Auto Key Wizard Posted October 25, 2007 Report Share Posted October 25, 2007 We made a sale of a Ring Cyba-Lite (Torch) product @ £14.99, The lady made the purchase of her own freewill (no hard sell) She left the premises, but returned two minutes later to demand a refund on the item, she said "I have changed my mind about the item & would like my money back". I informed her that I am aware of, & understand the rights for both the consumer & retailer, & that:- Under the Sale of Goods Act 1979, a consumer may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described. They are also entitled to a refund and/or compensation where the seller had no legal right to sell the goods. In other cases, for example, where the consumer has bought an item of clothing in the wrong size, or they have changed their mind, or an item is an unwanted gift, there is normally no automatic right to return goods. There are a few exceptions to this rule, including goods sold by mail order or over the Internet, and some goods sold to a consumer during a visit to their home. I did not make a refund, but offered her the choice to either take another item to that value or a note of credit to be used on future purchases. She was not happy with either option & left. 1. Was I right in my decision? 2. How would you have tackled this situation? Note: the customer was not a regular. Link to comment Share on other sites More sharing options...
Danny King Posted October 25, 2007 Report Share Posted October 25, 2007 Hi Tel, I agree with you but I feel alot won't. I blame the big stores for this. It has made people think the have a right to change there mind whenever they want to when purchasing goods from a shop. Danny Link to comment Share on other sites More sharing options...
Guest k@lsb Posted October 25, 2007 Report Share Posted October 25, 2007 it is the big stores,that are to blame for this attitude...at tescos,now even if you dont have a receipt they will,exchange the item for you?even if you did not buy it there.as long as they sell the same identical product...very odd..................danny i would have also pointed out to her, that once she had left the store,the item then becomes second hand ......so a change of mind is not good enough..and you are only a small shop....stand by youre shop principle....i would have done the same,unless there were diffrent curcamstances...also put a small plaque up ..stating youre shop policy......................changing the subject.did u no, if a customer brings his,shoes/cup for engraving etc.and there is a scratch,mark on the upper.it iss up to you to point this out to the customer,before they leave.if you dont when they come back they can say you did it..and the law states its up to you the retailer to prove it was not there in a court of law.not the other way round......................im very for pointing out stains and marks to customers.as u always get one who thinks there clever.. Link to comment Share on other sites More sharing options...
Alan Posted October 25, 2007 Report Share Posted October 25, 2007 Hi Tel If memory serves if you issue a credit note under recent legislation the customer can insist this is exchanged for cash.I haven't checked this with the FSB legal boys but will do tomorrow. Alan Link to comment Share on other sites More sharing options...
kobblers Posted October 25, 2007 Report Share Posted October 25, 2007 i probably would've done the exact same thing tel under the circumstances. like you, i know this part of the law too, also about 'contracts', glad to see you didn't back down. rick. Link to comment Share on other sites More sharing options...
Hugh-Candoit (ENG) Posted October 25, 2007 Report Share Posted October 25, 2007 No need put up a sign otherwise you would have a shop full of advisory signs. Tel is quite right, you do not have to give the refund unless as the reasons he mentioned. The custmoer may have seen the item for £1 less at Planet UK900s shop the large stores are in a constant battle to gain regular customers at any expence and do take back other stores merchandise in certain circumstances, but it is not mandatory. morally I would have asked the quest, "why do you wish to have a refund", if the answer was one of hardship nature then my gut feeling would be to give them a refund less a handling charge. This is now becoming more prevelant as it takes time to sell the item in the 1 st place and then complete the transaction by wrapping and tilling the item in. Usually the restocking charge is 10% of the value. Link to comment Share on other sites More sharing options...
hibsjo(SCO) Posted October 25, 2007 Report Share Posted October 25, 2007 you should have engraved something on it for her before she walked out of the shop(for free as its in the price) then she wouldnt have dreamed of coming back. but you were right in what you said. carry on! Link to comment Share on other sites More sharing options...
TITs Posted October 27, 2007 Report Share Posted October 27, 2007 For £14.99 I would have given her money back and moved on with my day, I dont like to be used by customers and it only happens every couple of months so I feel that giving them the small victorys leaves me free to fight the bigger battles, ye shure I have done exactly the same as you but for £14,99 i now just give them a refund with a smile and keep the "goodwill" rather than have some old crow going to the day centre or the bingo and telling anyone in earshot how I ripped her off, Its better to chose your battles and fight the ones worth fighting, If it had been for £200 then i would have a different point of view, We always charge a restocking fee, and 9/10 times the fee is greater than the price differance that they saw the product for sale along the road cheaper Link to comment Share on other sites More sharing options...
ironplanet uk900 Posted October 27, 2007 Report Share Posted October 27, 2007 I agree with TITs. £14.99 ain't worth getting your knickers in a twist for. O' Hugh, It would have been dearer in my shop Cus they have to pay extra for a quality service Link to comment Share on other sites More sharing options...
Hugh-Candoit (ENG) Posted October 27, 2007 Report Share Posted October 27, 2007 O' Hugh, It would have been dearer in my shop Cus they have to pay extra for a quality service Yer nean the extra provides the booze money on a friday/saturday night Link to comment Share on other sites More sharing options...
ironplanet uk900 Posted October 27, 2007 Report Share Posted October 27, 2007 This is true Haloween party tonight, My missus is getting me a costume I'll probably end up being a Gay vampire Link to comment Share on other sites More sharing options...
Hugh-Candoit (ENG) Posted October 27, 2007 Report Share Posted October 27, 2007 No change there then Link to comment Share on other sites More sharing options...
ironplanet uk900 Posted October 27, 2007 Report Share Posted October 27, 2007 Bloody vampires Link to comment Share on other sites More sharing options...
Hugh-Candoit (ENG) Posted October 27, 2007 Report Share Posted October 27, 2007 Stick those false teeth under the pillow tonight and the Tooth Fairy may bring you something special. Link to comment Share on other sites More sharing options...
Alan Posted October 28, 2007 Report Share Posted October 28, 2007 f you take goods back to the seller because they are of unsatisfactory quality, not fit for their purpose or do not match their description then you do not have to accept a credit note, you are within your legal rights to ask for your money back. However, if you accept a credit note when you were entitled to your money back, you cannot later change your mind unless you can prove that you were forced to accept the credit note by the seller. If you have taken goods back to a seller because you simply changed your mind about them, for example you did not really like the colour, then you would have no legal right to ask for your money back. If the seller is offering you a credit note in these circumstances they are doing more than is required by the law. The above was taken from the C.A.B.web site Iwas wrongjavascript:emoticon(':oops:') Embarassed Link to comment Share on other sites More sharing options...
Alan Posted October 28, 2007 Report Share Posted October 28, 2007 and I can't use emoticons Link to comment Share on other sites More sharing options...
kobblers Posted October 28, 2007 Report Share Posted October 28, 2007 tel did actually say that the customer demanded, not asked nicely, for a refund, this was my point about 'circumstances'. depending on the price of the goods i may well have been along the same thought lines as tits and offered the refund out of goodwill (without a restocking charge)if the person was decent about it but i certainly wouldn't if they demanded it as though they had a right to a refund. i'm not sure if the law is still the same but when i did it at college there was a part of the law that said that once you have agreed on a sale then you have every right to pursue the customer through the courts, if necessary, for any monies owed to you, especially in the case of deposits taken on goods or services. this also applied/applies if a customer leaves a pair of shoes, say, and then comes back in five minutes later saying they've changed their mind. they have a legaland binding obligation, just like we do to fulfil their end of the contract. Link to comment Share on other sites More sharing options...
Hugh-Candoit (ENG) Posted October 28, 2007 Report Share Posted October 28, 2007 Well, if we are going to be full-filling customers ends then I'm coming out of retirement Link to comment Share on other sites More sharing options...
k4mrc Posted October 29, 2007 Report Share Posted October 29, 2007 as i see it though your well within your rights to refuse a refund, but it isnt worth the hassle - you may as well have told her to fxxx off (which of course none of us would ) she probaly got up the road and saw a cheaper one. either way you lost a customer. did you know that at the big stores (asda,morrisons) if you buy a bottle of wine get it home then drink 2 thirds of it you can take it back and get a full refund (saying it did not taste right!) with customers getting this sort of service at these stores they seem to expect it everywhere - thus trying to get a refund just because they change there minds... Link to comment Share on other sites More sharing options...
Guest Phill Posted November 8, 2007 Report Share Posted November 8, 2007 did you know that at the big stores (asda,morrisons) if you buy a bottle of wine get it home then drink 2 thirds of it you can take it back and get a full refund (saying it did not taste right!) Thats how you get your free Lambrusco cheap skate Link to comment Share on other sites More sharing options...
Lee Posted November 9, 2007 Report Share Posted November 9, 2007 and I can't use emoticons To fix this click on your Profile button, scroll down & where it says >Always allow BBCode click YES, you must have it set to NO. Lee Link to comment Share on other sites More sharing options...
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