Office Shoe Shops - Shocking Returns Policy

[pippo]

Hi. I have just bought a pair of mules from 'Office' for £30 and on continuing my shopping found two nicer pairs in 'Faith' for £10 and £8. "Bargain", I thought and I immediately took my mules back to 'Office'. To my amazement they refused to give a refund and only offered an exchange or store gift card. My husband argued with the manager who hid behind their no returns policy and then on the phone with customer services who said it was my own fault for not checking out the policy. We acknowledged their need to have a policy but thought a little common sense would go amiss as I had only had the shoes for about 20 minutes.

I wondered what other people's views are on this as I have found that all other stores have always been far more reasonable. I am currently furious with 'Office' and would really encourage others to avoid this chain due to their customer unfriendly policy.

Thanks, Disgruntled and slightly poorer, Pippo.

the fact that you saw the shoes, a nicer pair, for 1/3 and less than you hadbought them in office for, is why i dont go in there!
office shoes, ime, last no longer than anyone elses!

that is truly crap that you cant take shoes back that you had for only 20 minutes.

I don't think you are entitled to a refund simply because you changed your mind. It's pretty pants though as most places will refund you.

They are perfectly within their rights to offer you only an exchange or a store gift card as the shoes were not faulty.

i guess the gift voucher is better than nothing?

They only have to take them back if they're not fit for purpose - not just because you've changed your mind. Maybe it wasn't the best example of customer relations ever, but I don't think they were unreasonable.

Shop around a bit more next time!

Have found this on their website:-

EXCHANGES AND REFUNDS
Should you wish to exchange or return any items you may have purchased from our website. Please return your item(s) unworn and in an unmarked condition within 28 days, enclosing a copy of your invoice to:

OFFICE LONDON MAIL ORDER DEPARTMENT
Unit 2
Auriol Drive (off Oldfield Lane North)
Greenford Park Industrial Estate
Greenford
Middlesex
UB6 0TP

Please send the shoes via a guaranteed delivery service, such as Royal Mail Special Delivery, as we cannot be held liable for any goods lost in transit to us.

Please state whether an exchange or refund is required. Once your goods are accepted back into stock you will be issued with an exchange or refund. We regret postage and packaging cannot be refunded. We can only refund the card originally used for payment.

Alternatively, you can take the shoes with your invoice or delivery note into any Office store, where they will be happy to return the goods to us on your behalf, free of charge.

Perhaps you can argue your case with them, seeing as they seem to offer refunds on the web but not through their stores. Of course their argument will be that it is because you can't try them on buying from the website. But it is worth a try.

Message withdrawn

I find Office a rip off.

People do expect refunds for everything, though.

That's why I no longer use Ebay or the like.

Hi Fimbo. Thanks for you note. My husband tried that but it was just as you said!

I know that legally I don't have a leg to stand on but in terms of customer relations I feel they were unreasonable. everyone should have the right to change their mind!

think it is a bit unfair to denigrate them for not refunding you, when legally, you had no right to a refund, you were just ticked off you saw some cheaper shoes!

It would be a goodwill issue - no obligation at all - and not sure online policy would necessarily hold true for stores (where you can see/try before you buy) . Some stores would but equally many would n't, sorry.

1. Accept the store gift card
2. hang around checkout until you see someone snesible buying shoes, explain situation to them
3. come to an arrangement with the person in that they use your gift card and settle up with you in cash.

I have done this (not in Office), the manager was not pleased

Thanks Catinthehat. I may get my husband to do that.