have done this at Next, Debenhams, BHS, Gap, and H&M no problem.

Unbeknownst to me I took back a present of a child's dress to Next which turned out to be last year's stock ..... they did, however, give me a credit note for its sale value which was fair enough I thought. If it's current stock, I think a refusal to swap is incredibly mean.

liquidstate · 12/12/2013 09:54

Can't you just take it into another branch without receipt and say your DM bought it for you recently as a present not realising you had lost so much weight and could you swap for the smaller size?

I think its the fact you have had it for months which is the problem. The shop doesn't know if the dress has been worn or stored in a house with smoking occupants etc. so they probably have to say no outside of the return time (which you have exceeded).

Original poster
BlingBang · 12/12/2013 09:56

Liquid state - so devious but I like it and might do that, definitely worth trying.

OP posts:
liquidstate · 12/12/2013 10:02

I have done it before! So long as the dress is current stock and in perfect condition with tags etc. Sometimes a white lie is needed to get past the red tape.

I also buy things again when they are reduced and return them using the full price receipt. Blush So long as it is within the return time and in good condition...

LastOneDancing · 12/12/2013 10:06

Would it work to buy the smaller one and return the bigger version with the receipt?

I don't know if the till would know the difference or if the size is on the receipt?

MPB · 12/12/2013 10:09

I wouldn't have asked them I'd have taken it back and said 'I bought this last week and it's too big can I exchange it please?'

Original poster
BlingBang · 12/12/2013 10:09

lastone - see rather than me just ranting, you are all coming up with excellent ideas. That might work too, wonder if anyone who works in the industry would be able to say if that might work or if all receipts tally to that particular item.

OP posts:
Original poster
BlingBang · 12/12/2013 10:11

MPB - I was too honest, what can I say - I need lessons to me more devious. I just didn't think it would be a problem.

OP posts:
ViviPru · 12/12/2013 10:12

Would it work to buy the smaller one and return the bigger version with the receipt?

I've done this before loads of times

failing all the above, tweet them. Make sure you hastag their brand name. I've found recently that retailer's customer services are MUCH quicker to respond favorably on twitter than any other form of communication as it's so public.

nancy75 · 12/12/2013 10:13

Receipts usually show the size. If a company bring out the same dress over more than one season the new season will often have a different code to the old one.

I do think yab a little U Op, if a buy a dress I don't expect it to have been sitting in someone else's wardrobe for months beforehand.

jigsawlady · 12/12/2013 10:15

I imagine its because you bought it so long ago. If its just an exchange you're after they'll probably do that without a receipt so go back without the receipt and say you bought it in the wrong size last week.

roses2 · 12/12/2013 10:15

I think the bar code on the receipt specifies the size so you are better off taking it to the shop when a different staff member is working and say "I got this as a gift but it's the wrong size, can I change it". The shop don't lose out as they are selling the same dress at the same price and you don't lose at as you are getting a dress that fits.

ChunkyPickle · 12/12/2013 10:15

Try to drop in that it was bought as an early Christmas present - lots of shops are more lenient around Christmas because they know people will have been given unsuitable things.

Annianni · 12/12/2013 10:15

Definitely go in another branch and say it was a gift.
But do it quickly before the sale starts.

Original poster
BlingBang · 12/12/2013 10:16

nancy - that's fair enough, I was partly hoping folk would say I was BU so that I would stop seething and huffing. Now I'm planning a plan of attack!

OP posts:
Original poster
BlingBang · 12/12/2013 10:18

jigsawlady - is that a hobby or possibly a place of work, could be useful!

OP posts:
Spaulding · 12/12/2013 11:52

I work in a shop and it is a goodwill gesture to offer refunds or exchanges on non-faulty items. However it's always been policy to refund within a month or exchange after that. I've had a customer come in to exchange a pair of jeans she found in her wardrobe, tags still on, obviously unworn, no receipt. The brand was years old and they turned out to be worth £3, so she got £3 off her exchanged item. We also allow customers to return unworn items if they've gone down in the sale, providing the have the receipt, and buy them back straight after at the reduced price. It's called good customer service! If you have no luck at another store then make a call to customer services. They're usually a lot more likely to say yes and keep the customer happy. We've said no to dodgy customers before only for them to come in a few mins later with a reference from customer service authorising the refund! Frustrating for us but CS wants to keep customers happy even if they are trying it on!

PrimalLass · 12/12/2013 11:54

Not LK Bennet is it?

Original poster
BlingBang · 12/12/2013 12:41

No, Jigsaw.

OP posts:
PeterParkerSays · 12/12/2013 12:54

was it bought after 10th November? They have a decent returns polciy for Christmas.

Caitlin17 · 12/12/2013 13:25

YABVU. a few months ago? I'm surprised you had the nerve to ask.
Take it to a dress maker.