Sammy

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  • in reply to: Store 21 comes to Wrexham #71109

    Sammy
    Participant

    Yes I know all about the distance selling regulations having worked for a company who were brokers for on-line sales. Quite often although you may not realise it when you order on-line you are not actually dealing with the company directly, you go through an agent because the store HQ hasn’t the capacity to employ their own staff. As part of our employment we had to learn all the laws regarding on-line sales and in-store sales for both new and used goods as the on-line exams are not on different papers, this is how I know about the 1979 sale of goods act.
    It may well have been amended since I left which is why it’s always a good idea to check with Trading Standards before complaining.
    I was given the information about Store 21 and their new return policy for on-line sales off a friend who still work’s for the on-line sales agency. I asked her if there had been any recent amendments to the sale of good’s act and she wasn’t aware of any.
    I think being able to return the good’s to the store is ideal for customers who don’t want to pay the return postage cost’s. Personally I wouldn’t buy off a company who charge return postage but with Stores like Store 21 who’s items are usually under £10 it would not be cost effective for them to offer it unless of course it was on large orders.
    I think it would be an interesting scenario should an in-store customer arrive at the same time as an on-line customer to change an item and be refused because they had bought it in store while an on-line buyer would walk out with the refund.
    I didn’t get into town today because I went to visit a friend in Flint but did get to discover while I was there that Store 21 in Flint is closing down, it’s going to be a pound shop.
    Apparently the Wrexham store has stopped opening on a Sunday due to lack of sales, not looking good for the company all around. It’s the staff I feel sorry for because jobs are not easily come by but when you think that they are only on 4 hour contracts I don’t suppose they have much to lose.

    in reply to: Store 21 comes to Wrexham #71108

    Sammy
    Participant

    It’s interesting though that if you buy on-line from Store 21 then you can return the item within 14 days for a full refund. From mid 2015 you will actually be able to return the item to your local store for the refund which is useful if you have one near you because Store 21 do not offer to cover your return postage costs. However if you buy a similar item in store then you can’t return it.

    in reply to: Store 21 comes to Wrexham #71107

    Sammy
    Participant

    Ok principal then, apologies for my dyslexia.
    However ridicule is like water off a duck’s back to me now.
    It’s any store really that has these policies.
    What no-one seems to realise is that it’s for the stores own good also. My last job was for a company who dealt in on-line sales. It was like a broker of a type that companies who sold on-line would use to sell through, rather than employ staff of their own. In on-line sales about a third of good’s are returned overall for various reasons. The stores who offered refunds as well as exchanges always sold more than the stores who offered exchange only and those who offered free return postage did better again. Satisfied customers return, dissatisfied ones don’t.

    in reply to: Store 21 comes to Wrexham #71106

    Sammy
    Participant

    The fiver is not the issue, it’s the principle involved.

    in reply to: Store 21 comes to Wrexham #71105

    Sammy
    Participant

    Hi,
    Yes I understand this, I too have been in that situation twice, Woolworth’s being just one instance. As I said before I worked in sales for many years and I have actually once owned a small retail outlet that I had to close due to lack of trade, shoplifting, and competition from large retailers etc, there really isn’t a great deal that I don’t know about retail having worked as shop assistant, manager and proprietor. As I said it would never have fitted anyone of my size and I believe in fairness all around, that includes customers, sales assistants, managers and the higher ups. Policies should never be just one-sided as fairness and common sense should always prevail.

    in reply to: Store 21 comes to Wrexham #71104

    Sammy
    Participant

    Hi,
    I didn’t actually get to try it on, I could see that it was massive when I took it out of the wrapper, they had some hanging up also and they looked correctly sized. I put it back in the wrapper, with the tags still on because I knew that it wouldn’t fit but when I returned I found that the others of that size that would have fitted had all been sold. Naturally I asked if they had any more in stock because ideally I would have just exchanged it for another one. When they didn’t and I was told that I must exchange it for something else I disagreed because there was nothing else there that I wanted. I had spent about £30 in total the day I bought the onesie so really didn’t need anything else. The other items were household goods and they were ok, not up to the standard of ‘Past Times’ but after all you get what you pay for, it was just this onesie that was very wrongly sized.I told them that if I wanted a onesie then I didn’t want to be leaving the store with a pair of slippers or a jumper and that as they couldn’t provide me with an alternative that was actually somewhere near the size that it should be then I wanted a refund.
    I don’t blame the staff, I’m sure it must be very awkward for them having to adhere to company policy when a customer disagrees, it’s the company who are at fault.
    I’m going back on Sat so we will see what happens in round two. If they have any back in stock then I will exchange it but I’m not coming from there with an item that I don’t want or need.
    Give me Primark any day of the week for the less expensive items and their sizing is known nationwide to be inaccurate but it’s fine for nightwear and stuff that doesn’t have to be dead on. Anything else I always shop at Debenhams where I find that quality and customer service counts.

    in reply to: Store 21 comes to Wrexham #71103

    Sammy
    Participant

    I feel sorry for the poor staff there to be honest, I mean if they can’t treat their customers fairly then how are they going to treat their staff. I did hear that they have a high turnover of staff from a relative who lives in Rhyl. Once I’ve sorted the refund I certainly wont be going in there again. It’s not a good way to attract trade either is it? I worked in direct sales for over thirty years in one way or another and customer satisfaction should always be top of the list. Most store’s realise this and that is why they offer a no quibble refund. I don’t make a habit of returning goods but whenever I have in the past it’s never been an issue, aside from that one occasion in the sports shop. I suppose one shouldn’t be complacent about such matters these days and assume that all stores are going to up to the standard of their competitors but well as the old saying goes, ‘once bitten twice shy’.

    in reply to: Store 21 comes to Wrexham #71102

    Sammy
    Participant

    Hi,
    Yes thank you for the input, I have looked into this previously with trading standards and yes it is tricky. There are however certain instances where stores are required to refund the money and others when they are not. If it is their policy not to refund on a cash basis then a notification should be clearly exhibited in a place where all customers can see it before they have made their purchase. However even if they have failed to do this a customer is not entitled to a refund if the item itself is marked faulty or non-returnable. If the item is not marked non-returnable and there is no notice displayed and it is not suitable say for instance because it may be marked a size small and when the pack is open it is clearly isn’t a size small, even though the label states it, (bearing in mind that there is a great variation between makes), but for example if there is room for two other people inside or if it’s that tiny that it won’t fasten and the store cannot offer a suitable alternative at the customers request then the customer has every right to expect a refund and any reputable company would comply.

    in reply to: Plans for 350 new homes in LLay !!!!! #70440

    Sammy
    Participant

    I did see this in the newspaper a few week’s ago, I thought that it was that area that would be the site. I work on the industrial estate in Llay and come along the Rosset to Llay rd every morning and there is traffic chaos already with the disruptions on the by-pass by Chester. I had to take a detour along Geggin Lane the other week or I would have been stuck there for an hour so how that road will cope the the extra traffic I do not know.

    in reply to: Store 21 comes to Wrexham #71101

    Sammy
    Participant

    I didn’t know that Greenwoods was going too, that’s a shame, it must be one of the oldest shops in the town. As for store 21, I finally got back into town to change the onesie for a smaller one, only to be told when they didn’t have one my size that I couldn’t have a cash refund and that I had to have an exchange instead. Oh no-way, I know it’s only a fiver but that’s not the point, it might have been £50 and I would have had the same answer. It’s a customers statutory right to a refund unless the good’s bought are marked faulty and say ‘no refund or exchange’ when you buy them. I’ve had this argument with a sports shop in Broughton previously and told them the same as I told Store 21, that their company policy is not above the law. I went through the bank on that occasion and cancelled the payment on my credit card, not as easy to do in Store 21 though as it was a cash purchase. I was in my lunch break so didn’t have the time to argue with them but I will be going back to demand the refund and if I don’t get it then it’s trading standards for me.

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