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Original poster

Primark

63 replies

iamenougheveryday · 24/08/2023 13:54

I live in England. Almost every clothes shop I have been to (except Sports Direct), the rule is if you take back an item you need a receipt for a refund, or without a receipt you can get an exchange.

I bought an item of clothing from Primark. I changed my mind, and decided to take it back but I lost the receipt. I decided to take the item to my nearest Primark, and show them my banking app which is a proof of purchase in the hope they would allow an exchange. They said without a receipt they would not refund or exchange the item.

Is Primark being unnecessarily mean, or should I pay better attention to a shop's return policy?

OP posts:
WaitingfortheTardis · 25/08/2023 14:12

Several years ago I worked for M&S and John Lewis for consecutive Christmas periods. We were told not to exchange without a receipt (unless Sparks/MyJL card proof) as people would steal an item, then bring it back later and exchange it for a different size making sure they got a receipt. Then they would bring that item back and get a refund for something they had never paid for. It's not great, but as so often they punish the many for the actions of the few.

I think there is something discretion at many places though, which may be why some people get an exchange without a receipt and others don't in the same shop.

HennyPenny123 · 25/08/2023 14:18

WeetabixTowels · 24/08/2023 13:57

@Comefromaway is right https://www.primark.com/en-gb/help/refund-and-exchanges#

Just tear it

This was the advice I was given by the very nice primark employee when I tried to return a cheap top my daughter had bought, but lost the receipt. Still had the tags on. I didn't have the heart too though. I just gave it to charity.

M4J4 · 25/08/2023 14:32

urbanbuddha · 25/08/2023 13:54

But refusing to exchange for a different size even when you have the receipt is unnecessarily restrictive.

That must be new-ish. I’ve changed stuff that didn’t fit in Primark plenty of times. It was kind of accepted that because the queue were so long you could just buy it, try it on at home and bring it back if it didn’t fit properly.

You can definitely exchange within the 30 days. I meant that they got really strict 3-4 years ago and don't even let you exchange for a different size of the same item after 30 days, even if you have the receipt.

HappiDaze · 25/08/2023 14:35

Shops are not obliged to accept any returns unless clearly faulty

I returned a clothing item to Tesco and I didn't have receipt but because it showed on my clubcard as a purchase she was able to refund me.

Excited101 · 25/08/2023 14:41

Jojo maman Bebe are like this too now

M4J4 · 25/08/2023 15:17

HappiDaze · 25/08/2023 14:35

Shops are not obliged to accept any returns unless clearly faulty

I returned a clothing item to Tesco and I didn't have receipt but because it showed on my clubcard as a purchase she was able to refund me.

Does the Clubcard app show purchases? How do you get into it?

HappiDaze · 25/08/2023 15:33

@M4J4 No idea but the lady in the returns section was able to locate it all on her computer

Mumof3girlsandaboy · 25/08/2023 15:45

M4J4 · 25/08/2023 02:55

Primark are notoriously strict with refunds and exchanges now, they won’t even exchange WITH a receipt after 30 days!

I get it, the number of people stealing goods and then asking for an exchange must have been crazy.

I once just wanted to exchange some unworn, still-tagged trainers for a bigger size, with the receipt but after 30 days had passed, and Primark refused. I asked to see the manager, I denounced their sledgehammer policy, but they didn’t budge. That’s when I finally accepted it and only bought things that I was very happy with.

However, I must admit that I went to the shoe section, put my smaller ones back on the shelf, and picked up the larger size and walked out.

🤣

Mumof3girlsandaboy · 25/08/2023 16:00

M4J4 · 25/08/2023 04:31

I’m guessing because items don’t have security tags on them and there are few CCTV cameras and just one security guard usually.

Because items are low cost, thieves know Primark are less likely pursue them.

Having said that, I did see a couple with a toddler held outside my local store recently. They had stuffed items on the bottom shelf of their pushchair and walked out.

What was disconcerting was their utter lack of embarrassment, it was just another day to them, so I’m guessing it happens a lot, and with repeat offenders.

Show quote history

A young girl went to our local primark and she had a purse stolen from her bag while shopping with grandma and when grandma ask the manager to check the cameras they were told none of the cameras were working.

shelbaby · 25/08/2023 16:24

They've been doing this for a few years now. It is a bit ridiculous whenever it's got all labels on and u just want to exchange it. It can be easy to lose the receipt or misplace it.

Others have followed suit. River Island have the same rule. They wouldn't let me change an outfit my daughter got for her birthday to a different size.

I had to ask my relative for the receipt but they'd given an email receipt and she couldn't find it.

Theproofofthepudding · 26/08/2023 07:39

Email receipts in Primark! can you imagine the queue while people were spelling out their email address and the shop assistant misshearing and typing?? Just keep hold of the thing, put in in your purse ffs.
Only certain people and the police are allowed to view camera footage, its data protection law. Seeing the purse being stolen by an unknown person isn't going to help much anyway

Theproofofthepudding · 26/08/2023 07:51

Tesco club card is a loyalty card. Companies use them to track everything the customer buys and use the data held on them for marketing etc. They will therefore be able to retrieve that data to help the customer in lost receipt situations If they choose to. Obviously that information needs to be read by the till equipment the staff use. Not all tills in all shops do the same functions. The tills in Primark do not offer the till op a search facility as customers seem to 'helpfully' suggest when they are told they need a receipt. Oh what a clever customer you are, I've worked here years and I didn't think to do that for you thanks so much. I'm so stupid. Many of the staff are super intelligent and just working to supplement their post grad law degree or on a gap year or just to get them out the house.

Theproofofthepudding · 26/08/2023 08:03

The problem after 30 days (it was always 28 but may have changed) the price could have changed, it has to be put through the till so that causes a problem. The till don't recognise the barcode on an out of date receipt. You could try on the size in the fitting rooms and mistakenly put your old one on the hanger but then you no longer have a valid receipt for the size you now have and some eagle eyed employee who is not stupid may clock on to you..at your own risk

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