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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think House of Fraser’s refund policy is another nail in their coffin

481 replies

Bearbehind · 04/11/2019 19:34

I bought several expensive and heavy items online with the intention of choosing 1 and taking the others back to my local store for a refund

Turns out you can only exchange or get a credit note in store

If you want your money back you have to post it back at your own cost

Given the weight and value, I’m nearly £30 down for the pleasure.

Surely they can’t afford to piss customers off by refusing to refund in store - what difference does it make to them?

Very expensive lesson learned!

I will never buy from them again

OP posts:
myolivetree · 07/11/2019 09:56

Don't be so wet @CuriousaboutSamphire

It's true. Those people would really miss online selfishly online shopping.

Original poster
Bearbehind · 07/11/2019 09:56

This isn't incorrect. There are a few exceptions for example, bespoke goods, but if you buy something online, you CAN return it for any reason. The law is different if you buy in a shop, and then you are reliant on goodwill policies unless the item is faulty or misdescribed (eg the box said it was blue and when you got it home and opened the box it was red).

I know having. My post you quoted was stating that curious was incorrect, which despite everyone telling her so, she still won’t admit.

OP posts:
woodchuck99 · 07/11/2019 10:00

Those people would really miss online selfishly online shopping.

Yes I am one of those people (I'm disabled) and I think that is why I find CuriousaboutSamphire comments about selfish online shoppers quite objectionable and ignorant.

Original poster
Bearbehind · 07/11/2019 10:01

If it's costing you £30+ to send it back then it'll be costing HOF similar.
Let's be generous and say they're postage is half that.

I don’t believe for a second that a huge company would pay anything like what I paid via Royal Mail.

Other posters have provided cheaper options with couriers I could have used

Plus, my whole point was I’d have preferred to take them back to the shop which, as others have said, would likely to be extremely low cost as they could go back to the warehouse in the empty delivery vans

OP posts:
CuriousaboutSamphire · 07/11/2019 10:10

Oh dear! As a fellow disabled person can I tell you that, as with many other things here, that has been taken that out of context. I hope it is an error not a deliberate tactic to shame me! That would be very nasty of you!

And again... the Consumer Contracts Regs are clear. It is not illegal for a company to offer a credit note, a voucher for online returns. They can do so if it is clearly stated in their T+Cs. However, as the customer you can request cash refund.

I am NOT wrong in that at all! WHICH, the givernment site, even Martin Bloody Lewis say the same.

That you want me to have said differently is not my fault.

woodchuck99 · 07/11/2019 10:17

Oh dear! As a fellow disabled person can I tell you that, as with many other things here, that has been taken that out of context. I hope it is an error not a deliberate tactic to shame me! That would be very nasty of you!

It's not a tactic to shame you at all. I am just pointing out the fact that it is more than just a bit convenient to be able to shop online for many of us and a bit off you to keep implying that it is selfish. The fact that you are disabled clearly doesn't give you any insight into what a difference it makes to some of us as you obviously have no problem shopping in bricks and mortar shops.

Original poster
Bearbehind · 07/11/2019 10:17

FFS - you are nit picking here aren’t you curious

You implied that customers were not entitled to a refund on non-faulty goods they bought online - that is untrue

The fact is the consumer is entitled to a cash refund on items purchased on line, whatever the reason for the return (unless they are made to order)

Retailers don’t faff around with ‘offering’ vouchers or a credit note first because they know they have to give cash in the end

The only exception to this I’ve ever seen is Amazon who offer the choice of vouchers or refund to card, but it’s on the same page when processing the refund - because they know they have to offer cash.

OP posts:
woodchuck99 · 07/11/2019 10:20

And again... the Consumer Contracts Regs are clear. It is not illegal for a company to offer a credit note, a voucher for online returns. They can do so if it is clearly stated in their T+Cs. However, as the customer you can request cash refund.

I'm sure it's illegal for them to give the impression that you can't have a cash refund which is what House of Fraser did in this case.

Original poster
Bearbehind · 07/11/2019 10:22

From your post at 8.05 yesterday. Bold is my comment, italics are yours

They can’t enforce that because of distance selling regulations - they have to offer a full refund whatever the reason for the return

I don't think that is right!

You are not returning faulty goods, you are returning unwanted items!

OP posts:
Original poster
Bearbehind · 07/11/2019 10:23

I'm sure it's illegal for them to give the impression that you can't have a cash refund which is what House of Fraser did in this case.

TBF they didn’t completely refuse, they just force you to get the refund by returning the goods to the warehouse not the store

OP posts:
myolivetree · 07/11/2019 10:27

You can quibble all day about CCR @CuriousaboutSamphire . Anyone who online shops knows you actually have more rights with regard to changing your.

If you do online shop don't let them pull the credit voucher thing on you if you return it within 14 days. Just saying.

Shops of any type are built on our hard earned money. We hand over that money and hope that our needs will be met. They do not run as a favour to us. We are not being selfish we are paying MONEY for what we want.

You're right there has been a lot of nuanced argument on here. More than the OP ever hoped for I expectSmilebut not from you.

myolivetree · 07/11/2019 10:29
  • you actually have more rights with regard to changing your mind-
Original poster
Bearbehind · 07/11/2019 10:33

A bit of a tangent but this is why DFS hammer home the ‘handmade to order’ element in all their adverts

It’s so the CCR rules don’t apply as the items are classed as ‘made to order’

Obviously bollocks but quite clever really.

OP posts:
CuriousaboutSamphire · 07/11/2019 10:35

I'm not the one quibbling! That's why I asled pp to re-read what I had posted before, I was sure they had mis-read what I had posted. They had!

You can be sure of what you like, the Regs are clear. It is legal to offer only a voucher or credit note if their T+Cs clearly say so, which HoFs do.

@Bearbehnd, I don't that quoted text is the Gotcha you think it is! I posted the Regs as written. The word offer which I italicised often enough, is the sticking point. They don't have to offer the customer is entitled to ask.

My point was that HoF had not done anything illegal!

myolivetree · 07/11/2019 10:38

@CuriousaboutSamphire

No one ever said they did🙄

Just they're rubbish.

myolivetree · 07/11/2019 10:40

And no it's not legal to offer a credit note if it was bought ONLINE.

Over and out.

Original poster
Bearbehind · 07/11/2019 10:41

It is legal to offer only a voucher or credit note if their T+Cs clearly say so, which HoFs do.

FFS - it is not legal to ONLY offer a credit note or voucher!

OP posts:
Original poster
Bearbehind · 07/11/2019 10:42

^^ For purchases made on line, whatever the reason for the return.

OP posts:
CuriousaboutSamphire · 07/11/2019 10:46

@myolivetree have been C+P text from the ONLINE part of the CCR, linking to it etc.

www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

At the bottom...

I'd link to the .gov.uk site, but I didn't save the sub-section and it took a while to find, but it says the same as the WHICH page. The top level pages do not include any info on T+Cs, that is buried deep in the original Act.

CuriousaboutSamphire · 07/11/2019 10:47

Again, @Bearbehind maybe you could take that up with WHICH!

myolivetree · 07/11/2019 10:49

Sorry @CuriousaboutSamphire just not batting chunks of the internet back and forth.

I don't care if it says they can Offer you a fish in a bucket.

If you buy online you have the right to have your money back if you change your mind within 14 days.

I am so curious, curious, do you ever shop online?

CuriousaboutSamphire · 07/11/2019 10:52

Grin Yes, quite a lot as I am partially disabled and live very rurally. And when offered a voucher for a return I ask for cash refund!

CuriousaboutSamphire · 07/11/2019 10:54

It is important to know that, isn't it? That if they offer you a voucher, as they really are legally entitled to, you can simply ask for a proper refund.

Saves you either meekly accepting the voucher or going off at the deep end or getting upset. You just point out that according to the CCR you are entitled to request a full refund and would like to receive it!

Original poster
Bearbehind · 07/11/2019 10:55

maybe you could take that up with WHICH!

I not arguing with what Which says, the fact is you are completely misunderstanding the situation, which is as follows

  • If you buy in person then you have no automatic right to a refund or exchange unless the goods are faulty. Many retailers will offer one or both but they don’t have to
  • If you buy online you have 14 days from the date of receipt to change your mind, for any reason, and you are entitled to a full refund

Do you really not understand this difference?

HOF haven’t acted illegally as they do offer a cash refund for online purchases, it’s just unnecessarily inconvenient IMO as it can’t be done in store.

OP posts:
myolivetree · 07/11/2019 10:57

Saves you either meekly accepting the voucher or going off at the deep end or getting upset. You just point out that according to the CCR you are entitled to request a full refund and would like to receive it!

Ain't no one else on here meekly accepting a voucher!😂😂😂