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!

Primark clothes don't have security tags iirc

bloominglovely because people mass buy online and then change their mind and return most of it instore especially during sales, the cost of picking items, packing, delivery, processing returns eats into the profits. You have no legal right to a refund unless faulty (online returns are different due to Distance Selling Regulations which were replaced with Consumer Contracts Regulations)

Martin Lewis explains the point here;

nam03.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Fthismorning%2Fstatus%2F1082365252979834880%3Fs%3D12&data=02%7C01%7C%7Cfcf6eca5dabf45e55b4f08d67e450437%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C636835232213236708&sdata=6i5P1yfqJjEn7nX7tcZ1ISM41LFQYqH%2F%2FyaBg%2BbQex0%3D&reserved=0

Even John Lewis have tightened up their returns policy in recent times, anytime refunds reduced to 90 days, now reduced to 35 WITH a receipt. No receipt = no exchange or gift card, over 35 days = no refund. If they are getting stricter then you know there’s good reason for it.

Sainsburys are saying the same now, and I’ve never been offered a gift receipt
I’ve spent so much money in there and now avoiding it as far as possible because it’s feels like DS has been ‘cheated’ out of a £20 Xmas present

Shoppers taking the piss with returns is a huge issue for retail and the high levels of free online returns has the potential to lead to a lot more shops going bust.

Retailers can't afford to be as generous as they once wer and I think more will end up giving only statutory rights.

I don't shop at Primark but even I know they tightened up on this recently as I've read so many similar threads on here and other website.

If you've had a refund or exchange without a refund recently you've been lucky, it doesn't mean that's the policy.

Don't they use security tags in Primark? Surely, if they do, and you pick 2 items with the intention of stealing one, then you'd arrive at the till with 2 items with security tags

Sorry. I just saw someone made the same point a few minutes ago

I shall accept that I am unreasonable

Good, because you are.

but I shall grumble everytime I walk past the shop

So you're not really accepting that YANBU.

Here's some wisdom to think about. The world doesn't revolve around you.

Retailers can't afford to be as generous as they once were and I think more will end up giving only statutory rights

I agree

Buy the next size up, and return the small ones with the new reciept?

Can't believe the number of people saying buy the bigger size then use the receipt to return the original gift! Of course the codes are different on different sizes, how on earth do you think they know what stock needs to be sent to the stores? They don't just guess and chuck a few armloads on a lorry.

Ibelieveher I do t buy that explanation for a minute. Online shopping is very profitable for retailers - no opening/closing hours, no retail space rental in large shopping centres, less experienced staff. Most retailers maintain only a presence in the high street. I was in H&M today (returning something) and asked if they had it in another size. They replied they now only stock 30% of the online stock in that store and it was far better to shop online. Shopping online also benefits their profits which is also the reason retailers continuously offer big discounts and free shipping if you spend over a certain amount. They are well aware that people will mass buy and return. They actively encourage it. They would much prefer to trade exclusively online and forego the high street entirely if they could. I accept high street retail staff are unhappy processing returns but in my opinion this keeps some of them in employment. Zara have some self serve model shops in Spain already. The high street is dying which I have to add is a shame and more needs to be done to revive it.

Primark changed their policy in about August as they used to exchange without the recipes.

PITA when you get a gift that needs changing.

Sainsburys are saying the same now, and I’ve never been offered a gift receipt

ShimmeringIce You have a voice. If you want a gift receipt, ask for one. The shop assistant isn’t going to know if the item you’re buying is a gift or not.

Primark has changed their policy for returns. For non faulty goods you need a receipt. They will not accept any other form of proof such as a bank statement.

This is now clearly displayed in store.

You can get a refund on faulty goods without the receipt but only at the current selling price.

I know an exchange without a receipt is done on a goodwill basis. But most other high street shops offer this. I think they should have publicised this over the Christmas period so people could have got gift receipt.

Buy the next size up, and return the small ones with the new receipt

Agree with KonekoBasu this would not work as products in different sizes usually have different digits at the end to reflect the size... plus it would mean you’re blatantly lying to them so more embarrassment for you at the store potentially.

This recently took me by surprise in Primark.
What is to gain from the customer exchanging its a straight swap fgs no chance of obtaining money.

My dd and dsd were given some bits for Xmas. Dds stuff was 2 sizes too small (outfits) and dsd were 2 sizes too big (pj's)
I couldn't get an exchange and my friend no longer had receipt.

I ended up giving the baby outfits to charity. And kept the very large pj's for dsd to grow into.

They changed their refunds policy a few months ago ..
John Lewis are the same as they are just losing too much money from shoplifters .

Yabu. Primark changed the policy quite a few months ago.
They are still offering more than they are legally required to do. They don't need to give you an exchange, even with the receipt.
In addition to that, you are not the person with the contract to buy the pj's in the first place.
In relation to the underwear points, the stores I have been in a have notices up saying pants cannot be returned unless faulty. Staff usually (may not always tell you when purchasing).
I used to work in primark when I was a student. I covered customer services too. You would be amazed at the things people did and said then (25 years ago) and I can only imagine what people try now.

Didnt happen very often but I was shouted at, and sworn at for refusing a refund without a receipt, even though they were offered an exchange.

If they demanded the manager we had one manager that would back down, but another that would support us and took no messing. They even had a book that they would use to record details of people that had been difficult incase they came back in and tried to get what they wanted from another member of staff.
They also sometimes reduce things in price in a larger store to see if there is a change in sales If you exchanged without a receipt to a different store you would be given an exchange to a different value. We had this the once. If the person didn't have the receipt we would have exchanged them for about £5 more than they paid.

Primark don't have security tags. I machine that the value if the items and the number being sold mean it is not economically viable.

I think you will find a lot more stores do this now. I exchanged in Sainsbury's recently and paid the extra, but my friend had given me the receipt incase the items didn't fit.

Regards every other shop giving refunds , it's only a matter of time before they all follow suit .. we need to support the high streets , I think it's a good policy although bloody criminals spoil everything for everyone .

John Lewis have this policy too. I think it’s an awful way to treat customers.

@buttercreamweeds .. it's because they lost millions last year due to people refunding items they hadn't sold ..
it's not that difficult to keep your receipt really is it 🤷‍♀️

I got caught out by their new policy recently too! Received a lovely shirt and bow tie for DS first Birthday that’s too small, tried to exchange for bigger size and they refused, I was so angry because it was a present and just such a spectacular waste.
I was one of 4 people stood complaining in the store. I can understand if I was asking for cash or a voucher but I just wanted to leave with the same shirt I already had so gaining nothing!
I sent a complaint email and received a giftcard for double the value and will regift the shirt. So stupid though as it’s cost them 3 times what I actually wanted in the end.
YANBU.

If they are losing millions then they need to invest in better security - tags, training for security guards and effective door alarms.

Ah see I used to work for Primark and the sheer amount of stock that people used to shoplift is insane. It's a very common trick to get easy money. Grab an item off the shop floor, request an exchange at the till, they give you a receipt, you walk out the shop into another branch and return the item for cash or credit.