Thread: Faulty Goods. NO REFUND without name address

Wickes, Wilkinsons, Aldis and who knows who else are requiring name address etc before refunding on faulty goods, even with a receipt and purchased with cash. I am getting a little fed up with having stand up rows in these stores, anyone know a way of enforcing sale of goods act without providing these gonniffs with free and valuable marketing information. Wilkinsons best to date, their EPOS till charged me £5.99 for an item flashed at £4.99 and they were saying they wouldn't give me the right change for a £10 note until I provided my personal details.
SW1A 1AA Windsor would only dump the resident at that address with unwanted Junk Mail.
I did once flummox them by explaining that I coudn't provide my name and address as to do so would be in contravention of the data protection act, but don't expect to be able to use that one again. Your guidance would be appreciated, my apology if I'm repeating an old post.

Hi Guys, no excuse I know, but I have managed some of these shops and know why they do it. It's nothing to do with mailouts is to protect the company from staff fraud! I caught a MOS who had defrauded approx £700 from my store by actioning phantom or multiple refunds. If a company suspects a member of staff of fraud then they may try to contact the customer to verify the transaction. As I said not perfect but it keep staff on their toes.

If they're taking addresses to help them with thieving staff, then when a refund is being processed, the staff member should ask the customer if they would mind giving their address to prevent fraud, and if they say no, that that should be accepted. I can understand it from a managers POV, but at the end of the day, it's the customers who, basically, couldn't care less if they were served by dishonest staff. they just want the refund they are legally entitled to.

Originally Posted by skonk

If they're taking addresses to help them with thieving staff, then when a refund is being processed, the staff member should ask the customer if they would mind giving their address to prevent fraud, and if they say no, that that should be accepted. I can understand it from a managers POV, but at the end of the day, it's the customers who, basically, couldn't care less if they were served by dishonest staff. they just want the refund they are legally entitled to.

I fully agree, I used to tell customers exactly why we would "appreciate" their details however I never forced them. A lot of companys won't explain because they don't like customers to know that they may potentially have a problem. I know for a fact that the company I worked for used to just file the details in case they were needed. They NEVER got sent out of the store or NEVER used to be keyed onto any databases.

Thanks people. As far as "asking, but no problem if you don't want to provide the info", Wickes are not the only company who input your personal details through the till system, thus the shop floor staff cannot make the refund that they are legally obliged to make until they have the details that they aren't legally entitled to demand. I appreciate the point about keeping staff honest, but with all respect that isn't my responsibility. I have no problem with my refund being signed off by a superviser or manager which would resolve that issue without the need for me to have to give this information. Lastly, I know my details have been used for marketing, because when I was willing to give my details I changed the middle initial to that of the store who took the details, amazing, junk mail with the incorrect initial! I am not saying all retailers will abuse the personal details they take; the ethical ones will tell they won't misuse the information, which is precisely what the unethical ones will tell you. Sorry, but I can't tell them apart. But the question still stands, how can I enforce my legal rights without being coerced to give information I don't want to provide and there is no legal reason for them to not ask; to but demand! I like the H.M. Prison (out on licence?) and NFA although I resent the need to lie any more good ideas?

Originally Posted by clampless

Thanks people. As far as "asking, but no problem if you don't want to provide the info", Wickes are not the only company who input your personal details through the till system, thus the shop floor staff cannot make the refund that they are legally obliged to make until they have the details that they aren't legally entitled to demand. I appreciate the point about keeping staff honest, but with all respect that isn't my responsibility. I have no problem with my refund being signed off by a superviser or manager which would resolve that issue without the need for me to have to give this information. Lastly, I know my details have been used for marketing, because when I was willing to give my details I changed the middle initial to that of the store who took the details, amazing, junk mail with the incorrect initial! I am not saying all retailers will abuse the personal details they take; the ethical ones will tell they won't misuse the information, which is precisely what the unethical ones will tell you. Sorry, but I can't tell them apart. But the question still stands, how can I enforce my legal rights without being coerced to give information I don't want to provide and there is no legal reason for them to not ask; to but demand! I like the H.M. Prison (out on licence?) and NFA although I resent the need to lie any more good ideas?

I may be wrong (i'm sure someone will correct me if I am) my understanding of SAGA is that the company has to issue you the refund, it doesn't make any provision about HOW they refund! If the companies poliicy is to take name and address you only have 2 choices. 1 - give false info OR 2 - use your right under DATA PROTECTION to insist that your details are not used for marketing etc.. As I stated before the company I worked for never used the information however I take your point about not knowing if they do or don't. Unfortunatly there is nothing illegal in a company asking for these details. Might be a good idea to start naming and shaming the companies who do misuse the info supplied!