**Use caution with the Outdoor Gear Shop at Homebarn** I want to share this experience with you. I'm sure that this shop has had a lot of happy customers, but unfortunately I am not one of them. I purchased a jacket for my partner for Christmas and spoke to the staff about it to check I was buying an appropriate item. They did not tell me about their returns policy, even though I was buying when the 14-day return policy period would run out on boxing day. I contacted them on Christmas eve, when I noticed the policy, and asked if my partner should try on the jacket then instead. The man I spoke with (not the boss) said to get in touch straight after Christmas and it should be alright. I got in touch on the first day the post office was open again after Christmas when my partner had tried on the jacket and found it was too small, but the boss was not there. I spoke with him the next day (today) and he said it was too late and they could issue me only with a credit note, not a refund. (They did not have the jacket in the next size up). Not only this, but he said this in a severe, unfriendly manner. He told me the Outdoor Gear Shop was not a Christmas present shop and, when I said I didn't know what I was going to do now, he told me I would have to work that one out myself. So my partner has no Christmas present and I feel unhappy with the service I received. I understand this is partly my fault, but I think they should have handled the situation better.
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I think - but someone else will happen along who is better versed in this aspect of consumer law - that he is perfectly well within his rights to offer a credit note rather than a refund - after all, there is nothing actually wrong with the jacket as such. The problem (common with many men, me included), is knowing what size to get which is why I cop out and never buy the item, just a gift card to the value of and allow her to choose size/colour etc. Take the credit note and order a jacket of the correct size - or find out how long it will take the shop to get one in. It might be a lot quicker than you think. Come to that, they may have an alternative?
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 Shocking attitude by the manager. You do know that you'd be entitled to a full refund if the jacket had a 'fault' don't you? 
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 This is categorically why I HATE mail-order/internet shopping.
I guess that you've contracted for X jacket and if they can't supply it then your entitled to a refund. Did you pay by CC? Are they refusing to provide the jacket in the correct size? If so I'd send them a polite letter mentioning the Small Claims Court.
Strangely I have had dealings with HomeBarn insofar as Arc'teryx in Canada or might have been Big Stone the UK importers mentioned them as 'go to' suppliers when I've been trying to source various bits of Arc kit. Having spoken to them a couple of times was fairly impressed at their willingness to get ANYTHING made by Arc'teryx either from the European distributor or even direct from Canada. That said I've not had any financial dealings as they've never been able to get things to me quickly enough.
Anyway thanks for the heads up I'll be much more cautious of them in future. Let us know how you get on.
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| Edited: 29/12/11 13:15 |
 whilst the manager may have approached his reply (then again we don't know what you said do we...?) a little better the rest is your fault. wrong end of the stick bedders. it's not the shop's fault the customer ordered the wrong size. the returns policy is there for all to see. what's the problem. meanwhile the 30 day countdown continues to when they will accept no returns.
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Hello all. Thank you for your replies. Of course, you all have valid points. I admit that legally, I have no leg to stand on! The jacket came in the size I ordered it in, (which I chose because my partner has another jacket in that size by the same brand). When I rang about the refund, I told them I would like one in the next size up, but it was an end-of-line sale item, and they didn't have any in that size. It is just that when I ordered, saying it was a Christmas present, in mid-December, no-one pointed out to me that the returns period would run out on Boxing Day, and when speaking with the manager's colleague before Christmas when I had noticed the policy, he said that he didn't think there would be a problem with a return in these circumstances. Of course I should have just sent it back just in case and explained to my partner that I would buy him something else after Christmas, but I was relying on what the colleague had said. I was also very upset by the manager's way of speaking to me, totally abrupt and dismissive. He didn't even appologise or suggest any alternatives that I might purchase instead. He was entirely unsympathetic. The conversation was quite short, and I actually didn't say all that much (and certainly didn't say anything impolite!), but it left me very upset. I used to work in a call centre, and I would have risked a disciplinary if I'd spoken to any banking customers in that way! Anyway, enough from me... and thanks again for your comments.
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| Edited: 29/12/11 17:21 |
"...when speaking with the manager's colleague before Christmas when I had noticed the policy, he said that he didn't think there would be a problem with a return in these circumstances"
That, to me implies that you've been misled.
I wouldn't beat about the bush, I'd just 'find' some stitches that had come adrift and return it for a FULL REFUND.
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| Edited: 29/12/11 17:48 |
 er... Glyn, are you suggesting on a public forum that someone commit fraud, or am I misunderstanding you?
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I too was feeling somewhat uncomfortable with that post but didn't want to come on all righteous (as in the past it APPEARED I've been the only one with any morals and willing to post a rebuke)
Glyn comes across as a decent enough bloke I'm sure its just a mis-undersanding.
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| Edited: 29/12/11 20:09 |
Kate, how very dare you! I used to work in outdoor retail for an owner who'd have his staff jump through flaming hoops rather than give a customer a refund (whether it was justified or not) - something I couldn't carry on doing, hence the 'career change'. I could be very wrong, but reading the original post did strike a chord somewhat and I do feel sympathetic toward the poster's predicament. I'm disappointed that the shop manager doesn't feel the same.
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I agree that the refund period is on the short side - I'm currently researching a purchase from Ultimate Outdoors and as usual checked their returns policy... and it's 30 days, but 60 over Christmas, which is most laudable. But... I was fondling a Patagucci micro-puff jacket in Up and Under this afternoon - a sample, which came with a 7 day return option and no guarantees. The quid pro the price tag of £70.
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oh... and I love you too, Glyn
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I was in Ellis Brigham at the beginning of December dithering over a purchase, and the manager assured me that their returns policy was extended a week into January (which clinched the sale).
I think most reputable stores operate on similar lines.
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...how come you can't do quotes and smileys in chrome?
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'cos this is OM?
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Glyn, I think you're right - most good places do offer extended returns over Christmas, and this is partly what is really annoying me, plus being lulled into a false sense of security by the colleague who said he thought it would be ok. He is obviously a much more reasonable person than the boss and I don't blame him at all. Anyhow, actions speak louder than words and I won't be buying from them again.
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Not even with the credit note?
(sorry, couldn't resist)
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