1 /5 Krista Wilson: I tried to return a product to Chemist Warehouse on Bridge Road in Richmond between 2-2.30pm on Wednesday 12th March 2025.
The product I was returning is a Medela Single Electric Breast Pump- and the manager refused to accept the refund because there was a small tear at the top of the box which was already there when I purchased it; to add to the this, the plastic seal of the box was still completely in tact so it is clear that the box has not been opened and the contents has not been tampered with.
At first, she said she cant process a refund because of the tear, but that she could offer me an exchange instead, to which I declined because I really did not need anything else. I walked out of the store, and then after having a thought I walked back in to ask the manager "What is the difference between getting an exchange instead of a refund when I am still going to be returning the product to the store with either option?" to which she could not answer me and instead offered to call the store in which I purchased the product from.
She called the the store I purchased the product from (Bentleigh, VIC) and told them they (Bridge Rd) couldnt accept the refund because there was a tear on the box (without providing the context that the tear was very small and plastic seal was still completely in tact) and apparently Bentleigh said they could refund me if bring it back to the original store. Apparently the original store I bought it from said the tear was already there because they asked the person who served me on the day- but honestly I know this isnt true and it really is my word against theirs. I know I can’t prove the tear was already there, and this has taught me to never buy even slightly damaged boxes because apparently it completely takes away my right to a refund.
I then asked the Bridge Road manager if I could take up her original offer of receiving a store credit or exchange to which she said "No because you already said no and you were not telling the truth about the tear" so this manager just accused me of lying. She had completely changed her mind about her original offer, probably because she realised there is no difference between giving a refund or exchange when the reason for a refund refusal is a slightly torn boxed.
Just very poor customer service and a potential breech of consumer rights. This manager was being difficult and creating an unnecessary inconvenience for a customer.
UPDATE: I have since returned the product to a different Chemist Warehouse (not even the one I purchased it from) with no issues at all, the process took 4 minutes unlike the unsuccessful 30 minutes of my time that was wasted on Bridge Rd.
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