My Letter to Maplin Customer Care
I purchased a Quick Play LP - USB-Powered Vinyl-to-MP3 Turntable on the 28th December 2011 from your store in Walsall (Crown Wharf). Once I got the chance to use the item I was hugely disappointed with the quality of the MP3 files it produces. I adjusted the settings on the laptop I was using, but no matter how high I set the recording levels the resultant files were very, very quiet. In fact the only way they would be usable would be if I opened each individual file in an audio editing program and increased the volume (gain). The claim on the box states “Quickly convert your vinyl collection to MP3”, but with having to edit every single track to increase the volume it is far from quick.
I decided that I would return the item, get a refund and look for something else that would do the job instead. Checking the returns policy on the receipt and the website I was just within the 28 days. After all under the sale of goods act, you are obliged to give me my money back, as at least two of my three statutory rights had been breached;
- that the item is damaged
- of poor quality - Low volume sound capture meant that files needed further manipulation before they were usable
- not fit for purpose - Clearly it was not doing a reasonable job (i.e ‘Quickly’ covert vinyl to MP3) as extra work was required to make them usable
Returns Policy
We offer a 28 day returns policy. We want our customers to be 100% satisfied every time they shop with us, should you change your mind we are here to help.
If you are not completely satisfied with your purchase, you can return the item to us in its original condition within 28 days of receipt and we will issue a full refund, or replace the item, if preferred.
I explained the issue to the Store manager and he agreed that it didn’t seem right, so I asked for a refund.
I was amazed when he refused, claiming that I was outside of the return period.
He pointed out the Christmas Gift Policy on the receipt, which stated;
We are extending the Maplin return policy to cover gifts purchased for this Christmas.
Items purchased during November & December 2011 can be exchanged or returned in their original condition, up to the 15th January 2012
He went on to say that because I had purchased the item during December, that I ONLY had until the 15th January to return for a full refund. He offered me a credit note/vouchers. I pointed out that surely the purchase date of 28th December was a big enough clue to prove that this was not a Christmas Gift but he insisted that the policy covered ALL purchases in November and December.
I obviously protested, claiming that the receipt stated that the normal returns policy was 28 days and I was 4 days within that limit. He was unmoved and repeated his claim that any Christmas purchases had to be returned by the 15th January 2012.
I pointed out how ridiculous that sounded and gave an example of an item purchased on 1st November would have a 75 day return period, yet my item had just an 18 day return period.
I also pointed out the phrase “We are extending the Maplin return policy” from the receipt. The use of the word extending (definition: To cause (something) to be or last longer) was clearly intended to allow Christmas gifts, purchased in November and December, a longer return period in case they were unsuitable. It also implied that this policy was an addition to the normal 28 day policy.
I also pointed out that had I waited until the 1st January (just 3 days later) I would be be able to return the item up until the full 28 days (29th January 2012), but because I purchased the item on 28th December he was insisting that I needed to have the item back by the 15th January at the latest, thereby losing 10 days from the normal returns policy period.
He was unwavering and repeated again that I was outside of the returns window and he could not therefore refund on the item, even though it was only purchased 25 days ago and was within the 28 day return policy period.
His colleague then joined in the conversation, stating that they “would be sacked” if they refunded on the item, which seemed a little severe.
So we reached an impasse, he was refusing the see the nonsensical situation the policy had put him in and I was failing to understand how purchases at the start of November had an extended return period up to 75 days, yet my item, purchased a mere 25 days ago did not warrant a refund.
I even asked him to consider, as a consumer, just how ridiculous the policy sounded and he said he could “hear what I was saying”, yet he flatly refused to budge on his stance and application of the Christmas Gift Policy.
So I still have the item, which is not performing the job I purchased it to do, and I am now unable to get back to the store until after the 28 day returns period has expired, so it seems that due to a ludicrous interpretation of your Christmas Gift Policy I am now lumbered with goods that I cannot use, do not do what they claim and therefore I do not wish to keep.
Just to show how farcical the application of the policy is I have created a returns period graph to show how the consumer is left short changed during the purchase period between 19/12/2011 - 31/12/2011, where the return policy period dips below the standard 28 days quoted on the receipt and on your website.
The chart below shows the normal 28 day (purple) returns period and the extended Christmas policy (blue). It also shows the period where this interpretation of the policy leave the consumer at a disadvantage (pink) as the returns period reduces to below the normal 28 day period, down to just 15 days for purchases made on 31st December.
Surely the store have misinterpreted the rules here and have failed to take a common sense approach to the application of the policy. I was brought up in an age where the customer is always right and I foolishly thought that this was still the case. But is seems, despite a compelling argument against the stance of the store staff and the ridiculous nature of the policy they were enforcing, I was clearly wrong.
I am hoping that you will be able to confirm otherwise and apply some common sense to this absurd situation. I am also hoping that you will confirm the policy in my favour and arrange for a full refund from the store for next weekend when I can return the item (remembering that by then it will be outside of the 28 day return policy).
***UPDATE Sunday 22nd January 2012***
Called Customer Service and explained the details above, there first response, “But you purchased the item on 28th December, so it’s not a Christmas Gift”. At last someone with some common sense.
They then put me on hold while they called the store. When they returned they advised that the store had made an error and if I returned the item I would get a refund. I explained that I may not get a chance to get back there until next weekend (after the 28 day return period) and they gave me their name and told me that the refund would be honoured.
I decided to deal with it straight away and headed back to the store to try again.
The same manager, Michael, was on duty. He called me to the till and I opened with “Let’s pick up the conversation from yesterday shall we….”
He dealt with the transaction with minimal input from me, other than to confirm my postcode, address and name, and he handed me the £30 in cash.
I asked if that was all, he looked puzzled. I suggested that an apology might have been in order, at which point he claimed I had not given him a chance to speak. I’d hardly said a word since entering the store!
The mistake was one thing, his hard nosed reluctance to admit he was wrong and offer an apology for his his misinterpretation of the policy was inexcusable. He protested some more and only after I had explained that an apology may have diffused the situation did he, albeit through gritted teeth, offer a miserable excuse for an apology.
I will now wait until the Customer Service department reply to my original email and then I will certainly report the deplorable attitude of this store manager. Shocking.
***UPDATE Wednesday 25th January 2012***
Received a prompt email reply from customer care to my follow up mail on the issues detailed above. I’ve slightly edited the reply, but the outcome is clear to see, they were keen to right the wrong and I appreciate their gesture.
“In my experience of Maplin which as of today chalks up 13 years, I do genuinely feel we have on the whole a great team at HO and in the store environment. However for all the procedures and training you put into place, you cannot guess how some staff may react on a given day.
The trouble sometimes is we all may get it wrong and try to cover our tracks as it can be hard to own up. I think you gain from experience that honesty is the best policy and if you make a mistake, people will always think better of you if you say so. I do feel sure this will be a good lesson learned.
I hope you will still return to Maplin over time and you have the knowledge we can deliver the customer service we all know should be provided, after a visit before Christmas. I will send the gift-card today which can be used in store and online also.”
I think that finally closes the matter and I am really pleased with the actions of the Customer Care team, they have gone a long way to repair the damaged customer relationship.
My 4th most popular image is Small Victory. An image I took many years ago on 35mm film. I scanned the image to upload to Flickr in September 2007 as an entry in the 
