For those who have the same warped sense of humour this Letter can also be had in French.
(Complaints can be addressed to the Blog Council, your nearest newspaper, radio or TV station and when you leave this blog remember to pull the chain)
*Terms & Conditions Apply, if you can find them.
Wednesday, February 22, 2012
Woolworths - the plus and the minus
business makes mistakes, but the real test is how they handle them.
came up trumps after initially refusing to give a cash refund for a pair of
shorts that was returned to the Long Beach Mall
branch in Cape
It had very distinctive buttons on
the pockets that were more decorative than functional and one came off after
just two months.
The branch issued a R275 gift card, but after an email to Chief Executive Ian Moir, Anita
Scott the Customer Manager (my apologies for not using her full title
but that would take up a couple of paragraphs) took over.
She apologised for
the poor quality of the shorts and for
the storenot refundingcorrectly.
We always refund the customer in the
manner in which they have purchased, within the given time period, which is
printed on our slips. If our customersdo not have a till slip we would often refund
using our gift card, however if the return is due to poor quality we would
refund the customer in the manner in which they say they paid. In this case it
should have been cash.
added that she had spoken to the store manager Silvia
Bezuidenhout to ensure the staff followed this
policy and that the manager would arrange for the required refund.
She said their refund policy was very much in
linewith the Consumer Act.Ishould
hope so. But is it?
Woolworths says it will exchange or
refund any itemreturned in a saleable
condition with a till slip within 60 days of purchase.
What’s meant by a saleable condition? If I bought something, wore itfor a
few weeks and then washed and ironed it would it qualify assaleable?And would somebody else be happy to buy it then?
The group’s policy goes on to say that if you do not have aslip
we will exchange your purchase at the
current system price.
clearly better not to have a slip.
Unless I got it wrong the Act says that in stores buyers are entitled to a
refund for faulty goods within six
months of the date of purchase, not two
months as stipulated in the Woolworths Decree.
Of course only the South African Government
could come up with such a ridiculous law. It will enable Clever Dicks to go on
getting something replaced new every six months forever.
And what’s more the buyer can decide whether
to accept cash; a replacement or a repair.
There doesn’t seem to be any provision
for handing out Woolworths like gift cards, which of course ensures that the money
spent returns to the shop.
Jon, the Consumer Watchdog with a
strong sense of smell.
Buy my book ‘Where have all the children
gone’ on Amazon.com It’s a thriller with an underlying love story
that defied generations of Afrikaner/English prejudice.