Shops that make customers’ lives harder
SIR – I’m not surprised that the big high street shops are reporting poor in-store sales.
One factor that I haven’t seen discussed is that customers buying online enjoy better consumer rights of return. In July, I purchased two pairs of trousers – identical apart from in colour – from Debenhams, the first in-store and the second online. I tried on the first pair before buying but only wore them for the first time several weeks ago, when I also discovered a serious fault: stitching through the middle of a pocket.
Debenhams’ policy is that items bought in a store must be returned to a store. However, my nearest Debenhams is in Gloucester, some 20 miles away, and I rarely shop in any large town.
I have been offered several flimsy justifications for this policy. The obvious conclusion is that it is intended to discourage customers from returning store-bought items. To make returns more difficult, customers must produce not only the sales receipt but also any payment card originally used. So in most cases that means the purchaser must return faulty items in person. If the faulty pair had been bought online, I could have easily sent them back (even after five months) by a variety of means.
A little research reveals that most, if not all, major department stores have a similar policy. I do not believe that all their CEOs can be ignorant of the maxims “Put yourself in the customer’s shoes” and “There are no problems, only opportunities.” Guy Attfield
Dursley, Gloucestershire
SIR – I wanted to buy a sweater to give my son for Christmas.
Unlike Stuart Fowler’s wife, who did her shopping online (Letters, December 23), I went to my local men’s outfitter. It wasn’t just the size and colour of the garment that were important, but also the quality of the yarn – something that cannot be assessed on the internet.
I was greeted with smiles and offered a variety of options as well as expert advice, while also having the opportunity to chat about local news.
I can – and do – shop online, but when local shops sell what I need I use them. If we don’t support them they will disappear. Sheila Williams
Sunningdale, Berkshire