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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to think this is a silly policy?

28 replies

WeDontTalkAboutBrunoNoNoNo · 15/03/2022 20:09

I ordered something from a high street shop as a gift for my DC. When they arrived, I realised they come up quite large and DC will need one size smaller. I took it to my nearest store and luckily they had the smaller size in stock so took it to the till along with the pair I had delivered and the receipt and asked for an exchange. Still in packaging, never even been tried on, etc etc.
They refused to do the exchange. Apparently they won't exchange items that are ordered online, I'll have to send it back via the website and wait for them to send me the smaller size. By the time I faff about with all of that, DCs birthday will have passed.

I've never come across this before, I've always been able to exchange or refund items in retail stores even if they were originally ordered online, so frustrating as I literally had the exact item in my hand! It was only after leaving the store that I remembered they'd irritated me when I went to buy my nephews birthday present last year and tried to use my Unidays discount. Turns out they don't allow it in store, you can only use it when ordering online, again not a policy I've come across in other stores.

AIBU to think this is a silly policy? To be honest, its a store I cant stand so not shopping there again isn't really an a problem and I'm sure their profits will survive without my business! I just hate silly little policies that make things harder for people when there are more simple solutions that make things easier!

OP posts:
AlbusSeverusMalfoy · 15/03/2022 20:12

Is it sports direct? Had this with them before. On line orders can't be returned in store.

DDivaStar · 15/03/2022 20:13

They probably just can't access the online systems from instore. Any transaction needs to be recorded properly.

SilverHairedCat · 15/03/2022 20:14

Very common policy. I'm guessing this was Sports Direct?

NaomhPadraigin · 15/03/2022 20:15

Buy the smaller size and send the online one back for a refund.

PAFMO · 15/03/2022 20:19

Hardly any shops exchange or refund if items were bought online. To do with stock control I think, and obviously sorting out checks and balances.

SoManyTshirts · 15/03/2022 20:20

House of Fraser aka Sports Direct? I won’t shop there now.

minniep · 15/03/2022 20:21

I would have thought this was normal enough.

Tiredcatmum · 15/03/2022 20:22

That’s not true at all. LOADS of stores refund online items in store.

OmgIThinkILikeYou · 15/03/2022 20:23

Just buy the right size and send the original back for a refund. It's pretty standard policy in my experience.

TonkaTruckduck · 15/03/2022 20:23

I saw a lady trying to return some clothing in Asda the other week, same policy. The customer service woman was really helpful to her though, and said " You didn't buy them online love did you, you bought them in store but lost your receit", I thought that was great customer service.
So I think it's increasingly common unfortunately.

AnnaSW1 · 15/03/2022 20:25

I've come across this before. I don't think it's unusual

BrightonBunny · 15/03/2022 20:28

I don't understand. Could you not just buy the smaller size and send the online item back? Why will DS not have the smaller size in time for his birthday?

Lots of stores operate this way, it's definitely not uncommon.

ChrissyPlummer · 15/03/2022 20:29

Lots more stores have started to do this now. I used to work for Victoria’s Secret and the stuff ordered online had to go back to the US, as that’s where it’s sent from. We couldn’t exchange in store. It was printed on the delivery note and people used to be fuming when we pointed it out to them.

AllThatFancyPaintsAsFair · 15/03/2022 20:30

I don't think that's unusual, always pays to check the returns/exchange policies before buying online

My local M and S is a smallish mainly food one, you've ever been able to return oline orders there.

Original poster
WeDontTalkAboutBrunoNoNoNo · 15/03/2022 20:37

Hmmm... maybe it's a newer policy more broadly then because I've always returned or exchanged in store before. Not the end of the world, just irritating!

Not Sports Direct but close enough! JD Sports Grin

OP posts:
Doorhandleghost · 15/03/2022 21:13

Some companies run their online and shop businesses separate, I suspect that's what it is. So for instance while as far as you're concerned you bought from JD, you brought from JD online LTD rather than JD Shops LTD, both of which come under the JD parent company but operate as separate legal entities.

Original poster
WeDontTalkAboutBrunoNoNoNo · 16/03/2022 05:55

It does indeed pay to read the terms and conditions before ordering online. Perhaps JS Sports should have a read of their own T&Cs on their own website too...

to think this is a silly policy?
OP posts:
ThinWomansBrain · 16/03/2022 06:34

I've had stores refund/exchange some lines in store, but not others - where there was a franchise, but not made clear on ordering; it was a while ago, so possibly Debenhams.

Baaaa · 16/03/2022 06:35

It varies between stores. But if their T&C say they can then they should. Maybe it's more hassle and they couldn't be bothered.

Baaaa · 16/03/2022 06:36

Or maybe it was the "exhange" they can't do and no one twigged they could refund you one and sell you the other instead.

Goatinthegarden · 16/03/2022 06:36

I ordered a dress from a high street store that didn’t fit. Didn’t realise that despite paying £5 for delivery, I would also have to pay to post it back and couldn’t return it to the physical shop that was on my route home from work.

Now I always check delivery/returns options before buying online.

Loopytiles · 16/03/2022 06:36

Dislike stores with this policy.

Am noticing much higher delivery charges too.

RichardsGear · 16/03/2022 06:39

Or maybe it was the "exhange" they can't do and no one twigged they could refund you one and sell you the other instead.

But it says 'refund or exchange'?
Are you going to go back and point out the terms and conditions OP?

Whatdramain2022 · 16/03/2022 06:44

Why can't you buy the size that fits in the shop and return the on line purchase for a refund? I know it's annoying, but at least you'll have the item you want.

BrutusMcDogface · 16/03/2022 06:49

You can return online orders instore at sports direct!