To think I shouldn't have to pay?

[pinipol]

Bought a coat from river island and it was £90 but they had a offer spend over £80 get £15 off so took it down to £75.
I bought a size 8 but after trying it on with thick jumpers it was a bit tight.
Took it back to the shop to swap for a size 10 and they said that's £15 to pay
I asked why and they said the offer finished at midnight.
So I had to pay £15 !
Bit ridiculous?
It was the same item just a different size.

they should have honoured the deal as you were doing a swap not asking for a refund!

They were not obliged to exchange it.

Like for like swap imo

That’s weird. If you had wanted to return it for a refund I bet they wouldn’t have given you £90.

I think that's bad customer service considering you were exchanging it

Legally I don’t think there is anything wrong as there is no obligation to exchange if not faulty I believe

Morally they probably should have

It's annoying as I only got it as there was a offer on.
I didn't dare refuse to pay the £15 so just paid but now I'm home I'm thinking of returning it.

hat’s weird. If you had wanted to return it for a refund I bet they wouldn’t have given you £90.

This with bells on. 🛎

On an unrelated note OP, are you familiar with the Twittersphere?

I'm on Twitter yeah.
I actually tweeted RI and they said exactly the same ...you will need to pay £15

Go to another river island store

If you had wanted to return it for a refund I bet they wouldn’t have given you £90

That's a good point - the same reasoning of the offer having expired should apply in both situations or none, imo.

If a store advertises that sales are returnable then they are obliged to accept a return or exchange for any reason, aren't they?

If I were you I'd have told them to forget it and just kept the 8 to wear on days when a really thick jumper wasn't necessary.

It was a padded coat I bought so I will probably only wear it on days when it's freezing.
The 8 did fasten but felt slightly tight.

I did exactly the same thing at White Stuff and they gave me the discount as it was the same product just a different size. I would say it is bad customer service.

Take it back, you make a fiver (and a point)!

Pretend you’ve lost the receipt / say it was a gift and then just swap it - they won’t know how much you paid for it

*If you had wanted to return it for a refund I bet they wouldn’t have given you £90

That's a good point - the same reasoning of the offer having expired should apply in both situations or none, imo. *

That's not correct logic. A refund will reimburse the money spent, which is proven by the receipt. That's why if you don't have a receipt they only ever give you back the lowest sale value because you can't prove you bought it for more.

In this scenario I suppose they have to scan the 8 back into stock and the 10 out, and their till wouldn't put through the replacement coat at the lower value. However I think they should have done it for you as goodwill (assuming you had a receipt, you don't say if you did).

I would have exchanged it but not given them the receipt to do so. So you’d get a credit note.

And it tends to be the current selling price rather than lower in that situation (I’ve done it a few times In other stores).

Whenever I’ve had to swap something bought on offer the shop have always honoured the offer. RI are just tight.

I’d prob return it from annoyance.

True, Haggis, especially in this case because the offer was based on the spend rather than the product. Subject to abuse if you buy a load of stuff to get up to the limit and then return most of it for credit!

They have treated it as a return (at a value of £75) then a purchase of £90.

They have no legal obligation to take back things which aren't faulty. What they have done isn't great customer service but is on the right side of the law.

Marks and Spencer also do this so I just take it back with no receipt, get a credit note and re-buy or else you lose out on the offer if you buy the wrong size

I used to honour discount for change of size but not if they were buying a different item.

Dreadful customer service. I would take it back and go elsewhere, permanently.