***I need your help or advice PLEASE? Regarding a shops customer service...*** - HotUKDeals
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***I need your help or advice PLEASE? Regarding a shops customer service...***

cloudthecat Avatar
8y, 6m agoPosted 8 years, 6 months ago
***UPDATE***

Thanks to all of your help and advice people, I sent a letter as advised to Recorded Delivery explaining my point that the shoes were clearly too big.....and not sold as described....

Guess what?

They have only returned it to me and said they stand by their case.......!!***!!***

WHAT???

I am absolutly flabberghasted that they can be so ...... ???

Petty?

Nonchalant?

Contemptuous?

It beggars belief......

In the name of Customer Service WHAT on EARTH do Baron Jon feel that they are going to gain by this utterly ridiculous example of how NOT to treat a Customer...

Oh I don't know... I wont get bitchy about it -

THANKS SO MUCH for all your help and advice so far UKHOTDEALS memebers,,,,

So it looks like it is the next step then?

Hello all,

Could you give me your thoughts / opinion please? (I apologise if I have placed this in the wrong section by the way...)

Basically - it isn't neccessarily about my consumer rights' - as in this case, I don't believe I have too many, but it is more of an issue of Customer Service, or integrity, or whatever you wish to call it.... Well, I think anyway...

The story goes something like this - ~I will call the shop Suits Are Us just for the sake of it, so that I protect the real underlying retailer....

I have been shopping in this shop for .... Well, all in all over 20 years now believe it or not - in that time, I have grown up and seen many different styles and fads and fashion come in and go out and so on....

I have in my younger years purchased HUNDREDS if not thousands of punds worth of suits, shirts, jackets, trousers, shoes and all sorts from the shop...

And believe it or not - within reason the SAME person that has been the Store Manager has been there virually all that time, so obviously he knows me on first name terms....

As I do him.....

I must admit - lately as the shop is now targeting a younger audience (Or I have grown up) I can't always go in there and spend my hard earnt pennies, but nevertheless, occassionally they do have things which are still appropriate for both going out and work...

Recently I pooped into the shop and asked my (kind of) buddy "What have you got that will fit me in suits and clothes today Steve?!" (Before you lot get any thoughts of SuperSize me - I am a modest 32 /30!!)

So Steve duely obliges and gets me two suits and a shirt and tiew, and a couple of other bits...

Great I said, I will take the suits, and the shirt and tie, and oh, I like that tiop as well please....

Actually, I then spotted a pair of shoes/boots that were EXACTLY the same make as the ones I was wearing... That was handy, as I had worn mine to death...

So I asked if he had those too in my size.... "Yes I do" He said, and popped them on the countertoo....

Now here comes the stupid bit - as they were EXACTLY the same size and make as the ones I had on I didn't try them on in the shop....

So I paid for my suits and what not, and took them home - OK they were too big round the waist, but I got a tailor to take them in, and reduce the trouser length....

I tried on my lovely shoes and - guess what? Yep, to my horror they were WAY too big! Not just a little too big, but LOTS too big, even though they were the same size as the ones I love and was wearing before....

So, I pooped up to my local shoe shop and tried a pair of insoles in them - NOPEstill too big...

So, regrettably I was going to have to take them back. Don't get me wrong, these wern't just a tiny bit big, these were nearly an inch too big, so much so that you could almost flip them off....

I haven't worn the shoes anywhere yet befor you say something they still have their tags on and the price, but were just no good.

So, back I went.

Unfortunately, the NEW over enthusiastic trainee Manager asked me if I could read? I said "Yes - why?"

Well, it quite CLEARLY states there on the till point that we will NOT give refunds, we will ONLY give a Credit Note or an exchage..

I said to him, but Sir, you don't understand, I have been shopping here for over 20 years, and know the Manager and have neverhad this problem before.

"Well, if you have been shopping here for that long - then you will know our refund policy wont you!" NO REFUNDS! OK!??

He then proceeded to argue the toss with me in front of other customers waiting to be served in the shop annoying them still further - I had no choice but to reluctantly accept a credit note - as the shoes were clearly no good to me.

The only thing is, neither is a credit note to an extent, as we have just mentioned above, the shop now caters for a much younger audience than I....

So, I thought, well lets phone up Head Office and explain the above... I did, and a kind chap there promised to sort it out....

I explained, that whilst I understand the shop has no legal duty to refund me, SURELY their is a Customer Car issue here? Or more to the point - if it is BUYER BEWARE, then when I asked for the shoes to be thrown in too, do you not think that my chum that served me should have said, "Whatever you do TRY THESE ON BEFORE YOU LEAVE THE STORE!!" (Or similar)...

He agreed, and said he would sort it out, as Customer Loyalty and reputation meant something to him....

He duley called me back and said to me to pop into the shop Saturday and they will rfund my money as a point of Principal - (You know what I am going to say next don't you?)

I went in there, and saw both the person that originally served me, as I did the chap that was very rude to me - they BOTH said "We stand by our company's policy, and will NOT be refunding you..... They went on to add that the prson I spoke to at Head Office had no "right" to overrule them, and that the day he called them and told them this, the BOSS of the company (it is a Privately owned chin by the way) just happened to be in the shop THAT VERY MOMENT he called and quote "Went ballistic!"

Not, as some may thing the appalling way they treat their customers, but the very fact that somebody DARED to suggest that they give me a refund at all! NO WAY will that be happenning!

I asked what in heavens name happens at (say) xmas time then when people buy xmas presants and so on?

As it says on the till we DO NOT REFUND! Its exchange only, he went on to add that

"Right, say I refund you - then I have to refund EVERYBODY!"

What utterrubbish that statement is! I asked him if he can accept the word discretion - clearly not.....

Anyway, I called Head Office today and asked to speak to the owner of the Company - surprise surprise he is not contactabe, and I have been asked to write in.....

Am I missing something here? As i feel I'm losing the will to live! And this has NOTHING now to do with the money - this is now purely a Customer Service issue.

Just before I left, I said to the chap, that had I not have been so homest in the first place and (say) damaged the shoes, then they would have to have given me a refund as they would have been faulty goods. He went on to add - that they wouldn't accept that and would send the shoes off for testing to see if i had deliberatly damaged the shoes.....

The whole story gets more and more farcical as it goes on......

I am left in utter disbelief.... So, short of trying to track down the owner of the shop,,,,,

I wondered if any of you decent member of HOTUKDEALS had any advice or thoughts or whatever.

I KNOW I should have tried on hte shoes, and MAYBE I should have looked at the till, but having shopped there for over 20 year, I thought that my chum I had got to know whould be as honest with me and I have always been with them.

Thanks in advance.

Cloud the cat
cloudthecat Avatar
8y, 6m agoPosted 8 years, 6 months ago
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#1
Wow that was long! I see your point and can see why you are so annoyed! (I had to accept a credit note the other day but wasn't happy about it!!)
If i was you i would ring the head office again and try and get something sorted - sorry it is not great advice but after reading your story for so long i thought it would be wasteful not to reply!!
#2
Do you have the name of the person at Head Office that you spoke to?
banned#3
Is 'steve' still working there as i couldn't work it out from the post?
#4
Flog the credit note on ebay- and never go back.
#5
if you have shopped there for 20 years why do you need a refund surely a credit note would be suffice
#6
Just wondering what shop is this?
If you don't want to same name,fair enough,but is it a like a 1 off shop or a big chain?
#7
If the bloke from Head Office said they would refund and the store said no, I would think that the head office ought to be able to send you a refund from there with a letter cancelling the credit note and inform the store of the same!
1 Like #8
I think that since writing that lengthy OP, cloudthecat has passed out with exhaustion.
#9
It sounds like the shoes were wrongly sized and therefore they should have offered a refund, contact Trading Standards.
#10
Just get a smaller size?
#11
thesaint
Do you have the name of the person at Head Office that you spoke to?

Yes I do.....

I spoke to him today - and he told me that the owner of the company MAY have over ruled him? To be fair - the guy at head office was really helpful to start off with..... Then - well back to square one...
#12
thesaint
Do you have the name of the person at Head Office that you spoke to?


I like your post below!! Vey funny!!! :-D
banned 1 Like #13
Goods should be fit for purpose. If they were incorrectly sized, then this would suggest they were most definately not fit for purpose.

Ask the helpful "reader" if knows anything about the law and if he thinks the shop signs over rule the sale of goods act and somehow make them above the law!


Must I accept a credit note instead of a refund?

It depends on why you want to return the goods.

• If you have changed your mind, then the shop doesn't have to do anything.

[COLOR="#ff0000"]• But if the goods are faulty, incorrectly described or not fit for purpose, then you are entitled to your money back (provided you act quickly), and you certainly don't have to take a credit note[/COLOR]

• If you do accept a credit note in these circumstances, watch out, as there may be restrictions on their use.

[COLOR="Red"]• If the shop displays a sign stating they only give credit notes instead of refunds, they might be breaking the law and you could report them to Consumer Direct on 08454 04 05 06[/COLOR]. Consumers in Northern Ireland should contact Consumer Line on 0845 600 6262.


I would suggest being incorrectly sized as being not as described. And remind them that sign breaks the law!

Have fun!!!
#14
KELLY 'N' STEVE
Wow that was long! I see your point and can see why you are so annoyed! (I had to accept a credit note the other day but wasn't happy about it!!)
If i was you i would ring the head office again and try and get something sorted - sorry it is not great advice but after reading your story for so long i thought it would be wasteful not to reply!!


I will try to get hold of the head man tomorrow - and tell him that Imm gonna tell ALL my buddys on HOTUKDEALS just what a horrid shop it is! LOL!:p
#15
pghstochaj
Just get a smaller size?


Then I can safely assume that they will be too small surely?

I think that to be honest - I am unlikely to saunter into the shop ever again anyway after that!
#16
am i being thick here but could you not just have got a smaller size in exchange?
#17
colinsunderland
Is 'steve' still working there as i couldn't work it out from the post?


Yes he is.... But ? He is obviously not as creditworthy as I thought! (Not to mention honest/helpful!)

Meow!
#18
ants97
am i being thick here but could you not just have got a smaller size in exchange?


I could have gone for a smallersize if they were in stock - but it would have to be a whole size smaller as they dont do half sizes, and I bet that would have been tooo small anyway!?:oops:
#19
cloudthecat
Then I can safely assume that they will be too small surely?

I think that to be honest - I am unlikely to saunter into the shop ever again anyway after that!


Well that assumption did not work well on what you did before. If you wanted the shoes in my opinion you should have returned, said they were too big could you try on smaller sizes and sorted it out in minutes..
#20
drdanielmacdonald
Flog the credit note on ebay- and never go back.


THATS FUNNY!!!! I like that Idea!!!:-D
#21
cloudthecat
Then I can safely assume that they will be too small surely?



then try them on before you leave the shop this time if they have them in stock.

if not i'd just keep the credit note for something else. not worth the hassle
#22
jasonrat
if you have shopped there for 20 years why do you need a refund surely a credit note would be suffice


Yes, I would tend to agree IF I were 20 year younger perhaps? Thing is, as I have got older the clothes and shoes have stayed at the teenagers end.... The sort of tacky shop that caters for both teens and 20 somethings,........

So, nowadays, I can't ralistically find anything in there normally....:w00t:
#23
Mum2Connor&Cerys
Just wondering what shop is this?
If you don't want to same name,fair enough,but is it a like a 1 off shop or a big chain?


Well, I didn't want to say the name as I wasn't sure what the rules were about saying a companys name?? Its ......

Errr.. ...

?
Do I just say it?:whistling:
#24
is it topman?
#25
Aquatic
If the bloke from Head Office said they would refund and the store said no, I would think that the head office ought to be able to send you a refund from there with a letter cancelling the credit note and inform the store of the same!


Now thats a thought......

I could send the credit note back to them!!

Although, that may be like kind of stoopid too perhaps?

Grrrowl! (in a cat way!)
banned#26
cloudthecat
Well, I didn't want to say the name as I wasn't sure what the rules were about saying a companys name?? Its ......

Errr.. ...

?
Do I just say it?:whistling:


Yes, you can always edit out after if it really bothers you. No one else will care!!!
#27
thesaint
I think that since writing that lengthy OP, cloudthecat has passed out with exhaustion.


That is SOOOO funny! You made me laugh!

Thanks!

:-D:p
#28
guv
Yes, you can always edit out after if it really bothers you. No one else will care!!!


Its a small line of shops (probably in the south east mainly)called Baron John, and they are owned by two blokes I am told.... One of them was 'apparently' just happening to pass by the shop the very moment the head office called.... Hmmm?:whistling:
#29
ants97
is it topman?


Not quite as tacky but almost! LOL:-D
#30
cloudthecat
Its a small line of shops (probably in the south east mainly)called Baron John, and they are owned by two blokes I am told.... One of them was 'apparently' just happening to pass by the shop the very moment the head office called.... Hmmm?:whistling:


Yeh I know the shop,my partner bought in there before ( he's 32 ) I'm trying think where if at this outlet we go to or another indoor shopping mall,perhaps it was Bluewater,damn I can't think,thats bugging me now.
#31
chrysha
It sounds like the shoes were wrongly sized and therefore they should have offered a refund, contact Trading Standards.


Funnily enough, I suggested that to the bloke in the shop when I rturned them, and he went on to say that they are allowed to sell shoes that vary n size in up to 10% of any size either way?!?!

Now, that certainly explains why one size does not fit all!

Blooming cheek!:w00t:
banned#32
cloudthecat
Its a small line of shops (probably in the south east mainly)called Baron John, and they are owned by two blokes I am told.... One of them was 'apparently' just happening to pass by the shop the very moment the head office called.... Hmmm?:whistling:


Its not him then? :p
#33
Mum2Connor&Cerys
Yeh I know the shop,my partner bought in there before ( he's 32 ) I'm trying think where if at this outlet we go to or another indoor shopping mall,perhaps it was Bluewater,damn I can't think,thats bugging me now.


They have one in Bluewate, one in Croydon, one in Bromley, and others scattered over the South East - normally lots of posters with SALE on it in the front window.....

But yes you are correct.... Thats the one.....:viking:
#34
:giggle:
guv
Its not him then? :p


No silly!!! Baron Jon - not the Right Hounourable John Baron!! LOL!!!:p:prop::prop:
#35
cloudthecat
They have one in Bluewate, one in Croydon, one in Bromley, and others scattered over the South East - normally lots of posters with SALE on it in the front window.....

But yes you are correct.... Thats the one.....:viking:


Right,I think the 1 he might shopped in was in The Glades Bromley,I'm pretty certain it was that 1.
banned#36
This is the one.

http://www.baronjon.com/

And if you read post #14 it tells you who you need to contact and where they have gone wrong.
#37
Lol we discussing it here me and my partner,yeh he says he bought a Ringspun top in the 1 in Bromley and it was £55 but we got to till and it was £45 - omg I say to cost.
banned#38
Mum2Connor&Cerys
Right,I think the 1 he might shopped in was in The Glades Bromley,I'm pretty certain it was that 1.


OOh! Thats a bit close for comfort!!!!!!! Where you from then?
#39
cloudthecat
I could have gone for a smallersize if they were in stock - but it would have to be a whole size smaller as they dont do half sizes, and I bet that would have been tooo small anyway!?:oops:


mate, imo you cant just ASSUME all the other shoes there wont fit and demand a refund, they are hardly unfit for purpose as they werent tried on, it was your risk, seriously dont see what would of been so hard about trying the next size down on and comng away with the shoes you originally wanted, or is that to simple?
#40
guv
OOh! Thats a bit close for comfort!!!!!!! Where you from then?


lol guess?

It's been mentioned before but rep for 1st person who guesses correct,1 guess only per person lol.

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