Superdrug.ripping off customers?

[Pugwash]

Has anyone got any suggestions to solve this problem. Hubby, without consulting anyone, purchased prior to Xmas at Bromley Superdrug, an electric toothbrush for grandson. Talking with our daughter, found that she has purchased the same one.

Having a day off, I volunteered whilst I was Xmas shopping in Bromley, to take toothbrush and receipt back to see if I could get refund. Superdrug stated yes could have refund, but since hubby had paid by his debit card, they could not refund the money electronically without his card. I asked if I could have a gift card to the same value as we get lots of stuff in Superdrug. No problem, returned home with receipts, gave card to hubby. A couple of weeks ago tied to use it in Superdrug Peckham, did not work as Bromley had not activated it. Solution - was told to take card and receipt back to Bromley. Cannot find receipt as thrown away, but took bank statement which clearly showed purchase at Bromley. Bromley argued that without receipt could not activate the card, hubby showed statement and they said he could have purchased anything at the store and how were they to know that this was the amount on the card. Refused to activate the card which would have clearly showed the amount on the gift card. Hubby was not happy and asked to see Customer Relations Officer, was given a telephone number which was invalid.

I have had many a store gift card and given many, and I have never had to provide a receipt to activate a card. Surely when the card is processed at purchase, the card is automatically activated when the amount is entered into it electronically.

Hubby said he spoke to Manager of store, who even stated that how was she to know that the statement was hubbys ( he had an oyster card and al other ID on him). This to me is theft, I can understand if you had no proof of purchase then the store could be dubious, but you are often told by 'Which' that bank statements/credit card statements can be used as well to prove ownership. Has anyone got any suggestions . We are out of luck this year having purchased HMV vouchers for the kids and having to find alternative presents. We lost over ?80 when Virgin Stores went bust as had gift cards. Not in the mood to lose even more money when only one of us is working, by some silly ruling in Superdrug.

Is this a case I should put to the Trading Standards Team in Bromley?

[Fuschia]

I think if you needed to change or get a refund on a faulty item, alternative proof of purchase would be acceptable. However if, in effect, you just changed your mind there isn't actually a right to a refund.

However, it would be worth writing to head office, and posting on any Facebook /twitter account Superdrug may have

Good luck, hope you get it sorted

[giggirl]

Definitely write to head office. They agreed to give you the refund and now you have nothing - you don't have the toothbrush or the refund (gift card). How were you to know the card wasn't activated before leaving the shop? All round bad customer services. I think you'll get more out of head office than Trading Standards. Good luck.

[Parkdrive]

I bought my wife a Christmas gift from House of Fraser in Oxford street which she wasn't keen on, took it back with my receipt and debit card, money refunded and no questions asked. I was happy with the excellent customer service.

[Sue]

Parkdrive Wrote:

-------------------------------------------------------

> I bought my wife a Christmas gift from House of

> Fraser in Oxford street which she wasn't keen on,

> took it back with my receipt and debit card, money

> refunded and no questions asked. I was happy with

> the excellent customer service.

xxxxxx

But I understood from the OP that the reason the money couldn't be refunded in the first place was because the person didn't have her husband's debit card with her to process the refund electronically. That's fair enough.

It was the rest of the saga which wasn't.

[DJKillaQueen]

I'd write to head office too. They will probably refund you as a 'goodwill gesture'. But having said all that..the store will have an electronic record of the item being returned on the day it was, at the time it was. The till data, which is downloaded every day (and kept) shows every transaction including refunds - they scan the barcode of an item when it's returned for their stock levels. The manager could chase that up. I'd go back to the store as well and ask them to do that, especailly as it was a debit card transaction, the refund data should link back to that from your receipt.

[lameduck]

you have statutary rights and trading standards should be able to sort this out for you

I have had similar problems and usually refuse to leave the shop until they sort this out.

and it helps to tell all potential customers in the shop.

and when they move you outside by the security, tell everybody looking in the window

they are generally fed up with you by now, and refund you

good luck

lynne

[RosieH]

Also worth making a stink on their Facebook page and / or Twitter.

I did this recently when Selfridges delivered something not to my address and I couldn't get it back. They told me to take it up with Parcelforce, Parcelforce told me the item was delivered and there was nothing more they could do.

After a bit of going round the houses, I posted (well, ranted) on Facebook - their social media bod got in touch with me straight away, head of customer services rang me, another item was swiftly dispatched along with a gift voucher as compensation for my misery.

It's worth it, as they don't want the bad publicity.