Purchased item in error - no refund, credit note

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Plek Trum

Registered User
Messages
629
Hi all,

I was sent to a large super-pet store in Manor West, Tralee on Saturday to collect a dog blanket that a friend wanted. Found it, paid at the till and when I got to the car checked my receipt and change, priced 48.99 (I thought they nust REALLY love their dog!)

Met friend 2 MINUTES later and discovered this was the wrong size and excessive in price. Went straight back in, explained to the girl that I had picked up the wrong item, it was priced incorrectly on the stand and could we please exchange and have a refund. We were told absolutely no way, sometimes customers move stock around (?) and the best they would do is issue a credit note for the amount instead.

Now I understand that they are within their rights to do this but they were not even willing to refund the balance of the credit note in cash and have us take the smaller blanket. Needless to say I was less than impressed with their customer service and left - we now have a credit note for 50e, no dog blanket and NO intention of ever visiting them again!

In this day and age I thought it would have been good service to have refunded even the balance in cash (20e) and we would have been happy all round. The time on the receipt clearly showed that 2 minutes had elapsed. Ah sure.. what can you do?
 
Plek Trum said:
Went straight back in, explained to the girl that I had picked up the wrong item, it was priced incorrectly on the stand and could we please exchange and have a refund.
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You should have, still can, but much harder now look for the manager/owners. The girl was just doing her job, as her instructions. If the manager/owner is not there, get the staff the phone them and put them on to you. I have done this is McD's when over charged. The Duty Manger refused to accept the displayed price, claiming it was wrong, when pointed out. They claimed they had no contact number for owners/manager. I asked who/how they would contact them if the place went on fire. She then went off in a huff and go the proper manager from the back who gave me the item for free. All the sake of 20cent, in the end it was not worth it for what it did to my blood pressure.
 
So you purchased the wrong item and they gave you a credit note that they were under no obligation to do.

That's very good customer service in my book.
 
Ah I know they are following best practice and yes, a credit note is a gesture but gosh, when I say I walked outside the door and then almost straight back in when I was told it wasn't the right one, the girl was still serving the man behind me!

The shelf wasn't labelled correctly with the price either. If they had even met me half way and allowed me to buy the smaller blanket and refund the difference I would hva been delighted. There is a much smaller, local run pet shop down town that we usually use but we went with convenience of parking with this big chain. Lesson learned I guess!
 
It might still be worth talking to the manager if you can get hold of him/her. True, the blanket may have been moved to a spot on the shelf showing the price for another item, but it's a very easy mistake to make. It is always worth checking that the description on the price ticket matches the item you're about to buy. I would definitely try to talk to the manager, and explain the situation calmly. But if you are left with the credit note, make sure it gets used - you mentioned that this shop is part of a chain; maybe you could go to a different branch if you don't want to give that particular one your custom.
 
We are a big family of dog lovers so my mum is kindly going to take the credit note from me for the pets at home - but I will certainly be going elsewhere from now on.

Shame for the big store really, as I am researching tropical fish and will be treating myself to a good aquarium in the New Year. One more reason to shop and support local I guess!
 
If your friend was that close by why didn't they purchase the item that they wanted rather than getting a 3rd party involved? They seemed to know what they wanted and had an idea of the price where as you didn't fully understand what you needed nor the price range.

I think you've been unfair on the store as they offered a credit note for an item that was purchased by you and returned even though it was fit for purpose.
 
I think in the circumstances, the store acquited themselves very well.

You were unsure what you wanted, apparently didn't ask for assistance when shopping, didn't get much guidance from your friend, got rid of the credit note the store so kindly provided when I don't think they were under any obligation to, and now you want to shop elsewhere.

I think the big store is probably on a winner by not getting more of your custom.
 
jhegarty said:
So you purchased the wrong item and they gave you a credit note that they were under no obligation to do.

That's very good customer service in my book.
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''You do not have to take a credit note if your complaint is covered by the Sale of Goods Act. You can insist on a refund, a replacement or a repair. '

Surely in this season of goodwill, they could have offered you an exchange/replacement .

What has happened to the age old saying '' the customer is always right '' !
 


That is only for faulty goods.

The credit note was an act of goodwill.

And the customer is rarely if ever right.
 
jhegarty said:
...
And the customer is rarely if ever right.
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"I'd have a great job is it wasn't for the bleedin' cutomers always bleedin' whingin' and lookin' for attention", customer services desk employee in a large supermarket chain.

bah humbug.
 
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