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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect a refund?

147 replies

Kai1977 · 28/09/2017 12:46

I bought a top from Zara a week ago, got it home to find a buttonhole was damaged. I can't find the receipt but the amount shows on my credit bill.

Zara will only offer an exchange. Does the credit card bill not count as proof of purchase?

OP posts:
TheHungryDonkey · 28/09/2017 17:59

Shop policy and being amenable doesn't come into this. The law is the law, though shops do try to wiggle around it.

Ttbb · 28/09/2017 18:05

They should be able to look up your receipt though...

Scoobydoobydont · 28/09/2017 18:12

You don’t want an exchange because it’s clearly poor quality, yet you have no idea what was done to it or who by? A kid could have swung from it for all you know.

This is bonkers and is why I am very glad I don’t work in retail. If you had it a week how do they know you didn’t break it trying it on?

And then spending time stressing about it and researching if they legally have to take it back (when YOU lost the receipt). Jesus Christ on a bike

27yorkshiregirl · 28/09/2017 18:13

Look at The Sale of Goods and Services Act

Original poster
Kai1977 · 28/09/2017 18:25

Thanks all.

Scoobydoobydo I put it on, tried to do it up and the loop was broken so I couldn't do the button up . The loop is a thin elastic string and a pearl button should go through it so I reckon they just aren't strong enough for the job, it's delicate so you'll have to take my word for it I guess. Mistakes happen, I lost my receipt, why is it wrong to come on here for advice especially as the law covers situations where you no longer have your receipt?

OP posts:
Original poster
Kai1977 · 28/09/2017 18:29

Now I know what to look for it is easier to find info. This is from Moneysavingexpert Raizel

When goods are faulty, if you try to return them within six months then the shop has to prove they weren't faulty when you bought them.

OP posts:
nancy75 · 28/09/2017 18:36

The reason shops want a receipt is that you could have bought the top for a pound on eBay & bought it full price in the shop, you could then bring 1 back using the receipt & get a full price refund and then take the eBay 1, say it's faulty and want refund just from the bank statement.
In this scenario you can also swap bought from eBay with stole from shop.

Raizel · 28/09/2017 19:03

Kai1977

Now I know what to look for it is easier to find info. This is from Moneysavingexpert Raizel

When goods are faulty, if you try to return them within six months then the shop has to prove they weren't faulty when you bought them.

I'm well aware of that. Ok.

You customer : Hello good sir I purchased this item from your good self when I got it home it was damaged.

Me the shop owner: I'm very sorry my good lady would you like to show me the item in question.
(Inspecting item)

Well this damage could have been done anytime, I've never had one of these damaged like this before look at the rest of my stock none of them they are all in fine fettle.

You customer: well I don't really think that's fair a dastardly customer good have damaged it.

Me the shop owner: hmmmm didn't you check it before you took it it was hung up the damage would have been obvious.

You customer : No

Me the shop keeper: well that's a bit strange but ok what day were you in? Ahhh Wednesday you are in luck my fine woman Hibernious was on the tills all day on Wednesday.
(Invites Hibernious across)

Me the shop owner:
Hibernious my dear employee was this broken when you sold it.

Hibernious: definitely not your worshipfulness.

Me the shop owner: well my colleague said it wasn't broken and I will have take their word over yours as I trust my staff implicitly and they are an eye witness after all. You are very welcome to contact head office and citizens advice but my good women I must bid you adieu.

I would imagine a conversation something like that. Good luck.

FannyTheFlamingo · 28/09/2017 19:10

It would be appalling customer service to accuse a customer of breaking an item then asking for a refund. Yes it does happen, but its basic customer care not to go down that route. They should absolutely honour a refund for a faulty item.

nancy75 · 28/09/2017 19:13

Why should they always offer a refund? Without proof of purchase the item could have been stolen or purchased through a third party. In both cases the retailer has not had the money in the first place so there is no money to refund.

Longdistance · 28/09/2017 19:16

Zara's refund policy is shit 💩

I don't shop their anymore,

Amanduh · 28/09/2017 19:17

It's inside 30 days and not fit for purpose. You don't need a receipt, just proof of purchase eg a credit csrd statement. You are entitled to a full refund.

It's absolutely NOT their 'choice' to refund you or not, it's the law.

TestingTestingWonTooFree · 28/09/2017 19:19

Don't accept a credit note, you should have a refund to your original payment method.

RunningOutOfCharge · 28/09/2017 19:21

There’s no proof of purchase here

And yes! Yes the retailer does get to choose to either repair/exchange/refund....they have offered an exchange in the absence of ‘proof’ of purchase

Raizel · 28/09/2017 19:22

FannyTheFlamingo - You do realise right that if every shop offered a refund for everything and questioned nothing they would go out of business right?

I love giving great customer service but I won't be made a mug of by customers who have lost their receipt and decided to break the item because they want a refund.

It's nothing to do with bad service I have every right to call a customer out on it if I suspect they are trying to defraud my shop out of money.

The customer is definitely not always right!

Inertia · 28/09/2017 19:23

Consumer rights act 2015 is the one you need to refer to. You can reject an item within 30 days if it is not of satisfactory quality, not fit for purpose , or not as described. In this case you are entitled to a full refund.

Original poster
Kai1977 · 28/09/2017 19:25

Yes thank you all.

I think the point is, as some have already said, it doesn't matter what we all think Zara should do. The law says (now you have all helped me look into it) I don't need a receipt and that it is up to them to prove it wasn't damaged when it left the shop.

Raizel A shop assistant's word is not enough to count as proof, that is just one word against another. I would assume they'd need some kind of photographic evidence or something like that.

Obviously I will check things more carefully in future but I buy a lot of things without checking until I get home and this has never happened before.

Thanks again

OP posts:
nancy75 · 28/09/2017 19:27

From the govt website

You can ask the customer for proof that they bought an item from you. This could be a sales receipt or other evidence such as a bank statement or packaging.

The retailer gets to chose what is satisfactory proof of purchase, Zara want a receipt as is their right.
Anyone that has ever worked in a shop will know that the idea of just giving a refund for anything without any receipt is ridiculous - people would nick stuff, break it and bring it back ( it already happens all the time)

Raizel · 28/09/2017 19:30

Kai1977 - Yes because a shop takes photographs of everything they sell.

Of course the shop assistants word is proof. Your accusing the store assistant of selling faulty goods of course what the shop assistant has to say counts.

Raizel · 28/09/2017 19:31

Thank you Nancy I've been trying to explain this for half the day lol.

RunningOutOfCharge · 28/09/2017 19:31

nancy yes you are bang on

Remember though, this is mumsnet.

Sara107 · 28/09/2017 19:39

Contact their customer services and try to sort it out by phone or email rather than having a stand up with an assistant at the till.

JudgeJodie · 28/09/2017 19:43

I read the consumer act as the onus being on the retailer to prove it wasn’t damaged not the customer. And also that they must accept proof as presented regardless of if it would be inconvenient for them to clarify further. It is very possible to pin a transaction down to a shop/date/time it just may not be instant. However in this case, with tags on and a statement they would be very foolish to refuse a refund.
I would always try catching flies with honey before shit, but ultimately if I had to go down the kicking off/social media route I absolutely would.

I appreciate the different views on here from people who work in retail and deal with some less than genuine people, however the law is very clear and I would think that although designed to protect the consumer in some instances would of course enable the dishonest. A price I’m willing to pay to have clear consumer rights.

verystressedmum · 28/09/2017 19:50

You don't need a receipt for faulty items you just need proof of purchase which is a bank statement.
The shop cannot choose to not accept the proof of purchase just because it decides not to!