Hi my sister purchased a hydrating water bottle from yourselves in the last couple of...

GetHuman-mostofa's customer service issue with WH Smith from March 2019

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The issue in GetHuman-mostofa's own words
Hi my sister purchased a hydrating water bottle from yourselves in the last couple of weeks I believe with a WH Smith card. For whatever reason she didn’t want it so I popped in to your Trafford Centre branch to return the item and have the £*.** she purchased bottle for put back on the gift card she purchased it with. The first response I was told as it was a hygiene product it could not be returned. Unfortunately I know my sister would not accept such a response so I called her in Dubai approximately *.** pm which costed me a £* a minute so the store staff could explain this to her. Unfortunately the first member of staff (called Cindy) could not make my sister understand so a second member of staff took over to explain whose name I don’t recollect. She explained had the item been returned the same day of purchase then the item could have been returned. By the time this member of staff had finished she had put the phone down on my sister whom had already called back by this time wasting a further £*.** minute from Dubai. The staff’s reasoning was that my sister was rude and aggressive. My sister explained to me later had the phone call been free and not so expensive she might have been more polite and taken more time to discuss the issue at hand. Unfortunately as my sister did not get what she felt was a satisfactory response she asked that I ask the staff for the names, get an email address and record the time of the refusal of accepting return. As the situation wasn’t made any better by my sister’s approach, I didn’t feel it was appropriate to be asking staff their names as I didn’t want to make things worse then they already were after the way my sister had spoken on the phone to them. Now whilst instore it was noticed by a member of staff that the bottle was cracked and I know I hadn’t cracked it whilst taking it to the store, and that it was news to me. Surely there must have been grounds for the item amount (£*.**) to be refunded back on to the gift card it was purchased with based on the very fact that product was defective when sold. I am sure my sister wouldn’t have cracked it either.**Anyhow my sister has now asked that I give her the £*.** back as apparently I didn’t ask for the names of the staff who refused to have the item returned or ask for an email either. I feel I have been caught in the middle here. I do believe that if the item cannot be returned on grounds of hygiene this should be made clear on shelving before customer purchases item so they have the option to buy or not to buy. However I would like for you please on this occasion to provide a refund of some description or another based on product being faulty as was noticed in store . My sister probably was probably aware of this defect but had failed to pass this information on to me when she asked I return item. I cannot apologise more than enough if my sister had offended any member of staff. It has cost me and my sister more than that in phone calls whilst in store then the actual product cost. I just wish this matter to be resolved amicably and a satisfactory out for all concerned. Thankyou for you taking the time to read this Mostofa Julius Ahmed.
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WH Smith

Customer service issue
Reported by GetHuman-mostofa
Mar 12th, 2019 - 5 mons ago
I have an issue with WH Smith too
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Seen by 13 customers so far
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Mar 12th 4:30am