refund: customer not present

[abangelb]

Hi

 

I am just looking for some help about getting a refund from pc world. I purchased an item just before christmas for my son on my debit card, unfortunately he can not use the item, it has not been opened, no seals are broken and I have been told I can receive a refund within 28 days retunring to the store with my card.

 

My problem is that I live in spain, I was only over for the christmas holiday and I emailed pcworld and explained the position to see if they would be able to credit the card as customer not present. (my sone has the item and receipt etc) they are unwilling to help it any way, and I already wasted the last couple of weeks emailing and waiting for responses. I would have phoned, but the only number available to call, will not ring from Spain.

 

I am very disillusioned with such a large organisation and cant believe they will not try and help at all. I know they dont have to do anything other than their usual t&c's but just wondered if anyone had any advice or other tactics I can follow to get this refund?

 

Any help would be much appreciated.

 

(to just let you know the debit card is Norwich & Peterborough issued in Gibraltar)

[MARTIN3030]

Welcome to the site.

Fraid I have no experience of this situation but I am sure someone here may throw some light on it.

[MaxxPower]

I've just quit PC World as a Tech Guy technician, so let me see if I can help with this one.

 

Basically, the PC World system wont allow a refund without at least a card of the same type being present. The only exception to this would be if the store did a manual refund, after which they could refund to any card or even in cash, but whether they do this or not will be down to the store.

 

One thing your son could try is to go into the store for a refund, and simply tell them that the account from which it was originally purchased has been closed, so the card for that account no longer exists. He could then ask them to refund to his own debit card, which they can do easily enough. Of course this does mean the refund goes to your sons account rather than your own, but then if it was a gift for him he would have the value anyway.

[MARTIN3030]

Yes these were my thoughts.

I imagine that the store manager would have discretion to make the decision,so maybe worth dealing with them rather than the CSA/Checkouts.

[abangelb]

Thank you for such quick responses!

 

I will take up the suggestion of him going into the store and throwing himself on their mercy!

 

I was sure that there must be an alternative, like you say if you no longer have the account etc.

 

Thanks again for all your help!

[blitz]

When it comes down to the legality of it as a note they don't have to do anything as its not faulty. In fact even if it was faulty you would still have to present the goods (Though using a proxy would work). I would try seeing if they will refund to another card, its not breaking any laws so play dumb

[Conniff]

I am very disillusioned with such a large organisation and cant believe they will not try and help at all.

 

Don't be too disillusioned, it's their normal way of doing business being uncooperative. Have a read around the net you will find complaints in the thousands.

[ForestChav]

Was the item bought in store or online and why can't it be used? Is it faulty?

[Renzokuken]

Don't be too disillusioned, it's their normal way of doing business being uncooperative. Have a read around the net you will find complaints in the thousands.

 

Assuming there's nothing wrong with the item, PCWorld legaly don't have to offer him a refund at all.

[MARTIN3030]

Was the item bought in store or online and why can't it be used? Is it faulty?

 

 

If it was faulty then it would be a different scenario.

[Conniff]

Assuming there's nothing wrong with the item, PCWorld legaly don't have to offer him a refund at all.

 

I understand that there is no comeback here for the buyer, if it was me and then wouldn't do so out of goodwill, then I would ask for a credit note, they still get their money that way.

[ForestChav]

If it was faulty then it would be a different scenario.

I realise that - which is why I was trying to find out more information

[pompeyfaith]

surely if it was brought as an xmas present and found to be not suitable stores should show a bit of desretion

[boswell]

I have had issues like this with my own kids (not with PCW) and just given them my card all they need is the pin to autorise it. You can change it later if you wish.

I know its not good practice or recommended to let others use your cards but hey, we are talking our kids here.

[MARTIN3030]

surely if it was brought as an xmas present and found to be not suitable stores should show a bit of desretion

 

Many stores do Pompey-they even advertise "If youre not happy simply return it for a full refund "

 

I think many people are confused by these goodwill policies,in thinking its their right.

 

This case here is quite unique tho I dont think its something that they will come up against every day.

 

But even those who do give refunds outside their stat requirements-will always want to do any refund back to the original card if it was paid for that way.

 

I remember a few years ago where there was cases with M&S who were doing refunds in cash for goods paid for by CC.

 

The media reported that many customers were doing this to benefit getting cash whereby the penalties (or interest rates favoured this)

probably a few Caggers will remember it.Basically they bought something say for £30 on the card-went out of the door-came back in 30 mins later and asked for a refund-which Marks paid back in cash.

 

The papers made this out to be a sort of consumer [problem] and Marks quickly closed the loophole.

 

My guess is that this was where these rules (or strict enforcement) of only refunding a refund back to the card came into play.