Sunday 17 December 2017

Customers up in arms as well-known sports store has three-day ban on Christmas returns

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Amy Molloy

Amy Molloy

Many shoppers have voiced their outrage over a well-known sports store refusing to process returns over a three-day period this Christmas.

JD Sports implemented a policy whereby goods could not be exchanged or returned between December 26-28.

Receipts issued by the company read:

“Please note that in the interest of customer service we are unable to process refunds or exchanges between Monday 26 and Wednesday 28 December.

“Service will resume as normal on Thursday 29 December.”

Mike O’Connor from Co Wicklow received an Ireland rugby jersey as a gift from his father which was a size too big.

When he travelled into a Dublin city centre store to exchange it on Wednesday, he was informed by a staff member at JD Sports that he would have to come back on Thursday.

“It’s just extremely poor customer service. You should be able to exchange an item regardless of the date. It’s just to convenience them and the shop wasn’t even busy when I went in,” he told Independent.ie.

“It was such a waste of my time; I’ll stick to Lifestyle or Elvery’s in future.”

Customers in the UK also took to social media to vent their frustrations at the policy.

“Absolutely furious with your ludicrous returns/exchange policy. Waited in a queue for over 20 minutes to be told that we could not exchange the Christmas present my step daughter had in her hand for the trainers she wanted to buy until the 29,” one person said.

“I realised minutes after the purchase I'd got the wrong size. I went back in, found the correct size, and was told that I could not exchange them. I explained I rarely came into Manchester and did not live near a large store. And yet he still refused," another person said.

A spokesperson for the Competition and Consumer Protection Commission confirmed to Independent.ie that a store is entitled to set their own refunds policy.

However, if a good is faulty, under the Sale of Goods and Supply of Services Act the consumer should be entitled to a refund or replacement at any time, regardless of any store policy.

“When it comes to store policy on refunds what it ultimately comes down to, is if you change your mind or anything like that, a store policy would apply.

“A store wouldn’t be obliged to give someone a refund, but if they do decide to put that into their policy for a specific date or time, that would be up to them.

“However, under the Sale of Goods and Supply of Services Act, if an item is faulty, statutory rights would actually supersede any store policy.”

In previous years, other stores have implemented a no exchange policy during Christmas sales due to it being an extremely busy time for retailers, and processing refunds is seen as a time consuming process.

Independent.ie has contacted JD Sports for comment.

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