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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:
beetr00 · 30/08/2023 18:53

www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

DON'T think 'no receipt' means 'no return'

With faulty goods, you simply need to prove purchase. This could be the receipt, but any other legitimate record – such as a bank statement – should be fine.

Cosyblankets · 30/08/2023 18:53

PoshPineapple · 30/08/2023 17:22

Cheeky minx! Of course I have emails, I just don't want to have to wade through any more crap than I already do.

Banking apps. I refuse to have anything financial on my phone as I had my phone pickpocketed leaving a concert last year. To this day, nobody knows how on earth it happened (I had face ID on the phone and two-factor authentication on the bank app), but 4 separate transactions were attempted via Barclays, for not insignificant amounts. Luckily, the phone was taken around 11pm and the attempted purchases were made later that night/early hours morning and because of the unsocial timings and the large figures involved, Barclays automatically rejected them and contacted me early the following morning. I'm not blaming the bank, my phone or anyone else, but clearly I had some security amiss somewhere so I took the decision to not have any bank/card-related business on my phone. I survived perfectly well for about 20 years without it, so I'm damned if I'm going to let a duvet cover change my mind 😂

So nothing bad happened with the banking app?
They stopped the purchases?
I'm with barclays. They're right on the ball with this kind of thing

CherryMaDeara · 30/08/2023 18:58

That’s bad customer service, especially if the duvet set is still on sale and at the same price.

However, you broke the cardinal rule -ALWAYS get a receipt, even if you’re 99% sure you don’t need it.

I would print my statement and take it to store.

Original poster
PoshPineapple · 30/08/2023 19:17

enchantedsquirrelwood · 30/08/2023 18:27

The law does not say that a retailer MUST give a receipt. But a retailer cannot make it difficult for a consumer to return faulty goods (that IS a legal requirement) and if they don't give you a receipt how are you meant to prove you bought the item from them?

Further, a retailer cannot tie the provision of a receipt which you need for consumer protection reasons with demanding your personal data for direct marketing. They do not need your personal data to give you a receipt and under GDPR they must have a reason for wanting your data.

When you buy online, you effectively get an email receipt. But you also have enhanced consumer protection and it suits the method of purchase- sending a receipt in the post would be a bit overkill (though it could go in with the parcel - but then if the parcel doesn't arrive...)

When you buy from a shop, you may pay cash and not even use a card, and therefore you need a paper receipt.

Retailers cannot refuse to provide one but don't have to give them automatically.

In some countries not providing a receipt is considered to be tax fraud.

I am thinking about writing a article about this.

Show quote history

You really should, you put that so succinctly and clearly. Are you related to Martin Lewis by any chance?!

OP posts:
Original poster
PoshPineapple · 30/08/2023 19:18

Cosyblankets · 30/08/2023 18:53

So nothing bad happened with the banking app?
They stopped the purchases?
I'm with barclays. They're right on the ball with this kind of thing

Show quote history

Completely agree - they were on it straight away. It's just put me off using something that (until today) I've never missed having since that incident.

OP posts:
cloudglazer · 30/08/2023 19:25

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.

New Look don't do paper receipts any more.

happyinherts · 30/08/2023 19:38

I hate this shop, but love their goods. They messed up with cutting my net curtains despite me asking twice if they knew what they were doing! Get home, they're all too short. Even though I had an emailed receipt, they would not exchange or offer credit. Sent a Tweet to HO. No reply, but doing research I see this is quite common. Incompetence. I had to make dolls clothes out of my netting and improvise on others.

FBI · 30/08/2023 19:39

In these situations, i often use something called Email subaddressing...

Email subaddressing, also known as plus sign (+) trick, is popularized by Gmail and now supported by most email providers. It allows creating a new email address by simply appending the plus sign(+) to your current email address.
For example, if your email address is [email protected], you can quickly create a new email address like [email protected] for Facebook, [email protected] for Twitter, etc.

I use name+[email protected] which i then use to filter. After a while you can figure out who has leaked your email address.....

Globules · 30/08/2023 19:41

I love the idea of the new rude email for receipts.

I cannot stand being asked for my email address at the till, and having to announce it to everyone else waiting. I don't want another thing to have to find on my phone.

My recent New Look visit, I had to practically argue with the assistant to give me a paper receipt.

BrightLightTonight · 30/08/2023 20:10

Order the same item online fir delivery, and then return the damaged item by the same route

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