kew

[LauraMercier]

Anyone know if Kew is in trouble? I bought a skirt thee just before christmas, wasn't sure if it fitted properly so wanted to try on.properly at home. Returned it after christmas and was told i was outside of their 14 day policy (by 1 day) so i could only exchange it. They admittedly did have a notice up but i had never noticed it. I did complain that christmas meant that they had been closed for many of the 14 days anyway/shops often give longrr iver xmas etc but got nowhere. I had to go back to work so couldnt exchange and they then said it had to be within the next week, as their policy is 28 days for exchange. I then burst into tears as i can rarely make it to the town that has a kew near me, and money is pretty tight. Shop assistant looked mortified, and gave me a credit note, but i wont get back to kew for a while and im a bit nervy they might go under. I haven't bought anything from them in years eithr so am doubtful my £60 will ever be spent, which makes me want to cry all over again. Bloody shop!

Kew are not in trouble. Am not actually sure why you've come to this conclusion..

Their refund policy is the same as their parent company's Jigsaw. Up until a few years ago, Jigsaw/Kew didn't even offer a refund, only a credit note.

Contrary to popular belief, shops are only required to refund faulty goods, although as a matter of goodwill, many have incredibly generous refund policies wherein goods can be returned up to 1 month after purchase. M&S used to offer refunds on goods up to 90 days (!!)

Some shops offer a refund within 14 days and a credit note within one month of the purchase date. This is perfectly legal. Kew has this printed quite clearly on their receipts and there's always a notice at point of sale.
It's up to you as a customer to ask for clarification as to their refund polices, never assume as not everyone operates the same way.

I'm not siding with them and I'm sorry if I sound unsympathetic but they've acted perfectly within the law.

I'm am sorry you've found this an upsetting and frustrating experience. I've been in your situation myself in the past.

I don't think they are in trouble but tbh it wouldn't surprise me as most of their stuff is either horrendously frumpy or overpriced. I've bought some nice biker boots, stripy tees and a nice leopard scarf from there in last few years but that's it.

I do get that they have acted within the law, but tbh they are out of step with most of the generous refund policies on the high street at the moment.

I don't understand why you were only offered a credit note that last 28 days? I returned something in july last year and didn't have the right card with me for refund and I used the credit note they gave me in october/november time.

I know they've acted within the law, but i still think, esp as a fairly expensive shop it's shoddy service. The credit note is open ended but they had initially said i could exchange only within the next week, and as I'll be unlikely to return for a while, i would hate to lose my money should they be struggling. On both occasions the staff were really salesy/pushy so i won't be buying from them again anyway. I've only ever bought 2 things from jigsaw, bothey were terrible quality and on both occasions the service i received was shocking, so it wouldn't suprise me if they did start to struggle.

Any chance you might be confused?

If their exchange policy is 28 days that is not the same as only allowing 28 days for an "exchange" using a credit note, is it?

An exchange means swapping one item for another- withint 28 days.

A credit note is a sum you can use against a future purchase.

I was caught out once at Kew like this because I thought the policy was 28 days for a refund not 14. I think in the end the manageress gave in as I was a regular customer.

But both Kew and Jigsaw have this 14 day refund policy. This is difficult as I live an hour from both stores and it means a special trip to exchange/refund.

I think they need to get into line with the rst of the High St.

John lewis for example will now exchange/refund with NO time limit a tall- within reason.

They also stock both Kew and Jigsaw so i tend to buy from them- and if you order by internet the P&P is free too.