AIBU to be annoyed at Primark's return policy?

[MrsScamander]

I know I am. I know they are not legally obliged to give me a refund on anything unless it is faulty. I just think their policy is really shitty.

Went into Primark today with a pair of PJs DD had been given for Christmas that were a size too small. We hadn't even taken them off the hanger as we knew they wouldn't fit, so they still had the labels on and everything where it should be.

Found the same pj's on the shop floor and they had her size and were the same price.

As they were a gift I didn't have the receipt and wasn't given a gift receipt for them but didn't think this would be a problem as I just wanted to exchange them.

Get to the till and was refused an exchange because I didn't have the receipt. Was told I needed to get the receipt and there was nothing they could do. So I either hope my friend still has the receipt and can post it to me, then make another trip into town, or I keep them and magically shrink my daughter?

What shall I do with tutu pj's that don't fit? 😑 It's been a few years since I worked in retail but if someone didn't have a receipt we'd exchange for the same product or put the current selling price on a gift card.

Bahh humbug!

almut but then I would have been walking out the door with at least 1 item I would have shoplifted...

I once went in and got some boxer shorts for my DH. Queued up and paid then realised as I walked away that I had got the wrong size. Walked immediately to customer services (on same floor) but they wouldn't exchange them. Policy is to not exchange underwear. I hadn't even left the shop

I completely understand your annoyance, however I would imagine it was probably a case of the till saying no. Probably cannot be over-ridden.

This only came into play recently I think they've been stung in the past and put this in place

OP at the end of the day it didn't cost you anything. Hold on to them, they will do someone as a present at some stage. Unfortunately these things happen.

YABU. I think you’ll find most retailers have tightened up their exchange/refund policies in the past year. Many reasons such as shoplifters, serial refunders/exchangers but also to keep money within the business as so many are really struggling financially.

Having worked in retail, the amount of people who take the piss is unreal, unfortunately that means we all lose out even if genuine.

I had a similar issues with Primark recently when I got DS a new coat. DP binned the receipt and it had been out on the wrong hanger so was a size too small (yes my fault for not checking). Went into store and they were so fucking rude about it. Emailed Customer Services about it, as the coat had been on the wrong hanger, they class it as a faulty item and authorised an exchange. Took the coat along with my email into the store and they still made a big song and dance about doing it, had to wait 10 minutes for a manager to come, then it was all hushed whispers and glares at me.

Shoplifting and then taking stolen items back for a refund is a huge problem for shops, so I don't blame them.

In terms of customer service they lose nothing by doing an exchange though but gain a happy customer. I think they would be right not to offer a refund but surely an exchange isn't a problem unless they can't put the pyjamas back on sale?

ASDA in Romford has the same policy.

They had so many customers taking things from inside store putting in an ASDA bag and then strolling up to Customer Services requesting an exchange and then merrily skipping off out the shop. Perhaps not skipping but you get my drift.

Why are serial refunders an issue Ibelieveher?

I buy frequently and mostly online and return 70% to the store.

YABU. I can see where they're coming from. Theft is theft.

In terms of customer service they lose nothing by doing an exchange though but gain a happy customer

They do if the customer never paid for the item they are 'exchanging'

I don’t understand this policy as they will give a cash refund on anything faulty WITHOUT a receipt even months after it’s been bought.

They do if the customer never paid for the item they are 'exchanging'

But a shoplifter would just take the one they want?

Why are serial refunders an issue Ibelieveher?

I buy frequently and mostly online and return 70% to the store.

Bloominglovely Refunds flag up problems with the store and cause issues on financial records, so businesses need to keep them down else they are investigated.

I'm surprised the Christmas before last same happened to me . My ds was given some jeans as a Christmas present but too small . Hanger still on and tags but no receipt. I asked can i swap for something and it was agreed . I don't see what the problem is if you want to swap for another size .

I do this all the time. Not particularly in Primark but i guess it's in response to shoplifters. I'd try on another day tbh

@privatedoor
There has to be a way to overrule the no returns on underwear rule somehow as shops aren't allowed to refuse returns of faulty items.

Tesco started sending your electrical returns away to be tested and repaired before issuing a refund. They had to prove the reason for return was genuine to prevent people using something and then returning it claiming it was faulty when there was no visible evidence to the poor Customer Service assistant it was faulty.

That's weird I exchange stuff all the time in primark with no receipt

Go into store and buy dd the bigger size plus a second set in this size for the other twin. Dd gets right size and also you have a gift for the twins at birthday/Easter egg.

They do if the customer never paid for the item they are 'exchanging'

But a shoplifter would just take the one they want?

Not, if they are wise to the fact that the alarm goes off when they walk out the store and then have to face a security guard and explain themselves.

I was in exactly the same situation few months ago with my DH pj's bottoms. No receipt, grabbed the right size, exchanged without any questions.

Don’t primark clothes have security tags on them?
If they do, then surely that eliminates the suspicion that they’ve recently been nicked?
I work in customer services. We will do an exchange without a receipt. It must be like for like though.
You’d be surprised what people return.
Quarter of an onion?

Blame shoplifters and other dishonest people, they spoil it for everyone. Retailers are losing money so they have to claw it back some way. Either ask your friend for the receipt or re-gift them, no big deal.

Lkbbdg

They do if the customer never paid for the item they are 'exchanging'

But a shoplifter would just take the one they want?

Not necessarily. When you exchange an item, some sort of receipt is usually generated and this can then be used to obtain a cash refund a few days later. Stores lose a lot of money this way so I am not surprised that they are beginning to clamp down on it.
On a different note, even a gift receipt usually has an expiry date and I wouldn't be surprised if that time has now come and gone. When I asked for a gift receipt for something I bought in Tesco, I was told it would be valid until around 15th of January. I would have thought that three weeks after Christmas would be sufficient time for most people to return an unsuitable item to the store, so you might have been out of luck even if you'd had the receipt.