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Old 21.02.2014, 20:28
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Returns in Manor

I just wanted to share what I heard regarding returns in Manor, Switzerland's biggest department store.
Basically, they take EVERYTHING back, similiarly what John Lewis used to do in the 1990s, because their highest rule is customer satisfaction ("Zufriedenheit oder Geld zurück").
My friend works for Manor, and the stories she tells are sometimes just unbelievable.
case 1: a woman takes her bedsheets which she used for a year there every year (they know her by now in the whole home department...) and exchanges it for a new one.
case 2: a woman brings back a dress with holes which she used for 6 months and gets her money back.
case 3: a woman returns a jeans she wore for 6 months and gets a new pair for it.
case 4: they accept the return of underwear and give you the money back!
Also, apparently lots of people wear their clothes for an occasion (like their own wedding!) and then return it worn and smelly and the staff still take it back with the blessing of the managers.
So, if you keep the receipt and become unhappy after a while (this 30 day rule doesn't mean anything), you can get your money back or exchange it for a new product.
Personally, I have never heard of such a store policy, and I have found returns in other stores to be quite difficult. And imagine that every item you'd like to buy a product it could be a used one? especially underwear, this puts me off shopping there...
I can't believe Manor are making money with this policy?
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Old 22.02.2014, 12:46
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Re: Returns in Manor

Strange that manor is still able to make money
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Old 22.02.2014, 13:33
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Re: Returns in Manor

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I just wanted to share what I heard regarding returns in Manor, Switzerland's biggest department store.
Basically, they take EVERYTHING back, similiarly what John Lewis used to do in the 1990s, because their highest rule is customer satisfaction ("Zufriedenheit oder Geld zurück").
My friend works for Manor, and the stories she tells are sometimes just unbelievable.
case 1: a woman takes her bedsheets which she used for a year there every year (they know her by now in the whole home department...) and exchanges it for a new one.
case 2: a woman brings back a dress with holes which she used for 6 months and gets her money back.
case 3: a woman returns a jeans she wore for 6 months and gets a new pair for it.
case 4: they accept the return of underwear and give you the money back!
Also, apparently lots of people wear their clothes for an occasion (like their own wedding!) and then return it worn and smelly and the staff still take it back with the blessing of the managers.
So, if you keep the receipt and become unhappy after a while (this 30 day rule doesn't mean anything), you can get your money back or exchange it for a new product.
Personally, I have never heard of such a store policy, and I have found returns in other stores to be quite difficult. And imagine that every item you'd like to buy a product it could be a used one? especially underwear, this puts me off shopping there...
I can't believe Manor are making money with this policy?
Clear case of revenue vs profit.

Last edited by lost_inbroad; 22.02.2014 at 23:51. Reason: Typo
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Old 22.02.2014, 13:49
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Re: Returns in Manor

case 5: a man returned a sandwich after he had eaten it
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Old 22.02.2014, 13:51
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Re: Returns in Manor

Could have given similar examples about Marks and Spencers in the UK- although they now have tightened up procedures as too many were just taking the ***s.
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Old 22.02.2014, 14:09
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Re: Returns in Manor

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Could have given similar examples about Marks and Spencers in the UK- although they now have tightened up procedures as too many were just taking the ***s.
It's become a new cult in the UK of buying an item of clothing, wearing it then taking it back to the shop. It's even got its own term - "wardrobing".

Looks like it will catch on here if places like Manor allow it so easily.

The prices for those returned and unsellable items will have to be recovered somehow, and will probably be spread over the rest of the stock.

Customer service is pointless when the customer is just taking the piss.
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Old 22.02.2014, 14:22
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Re: Returns in Manor

One of my quite wealthy neighbour's used to put things on a hot wash and get them professionally ironed at dry-cleaners, then take back to M&S and say it had shrunk (expensive cashmire coats, evening dresses, etc) - she was very proud of it and couldn't understand why I felt it was wrong (yes- because like shop-lifting, the honest customer ends up for paying, of course)
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Old 22.02.2014, 14:25
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Re: Returns in Manor

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case 5: a man returned a sandwich after he had eaten it
Reminds in USA years ago at a Red Lobster restaurant table next to us ate everything except one mouthful and then claimed the meal was disgusting and emanded and got their money back! Some people are just cheapskates and theives
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Old 22.02.2014, 18:54
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Re: Returns in Manor

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[...] especially underwear, this puts me off shopping there...
I would hope that underwear does not get back on the shelf.
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Old 22.02.2014, 19:01
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Re: Returns in Manor

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I would hope that underwear does not get back on the shelf.
I was thinking the same thing
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Old 22.02.2014, 19:09
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Re: Returns in Manor

Has anyone actually experienced this? I find it very hard to believe, maybe the friend of the OP was teasing her? Maybe even a rumour spread by Manor to increase sales?
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Old 22.02.2014, 19:29
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Re: Returns in Manor

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I would hope that underwear does not get back on the shelf.
Soiled underwear, how squalid! Surely this cannot be true?
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Old 22.02.2014, 19:32
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Re: Returns in Manor

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I would hope that underwear does not get back on the shelf.
But some people would pay even more for it that way!

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Old 22.02.2014, 19:34
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Re: Returns in Manor

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But some people would pay even more for it that way!

They need help.
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Old 22.02.2014, 19:35
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Re: Returns in Manor

Wow, I find that so surprising because it's been my experience that a lot of the stores here in CH have really strict return policies. In particular, they often allow only a very short time period in which something can be returned. I was a MMM Migros a few months ago and asked how long I'd be able to return something, and the cashier said (translation): "Oh, a few days, if you have the receipt."

As though that should be more than enough time.
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Old 22.02.2014, 20:07
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Re: Returns in Manor

Well it is - isn't it? You go home, try whatever it is on, if it fits and you like it, keep it- if not return- a few days should do it

Even in the UK, there is no obligation for any store to take back and refund anything, if you have just changed your mind- only if it is faulty. Even M&S have cut the 90 day return to 36- which is still hugely generous- but they now examine the items VERY VERY carefully, looking for any sign of wear, labels to ahve been cut off and re-attached, etc.

Manor's policy is very generous for Switzerland, 30 days:

Veuillez prendre note de nos conditions de retour et d’échange
Les retours et échanges sont possibles dans un délai de 30 jours après réception des articles commandés. Seuls des articles non utilisés, propres, en parfait état, étiquetés et dans leur emballage d’origine peuvent être retournés ou échangés. Les sous-vêtements, les maillots de bain, les collants et chaussettes ne peuvent être ni repris ni échangés. Le remboursement est effectué par le même moyen de paiement que le paiement original, en règle générale dans un délai de 5 jours ouvrés. Aucun remboursement en espèces n’aura lieu sur place.

non-used, clean, as new, with original label/s and packaging.... Underwear, swimwear, tights and socks cannot be returned or exchanged. Credit card purchased must be refunded on the card, not in cash.

Last edited by Odile; 22.02.2014 at 20:23.
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Old 22.02.2014, 20:31
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Re: Returns in Manor

I find this very hard to believe too. I think the OP's friend is pulling his leg.

I have returned things to Manor but with a valid reason and never had any issue getting and exchange or a refund but you do have to explain very clearly what the problem is.

Taking bed sheets back a year later because you don'tlike them anymore is not really a valid reasin IMO and I'd be very surprised if they really did exchange them every time.
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Old 22.02.2014, 20:47
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Re: Returns in Manor

I bought a suitcase from Manor (own brand) - the wheel broke on the first trip - returned with no questions asked.

I have always been happy with their service level
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Old 22.02.2014, 20:53
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Re: Returns in Manor

This entire post is a great advert to put in front of all those posters who love to say Switzerland has crap customer service!

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Old 22.02.2014, 20:58
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Re: Returns in Manor

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Wow, I find that so surprising because it's been my experience that a lot of the stores here in CH have really strict return policies. In particular, they often allow only a very short time period in which something can be returned. I was a MMM Migros a few months ago and asked how long I'd be able to return something, and the cashier said (translation): "Oh, a few days, if you have the receipt."

As though that should be more than enough time.
I think it depends on the shop but the legal minimum, apparently, is 14 days, product intact, with the receipt.

Can't find the linky right now but I think it's appeared on another thread.
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