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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to think the service from this shop was not only bad but also rather gross

64 replies

DanNickBen · 26/07/2016 22:25

Loooong time lurker first time proper poster. Would really like to know what you all think?

So I purchased some new in ear earphones from a large long running well known cd/dvd shop last week (don't think I can name the shop here) and immediately discovered they were not working properly, they kept cutting in and out whilst using, not a lot but definitely in a noticeable way when walking whilst listing to music with my phone in my pocket.

I mananged to find the time yesterday to return them to a different branch so went in to return them and the first person I went up to said that's fine but she will have to test them, she then proceeds to put them into her ears and listen to some music

I immediately thought umm that's a bit gross but let her carry on as I just wanted the refund. She then goes over to another member of staff who does the same and they wiggle the cable whilst listening, then they finally come over to me and tell me they do work (!?)

might just need to point out now these are the in ear earphones, the type that you full on wedge into your ears so definitely not hygienic to share.

Immediately I just say 'they don't work' and stress the problem is not consistent but he just continues to say they work and tries to get me to listen whilst he plays music (after they have been in both staffs ears)

So I get a manager over who proceeds to do the same, yes puts them in his ears and listen to some music whilst shaking the cable a bit, he then says he can't see a fault so won't be refunding them.

So I am left with a pair of earphones less then a week old which have been in three strangers ears and certainly do not fully work.

They certainly do not fully work, I tested them on two music players on two days.

So AIBU to think the service from the shop was poor as testing them in this manner was not adequate and expecting a customer to take back a pair of in ear earphones after 3 staff members had put them in there ears is just plain gross?

OP posts:
TattyCat · 26/07/2016 23:27

Ditto to not sharing DP's earphones. I just can't. He's lovely 'n' clean and all that, but it's just a bit...ewwwww...

Original poster
DanNickBen · 26/07/2016 23:28

Ah so just to confirm they were wiggling the wire to test if they could hear them cutting out or not as I advised them it sometimes cut out whilst they were connected to my phone in my pocket while walking

OP posts:
Original poster
DanNickBen · 26/07/2016 23:30

MsJudgemental

A refund but to be honest I would have taken a replacement, maybe same brand same price different model. I would take the same model but would feel like a idiot going back if those didn't also work so wouldn't want to risk it

OP posts:
Original poster
DanNickBen · 26/07/2016 23:32

agentmarmalade

How does one do a formal complaint as oppose to just a normal complaint? If I send a letter will that make it a formal complaint?

OP posts:
TattyCat · 26/07/2016 23:32

Umm... are you sure it's not the connection to your phone? It could be the jack socket in your phone. Have you tested another pair?

Original poster
DanNickBen · 26/07/2016 23:33

TattyCat

Yes I tested them in both my personal and work phone. I actually brought them as a spare pair for work for when I have conference calls but was using them on the first day to listen to music on my personal phone

OP posts:
VioletBam · 26/07/2016 23:46

It's disgusting! Speak to head office.

Italiangreyhound · 26/07/2016 23:54

If the ear phones worked why would the Op be trying to change them! of course they did not work or no sane person would be changing them.

The customer is always right.

Write it head office. What a total crappo shop. Hopefully they will sort it out and you can never shop there again!

VioletBam · 27/07/2016 01:06

Exactly! OP I would have stood my ground and been vocal about not wanting those earphones back anyway!

I would have said "There's no point trying them on and saying they work...because they don't ALWAYS work. I want another set"

Repeatedly.

LellyMcKelly · 27/07/2016 01:37

That's gross. No way would I want to wear them again. I'd be surprised if that was even legal.

KoalaDownUnder · 27/07/2016 05:45

That's disgusting.

I don't understand why shops shoot themselves in the foot like this. They're a cheap item. For the customer goodwill, surely it's worth just replacing them.

I'd take it up with head office, OP, because those headphones would now be no use to me (even if they worked).

microscope · 27/07/2016 06:10

i dont share earphones because they get grimey and some people dont clean out their ears!!!

off the point but ears don't need cleaning out. cotton wool buds do huge damage

CatNip2 · 27/07/2016 06:18

Surely the shop get their money back from the manufacturer anyway. I returned my 4th Fitbit in six months to Currys this week, changed no issue.

Amelie10 · 27/07/2016 06:21

Yanbu, that's gross!

KoalaDownUnder · 27/07/2016 06:29

CatNip2, yes, they do.

And the manufacturer generally couldn't give a toss, as they're already selling bulk amounts of something made in China for 50p per unit to the retailer for £6. (Just made the amounts up, but you get the principle).

People on mumsnet get outraged about refunds (and the word 'entitled' gets thrown around a lot). But in the case of a mass-produced consumer item sold at a huge markup by a chain store, it's silly. The brand reputation and goodwill is far more valuable to both the retailer and manufacturer. Often, the individual who won't process the refund is just being pig-headed.

Original poster
DanNickBen · 27/07/2016 07:13

Ok I've done a letter which I will post but I'm thinking of also emailing it to the CEO as surely you would want to know if such unhygienic poor after care service is happening in your company? I would anyway

I think I've found their email address

OP posts:
Original poster
DanNickBen · 27/07/2016 07:20

Ah no I can't find it actually. I'll just post the letter

OP posts:
DesolateWaist · 27/07/2016 07:22

I have had to return to sets of headphones to the same store.
Both times they simply took my word for it and the first time exchanged and the second time refunded.

ChaseAvenal · 27/07/2016 07:30

Surely the shop get their money back from the manufacturer anyway.
Exactly, this is why most shops will take the customers word for it. We have a special returns process for items £100+ or certain product categories which means we have to test the fault before we can get the money back from the manufacturer, and that leads to enough verbal abuse. I don't think I could cope if we tested everything!
But if it's the retailer I'm thinking of, they are pretty awful with returns.

stayathomegardener · 27/07/2016 07:32

DD had problems with her Bose (big shout out) headphones and took them into store.
First thing they did was get a fresh set of rubber covers and swap them before putting them in their ears.
Do yours have removable covers as I assume this would be industry best practice.

Original poster
DanNickBen · 27/07/2016 07:56

Yes removable earbuds which they definitely didn't change before using them.

Weird thing is I brought them in my local town store but tried to return in a central London store. I have a feeling for some reason I wouldn't get the same issue if I just went to my store. I could still try there I suppose actually

OP posts:
Memoires · 27/07/2016 10:46

If you'd taken the same make, model, as an exchange and they had the same fault, then you are proving that the fault exists, so have no worries about doing that if there's a next time.

I hope your letter has an effect. Do name and shame if it doesn't result in at least a better pair!

Memoires · 27/07/2016 10:48

Try your local store. I suspect that the London people are more used to customers 'trying it on' and are more jaded and cynical and suspicious.

I apologise to retail employees if that's me being a twat. I'm afraid that's how it was 30 years ago.

Whinyleonard · 27/07/2016 11:08

YANBU and sorry that the first post is so bitchy. Like you are some kind of loon or worse, trying to start a bun fight about ears. FFS.

BreakfastAtSquiffanys · 27/07/2016 11:19

Give them a clean with wipes, then take them back to local shop.
If they go to put buds in ears, ask them not to.

(my phone autocorrected to "clean with wines!)

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