KEY POINTS:
Here is an earlier selection of Your Views:
Auckland
Good on them. About time they came into line with all the other stores.
dolly
It sounds as though the Warehouse has just brought its returns and refunds policy in line with what is generally considered reasonable and required by law. I would hesitate to try and return any product to any shop without a receipt! You have to take some responsiblity yourself to prove the point and time of purchase. However, it sounds as though there may need to be some staff training if customers are being told they cannot return faulty goods where the packaging has been damaged, e.g the earlier correspondent with the universal remote control which did not work as expected. Goods are required to be fit for purpose. It is hardly the customer's fault if the packaging is the type which cannot be opened without damaging it.
Winner
How are people supposed to check out the goods without opening the packaging? How can they then be returned if something does not fit, once the packaging has been opened? I can fit between a size 10 and a 12, or even a 14. It has put me of shopping there. But I am glad to see that they don't think honest people will be affected.The guarantee's act does not protect me from rogue retailers. I am expected to pay to take my case about one of them to the disputes tribunal, which I find offensive. I do not consider that to be justice when I am expected to pay for it. I can not take it to the tribunal anyway because of my health condition. So I have a multi-function printer just sitting doing nothing, and that is the replacement one. I never got much use out of the first one. But have also had trouble with my computer, and original scanner. I also have debt from being made sick by the NZ Government, and so cannot afford to pay for the issues to get sorted.
Vaughan Little
My concern is for people with low income. I recently helped some new refugees get set up in a flat, and we bought essential gear from the warehouse because it is so cheap. We had no choice but to shop there. I knew that most of the items would probably not last for long, and so these guys who will be on the dole for a good while yet face a future where they have to keep replacing stuff, with money they really do not have, on a far too regular basis. This is simply not just. For a long time the warehouse has been a local symbol of everything that is wrong with globablisation. The majority of consumers, together with the majority of people involved in production are being exploited quite seriously. personally, I am just so glad that I am not stuck in the poverty cycle, and i will not help the warehouse keep others in the poverty cycle by giving them my custom.
J (Auckland)
I can understand where The Warehouse is coming from. People buying goods from them, using them and then returning them for a refund is purely disgusting. I bought a cake tin from the Warehouse last week and realised it was cracked, came back the next day with the receipt and got a refund no questions asked. I paid by credit card and the money had been credited 2 days later (usually some retailers can take up to 10 working days). I guess it would have been smarter for them not to come up the 12 month return policy, it was bound to attract some scroungers. However I do agree there needs to be some common sense for the return policy...some of the items need to be unpacked to verify it they are functioning (I mean how the heck are you going to see whether a remote works without taking it out of its packaging?).
Mac (Masterton)
I bought a large rechargable torch. It leaked. I still had the box with warehouse labels plus packaging but no receipt. I was refused a refund. Then I said, keep the torch"," because it was theirs, it had their labels and was no longer of any use to me. They refused to take it back. It made no sense to me that I was sold an article that failed to do what it was advertised to do, nor was there any negotiation. Fair trading, no way!
Apa
I work in the Hospitality Industry and know of regular occurrences where people buy goods like formal dress and use them whilst on vacation for a few days then return them and say they dont fit or similar excuses. This is a trend that is alarming.
AndyB
People shouldn't abuse the right of a refund due to faulty goods. These days for every three items I buy, two are faulty. These include items like power adaptor plugs zapping when plugging in, electric heaters that emit a burning smell. The list goes on and on. Quality goods are so hard to find. Most manufactured goods made in sweatshops and sold by import warehouses seem to have this common theme. So there must be a refund policy. But, private individuals who abuse that policy do not make it easier for honest requests for refunds.
Matt Milnes
An email I sent to the Warehouse regarding this new policy. To Whom It May Concern :My son had his 9th Birthday last Wednesday. He received a gift from his Grandmother who lives in Paeroa. The gift was a wrestling figure which he already had. As with my past experience with the Warehouse I did not think there would be any problem with exchanging this. However when I tried to do this at your Linclon Road store I was rudely told that if I had no receipt that it could not be exchanged. After explaining that it was a gift and that we did not have the receipt, and that it had clearly been purchased from the Warehouse as the partial price label was still on it. I was told that it may have been stolen.I would like to lodge a complaint with you;1) Accusing a valued customer's family of stealing is not the best way to retain them.2) An exchange in this instance would not have been detrimental to The Warehouse as the goods being exchanged were able to be resold.I hope to have a favourable resolution to this situation.I will let you know the outcome.
Richard (Auckland)
To those who have said "Who keeps receipts" and "Shame on the Warehouse" - come on people! Not keeping receipts when common sense says you need to be able to prove you purchased the product? And saying the Warehouse is penalising the honest majority due to the actions of a few? Try most likely a few hundred thousand people taking advantage. No store has to offer money back options, if the goods are faulty people are entitled to have a replacement or repair. The Warehouse are being generous even after 7 days!
DmcQ (Auckland)
I had purchased some stereo headphones from the Newmarket store and one of the earphones was not working but I was refused a refund because they wouldn't agree that they were faulty.
Also because of the nature of the packaging I had to break the plastic to even open it in the first place so because it was unable to be resold in the package they refused me on this point also. There was no other way to open it except to break the seal. I think this is a way of getting out of replacing or refunding poorly packaged and functioning products.
Richard
When I saw the extended policy in store last year, the first thing that came to mind was that people would abuse it. There is no need for the Warehouse to offer such attractive return policies - obviously where there is opportunity to use something and return it no questions asked people are going to take advantage. Surely the marketing department at the Warehouse would have the common sense to see that?
Joe Weepu
The Warehouse is one of this countries biggest retailers. It is a good thing that they have a policy that everyone knows and will be the same rule for everyone. In regards to an earlier comment - buying CDs for someone else is dumb anyway, just burn it like everyone else.
Len
About time! The Warehouse has spoilt things for other retailers with their refund policy. To allow refunds just because you changed your mind or you decided the colour was wrong is ridiculous. Refunds should only be allowed if the goods don't meet the requirements of NZ consumer protection law. If you don't like it, go shop somewhere else.
Shopaholic (Warkworth)
If the Warehouse are changing their policy, perhaps they would like to change the thermal paper that they print receipts on. A genuine disgruntled purchaser might like a receipt that is legible when they return there damaged purchase! That is not the fault of the purchaser!
Franjo
I once bought a CD for a birthday present for one of my children's friend. It just happened that they got two of the same CDs and The Warehouse would not exchange it. They should package the CDs/DVDs so that they can be returned unopened should an exchange be required.
Veena Chand
I can understand tightening of policy however receipts from The Warehouse fade within weeks. If we need to have proof of purchase for a year to be able to return/exchange goods then there needs to be a guarantee that the receipt will be readable in a year's time.
Fan
Good on the Warehouse for "upping" their returns/refund policy and making it more clear to consumers whilst making purchases! It's about time. Some people don't even understand the concept of "wear 'n tear", e.g. people expect to return a pair of shoes after to have worn them for 12 months straight and returning them before the 12 months is up, um...err I dont think so! As an ex-employer of The Warehouse, this is what I have experience so I'm glad they have this new policy.
Behr (Manurewa, Auckland)
I agree with the new policy, because of few and there always will be a few dishonest people the rest of us will be penalised. I think if you have proof of purchase the staff should follow procedure and give you a refund or replace the item with a working product not give you the run around. It comes down to the discretion of the staff. I always make sure I have my receipts and I always make sure that the item can be resold. Usually you can tell the offenders because they usually keep coming back with the same problem.
Sam
I have worked in retail and customer service for the last 13 years and the things some people try to return are amazing. Food processors (still working) with food in, because it makes a noise when it works. Electric shavers that have never been cleaned and don't work. Bed sheets that are over a year old and now the colour 'doesn't look right'. Most customers returning items like these would get irate when refused a refund, usually saying that it was their right under 'the law'. None knew which law. I fully support any retailer (even The Warehouse) that has a reasonable return policy to catch the cheats.
Thunder
I would expect that these changes would not effect customers that had a legitimate reason for exchange. I have heard stories of abuse of the Warehouse's exchange policy, and I think that it is fair enough of them to ask for a proof of purchase. I personally try and purchase second-hand. It decreases my environmental footprint, and often you can end with goods of a higher quality, and sometimes of a unique nature, which is far more rewarding I find.
Winnie
No point for anger from customers, if they're buying with careful thoughts. It is obvious for a lot of places that to get a refund and exchange, the goods should have a proof of purchase and in a resalable condition l. After all, the cost due to such loss to a retailer would be borne by customers.
Happy Shopper
Good on them, and about time. Far too many people have been abusing the Warehouse return policy and those costs affect their bottom line and the prices we pay. And to those who have genuine returns, provide proof of purchase and you'll be right - just as you have to do with any other retailer. Of course there'll be the odd staff member who may cause problems but call in the manager and they'll sort it out.
Dave (Auckland)
Good on the Warehouse for changing their policy. As a retailer I think they have reached the point where most of their customers now have faith in the quality of their products. That said - I hope they don't take advantage of this and drop the quality or they will start losing customers. The old policy gave us confidence to purchase even when we weren't sure. Now we might need to be more careful.
Dan (Auckland)
I find it amusing that there's a number of people whinging about this policy and "asks who keeps their receipts?". It's common sense and almost every other store require you to have a receipt before returning faulty goods. What gives them the right to complain about the Warehouse wanting to protect themselves and bringing themselves up to similar standards of other mainstream companies? Personally, if you're worried about faulty goods from the Warehouse, then all you have to do is keep your receipt. For anyone that's moderately organised, this shouldn't be too difficult at all.
Jennifer (Thames)
In the last two months I have had occasion to return garments that were too small. I had the receipts from when the garments were purchased. However I was told that I could not have a cash refund, it would be a choice of a credit voucher or the amount concerned could be credited to my Eftpos card. Whilst I was happy to accept that manner of credit I am baffled as to why I couldn't receive cash which I had paid for my purchases with. I do sympathise with the business concerned as I have witnessed some grotty returns of goods by customers.
Peter, Dunedin
I can't believe The Warehouse were allowing people to return goods months later in the first place! That's an invitation for unscrupulous people to take advantage. I believe the standard with most stores is 14 or 30 days, after that it's considered too late to return the goods.
Setting a time limit and requiring goods to be in reasonable i.e. not worn, condition seems fair to me, fairer than requiring a proof of purchase for every single return.
Middlemarch (Otago)
I keep all my receipts in a shoe box, as suggested on Fair Go a long time ago. Each year I get a new box. That way I can always find my receipts even if it sometimes takes a bit of time. I also keep boxes and wrapping for more important things until they become a nuisance.
Murray
I totally support the Warehouse. Why should honest customers be penalised by the losers who spend most of their days looking for opportunities to rip someone off? Refund genuinely faulty good with proof of purchase with 48 hours of purchase. And the cashier can check goods out to make sure they are in good order before they are taken out of the shop.
Terry
I absolutely support the Warehouse. Several friends use to boast how they would select a nice dress or shoes to go out with, then return them a week later, get their money back and do it again and again. Insisting you at least have the original receipt is the least people should expect. That is what happens everywhere else.
N.M (Hamilton)
I am a long-time resident in Hamilton. I am not an employee of The Warehouse. During the last 2 years once in two months I check the return policy of The Warehouse Hamilton in Clyde Street, Angelsea Street, Te Rapa and Te Awamuttu. I have never had any problem with their return policy. I feel their return policy is working well and the staff understand when a customer returns the purchased good they never make a big fuss over return goods.
Tony (Wellington)
Big mistake Mr Tindall. I shop at The Warehouse because of the security of knowing I can get my money back if the goods aren't up to scratch. You can't sell inferior products without this risk-free approach. Pity you penalise your loyal customers due to a few dishonest ones.
Liz Shi
Returned goods (other than faulty items) should definitely be in a resalable condition, that is common sense. I think customers have been taking advantage of the relaxed return policy, I myself buy clothing without trying them on if I am in a hurry as I know there won't be a problem exchanging things at the Warehouse, but I always leave tags on and don't wear the items. Unfortunately with a lot of people you give them an inch and they take a mile. I was waiting in the return queue at the Warehouse recently (which is sometimes longer than the checkout queue!) and there was a customer trying to return a vacuum cleaner that was no longer working due to being submerged in a recent flood! She seemed quite nonplussed that she was refused a refund. Good on the Warehouse, make people a little bit more responsible and all the best for the poor staff who are going to take the flak!
Jess
I think it's a shame The Warehouse has changed its returns policy. While I have never needed to use it, this puts me off shopping there if I know that needing to return faulty or wrong sized goods is going to be a hassle, especially if I need a receipt (who keeps receipts?).
Marcy
Yes it is often the rotten apples that spoil it for the good ones. oo many people take advantage, which makes it hard for us genuine folk, who in the end probably wouldn't go and refund goods that have changed their minds on and most like only faulty goods anyway.
M (Auckland)
Everyone loves a bargain right?
Now it might sound like a one-way business model to consumer junk hell, but it won't adversely affect them. After all, the price-driven public will continue to inspect the price tag before anything else.
Christies
Any refund Policy needs to be fair to both the retailer and the customer. 95 per cent of customers are honest but as usual we end up making rules to control the 5 per cent dishonest customers which can make it difficult for the honest customers. The Warehouse policy went too far which has caused problem for them and other retailers because customers expected all retailers to have the same policy as the Warehouse. I have a franchised group of retail stores and we are happy to exchange or refund if the goods are faulty on proof of purchase. This can be simply the Eftpos receipt or bank statement if the receipt is lost. If customers simply change their mind or what they purchased is not suitable then again we are happy to exchange or refund on proof of purchase for up to 30 days. Goods have to be in original condition including all packaging. For us we want our customers to feel relaxed about shopping with us without worrying what happens if it is not right. Any refund policy has to be fair to both customers and the retailer.
Mark
We purchased a TV remote control from the Warehouse and it was a remote that can be used for every make of TV. We tried to use it which meant we had to take it from its packaging. It did not work. We returned it the next day explaining why we returned it. The teenage girl at the return desk said that there is no refund because it is removed from the packaging. I replied then "how do you know if it's working or not unless you do remove it from the packaging?" After hearing all the reasons I finally had the manager who reluctantly refunded the cost for the remote but he stated that "You must not remove the item from the packaging if you wish to return it". Yes, I did have the receipt. I think the Warehouse is getting way too big for their boots.
Shaz
It may seem a harsh stance to take but I worked for the Warehouse for 6 years on the returns desk and the type of items being used and returned consisted of underwear that had been worn and has started to stretch, socks worn for a period of time and returned due to holes, shoes that have been worn for over 6 months, clothes, glasses, food, vacuum cleaners used for a one off industrial clean or to clean gib-stopping pre-painting, tables, hair clippers, power tools-used as a one-off to build an item, the list goes on and on, including people who buy second hand warehouse items and return as faulty for a new item, it was both sad and disgusting the amount and type of products that people returned on a daily basis. It doesn't surprise me in the least that they have finally had to take this stance, they should of had this rule since the beginning. It fully complies with the Consumer Guarantees and Fair trading acts, so why not, after all their profit is what gives us our bargains.
Neil (Auckland)
It's a shame that their policy has been open to abuse due to dishonest people, and it's perfectly understandable that the Warehouse had to become more strict. I was disgusted to see a shameless person order a Sony home theatre from one of the big shops and as there was a wait for 1 week for delivery, he decided to get one set from Warehouse to use in the mean time and return it a week later for a refund after he got his Sony stuff. Because of dishonest scum that like, honest people have to pay the price now.
Katrina
I agree mostly with the return policy of the Warehouse. I don't think it's fair to wear shoes and return them after they are worn out and expect a new pair. Why would anyone ever buy new? I do feel that a receipt should be kept for higher ticket items but a pair of panties or dishes are not high ticket. Surely a TV, or similar item that has a high value should have a proof of purchase. Tape it somewhere underneath if need be. As far as resalable is concerned, depending on the problem, it may not be. If something is truly faulty, it should be replaced. In the case of the felt pens, if the receipt was shown and it wasn't purchased terribly long ago, then an exchange was the correct way to handle it. However with children it's very possible the pens were left uncapped and did dry out and the sharpener was lost. It's the age of the kids, not the stores fault. I think you can tell a lot about the true cause when a person presents an item by the attitude of the purchaser.
Paul Brown (Mt Roskill)
As the Warehouse seems to be taking the path of most profit by selling cheap goods or selling items without sufficient back up (lamps when they don't stock the correct bulbs) I am not surprised they are taking this route. I used to think the redshed was the lowest we should go - pity they appear to be coming down to the $2 shop level. Roll on Walmart.
Simon
I have heard of people abusing the money back guarantee. There was a rumour that in many backpackers lodges travellers were being told to buy their camping equipment and other backpacking equipment from the Warehouse, use it then return it before they leave the country and get a full refund. I have in the past returned purchased items. The biggest a 6 burner BBQ that had a bent frame, and was told to hunt through the stock on the floor to find one to replace it. I opened over 10 boxes to find what I needed, no issues, no problems. Just an apology.
Julie
The Warehouse should never have accepted returns with no conditions to start with.
Karen Joyce
Having worked in retail for 13 yrs I'm amazed the Warehouse has taken this long to review their refund policies. I feel the consumer is fairly protected by the Consumer Gaurantees & Fair Trading Acts. My experience is, that the few disgruntled customers that the issue has presented, have been very misinformed as to their unreasonable requests.
Leanne
If goods are faulty, they should automatically be replaced or refunded - no questions asked! Who cares if only one felt tip pen was not working - it has still been paid for on the premise that all felts are in working order.
I understand that some people have abused the system but I'm sure you can tell when someone has been wearing shoes for a few months and then tries to return them! Maybe people need more access to Consumers Affairs. Currently, you have to be a member to be able to get any information or any help from them. Also, the Consumers Guarantees Act should both protect the retailer and the consumer. Maybe the Warehouse needs to look at the training it gives its staff and who they employ. I know that the staff at the store I use to go to were very rude, hard to find anyone, too busy talking to other staff members or their friends and never knew what the heck they were talking about, in regards to products! I have actually stopped shopping at the Warehouse because of the staff they employ and their attitudes!
Alex
I am in support of Warehouse's policy because I must admit I have been an idiot before to abuse the generosity extended to Warehouse's customers. The current policy allows me to 'just buy first since I can return it later when I no longer want it". Go for it!