Saturday 27 March 2021

The Voice - Consumer's Voice

Won't they change my shoes?

Kindly assist. Almost 2 weeks ago a bought 2 pairs of shoes from a store at Riverwalk. I am between sizes 5 and 6 depending on the cut. I had been allowed to try on the shoes in the store and a 6 was a perfect fit for the other shoe, while the other pair was a bit tight. I thought it was because my feet were a bit swollen at the time and would fit well when the swelling has gone down. I was wrong, it seems they are a small cut. I then went back to the store after a week as I was away on a business trip only to be told I cannot exchange the shoes as I did not have the receipt. I understand that their policy requires I should have a receipt, unfortunately I must have thrown it out.

The shoe has never been worn and still in the box and all I need it to exchange it for a more fitting size. Twice I have been to the store and they are plainly refusing to exchange for me. I have met the supervisor only, who told me he narrated my request to the manager who still insists they cannot help me. I am so frustrated as I really like the shoes and they were a bit expensive at just under P500. Thank you in advance for your assistance and stay blessed.

I know why stores say you can't return something without a receipt. They believe that some customers are lying, cheating crooks who do their best to steal money from stores by trying to return things they didn't actually buy there. But how often does that really happen? I don't believe that it's a common thing. All it does is insult the majority of us who are decent, honest people who just want a fair deal.

My problem is also that it's a bit lazy. Surely stores can see in their computer systems that I came and spent money in their store on a particular product on the date I claimed? Is it really that difficult? Surely their returns policy should talk about "proof of purchase" rather than a receipt?

The good news is that I contacted the MD of the company and he took a look at the situation, made a phone call or two and he told me "Thank you very much for this. We have since contacted the customer and sorted the issue."

There's a lesson for every company, every store, restaurant, supplier of anything. When things go wrong, treat the customer with respect, don't start by assuming they're a crook and do your best to find a solution. It's a shame that it took the MD to fix it but all's well that ends well.

Must I pay for storage?

Hi Mr Harriman I need help. I bought roofing materials last year in the first lockdown. Because of the lockdown restrictions we agreed that they keep the materials for me until I'm in the roofing stage or I started roofing. To my surprise in early February I sent the builders to go fetch materials and I'm now told I have to pay an extra 12k. They are now saying its for storage. it wasn't agreed on coz I could have taken them earlier to avoid the extra charges.

Is this OK or I'm being crooked by the shop manager?

The only thing that matters here is what was agreed in writing. There's a general rule that once an agreement is in writing that writing is all of the agreement. Verbal agreements and unilateral decisions by one party don't matter. One party to an agreement can't just make things up or decide that they want to add something to the agreement without the consent of the other party.

Meanwhile, it is quite common for suppliers to charge you a storage fee and that's probably reasonable. The goods you bought were taking up space in their warehouse and that cost them money. BUT they needed to tell you that first and get you to agree to it. You could have taken an informed decision about whether to take the goods then or later.

I think you should tell them that you never agreed to a storage fee and they can't enforce a charge you didn't agree to. Let's see how they react to a consumer who knows their rights.

No comments: