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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:
PottyPotterer · 27/12/2018 18:00

I would just take it to a store and ask for an exchange. I did this today with no receipt and they happily exchanged, not Boden, but most retailers are happy to do this as long as the item is in resalable condition.

hammeringinmyhead · 27/12/2018 18:04

I worked in online retail and exchange emails are automatic as is a tracking email for the replacement parcel.

They don't have to let anyone know, it just happens. The CSA obviously just wanted rid of you as they can't do anything about it.

C8H10N4O2 · 27/12/2018 18:05

she basically said she wasn't going to discuss it any further and this is their policy

Its bullshit. She doesn't know what she is talking about and should have referred you to someone who did. Granted that's tricky when such a person doesn't seem to exist in the organisation.

I've never bought a single item from Boden. I've opted out of their spam without success. I've pointed out they have no right to use my email address as I did not consent to have it shared by the relevant organisation. They told me they couldn't delete my info because of GDPR - they have no fucking clue what they are talking about. They don't make it easy to opt out of data capture on their site either.

I'm raising a SAR and the pursuing it simply because they pissed me off.

I'd be fascinated to know how they think other high street shops are able to exchange goods without problems.

Lifeofsmiley · 27/12/2018 18:06

If the relative is close enough to you to buy you an expensive outfit of several parts not just some randomer can’t you speak to them and explain that it doesn’t suit/fit etc. Surely they will want their money to have went to good use in the end even if it wasn’t the original items.
Or just take a change that they email them and if said relative questions it then explain as above

Ethel36 · 27/12/2018 18:07

Just explain to the gifter that it looks beautiful on the hanger but does not look right on. So you've spoken to boden and they're happy to swap it for another outfit.

nancy75 · 27/12/2018 18:08

Even in a shop you have no rights to return an item if you have been given it as a gift, stores do it as a good Will gesture but they don’t have to.
In store it’s easy, you pick up the thing you want, they put it through the till to make their stock correct & nothing has to be linked to the original payment card.
With online shopping the item returned has to be credited to the purchasing account & then a new order raised also against the purchasers account - it is a very different process to swapping something in a shop & it involves the purchasers account ( often complete with payment details & address) being accessed by a member of staff.
They would be within their rights to say they won’t change it for you at all & the actual customer needs to contact them.

Original poster
SonicVersusGynaephobia · 27/12/2018 18:09

I worked in online retail and exchange emails are automatic as is a tracking email for the replacement parcel.

But the parcel isn't going to the relative, so the tracking number, etc, should be coming to me, and it would be posted to my address.

OP posts:
nancy75 · 27/12/2018 18:11

The tracking email should go to the person that is paying for the parcel, otherwise they are sending info to a third party about a customers account

Frouby · 27/12/2018 18:12

I have a next account and anything I buy online then return to the store is logged onto my next account. They just scan the label and the money is recredited. So I am not sure if Boden will be the same.

I would go with it doesn't suit you or doesn't fit properly, but you have seen x,y,z and would love it, will deal with the return etc so would they mind if you swapped it.

C8H10N4O2 · 27/12/2018 18:13

Even in a shop you have no rights to return an item if you have been given it as a gift,

Whilst this is true, its superseded by a shop's voluntary statement that they allow no quibble exchanges/refunds for unwanted items including gifts.
It drives sales so not surprising that they offer it but they need to honour it.

One of my DC managed to exchange a gift bought online from M&S, for an item of different size, without any of this nonsense just today.

Bombardier25966 · 27/12/2018 18:18

This is a contractual issue, not a GDPR one. The original transaction is being refunded, and you are choosing new items with the credit from that transaction. The credit is your relatives, not yours, so it makes sense that the email communication goes to them and it is logged on their account. You are not a party to the contract, even speaking to you about the transaction is a goodwill gesture.

Bombardier25966 · 27/12/2018 18:20

Whilst this is true, its superseded by a shop's voluntary statement that they allow no quibble exchanges/refunds for unwanted items including gifts.

That right only applies to the original buyer. Anything beyond that is non contractual and goodwill only.

C8H10N4O2 · 27/12/2018 18:23

Anything beyond that is non contractual and goodwill only.

My point was that the shop can choose to take on additional obligations over and above the legal minimum. There are numerous shops who do this.

If they say they allow gifts to be exchanged then they need to stand by that. Other stores managed to do exactly this.

JustTwoMoreSecs · 27/12/2018 18:26

Go to a store, I’m sure they will exchange it.

FuckingYuleLog · 27/12/2018 18:27

I also think it’s a bs excuse to stop people returning their hideous clothes.
I think your choices are emailing head office or raising it on their sm if you can do so without your relative seeing. Or just chancing changing it in store. Or you could tell your relative it doesn’t fit so you need to swap it and then tell them they didn’t have your size so you chose something else.
Ridiculous policy from Boden though - designed to force unwanted items on you.

nancy75 · 27/12/2018 18:29

It’s really not a ridiculous policy from Boden, their responsibility is to their customer to ensure their account is not misused - the op is not their customer & they don’t have to offer her anything

MimiSunshine · 27/12/2018 18:33

If you can just go in store (soon) and ask nicely for an exchange. Explain the items were a Christmas gift but not to your taste. Make no mention of how the relative purchased them.

They’ll likely just straight swap them for you.

Next tried this with me a month ago, saying the exchange would be logged on my friends account. I didn’t want that so left it.

Went to a different store and they just said ‘yes no problem’ to the exchange.

Gth1234 · 27/12/2018 18:34

generally you would need proof of purchase to change anything.

most people wouldn't mind you changing the present. That's why they have gift receipts isn't it?

viccat · 27/12/2018 18:35

YABU, it makes perfect sense. Otherwise how do they know you haven't just stolen a neighbour's parcel (for example) and are now exchanging it for something to suit you?

They need to match all returns/exchanges to the original order number to protect themselves and their customers.

The GDPR part is slightly a red herring here, this would have been the case before as well.

hammeringinmyhead · 27/12/2018 18:36

It doesn't matter if the parcel is going to you. They don't have someone sitting hand writing out address labels. They would have to either change the email address on the account or (if possible) add yours, and add your address as a shipping address on their account. That is for an exchange. I don't even know how they would transfer credit to another account.

Original poster
SonicVersusGynaephobia · 27/12/2018 18:36

Yes Gth, but you don't often get gift receipts with online purchases.

OP posts:
Original poster
SonicVersusGynaephobia · 27/12/2018 18:42

Otherwise how do they know you haven't just stolen a neighbour's parcel (for example) and are now exchanging it for something to suit you?

They need to match all returns/exchanges to the original order number to protect themselves and their customers.

But that's not the case, because every other shop I have ever shopped in has happily allowed me to return items that have no receipt if there is a label attached and given me a credit note or exchange, no questions asked.

OP posts:
nancy75 · 27/12/2018 18:46

Op it doesn’t matter what other shops have let you do, Boden is an online retailer, it is totally different.

Original poster
SonicVersusGynaephobia · 27/12/2018 18:55

Op it doesn’t matter what other shops have let you do, Boden is an online retailer, it is totally different.

I know not all shops are the same, but other online shops have let me return online things in store, so it's not the fact that it's online that is insurmountable, it's that this is Boden's policy, which is, in practice, not to allow gift exchanges, it seems.

OP posts:
nancy75 · 27/12/2018 18:58

Other shops are mainly store based with online as their secondary business, Boden is an online retailer that has very few actual real shops. Their stock system will probably be different for store & online.