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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To wonder what the point of gift receipts are if the original purchaser has to return the item?!

47 replies

Onelittlebugbear · 09/01/2014 13:26

My aunt bought dh a jumper from Debehnams for Christmas, we don't see her that often as she lives about two hours away so she had enclosed a gift receipt.

The jumper doesn't fit so I tried to take it back today with the gift receipt - it was purchased on the 21st December so within 28 days.

The till woman refused to either give back the money or give a gift card! She said that the original purchaser needed to go in to have a refund back on to the original method of payment (I assume card). She said she could only swap the item (cost £29.99). How can this be true?! We won't see my aunt again for a little while so unless I post the item back to her we are stuck swapping the item for something else in the next couple of weeks as if we leave it any longer the receipt will expire. I asked about having it on a gift card as at least that will give us a bit longer but she said no, only an exchange.

How can this be?! I've got the receipt, it's within 28 days and they must know that the original purchaser won't be there with the gift receipt else what is the point of them?! You may as well just give the item back to the giver for them to return and not bother with the gift receipt.

I'm really cross. I'm sure I've had gift receipts for other places and they've either refunded the money or given a gift card?

OP posts:

newyearhere · 09/01/2014 14:22

They should make it clear when providing gift receipts to the buyer that it will only be them who's allowed to return it.

HesterShaw · 09/01/2014 14:27

Isn't it so you can swap the item or get gift vvouchers to the same value as was paid for the item rather than it's current possible sale price?

notso · 09/01/2014 14:28

On the website it says purchases made between 15th October and 24th December can be returned up until 31st Jan. Other refund T&C's apply.

HesterShaw · 09/01/2014 14:28

I.e yes, I would have thought she should have put it on a gift card. This seems unusual.

sashh · 09/01/2014 15:24

How can they not give a gift receipt or a refund?

To stop money laundering.

Person A buys something on a stolen credit card.

Person B (or even person A) returns it for cash or a gift card - the money is now un traceable. If the credit card is not stolen then the person has got cash from their card without paying the advance fee.

This was also a similar method to something I heard of used to do in my teenage years when someone wanted cash before pay day. Go into a shop, pay by cheque and then return it the next day or the same day in some shops and get cash. The cheque would not clear until after pay day.

The shop's contract is with the person paying and they only have to refund if it is faulty.

Many shops will let you bring things back within a certain time but they don't have to.

Gift receipts are for exchanges not refunds.

If the item doesn't fit and there is no other problem with it then why do you need cash back anyway.

Original poster

Onelittlebugbear · 09/01/2014 15:25

Well I'd settle for a gift card!

OP posts:

Original poster

Onelittlebugbear · 09/01/2014 15:26

Then dh could have a look and use it online. He very rarely gets chance to go to the shops and there would be much more choice online anyway.

OP posts:

crazykat · 09/01/2014 15:44

My dad works in debenhams and they should give a gift card or be able to order the size you need as long as its in stock.

Definitely go back and ask to speak for a supervisor or manager if they won't give a gift card.

mummytowillow · 09/01/2014 16:02

I work in retail, refunds are a goodwill gesture unless item is faulty.

But I think she may be confused, if you have gift receipt I'd have thought you would be given credit receipt or gift card.

Email their customer services or call Store Manager.

ladypete · 09/01/2014 18:39

Sorry I think YABU. I have always been aware that with a gift receipt you can only exchange. Only the original purchaser can get a refund or gift card (as retailers class gift cards as cash)

Notawordfromtheladybird · 09/01/2014 18:49

I was buying a coat for DH at a dept store and didn't know if the size would fit. I specifically asked the sales lady if I had to be present if I needed to return it as it was going on my card or should I go get cash. She said it didn't matter as they don't so cash refunds on sales items and they would refund it on a gift card.

I'd try them again.

CrestaRun · 09/01/2014 19:04

I returned an item to M&S with a gift receipt and they refunded onto a gift card.

You can't get a refund with a gift receipt, but you can exchange or have a credit note/gift card. That's the whole point of a gift receipt - to enable the recipient to exchange/swap if the item is not to their taste without having to involve the purchaser!

ladypete · 09/01/2014 19:14

That's the whole point of a gift receipt - to enable the recipient to exchange/swap if the item is not to their taste without having to involve the purchaser!

That's exactly right Cresta, but lots of retailers class gift cards as cash (something to do with not having unaccounted for credit floating around with no idea as to when it will be cashed in) so an "exchange/swap" would mean exactly that. This does if course vary from store to store but that is my experience/knowledge.

I may have missed this, but are there any terms printed on the back of your gift receipt OP?

londonrach · 09/01/2014 20:24

Dh took back some pjs from my dm for him as i was at work and couldnt do it. Lady at m and s gave me a scrappy piece of paper with the amount on. My dm had put a gift receipt in with it and i fully expected the money to be put on a gift card if nothing else. He loose the scrappy piece of paper. I emailed customer services and they said thats normal. If thats the case i will never get a gift receipt. Cant see why the money cant be put into a gift card... Silly way to run a business!

TeacupDrama · 09/01/2014 20:30

by law a company do not have to refund unless faulty however of you offer other terms they apply without affecting statutory rights
if the offer gift receipts they have to honour them but it is exchange or (gift card if not in stock) not cash the companys terms must be visible and adhered to, I would ring store before making another trek into town

Original poster

Onelittlebugbear · 09/01/2014 20:38

uk.ask.com/question/what-is-the-debenhams-refund-policy

I found this, it is kind of what I thought should happen, if it is right.
There isn't any information about gift receipts on their website.

The back of the receipt says refund or exchange within 28 days, although front gives extended date of jan 31st.

OP posts:

CrestaRun · 09/01/2014 20:54

I think you need to speak to Debenhams Customer Service and ask them OP!

londonrach - how weird that M&S didn't give your DH a gift card; my local M&S did without question & then I bought my Xmas food with it! (was an expensive item I returned).

londonrach · 09/01/2014 21:44

I know cresta. He was surprised as well and asked but was refused to hence my email. Im not working tomorrow so taking the piece of paper in to try and buy a gift card as less chance of losing it. 25 pounds is alot of money to lose! Probably use it on food!

IneedAsockamnesty · 09/01/2014 22:00

If you soak a supervisor even if you have asked in advance they may be slightly less inclined to assist you.

CrestaRun · 09/01/2014 22:22

sashh · 10/01/2014 04:11

please soak the supervisor, and pics please

WitchOfEndor · 10/01/2014 10:43

I took some trousers for DS back to Boots with a gift receipt and the girl said that they had gone half price in the sale so that's all she could give me. I pointed out that I had a gift receipt dated before the sale started (pre Christmas) and she said that the gift receipt didn't guarantee the price! I knew that was bollocks having worked in retail so I asked to speak to a manager, she went off and when she came back said they would honour the pre sale price this time. What's the point of a gift receipt if it can't guarantee you can get a replacement to the value the item was originally bought at?

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