Bad experience at North Face in Westfield

[SuzeMcG]

I bought a rucksack two weeks ago but it was too small for use as a gym bag. The receipt stated that they have a 14 day return policy for refunds, so yesterday was my last day for returning. My friend and I were on the way to Westfield yesterday when a crazy driver smashed into her car and spun us into the path of an oncoming taxi! We were fine but plans for shopping were shelved.

I went in today to North Face and the sales assistant refused to give me a refund as it is now 15 days since I bought the bag. The manager wouldn't come and talk to me because she was too busy. When she finally came out, she said that I should have called them after the accident to explain the situation. It wasn't really a priority yesterday! I finally left with a credit note but really would have preferred a refund.

Just thought I'd name and shame!

Curious as to why you wanted a refund instead of changing it for something slightly bigger?

I have worked in retail, and you wouldn't believe the stunts people try with regards to returns and exchanges (not implying yours was a stunt).

sorry, I think the shop has to stick to their policy. I've heard of people making up stuff about relatives dying just to get a refund

They have a (reasonable) policy.. they stuck to it.

You are not entitled to a refund unless the goods are faulty.

End of.

you got a credit note. they didn't have to give you that, but as a gesture of goodwill they did.

My issue was the fact that the manager was rude and that part of her job is to deal with customers. I realise it was at her discretion to refund or not. I was entitled to a credit note.

you aren't entitled to anything unless the item was faulty.

how was the manager rude? you didn't say she was rude in your OP. being busy isn't being rude. and she suggested you could have rung the day before to explain. you had 14 days to work out that the bag was too small and you left it until the last day.

Ruddynorah, the receipt stated that I am entitled to a credit note up to 21 days after purchase. You disagree with me, point taken.

that is a gesture of goodwill. your statuatory rights are unaffected by a store's own refund policy.

FGS, what next.Someone rushes in to explain that they had an ememrgency limb amputation?

An earthquake?

A smalltown massacre?

If you were that unhappy you sohuld have got there quicker.

Gedda grip.

I don't understand why you feel the need to 'name and shame'.

The policy was 14 days for a refund, and 21 days for a credit note.

They stuck by their policies.

What is the problem?

I think that given the recent "name and shame"/PR threads that have been on here, the OP was hoping that a load of people would come onto the thread with "poor you/inconsiderate scumbags/lets boycott North Face", then North Face would see the thread and then the OP would get her refund plus a $1000000000000 shopping spree, and use of the Mr Northface's holiday home in Spain...

Maybe...

Jus a thought like...

GeordieMinx - not really
I overreacted and will ask that this post is deleted along so the shop name is not mentioned.

They're not legally obliged to do anything if you simply change your mind - even such a policy is discretionary and at least they have acted by it. Sorry