Comet - complete lack of common sense!

[CTierney]

We bought a pair of headphones after Christmas for my sons birthday, on boxing day to be exact hoping they were in the sale- they weren't but bought them as he'd mentioned how good they were. Before we went into store we looked on Comet website, they were £229 but in store were £279. They price matched the web price but there was only one pair left which were the display pair. As they were kept behind a glass cabinet and not handled we agreed to take them. As it was a surprise I checked with the assistant that if there was any problem with them was we ok bringing them back, she said yes that's fine.

 

My son did not want the headphones, saying he would rather get a cheaper pair and buy clothes etc. My receipt says that as long as goods are returned unopened we can get a full refund/exchange. The headphones were obviously opened by the store to place on display and that is why I checked with the assistant at the time of buying but they also say that due to health and safety they are unable to accept the return of headphones-these are large over the ear headphones but understand that this is their policy which would be fine if this was explained at the time of purchase! I thought I had covered everything at the time of purchase and, as I dont work in the industry, have no clue of health and safety policies. Having spoke to customer service assistant, manager then eventually the store manager who said 'the lady who served you has worked here for years and I don't think she would say that'. This left me frustrated, angered and powerless as the manager was obviously implying that I was lying. I asked her if she could speak to the member of staff involved but she didn't seem willing to do much, other than end our conversation.

 

Realising I was getting nowhere I asked what my options were if I wanted to take this further, she referred me to the custmer service line who deal with complaints. The manager said I wasn't able to use the store phone so used my mobile to call them, I eventually got through to a very helpful lady who listened to me then rang the store manager. Customer services (helpline) were very sympathetic to my complaint and in her words said 'she fully understands my concern', she decided to escalate my problem to the investigations team. I was told I would hear this afternoon but haven't heard anything, when I rang to chase they told me the complaint was still open and that I should receive a call tomorrow.

 

I was just wondering if anyone had any similar experience or knowledge that would help me in this situation as I've never come across anything like this before. Would appreciate any advice anyone could offer me.

[ForestChav]

if it works theres no automatic right to return, it is down to the store's goodwill.

[CTierney]

If I have no right to return why does it say I can on the receipt? And why when I asked did someone not tell me there may be an issue if it was an unwanted gift?

[ForestChav]

Unfortunately it's still the store's policy and not a legal right. If they say it needs to be unopened they probably have some sort of seal and of course with them being a display model they can't really re-seal them unless they have something to seal it with in store. It's a bit harsh and you would think they would use their common sense but there isn't much you can force their hand with.

 

You could try a letter to head office or to speak to the store manager but that's probably as far as you can go.

[CTierney]

I see what you mean but its so frustrating when you cover this at point of sale and their mistake lumps me with unwanted item. They should be very clear about ex display at time of purchase which was never said to be an issue. I feel like I need a solicitor to buy anything from them again, feel like I've been had but unfortunately its my son who suffers. Thanks for reply though.

[ForestChav]

I don't disagree with you. It's just there is little in real terms for you to fall back on other than the store's goodwill. It's not like if it's faulty, where if they won't play ball, they can have their hand forced by SOGA because they know they are in the wrong.

 

Certainly as a customer service issue if they are in the condition they were sold to you in, they should just use their common sense, accept the return, and hopefully you will buy things from there in future. With them kicking their feet and making it difficult it is probably more likely to make you think twice about it.

 

You're still relying on sentiment, and yes, it probably should be clearer since of course an ex-display item will have been opened. They should possibly re-seal them - or just leave it and say it's ex-display - but who would know then that it hasn't been used/opened by you and obviously with earphones there is a hygiene issue if they have been used in ears and then resold.

 

The trouble is that these returns policies are simply not enforceable enough. If they were actually a legally binding part of the contract of sale, which I don't believe they are, you would have more leverage but other than writing to head office and appealing to their better nature, I don't see anything else you could do (but I still think you should do it).

 

£229 for a pair of headphones, though :o

[chopstickhobo]

Being an ex comet employee myself (yes i am ashamed lol) what u r experiencing doesnt surprise me! Normally with ex display models they r bubble wrapped 4 starters and u have the right 2 bring it back.With headphones i am unclear about procedure because at the store i worked at we never had headphones out of the box and on display.I am surprised they didnt keep the box because alot of items like radios and small items they have the boxes out the back in a corner with point of sale stuff (little insider knowledge 4 u).

The whole hygiene excuse is a bit of bull**** really,comet will accept ipod returns and u have headphones on that so why cant the headphones be any different???

Comets head office r a bunch of tossers as well as i am in the process of persuading them 2 pay me my xmas temp wage which was due on 22nd december and they still havent sorted it.

I worked 4 comet twice now and dont agree with alot of what they do.

Dunno if this is any help but thought i would pitch in.

[Guest Comet Response]

We bought a pair of headphones after Christmas for my sons birthday, on boxing day to be exact hoping they were in the sale- they weren't but bought them as he'd mentioned how good they were. Before we went into store we looked on Comet website, they were £229 but in store were £279. They price matched the web price but there was only one pair left which were the display pair. As they were kept behind a glass cabinet and not handled we agreed to take them. As it was a surprise I checked with the assistant that if there was any problem with them was we ok bringing them back, she said yes that's fine.

 

My son did not want the headphones, saying he would rather get a cheaper pair and buy clothes etc. My receipt says that as long as goods are returned unopened we can get a full refund/exchange. The headphones were obviously opened by the store to place on display and that is why I checked with the assistant at the time of buying but they also say that due to health and safety they are unable to accept the return of headphones-these are large over the ear headphones but understand that this is their policy which would be fine if this was explained at the time of purchase! I thought I had covered everything at the time of purchase and, as I dont work in the industry, have no clue of health and safety policies. Having spoke to customer service assistant, manager then eventually the store manager who said 'the lady who served you has worked here for years and I don't think she would say that'. This left me frustrated, angered and powerless as the manager was obviously implying that I was lying. I asked her if she could speak to the member of staff involved but she didn't seem willing to do much, other than end our conversation.

 

Realising I was getting nowhere I asked what my options were if I wanted to take this further, she referred me to the custmer service line who deal with complaints. The manager said I wasn't able to use the store phone so used my mobile to call them, I eventually got through to a very helpful lady who listened to me then rang the store manager. Customer services (helpline) were very sympathetic to my complaint and in her words said 'she fully understands my concern', she decided to escalate my problem to the investigations team. I was told I would hear this afternoon but haven't heard anything, when I rang to chase they told me the complaint was still open and that I should receive a call tomorrow.

 

I was just wondering if anyone had any similar experience or knowledge that would help me in this situation as I've never come across anything like this before. Would appreciate any advice anyone could offer me.

 

 

 

Hi CTierney

 

I have continued to monitor the situation, and I am pleased to note that this issue has now been resolved to your satisfaction, and that you have received a refund.

 

Having also noted that you did not receive a call when promised, this has been addressed with the Manager of the colleague concerned, with any necessary action taken.

 

Should you have any further queries, please do not hesitate to contact me again.

 

Thanks

 

Matt from Comet