KEY POINTS:
Here is the latest selection of Your Views:
Kate (Pakuranga)
The Warehouse needs to recognise that it's not just customers who abuse policies, some of their staff are over-zealous, and seem to enjoy the 'power-rush' of being rude to customers. Of course goods that are returned for non-faulty reasons should be of resalable quality, I'm surprised that they let people bring back obviously worn shoes at any stage - this seems foolish to me. However, faulty or not-fit-for-the-purpose goods should be accepted for refund even without a receipt. If those school shoes wear out in two weeks, they're not fit for the purpose and it's not reasonable to expect that the receipt will still be in the customer's possession. The Warehouse is able to exploit the fact that many of it's customers have no choice where they shop because they are poor. The company should not treat them all as potential criminals.
BJ (North Shore)
I had a similar problem with the Warehouse Birkenhead, about 3 months ago I tried to return a faulty Sanyo microwave, I had had the microwave for about 4 months when it started to make strange noises and didn't seem to be heating the food. I returned it to the Warehouse Birkenhead expecting a replacement or refund but was told that company policy meant it would be sent away for repair and would probably be several weeks, I asked how I was to cook & heat food in the meantime and was told it was company policy, I asked where this company policy was advertised to customers, I pointed to the signs around the returns counter advertising refund or replacement with proof of purchase (which I had), after 15 minutes or so of heated debate with the assistant & the manager, a queue building up behind me, and asking if I should be taking the microwave down to the Warehouse head office to discuss the company policy, I was eventually, reluctantly, given a replacement. I have not shopped since at that store and have no intentions of doing so, I have also decided never to buy items like microwaves, TVs, etc. from the Warehouse because of this "unadvertised company policy" hiding behind the refund or replacement policy that is so well advertised.
Mark Hodge (Dunedin)
For me it made a huge difference knowing that despite The Warehouse's reputation as stockist of "variable" quality goods, they were prepared to take anything faulty back no questions asked. That was a very large part of the reason I tended to shop there rather than K-Mart and Briscoes. After all, who keeps all of their receipts? I certainly don't. After being refused a replacement for a $20 item a month ago I haven't bothered going back. And that's after years of buying at least $1000, and probably closer to $2000 on average from them per year. If they were smart, they would have targeted their policy to reject items without a receipt that had obvious signs of wear and tear. Not just a blanket "No" policy which frustrates buyers with legitimate returns. Oh well. There are plenty of other places to shop.
Matthew Worsley
I'm surprised any company would be satisfied accepting product back without any proof of purchase. In my opinion it is up to customer to keep good records, if they buy a product it is good practise to keep receipts for a reasonable period of time. Naturally there can be exceptions to the rule but this should be discretionary by the company rather than an accepted standard policy. In this case it would appear The Warehouse are following good business practises and should be applauded. With regards to those who have returned used shoes in the past shame on you!
Cambridge
The first time we came across the new Warehouse returns policy was after my son's birthday. He received two gifts the same (some Lego). Being from Cambridge, the only place they would have been bought was from the Warehouse and the local store carried the item in question. We had no proof of purchase as they were gifts, but one of the boxes had the remains of a The Warehouse price sticker. The Warehouse would not let us exchange the gift for another item. Given that the item was unopened and in resalable condition, I was disappointed that they would not exchange the toy. I know they are not legally obliged to, but given their exchange history and the fact it would have easily been able to be put straight back on the shelf, I think in those circumstances they could be a little more lenient.
Catherine
Good on the Warehouse, I always keep my receipts, for clothes and everything, especially for big ticket items. I have worked in retail for over 10 years, there are more than 'a few' bad apples out there, and it's getting worse. The customer has a very good deal in NZ, shops go above and beyond the Consumers Guarentees Act which only requires shops to take back faulty goods, but not if you have changed your mind about it, yet most shops allow that. I used to get people who would buy things in a sale and then try and return them to get a refund on the full price, some up to six months after the sale. The sad thing is managers often give in if the customer yells and screams enough, which just reinforces bad behaviour.
Businessman
On the basis of the complete lack of customer service at any level, poor quality goods, drab stores and surly staff, why does anyone still go ?
Anna-Auckland
Well done Warehouse for waking up to the changing face of our society. A lot has changed in NZ in the last decade or so. Crime has worsened and so has people's attitude to honesty. I work in the immigration industry and know that a lot of it has to do with people bringing their own negative culture into NZ (of course they bring the positive too). There are parts of the world where the end justifies the means and honesty and morales have no meaning as it does to the good 'ol kiwis (btw, I am a migrant myself for those of you who might take up arms and call me a racist).
I have known several people who boast about abusing Warehouse's lenient refund policy. You wouldn't believe the scams that are going around that obviously is putting a dent on Warehouse's profits. Values such as honestly have certainly taken a beating in NZ even since we migrated.
Kane
This is a case of a few "dishonest" people ruining it for all! Good on the Warehouse for taking this step, after all they are in business to make a profit. I've often thought their returns policy was a very relaxed. Someone could shoplift a product from a store and then return it to the same store and get the money without a receipt, where is the sense in that! The new Warehouse returns policy is now in-line with all the other retailers in New Zealand. At the end of the day, business is business and policies change.
Erin (Wellington)
I think it is quite reasonable to require a receipt, and, particularly for larger purchases, it is not difficult to keep receipts. I recently took back a microwave to The Warehouse which was a couple of weeks outside its one-year warranty. I did have proof of purchase, and they replaced the appliance with no hassles at all. I was extremely happy at the service I received particularly as it was outside its warranty period and I make a point of making larger purchases either there or at LV Martin's, as they offer such a fair returns service.
Sophia
Taking crappy goods back to the Warehouse has always been a breeze. The staff know that the quality of some items is quite random, so don't give you grief when you return something. Saying this I always keep the receipt.
Derek
Fair enough. I have always kept dockets as proof of purchase. Not having proof lends itself to dishonesty by the weak and criminal persons of today's society. Good on you!
Richard
Simple answer - if you don't like the policy, don't shop there - and yes, you do have a choice.
Opshopper
I haven't walked into a red shed for fifteen years - preferring instead to go to my local op shop where the quality of goods that have been made in NZ twenty or thirty or even forty years ago, are far superior than the shoddy Chinese-made products advertised by The Warehouse and which end up at our local dumps. New Zealand shoppers who choose to buy products made by modern-day slaves in China at the expense of New Zealand workers, only to have their wages reduced as a result, deserve every inconvenience they get. It's their choice.
Jane from South
I have heard stories where customers truly do rip-off the Warehouse, use or wear-out the purchases, take them back to take advantage of the customer refunds policy. However a few years ago I bought a CD player which crapped out within a few months. I expected in the first instance a refund but no! They wouldn't refund but would fix it, which seemed fair enough. Then the Warehouse reported back (months later), it was not fixable and would refund the money. I gave them a bank account number to credit the money as I was living in Australia at the time. End of this story was I never saw the credited money. Too much hassle for me dealing with Warehouse store policy.
The message is why do we go in there?
Auckland
It is always the few that spoil it for the majority. All other retail stores that I know require proof of purchase and that the item be in the "same or similar condition" as the day it was purchased if they require a refund or swop. The Warehouse is a business that needs to make a profit just like any other retail store in NZ. Maybe this will stop the few bad eggs out there from trying to push their luck in the future.
Kirsten (Auckland)
Never had any issues returning goods that are faulty or if I get wrong sizes for kids. Staff always helpful. I think great on them for enforcing a more strict policy. I think it should be keep your receipt, 14 days to return goods after that its your issue. More than enough time. And definitely have the right to refuse a customer if goods are in shoddy poor condition.
Whiteknight
I support their change of policy, as they stated it will not affect honest customers with genuine reasons for returning items. Most of the screams will come from those dishonest people who have abused their generosity. However some staff at the red sheds can sometimes be a little over zealous when applying the new rules, so I'm sure there may be a few teething issues.
Tom Drummond
What is the Warehouse on about? Unconditional refunds have always been open to abuse. David Jones in Sydney used to have a shirt and a pair of socks that were returned after being heavilly used by a customer to demonstrate just how unconditional the policy was. They like many other retailers took the loss because it was worth it in terms of goodwill and repeat business.For the refund policy to work you have to sell quality goods in the first palce! Maybe why the Warehouse has changed its refund policy is that it does not sell good with the quality to support it.
philip h allen
I'm afraid its a case of the minority spoiling everything for the rest. I thought NZ'ers where more honest. You can't expect anyone to put up with blatant abuse without some safeguards.
Bitter But True
Its good that finally they are changing this policy. I am originally from India, with due respect and not a personal offence to anyone but I know of so many of my friends, who have been misusing this generosity of Warehouse. On one instance, one of my friends bought a radio/tape recorder, used it for almost 1 year and handed it over back to them lying that it was faulty. Poor store, they exchanged that piece with a brand new one. On lotsa occasions people despite of having used the products badly have managed to get a fool refund. I must say, this will stop such consciousless people from cheating. However having said this, store must take care of that genuine people arent punished because of a few defaulters around.
GoodyTooShoes
This is not a new policy - I hit it about 3 years ago when I purchased a heater from Warehouse. It wasn't very good and seemed to not heat well - I assumed it was just because it was cheap and the house was a very cold house. About 8 months later I was telling a friend and he had a look at it and said, "the thermostat is not working properly it is shutting off too soon." I took it back to the Warehouse, and was refused a refund because I had no receipt. I even spoke to the supervisor who was extremely rude and the most she would do is give me a credit note for 1/2 the cost as they no longer sold the heater I had purchased - I had the box the heater was in with a Warehouse price ticket on but she did not consider this sufficient. I did consider taking it further but simply decided not to shop at the Warehouse anymore.
Beefyboy
i've had problems with warehouse in past due to inexperienced staff I was told later by manager.What most people customers and retailers do not understand is that the legal protections for the sale of goods and consumer rights is very far reaching. For instance a friend had his slat bed supports fully replaced after five years most of plastic components had become brittle and broke when bed was dismantled.The supplier resisted for many months but conceded a bed must be fit for purpose and last longer than a 5 years.The point is many will accept refusal so retailers try it on.Never accept a first refusal from any retailer nor partial settlements which is an illegal compromise.
bj (Hamilton)
I brought a CD case that holds 250 cds from the warehouse a few months ago and the binding broke. I have had this problem alot with cheap cases. and usually I just go buy another one but this one was $30 so i went into replace it. and I had misplaced the receipt. They wouldn't let me replace it because of this even though they are the only one who stock this brand and had some more in store... i think we all should not be punished for a few.
Vrg (Auckland)
While I would agree that the Warehouse policy of unquestioned refunds was a great marketing strategy, I must also agree that now clamping down on refunds is perfect business strategy.It is just a matter of time before any retailer would be pushed to the limit and forced to say 'thus far and no further'. If a customer has something they have a genuine problem with and need to return, they could not have any issue with answering a few questions or producing the original proof of purchase. Every other store insists on this, so why the terrible 'trauma' if the Warehouse also now insists. Unless, ofcourse, that customer has some ulterior motive.Good on you, Warehouse, for your generosity over all these years. And we support your decision to get tough on people abusing the refund policy
Mike from the floods
What is the problem with your consumers? Over in the UK in the majority of retail outlets you are required to show proof of purchase. That's because there are so many people using and abusing. This practice is costing honest shoppers higher prices, as stores try to recoup their losses.
Auckland
I think the red shed has it right. Too much abuse from those dishonest in our society has led them to do what every other store already does - ask for the proof of purchase. Always keep your receipt for a week or so, so that you can get that exchange. They wont usually argue if you have a docket to say you bought it.Shame on those who ruin it for everyone else. Dont blame the Warehouse, they are only protecting their business after all.
Cass
I think it's great that the Warehouse is putting their foot down on people who have been dishonest and have been taking advantage of the money back guarantee. For the Warehouse to offer the lowest prices they can't keep losing money because people keep taking advantage of the system to get things for free.It is sad the Warehouse has to do this, but I fully support the reasoning behind it.
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