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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU thinking a shop could give store credit for a faulty item?

95 replies

DinosaurTrain · 10/01/2015 14:10

I bought item. Used my card.

Item is faulty. Shop agrees item is faulty...

DH took it back to shop for me as can't get to store before 28 days is up myself, so said ask for store credit...
But won't refund for store credit??

Because they need a signature that matches my card I paid for it with?

Are they being deliberately awkward or perfectly within their rights?

Nothing I can do as DH has accepted what they said and left store, I'm just annoyed at losing money on a faulty item

OP posts:
grocklebox · 10/01/2015 20:21

if you have chip and pin why are they looking at the signature at all?

Original poster
DinosaurTrain · 10/01/2015 20:27

I'm not sure... I haven't even actually signed the card Blush but it wasn't with DH anyhow when he was requesting a credit note. He just had faulty item and receipt

OP posts:
dementedpixie · 10/01/2015 20:27

They need to match the card number not the signature

HairyPotter · 10/01/2015 20:29

So do you still have the faulty item? I can see no reason for them not giving you store credit. A cash refund would usually need the original card to put the refund back on though.

What did they actually offer you? I wouldn't be happy if it was duff and I could provide a receipt and they didn't refund me somehow.

dexter73 · 10/01/2015 20:30

Is it something to do with fraud? The person returning and asking for store credit could have nicked the bag from someone so they only refund onto the card so that thieves don't benefit from nicking peoples shopping and returning it for credit. Bit long winded but I hope you can see what I mean!

Original poster
DinosaurTrain · 10/01/2015 20:40

I suppose that could be the case... Still annoying and offensive but I guess that theives come in all packages.

I feel a bit annoyed that I as a white woman never had a issue but black DH is refused... Probably nothing to do with race but I feel suspicious paranoid now

OP posts:
Original poster
DinosaurTrain · 10/01/2015 20:49

Hairypotter all I was offered was to come back with the card myself and they would refund (DH had already explained he was returning for me as I couldn't get there and I was happy with a credit note)

OP posts:
Eltonjohnsflorist · 10/01/2015 20:49

I don't really understand a lot of these replies; isn't OP saying she didn't want a refund, she has requested store credit? So why would they need the card? Store credit is usually given in the form of a gift voucher card or credit note. It's far preferable again as they don't lose the money or the customer

I absolutely can't see why they wouldn't give it to your DH

debbriana · 10/01/2015 20:50

The problem is definitely not the store credit. If you wanted the money back on your card they should be able to refund it. It does not have to be within the 28 days. It's damaged not the wrong size.

Original poster
DinosaurTrain · 10/01/2015 20:50

Yes eltonjohn that's exactly the case... And why I'm not understanding it either

OP posts:
dementedpixie · 10/01/2015 20:52

but they could get store credit and then spend it straight away, so the store has to guarantee the correct person gets the store credit/money in the first place. If she goes back when she can with the card used to pay for it then the store will refund/give credit at that point.

Original poster
DinosaurTrain · 10/01/2015 20:52

I didn't want the money back on card... Thought store credit was totally fine, until it was refused. Now a bit baffled as to why

OP posts:
dementedpixie · 10/01/2015 20:54

it is the card not being present that is the issue - they need to see that the correct person is refunded, whether that is back onto the card or store credit. Store credit is much the same as cash and in most cases can be used straight away.

LittleBearPad · 10/01/2015 20:54

I very very much doubt this had anything to do with race Hmm.

Refunds have to be processed back on to the original card. As the item is faulty there is no need to take it back within 28 days.

Original poster
DinosaurTrain · 10/01/2015 20:55

It just doesn't seem any different to a person who returns without a receipt, and they are happy to give store credit to... For all they know the person could be returning a shoplifted item

This was my DH, with receipt, with his own bank cards/ID etc who could fairly quickly prove he is in fact my DH and hadn't robbed my shopping

Anyhow if they're within their rights then nothing I can do - but feel miffed

OP posts:
chipsandpeas · 10/01/2015 20:55

the contract is with you not your DH thats why they wont do anything for him

LittleBearPad · 10/01/2015 20:55

You could have given your DH your card and pin.

Eltonjohnsflorist · 10/01/2015 20:55

They have the item and proof of purchase. It makes no sense to say the credit might go to the wrong person. The credit goes to the person who returned the item.

I would call their customer service number and complain dinotrain

dementedpixie · 10/01/2015 20:56

but he could have used the store credit straight away so it is no different to giving cash out - they need to know the purchaser has got the money back.

It is the same when you collect items purchased using a card - they always check the card number before giving it out

dementedpixie · 10/01/2015 20:57

but the contract is with the person who used their card, not some random person who turns up with the item and receipt.

PancakesAndMapleSyrup · 10/01/2015 20:58

Cant you just give dh the card to ge refunded back onto? With your pin number?

Eltonjohnsflorist · 10/01/2015 20:59

But that doesn't happen-they don't ensure the purchaser is the one who gets the non faulty item. if you exchange an item you just swap them, and store credit is the same. Walk in with one item, swap it for another after showing proof
Of purchase. I have never been asked for the card unless receiving a cash refund back Onto it.

AngelDreams · 10/01/2015 20:59

I doubt its to do with racism, he didnt have your card OR the receipt....

Original poster
DinosaurTrain · 10/01/2015 20:59

Actually DH also collected items from mothercare for me today (next door to this store) without my card, but again with receipt (Id paid for on card) and they had no problem at all giving them to him - maybe not the case everywhere but there was no concern over it with them

OP posts:
Original poster
DinosaurTrain · 10/01/2015 21:00

Angeldreams he DID have the receipt. Not my card though

OP posts: