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Initially I thought it would be a breeze to go back and swap it for one that wasn't broken. After all I will have kept the receipt (I keep all receipts for gifts and products).
When I discovered that the receipt was no where to be found I returned to the store with a credit card statement showing the substantial sum I had spent in store but of course unable to identify the faulty product in question.
Now I knew that this was an honest purchase and an honest fault (if I had broken it myself I wouldn't have the nerve to try and swap it) and I am usually quite able and ready to stand up for my consumer rights but on tis occasion I could feel myself bottling it on the drive there.
I could just picture the conversation…
me: "Id like to swap this over please for one that isn't broken"
them: " we need a proof of purchase, the credit card statement doesn't prove purchase"
me: but I spent 拢194 with you so surely you can swap it for one that isn't broken?"
them: its not our store policy, blah, speak with the duty manager, blah, till receipt, blah, may have broken it yourself blah blah blah
me " right then – just wait until you read my review on trustpilot!!"
So I turned up at the cash desk and the sales assistant (yes, not even the duty manager or CEO), OK, No problem"!!!!??????
When I thanked him and admitted I was expecting things to turn heated he simply said we have a 'no quibble' policy. Now that's the kind of store policy I love.
Well done that man at the cash desk and well done Coolings. In a world of mediocre customer service you appear to be a rare guiding light.
Happy New Year