'Shop staff quoted nonsense rights at me...' blog discussion

A question about : 'Shop staff quoted nonsense rights at me...' blog discussion

This is the discussion to link on the back of Martin's blog. Please read the blog first, as this discussion follows it.

Read Martin's Shop staff quoted nonsense rights at me - isn't it time they were taught the law? Blog.

Please click 'post reply' to discuss below.

Best answers:

• I tihnk its a bit much for a member of staff on minimum wage in retail to know the ins and outs of the sale of goods act. However they should be well informed on their companies returns policy which should cover the law. It is bad that the manager/supervisor tried to fob you off with this one
• Believe it or not, when I went with my partner to return a pair of shoes which had started falling apart after one use - only to be told that they wouldn't take them back as 'no one else' had had a problem with them - I was too gobsmacked to even argue against them.
• I think you're right that staff should be expected to have at least a basic knowledge of the SOGA and so on, though I think to avoid a barrier to entry then it shouldn't be any more than can be drilled into them within 30-60 minutes.
  It would be reasonable though to expect the supervisory and management staff to have a much fuller understanding of the rules and regulations.
  There is a good precedent/comparison - FSA regulations - I recall when I worked for a financial services company I had to take a very basic FSA test even to do the low level admin back office work and anybody who was to have contact with a customer had to take a more rigorous test. I don't see much difference in asking retail staff to know something about retail law and asking financial services staff to know something about FSA rules and data protection.
  Edit: Just had another thought - I think most if not all employees have to fill out some sort of H&S style question and answer quiz every now and again - I don't see why this couldn't be the same, straightforward online presentation followed by a quiz, then print out your low quality clip-art chic certificate.
• They're customer advisors/assistants i.e. advise customers on products the company sells.
  All they need to know is the company returns policy. The salesperson in this scenario clearly did not know the company returns so even if they were taught the Sale of Goods Act do you really think they would have been able to remember it when they appear unable to remember their returns policy or even read it from behind the checkout?! Clearly a case of someone thinking they know better..... Buyers beware, this site has been saying it for years.
• I was in "The Original Factory Shop" at the weekend. A man was buying a video cctv type thingy. The sales assistant told him it was only guaranteed 2 months, "so don't be coming back in 6 months saying it doesn't work", she said, laughing. I'm standing there thinking she can't be right, but didn't say anything as I was not confident of the facts. It's not correct, is it?
• Ive read the article and agree the person offering the discount was wrong,she should have offered the 3% but said you cant bring it back because the loose button fell off.
  Unfortunately unlike when i was in retail the standard of training seems to be non existent ,i used to go on training sessions even to head office occasionally and then i would come back to my shop and train the staff according to their rank,i always had a supervisor who was basically trained to my ability and would be able to solve any problems properly if i wasnt available
  Personally the standards i see on the high street these days just appalls me,for instance i would have got a written warning if my doorway /windows were dirty,look at even blue chip retailers and the standard of house keeping is going backwards, so there is no chance mary of the fourth form is going to know statute law,and probably wouldnt want to as they chopped her hours to a minimum and only pay minimum wage.
• Too many shop managers quote company policy as if it is the law. The manageress of a certain Orange phone shop springs to mind.... They should be trained to know the law as it pertains to their shop. And given Martin's consumer rights aide-memoire printout.
• I have been told by one retailer - you can't return the item as you didn't take out our extended warranty!!! I went home grabbed my 'how not to get ripped off' book and showed them the SOGA chapter and got an exchange and refund of the difference.
  The worse example was a broken piece of a computer desk and they wanted me to return the whole desk which would have meant two taxi rides. After contacting HQ they just swapped the broken piece over!!
  Another time a week old laptop with a problem, they wanted to send for a repair, as that was their policy. I had to contact their HQ and it took 2 attempts there to get an exchange!!!
  A PVR kept locking up and was refunded within a few months, but they wouldn't refund my extended warranty. I had to contact trading standards because the first year is covered by the initial guarantee!!!
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  Best example where a jacket had too much lining and would catch in the zip, they had a seamstress there, so they ran in through a sewing machine (gathered it a bit) and it is perfect!!!!
• I agree that SOGA1979(as amended) should be part of reatil basic training.
  Having worked in retail thou, I would also like it pointed out to consumers that the 5yr (6 in scotland) right to claim in court, is how long you have to make a claim from the date of purchase. NOT how long the product should last.
  Also should be pointed out when ever mentioning returns (as you have done but many don't) that if you simply change your mind about an item, you have no rights to return under the law. Store returns policies can state what they wish when it comes to these kind of returns. BUT these policies are part of the contract when you buy something so they are legally enforceable back against the retailer if you use them and stay within the conditions.
  It's not unreasonable to ask for some proof of purchase that you bought the item from the place your returning it to.
• You know what? I could put up with a tremendous amount of duff info in exchange for an additional 3% discount. on a jacket.
  If I remember correctly some M&S sale items are sold on a no refund/no returns basis.