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AIBU?

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Original poster

To be really naffed off with this shop?

60 replies

PoshPineapple · 30/08/2023 16:31

Large homewares store - am I allowed to name? If not, it's that large one beginning with D selling bedding, fabric, cushions etc.

I bought a duvet set from there yesterday, at a branch nowhere near where I live (about 40 miles away). I was asked for an email address for the receipt, but declined as I don't want to give my email address to a shop that might do goodness knows what with it - I get enough spam as it is. I wasn't offered a paper receipt but thought nothing of it, as I knew I wouldn't want to exchange it. As it was a bedding item, I was advised that unless it was damaged or faulty, the item couldn't be returned (this was before the assistant scanned the item, we hadn't got to the receipt part at this point).

This morning, I popped it on a quick wash and as I started to iron it shortly afterwards, it looked all wrong. One of the side seams has been miss-stitched and the whole of that side is ruched up and puckered. I took it back to my local branch this afternoon and they've refused to exchange or refund it because a) I don't have the receipt and b) I didn't buy it from that particular branch and they had "no way of knowing that I'd purchased it from them" I actually laughed at as it was an own brand duvet, so I'm hardly likely to have bought it in Halfords! I was told I should have said yes to an email receipt. I asked why I wasn't offered a paper receipt as an alternative and the assistant conceded that I probably should have been, but that I "need to get used to email receipts as everyone is going to be doing it soon". I then said that surely if the item is faulty (and it quite obviously was - nobody was quibbling over that), then I shouldn't need to provide proof of purchase. Again and again I was told that as I couldn't prove I even bought it from them, then yes I do need to provide evidence. The only suggestion they could make was to show them a bank statement with the transaction on it?

So. I'm now stuck with a flaming useless duvet set - I'm certainly not going to make a 40-mile trip to return it to the actual store I bought it from, but even if I did, am I going to have the same problem with not having a receipt?

And yes, lesson learned - I'm going to create a new email account and call it "justemailthefuckingreceipt", I will enjoy shouting that out at the tills! In the meantime, has anyone else encountered a similar issue with paperless receipts and refunds/exchanges? It really doesn't seem right to me....

OP posts:
OnAMidnightTrainToGeorgia · 30/08/2023 16:35

So why not show them your statement as suggested?

You can show online transactions on your phone..

DappledThings · 30/08/2023 16:35

Yes you can say Dunelm. Just not three times in the mirror.

YANBU to be annoyed at the email thing but YABU to have not got a paper receipt at the time. Whenever I've been in there they ask "do you have an email address for the receipt" and I just say "no". Because I have 2 email addresses but neither of them are for receipts, I don't want them to be so I just say no and then they automatically print a paper one.

OnAMidnightTrainToGeorgia · 30/08/2023 16:35

And you should have asked for a paper receipt

VisionsOfSplendour · 30/08/2023 16:36

Why didn't you show the transaction in your bank - did you pay by cash?

It's annoying but not really the shops fault and as it's not the BBC of course you can say which shop it is

Original poster
PoshPineapple · 30/08/2023 16:45

Sorry, should have said that I paid by card but I don't have any banking apps on my phone. Problem is, the store local to me won't accept a bank statement BECAUSE I didn't buy it at that branch. They suggested taking my statement to store I bought it from, but they wouldn't guarantee they'd accept it either.

I'm baffled, genuinely baffled. Providing a bank statement isn't likely going to prove which store I bought it from. I've just checked online banking and it just says "Dunelm", no town/city is associated with it.

Ah well, chalk it down to experience by the sound of it.

OP posts:
VisionsOfSplendour · 30/08/2023 16:50

You need to practice "l.ll take a paper receipt please" so that it becomes your automatic response.

No need to give up though, get in touch with their HO, explain the problem and aks them how to resolve it

andrainwillmaketheflowersgrow · 30/08/2023 16:53

I don't know of any store that will accept returns without proof of purchase.

statetrooperstacey · 30/08/2023 16:57

If you take it back to the store you bought it from with the date and rough time and your bank statement they can look it up on their system .

Brefugee · 30/08/2023 16:57

Set up an email account for receipts? It's against GDPR for a company to do anything with your email address, afaik

statetrooperstacey · 30/08/2023 16:58

Also they want some proof of purchase because you might have stolen it or bought it from a charity shop , bought it at a different price to the price it is now etc

Titicacacandle · 30/08/2023 17:00

Most shops would let you exchange or give your a voucher refund without a receipt. Maybe tweet it or speak to their customer service dept.

Matildahoney · 30/08/2023 17:02

I'd try an email, take a pic of the label, especially if it's own brand, and get a copy of the transaction from the bank.
AFAIK unless it's changed, if an item is faulty you don't need a receipt.
https://www.gov.uk/accepting-returns-and-giving-refunds
Do you still have the packaging?

Accepting returns and giving refunds: the law

When you do and do not have to offer a refund, repair or replacement, unconditional refunds for online purchases, and penalties for deceiving customers

https://www.gov.uk/accepting-returns-and-giving-refunds

KateyCuckoo · 30/08/2023 17:08

Do you have a tin foil hat? No emails, no banking apps....you might need to drag yourself in to the 21st century soon!

ohtowinthelottery · 30/08/2023 17:09

They won't do anything with your email address (other than send you a receipt)as they don't store it - which is why you have to give it every time you buy something. But you should automatically have been given a paper receipt instead. I've always had paper receipts from Dunelm.

If an item is faulty then I don't think you need to provide a receipt. You just need to prove you bought it from Dunelm - which is pretty easy to prove with an own brand item. A screenshot of your bank statement would back this up but I'm pretty sure it's not needed as part of your statutory rights.

Garihairy · 30/08/2023 17:11

I had to return something to a similar shop recently and didn't have a receipt as I'd paid in cash. I was able to tell them the date and rough time I bought the item so they were able to find the transaction on their till and I got my refund.

TheHappyCarrot · 30/08/2023 17:11

But what if you pay with old fashioned cash and don't have email?

PuppyMonkey · 30/08/2023 17:12

You know the date and time you bought it, you know the card you used, and was there some sort of ticket/ product code on the packaging? They will have a record you bought that item at that store on that day at that time with that card. I’d email their customer services or phone them or take it to Twitter.

andrainwillmaketheflowersgrow · 30/08/2023 17:13

TheHappyCarrot · 30/08/2023 17:11

But what if you pay with old fashioned cash and don't have email?

Then you ask for a paper receipt.

ethelredonagoodday · 30/08/2023 17:13

As others have said, as far as I understand it, under consumer rights law, if an item is damaged or faulty, then you have a right to a refund irrespective of whether you have the receipt. I'd dig out a bank statement though if you can and go armed with that. And I ask to speak to the store manager if you haven't already.

ZeusandClio · 30/08/2023 17:14

They are wrong not to take it back, if it is faulty you don't need a receipt.

BeverlyBrook · 30/08/2023 17:14

Email customer services.

Also you do NOT have to give out your email address. That is classed as private data, we will always be able to get a paper receipt.

I always say when asked for email address - no thanks just printed is fine thanks. Smile. End of.

Thementalloadisreal · 30/08/2023 17:14

Email, tweet them etc. If it’s blatantly faulty and not fit for use, and it’s their own brand, they’ll probably just replace it if you make a fuss.

ethelredonagoodday · 30/08/2023 17:15

I'd also suggest that maybe staff should be trained to ask people not wanting an e-receipt if they'd like a paper one. And not to lecture you on whether or not everyone will have them in the future... What about people who don't have an email address?!

Fakeairpodsfakeoodie · 30/08/2023 17:18

I would have just bought another one, taken a paper receipt, then gone in with the faulty one again another day and returned that for a refund.