Price matching toys

[blackie]

I beleive he has both a Coles and Woolworths card

indeedy i do
finish at woolies on saturday hopefully .... (they seem to have "lost" my resignation letter...)

[jaydisc]

Since this thread is sort of a customer service vent.

I just got back from Kmart where I wanted to exchange a defective Onslaught for another of the same. The lady insisted on crediting back my card and wanting me to go repurchase it. I'm a bit late with that card payment so I couldn't repurchase it and said I just wanted to exchange it for the same item. She said that wasn't the way they did it. I then said I didn't have the card and she said I therefore couldn't exchange it (). I requested the manager and then she conveniently said she'd make an exception and do the exchange. I said I wanted the manager anyway. She then said they're in a meeting. I asked for the policy. She pointed out the policy said that for a [change-of-mind] refund they have the option of only putting it back on the purchasing card. I showed her a paragraph in the same policy which said for defective items they have the option of repair, exchange or refund. She said she knows the policy and that's how it works. She exchanged it for me anyway.

I think this is an example of how some of these alleged customer service folk take pleasure in rejection. They need to pick their audience more wisely

[blackie]

bah you kids are too lazy, just demand the manager more. if not id go back the next day.
im hoping this happens to me soon, cause ill go off my nut, not happy when people lie to me :P

[dirge]

I showed her a paragraph in the same policy which said for defective items they have the option of repair, exchange or refund. She said she knows the policy and that's how it works.

She's full of it. The consumer's choice of repair, refund or exchange of faulty items is the law. Change of mind is store policy, statutory consumer rights go well beyond that.

(This isn't just for jaydisc, but I thought it timely to share this)

[Pulse]

<snip>

change-of-mind

<snip>

That was probably her thinking of your reasoning summed up right there. From past experience in trying to exchange things (not just TFs), Once they've reached that conclusion about you - it's like talking to a brickwall...

[jaydisc]

Dirge is of course correct. From consumer.gov.au's FAQ:

When am I entitled to a refund?

Under the law, you are entitled to a refund, exchange or repair if something you bought:

is faulty or defective and you were not aware of it

does not do the job you were led to believe it would do

does not match a sample you were shown or

was not as described on the box or in an advertisement

Businesses do not have to give you a refund if:

you can't prove that you bought it (eg. you don't have a receipt).

you change your mind about it

you have damaged it or

you knew or should have known about a fault when you bought it (eg. factory seconds)

I'm gonna keep a printout of that on me.

Come to think of it, I'm going to put together a hunting pouch with a copy of that, Kmart's "Lowest Price Guarantee", refund policies, etc. Just let them try and give me lip.

[dirge]

Dirge is of course correct.

[Golden Phoenix]

I think this is an example of how some of these alleged customer service folk take pleasure in rejection. They need to pick their audience more wisely

Apparently at some stores and chains, like EBGames for example, they are tracked on sales and refunds and upselss etc etc.
Doing a refund is a negative score for these systems. I know K-mart probably wouldn't do that kind of thing, but when they go back to check the refund, the persons name is going to come up, and it isn't going to look good in the managers eyes. So that's probably what they think about. Stupid, but it is probably what they care about

[griffin]

Dirge is of course correct. From consumer.gov.au's FAQ:

(snipped)

I'm gonna keep a printout of that on me.

Come to think of it, I'm going to put together a hunting pouch with a copy of that, Kmart's "Lowest Price Guarantee", refund policies, etc. Just let them try and give me lip.

Jay, if you do put together a set of stuff as a 'toy chaser's survival pack', can you post up scans or sources, for those of us also wanting to go 'armed' in future?

[JuzMel]

It's weird though, all the times I have refunded at Kmart or Target, the lady always asks if I would like it back on the card or get cash for it (even when it was paid by card). The only time Kmart refunded me the store credit was when I bought items with the store credit and that was fair enough.

I had it of all the stress having to speak to sales persons for refunds. I usually go buy the item at sale prices and then bring the items I bought at original price to refund (only for Kmart because they have special codes for each figure).

For Target or Big W, I go in repurchase the item on sale, walk one round at the outside shops and bring the same item back to refund with the non-sale price receipt. Saves me having to bring the toys from home again and having to have much conversation with them at all.