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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU to think I should be able to exchange a present without the retailer insisting on telling the person who bought me it, 'due to GDPR'?

91 replies

SonicVersusGynaephobia · 27/12/2018 17:18

This must be a common scenario.

A relative gave me a Christmas present of an outfit. It is the complete opposite of anything I would ever wear. It was far too expensive to shrug off as 'one of those things' and shove it in the wardrobe never to see the light of day.

There are plenty of things from the same retailer I like and would wear. It was purchased online. So I contacted them and asked if I could exchange it.

No problem, they said. However, they will need to email the person who bought me it and tell them I'm exchanging it.

Shock

Which I really can't do - they will be really offended because they thought it was gorgeous and the very last thing I want to do is upset them Sad

I asked why and was told its an automated email which goes to them. I pressed further and was told it was a shipping email and they can't stop it. They said they 'have to' tell the gift-giver because they are the original purchaser and this exchange would be 'activity on their account' and under 'GDPR law' they have to tell them.

I asked if I could just do a straight swap of it in the shop (rather than return it via online), they said no because it was purchased online, only things purchased in the shop can be exchanged in store. I said if there is no receipt, how would they know where it's purchased? They said they can only do it in a shop with a receipt. (this also seems weird)

Surely this is not right that they "have to" tell for an exchange? If I wanted a cash refund then fair enough, but I just want to swap them. If the purchase was made in-store then they wouldn't be able to contact my relative (unless they made them give their email at the till, I guess), so that argument that they 'have to due to GDPR' doesn't make sense to me, as surely it would apply regardless of where it's purchased (and I haven't heard it does?)? I also explained that I don't want my information shared with my relative in this shipping email and I don't give my consent for this, but they weren't interested Hmm

Are gift vouchers in exchange, or a quiet swap of presents no longer allowed?

I can't sell it, as I don't think anyone else would wear it either. It's for a very niche taste.

I think the GDPR thing is a fob-off, but I am at an impasse as they are saying they can't do any exchange without notifying relative.

Please, can anyone help me?

OP posts:
SimplyPut · 27/12/2018 17:19

Where is it from?

Littletabbyocelot · 27/12/2018 17:24

I'm not convinced they have to email them and tell them or why they can't accept it in store but if they exchange the item online then it is activity on your relatives account. They are entitled to ask for all information about their account which would include this - so even if no email was sent they could still find out randomly at a later date.

Original poster
SonicVersusGynaephobia · 27/12/2018 17:24

Boden

Hope my relative isn't a MNer.

OP posts:
JacquesHammer · 27/12/2018 17:26

Well given Boden are still emailing me marketing nonsense after I opted out I think they’re very unclear about GDPR anyway!

I would be very surprised if it wouldn’t sell though. Boden has a pretty good resale value.

ADastardlyThing · 27/12/2018 17:27

Of course the exchange has to be logged on to the buyers account Confused. They have no idea if you are telling the truth and would need to keep track of orders/returns in case there are any further issues, faults etc

FlossieTeacakesFurCoat18 · 27/12/2018 17:28

You could try eBaying it? If your relative liked it, somebody else might...

Original poster
SonicVersusGynaephobia · 27/12/2018 17:29

so even if no email was sent they could still find out randomly at a later date.

I'd be willing to take that chance. But I don't want them told automatically after I pretended I I thought it was nice Blush

OP posts:
boringlyboring · 27/12/2018 17:29

How would they even know who purchased it though? Unless the item was the only one purchased in the whole range I guess.

eightoclock · 27/12/2018 17:30

I feel your pain. A relative bought me a coat last year, cost 220, was the wrong size as well as being awful. Eventually I gave it away. I would discuss with said relative if at all possible. (too awkward in my case and they no longer had receipts anyway)

Thadeus · 27/12/2018 17:30

What does the returns/exchange policy say?

travailtotravel · 27/12/2018 17:31

Oh this is absolute bollocks. Can I suggest you try again tomorrow and see if you get a different answer? If not a very strongly worded email to Johnny is in order telling him that this is preposterous and absolutely not the case for GDPR. It may be that they don't want to take exchanges and that's fine and their perogative, but to hang it on GDPR is like saying health and safety ...

EhlanaOfElenia · 27/12/2018 17:31

Just say it didn't sit right when you tried it on, which was such a shame because it looked so nice (!), so you had a careful look online and swapped it for something that you thought would sit better on you.

MrsHarveySpecterV · 27/12/2018 17:31

Could you tell your relative that it doesn't fit you and exchange it that way?

SimplyPut · 27/12/2018 17:33

I would go with doesn't fit.

UhUhUhDennis · 27/12/2018 17:33

Just be honest with your relative - it doesn't suit me even though it was gorgeous on the hanger are you ok if I exchange it? Simples.

travailtotravel · 27/12/2018 17:33

The other option - is there a button missing and you just noticed a mark that you can tell your relative about and say you've been in touch and xyz will happen so not to worry about an email ... then miraculously the item could be out of stock so you had to get another instead. Such lies and half truths when Boden are nuts ....

BreakfastAtSquiffanys · 27/12/2018 17:34

Can you tell the relative that it needs to be exchanged because it doesn't fit?

DrinkReprehensibly · 27/12/2018 17:34

I've never bought from Boden but if it's anything like Next and other clothing retailers, you effectively have a credit account with them rather than just buy things online and have them delivered. It probably is a bit more complicated than one off transactions in a shop.

MrsWillGardner · 27/12/2018 17:35

Try eBay-ing it. Boden stuff always seems to fetch a high amount and if it’s current stock, chances are you’ll get it sold.

Amanduh · 27/12/2018 17:35

Yes well obviously they have to tell the account holder... what if you had nicked someones parcel and were exchanging it? For faults, exchanges, the tracking of the purchase and order line.. perfectly reasonable

Original poster
SonicVersusGynaephobia · 27/12/2018 17:35

But if you buy someone something in a shop, you don't expect to be told if they exchange it. Why is this different?

I have taken many things back to shops with the labels on (and no receipt), and been given a gift voucher for the value or swapped it. In fact, I did it a week ago in M&S, and that was purchased by someone else through their M&S account.

OP posts:
museumum · 27/12/2018 17:35

Just tell rellatuve that it doesn’t fit you, just not your shape, and you’ll choose something similar to swap it for that you can try on in store.

Grace212 · 27/12/2018 17:36

I think if it was a real thing in GDPR, we'd have heard an awful lot about it before Xmas. It sounds as if that's their policy.

greenlanes · 27/12/2018 17:37

just tell the relative you have now tried the item on and it sadly doesnt suit as well as you had expected. Such a shame, blah, blah. You have looked on the website and there is this lovely [thing] - would they mind dreadfully if you exchanged. There might be some silly legal correspondence - please dont worry about it.

tttigress · 27/12/2018 17:37

Is this really just a GDPR thing? I would have thought even before GDPR a customer would have to be notified if any changes to their orders.

I would suggest raising with the gift giver, after all I am sure they wouldn't want their cash to be wasted.

Overall my advice is to give vouchers or cash, saves everyone.