Myer Perth no longer accepting returns/exchanges without proof of purchase

When I worked at Myer years ago we had extensive training on how to deal with customer returns. There was a "no fuss returns policy" and we were to uphold it at all times. Customers would receive store credit if they did not have a receipt. Upon the changeover, the policy was changed so that it was more discretionary (e.g. no more returns for clothes smelling of cigarette smoke!), but it was still possible to issue store credit without a receipt if the item was still in stock, and fairly common to do so.

I had a couple of things to return to Myer this week for which I'd lost the receipt. I had no problems at the Garden City store on Saturday (fab customer service in the electrical dept! And super quick!) but ran into major difficulties at the Perth City store the next day (had forgotten on Sat). I had 2 iPad cases that I'd bought in Melbourne but were the wrong size (needed the old size, not the Air). Here's what happened -

  1. The sales assistant in luggage explained that returns could not be processed without a receipt or proof of purchase (on Myer One card or a bank statement). Fair enough. I didn't use my Myer One card and don't have netbanking. But rather than leaving it at that, she called her manager to confirm.

  2. The manager said that she would come to the section. Waiting. Waiting. She then reaffirmed the policy but wavered and said that I could do a straight exchange. As they did not have the old covers, I asked if I could get a bag instead. The bag was not worth the full amount of the cases, so I went to look for something else to add to the sale ($40 difference).

  3. In the time I was looking (about 5mins), the manager had changed her mind and the assistant aid that she could not do the exchange. But, again, rather than leave it at that, she called the manager again to come back again. Waiting. Waiting.

  4. The manager said that she would have to call the store manager to confirm. Waiting. Waiting.

  5. The store manager wanted her to call the Melbourne store to get the original transaction details. By this stage I was feeling like I had done something wrong and it had taken about 40 minutes from the time I got to the counter to then.

I gave up, deciding it'd be easier just to wait for my old-school paper statement and try again another day with the proof of purchase (or go back to GC?). I would have been happy to do this in the first place rather than waste so much time (mine and theirs!).

Anyway - word of advice to fellow Ozbargainers. When making returns to Myer (especially Perth), go with proof of purchase, even if it's a print-out of your statement if you've lost your receipt. Or remember to use your Myer One card at point of sale! This is the toughest exchange I've ever encountered - anywhere! All for the sake of 2 iPad cases… It seems that the "no fuss exchange policy" days are truly over. A shame, but not unexpected.

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Comments

  • +12

    It is perfectly reasonable to have some kind proof of purchase, even a bank statement to show the date and amount so they can find it in their system.

    Even if the item is exclusive or own-brand you need to show that you didn't steal it in the first place and now returning for cash.

    • +1

      Yup, I agree. I just wish they had just kept to that policy in the beginning and not stuffed around so much.

      • When I was with Kmart and we were more relaxed, way to many people would try to and succeed in abusing the policy.

        Few bad apples ruin it for everyone.

        Wait, not apples, people, a few bad people ruin it for everyone.

  • Nothing new imo. Ive always assumed that a proof of purchase was necessary for any exchanges/refunds/returns and I think its quite fair and reasonable. How do they know you didnt buy a bunch from ebay for cheap, or stole them from another store in attempt to scam this store?

    no more returns for clothes smelling of cigarette smoke

    Good policy! I go to Myers to buy new clothes, if I wanted second hand clothes I would go OP shopping.

    • The clothes wouldn't put back out for sale, they'd be written off. In our training, we got told that the customer may have had the clothes in the back of their car and they may have been smoking in it! It was a scenario that trainees often got wrong. The answer ended up always being "no fuss - just exchange".

      I'm surprised that they had the "no fuss" policy for as long as they did. Which perhaps lead to the changeover!

      And this is new for Myer :)

      • +1

        Gotta pay for that Bourke St redevelopment some how?

      • Wow really… Kmart would have lost so much money if they had of written their stock off instead they went directly back on the shelf unless they were noticably soiled.

        On average I think I would have processed a minimum $300 worth of clothes returns every week (comparitively that would be an average of 2 peices for Myer but 10-12 for Kmart)and I was only part time. Would have easily had roughly $1500-$2000 of clothes returns in total a week. Mind you when I became Manager in a different state it was not as high so it really was store dependant.

        This was about 10 years ago so not sure if they still have the same policy.

        • Yeh, I worked at Myer around 10 years ago :) We did an awful lot of returns! And that is probably one of the reasons Myer did lose so much money…

  • don't have netbanking

    You use telephone banking?

    go with proof of purchase

    It can help

    • Yup, that's what I'll do next time :) But I wonder what happens if you pay cash?

      Kmart, Big-W, and Target might be the last of the no-receipt-exchange stores left I think!

      • +1

        Never pay cash.

        Always 55 days interest free + rewards points.

      • pay cash? easy, take a picture of the receipt on your phone. keep receipt on your wallet or purse. Problem solved. On higher item products, I even scan and print a copy of the receipt and put it on a folder somewhere.

  • +3

    Returns without docket or bank statement encourages a new kind of fraud.

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