Anonymous
Made various purchases in Kilmarnock store on 05.11.2023 including a light up Christmas Gonk. My son / child took the reciept at the till and on the way back to our car put said reciept in the bin outside the shop without my knowledge. Once in car he went to switch on the lightup Christmas Gonk and it didn't work. I went back into the Range to request an exchange whereupon I was asked for the reciept. I explained my son had put it in the bin outside and could they look the transaction up electronically instead. Note, we had only made the purchase less than 10 minutes prior, and the member of staff who had originally served us knew we had paid for the item in full. The answere to this was beyond any kind of customer service. I was advised to go to the bin and get the receipt as without it there was no exchange for a working item possible. There were at least five members of staff and various customers who heard this. My child and I went to the bin, removed the lid, and started the search for the reciept amongst cigarette ends and food waste. Thankfully we were successful and found said reciept, despite giving Range customers exiting the store a great show raking through the stinking bin. I went back into store and handed over the smelly piece of paper. I was then told I could have the exchange and to pick another. Having very unclean hands I suggested a staff member fetch another which was agreed grudgingly. The second Gonk arrived. On asking to test it ( as not to make the same mistake) it did not work either so another Gonk was sent for. Three Gonks later and with the help of a smelly reciept, a working Gonk is now in my possession. Could somebody please explain where customer service has come into this sales and, 10 minutes later, aftersales experience. Yes I understand that a paper reciept is best advised to be kept but it is not the only way to prove purchase in this age of technology. Considering the staff member had just made the sale and knew we had paid for the item, his colleague insisted ( said staff member) he was only young and not been working there long, whatever relevance this was to the situation remains a puzzle. Consumer Rights laws clearly state that paper reciepts are not necessary for exchange or even full refund if an item is not fit for purpose/broken and purchase can be proven electronically. I could even show the transaction on my mobile phone. Something very wrong with how this store is dealing with such situations. Telephone call to store manager 06.11.2023 at 9:30 am should also be considered. On informing her of above event she hung up as could not give any answere or explanation to why this had occurred. Claimed she wouldn't have a conversation with me as I was not being reasonable. Manager hanging up on a customer because they are not comfortable or confident in dealing with a complaint is yet another example of unacceptable customer service. I would like some feedback / thoughts from the Range on this matter and customer service issues raised. As a customer I can appreciate the reciept would have been better not being binned by my son and was ( as told by the staff member in store) my responsibility but YOU the Range also have a responsibility to provide customers with products fit for purpose and a customer service approach worthy of my hard earned money.
5 months ago
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