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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be super annoyed I can't exchange an online purchase??

29 replies

Alfixn · 01/12/2021 13:18

I have a small baby and two lovely dogs. Two leads and a buggy dont mix very well - therefore I usually carry baby in a sling when we go out.
I really need a warm coat that I can use this winter while baby wearing. I ordered one in Seraphine's black Friday sales last week in my usual size - I've ordered lots of bits of them over the course of pregnancy and breastfeeding and not had any issues with sizing so I ordered my usual.
However, the coat arrived yesterday and it's just MILES too big, even with a baby on me! I thought I could exchange it for the next size down, but apparently they don't do that - you have to return the item and make a new, completely seperate, order for the size you want.
Which is fine, except the sale is now over -and the coat is 45 euros dearer than it was last week!!
AIBU to think clothes companies cannot just refuse to do exchanges?
I'm not asking for money back or making any profit on this - I just want the correct size without losing out on a huge amount of money. How annoying!!

OP posts:

TurnUpTurnip · 01/12/2021 13:20

You could have read their policy before ordering, I know a few websites that do it that way as well, it’s the risk you took when you ordered

Darkstar4855 · 01/12/2021 13:21

Unfortunately they’re not obliged to offer you an exchange.

I wore my usual winter coat undone with a Bundlebean fleece lined cover over the sling, worked out much cheaper than buying an expensive coat just for one winter. Might be worth considering.

Crunchymum · 01/12/2021 13:22

Sorry am I missing something here? You want a second coat sent without sending the first back?

And you want them to honour the lower cost?

daimbarsatemydogsbone · 01/12/2021 13:22

AIBU to think clothes companies cannot just refuse to do exchanges?
Legally or morally?

TurnUpTurnip · 01/12/2021 13:23

No she wants to send the coat back and they send out a new one in a smaller size but they won’t they will only refund it and she has to buy the coat again if she still wants it only it’s now not on sale at the cheaper price anymore

Chikapu · 01/12/2021 13:23

Isn't that pretty standard with online orders?

Crunchymum · 01/12/2021 13:27

I do have massive issues with stores refusing exchanges though.

My sister added something for me to her H&M order, but it didn't fit.

I took it back to exchange for a different size (plus picked it up in a few other colours and added a few bits for DD1 for Xmas - I was exchanging a £15 item for about £60 worth of stuff and was happy to pay the difference) but no as I didn't have a receipt they wouldn't let me.

I need to ask my sister for the receipt in order to SPEND AN EXTRA £45 IN THEIR STORE.

Madness.

TurnUpTurnip · 01/12/2021 13:29

@Crunchymum

I do have massive issues with stores refusing exchanges though.

My sister added something for me to her H&M order, but it didn't fit.

I need to ask my sister for the receipt in order to SPEND AN EXTRA £45 IN THEIR STORE.

Madness.

Pretty normal, primark won’t exchange anything without a receipt either

Crunchymum · 01/12/2021 13:30

@Chikapu

Isn't that pretty standard with online orders?

Yes it is.

I cannot even think how an actual exchange policy would work with online orders.

MorningStarling · 01/12/2021 13:31

Of course they can refuse to exchange. By you returning the item and them refunding you they are putting both parties back to the position they were in before the order was made.

It's a little daft because presumably they were still making a profit on the sale price, and by refusing to exchange they risk you not buying the alternative one, but they're perfectly entitled to take this position.

Blueberryflavour · 01/12/2021 13:33

Even actual shops don’t have to legally offer an exchange or even to return the goods unless they are faulty. Most do to offer good customer care. Online you do have the legal right to cancel the order but no legal right to an exchange. Did the item have listed measurements in the description? If they are wrong you may be able to persuade them to let you exchange as the item was not as described, if the measurements were correct for the item and you assumed it would be okay without checking I don’t think you will be able to rely on their good will.

Original poster

Alfixn · 01/12/2021 13:34

@Chikapu

Isn't that pretty standard with online orders?

Gah. I just had no idea. I order as much online as anybody else, but I've never tried to exchange something before, and it didn't even cross my mind. A learning experience I guess. I was just so excited about this coat!

OP posts:

Crunchymum · 01/12/2021 13:35

Pretty normal, primark won’t exchange anything without a receipt either

But what of you don't have a receipt?

CloudyStorms · 01/12/2021 13:36

Pretty standard. I usually order 2 sizes and send one back.

Travis1 · 01/12/2021 13:37

@Crunchymum

Pretty normal, primark won’t exchange anything without a receipt either

But what of you don't have a receipt?

Tough

TurnUpTurnip · 01/12/2021 13:38

@Crunchymum

Pretty normal, primark won’t exchange anything without a receipt either

But what of you don't have a receipt?

I’ve been refused before by them for no receipt it says on their website you will need a till receipt for refund or exchange, I guess you just have to keep them item if you haven’t got one.

CloudyStorms · 01/12/2021 13:38

@Crunchymum

Pretty normal, primark won’t exchange anything without a receipt either

But what of you don't have a receipt?

Though. They can't trust you haven't nicked it

CloudyStorms · 01/12/2021 13:38

Tough even!

TurnUpTurnip · 01/12/2021 13:39

*the item. And yes I think it’s down to theft so need to be able to prove you actually purchased them item.

CheshireChat · 01/12/2021 13:40

Schuh does exchanges and it works really well.

A little bit more niche, but emp does as well.

Chikapu · 01/12/2021 13:46

@Crunchymum

Pretty normal, primark won’t exchange anything without a receipt either

But what of you don't have a receipt?

Shoplifters try to return things without a receipt all the time. It's proof that you purchased something legally and needing it to exchange or get a refund is bog standard practice in retail.

Original poster

Alfixn · 01/12/2021 13:49

@CloudyStorms "Though. They can't trust you haven't nicked it"

That makes sense, although I can't help but think that if you DID actually nick it you would just go back and nick the correct size

OP posts:

idontlikealdi · 01/12/2021 14:12

M&S won't even exchange without a receipt now. They used to have one of the best returns policies but have trimmed it further and further back. I've got a pair of jeans that don't fit, lost the receipt, nothing I can do.

MattHancocksSexTape · 01/12/2021 14:22

[quote Alfixn]@CloudyStorms "Though. They can't trust you haven't nicked it"

That makes sense, although I can't help but think that if you DID actually nick it you would just go back and nick the correct size [/quote]
It’s a convoluted way to try and get money for returning stolen items.

If they exchange for a different size, then sometimes they’ll offer you a receipt following the exchange.

The thief then uses that receipt to try and get cash back for the original stolen item.

StepAwayFromTheEcclesCakes · 01/12/2021 14:37

Its worth contacting them to ask if they will honour the price you paid, not quite the same but i once ordered bedding and two days later it went in the sale very reduced, i contacted the store not really expecting anything and they refunded me the difference to match the sale price.

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