Fashion Retailer Refusing to Take Security Tag off The Item (Without A Receipt)

I bought a Jeans pant from a retailer at Chadstone shopping centre last week. When I reached home , I realised that they forgot to remove the security tag using the magnet.

I couldn't find the receipt, but I have the bank statement showing the transaction.

I went back this weekend, and they said they can't take it off unless the receipt is provided and they don't have the authority to do it.

I had rung the head office who advised me to take it to the shop to get the tags removed, but the staff were not willing to do it as they don't have any notifications from the head office in this regard. The head office is closed during weekends and they asked me to email them.

I spent half an hour in the store, they were not helpful at all.

Isn't it a bad customer service, hassling customers for their own fault?

Any retailers in this forum - could you please advise on why couldn't they retrieve the receipt from the bank statement or the inventory? Are they lying ?

I could Google to find the ways to remove them, but I don't want to do it.

Just wanted to know Ozbargainers opinion this experience!

UPDATE:

The retailer finally agreed to take off the tag, after I sent an email to the head office with the bank statement. They retrieved the invoice and requested me to visit the store to get them removed! I posted this experience to spread an awareness to the members, as we are all prone to making mistakes! It would have been awesome had they removed it as a once off courtesy without refusing it, so that I don't have to drive all the way back again. But I am relieved that it will be removed soon!

Comments

  • +13

    I used several old harddrive magnets together in order to remove a tag that they had forgotten to remove.
    I had the receipt and everything - I just didn't want to go back to the shop and spend time traveling, etc.

    • +25

      Or you could just walk in and say "I have misplaced my receipt how can I print another one?"

      Get them to reprint your receipt for you before returning / sorting out your item.

      Once they give you your reprint say "I'd like to return / remove tag"

      Obviously never tell them your intentions from the start - get your reprint first.

      • +4

        I used pliers to cut the metal needle part. One time my partner bought something from Kmart and they forgot to remove the tag. She went to target and asked them to remove it and they did lol.

    • +6

      Time traveling?

      • That's the real solution. I time travel for many hours every night.

  • +7

    A pair of forks will do it as shown here:

    https://www.youtube.com/watch?v=8IHGHH194GU

  • +12

    Check that it's not an ink tag (they don't seem to use ink tags much anymore)

    Stick a flat head screwdriver into the back side of the tag and twist. It comes off easily without damaging the garment.

    It's designed to be difficult to remove with just bare hands (in a shop setting), but it comes off very easily with tools.

    So, did you actually pay for the jeans? haha

    • +9

      Supposedly if it's an ink tag you can put it in the freezer first.
      If you botch it up and the ink spills, just quickly shake it off.

  • +12

    Do you mind me asking which jeans retailer it was at Chadstone? As I know someone that works in Just Jeans Chadstone and can pass it on if it's that store.

  • Guilty until proven innocent.

    • +8

      the retailer have the right to ask for proof of purchase. the proof in this case is a tax invoice.

      • +17

        Agreed, but it'd be a pretty ballsy move to steal a pair of jeans, then come back to get them to remove the security tag :D CCTV, and all.

        • +4

          mad lad territory.

      • +30

        Bank statement is sufficient given they can match it to a sale rather easily.

        • -10

          a bank statement may be used as proof of a transaction. however, the retailer may legally ask for a tax invoice.

        • +25

          @whooah1979:

          Yeah but if they can confirm from their POS that the customer did indeed purchase the items, and they still insist on a receipt…
          Well they're just being douche bags.

          A bank statement is legally sufficient as proof of purchase in Australia.

        • @Drew22:

          Well they're just being douche bags.

          there is problem with what they're doing as they're following the store policy.

        • +1

          @Drew22:

          A bank statement is legally sufficient as proof of purchase in Australia.

          that's matter for a court to decide.

          https://www.accc.gov.au/consumers/prices-surcharges-receipts...
          The Australian Consumer Law does not describe what sufficient proof of purchase is. Sometimes you may need to provide more than one of these things to support your claim.

        • +9

          @whooah1979:

          Typical retail in Australia don't give a crap about the customer.

          They have clear proof of purchase, but are just being dicks about it.

        • -1
        • +2

          @whooah1979:

          That is just incorrect.

          The POS will record the transaction id from the payment terminal against the transaction in the POS.

          How do you think they reconcile the sales, payments and returns, etc.?

        • -2

          @Drew22:

          we purchased four creme brulee from gj on friday. our bank statement shows one transaction including the date, location and total cost. there is no transaction id or a timestamp on the statement.

          op allegedly purchased the item last weekend without a tax invoice. it's unreasonable to expect the team member to remove the security device without a tax invoice or a request from hq.

          op have two options. find the tax invoice or ask hq to contact the store and authorise them to remove the security device.

        • @whooah1979: To remove a tag, nup.

        • +21

          @whooah1979:
          They just need to find a transaction on that date for the same amount with the same item.

          Reprint the eftpos receipt from the terminal, see that the last four digits on the card match the eftpos receipt.

          Golden.

          If Australia even had the slightest idea of what customer service is, the store would contact HQ on behalf of the customer and not the other way around.

          But it seems the country is filled with lazy drunks?

        • +1

          Most retailers have very poor tools to search past transactions. Some like SCA are really good, but other, like Kmart, can only be done from the terminal in the cash office.

        • @macrocephalic:

          And that is the customers fault now?

          Retailers don't give two shits about customers.

        • Agreed. This is all that is required as a proof of purchase by ACCC for Australian Consumer Law statutory warranty.

        • @Drew22:

          If Australia even had the slightest idea of what customer service is

          But it seems the country is filled with lazy drunks?

          I question how much time you've actually spent outside the country.

        • @shortblack9: Proof of purchase obviously has to show what was purchased. Bank statement doesn't show that.

        • @macrocephalic:

          You're right. The drunks do get out and about.

        • @macrocephalic:

          I've lived in 5 countries, and I take an average of about 60-100 flights a year mostly international.
          This year I've had 37 flights….

          So… I've spent a considerably large amount of time outside the country.

        • @Drew22:

          Usually the best trained, most experienced staff work M-F. They can also be the ones with the most authority to make decisions.

          Sometimes it's not laziness but poor training and inexperience and no one to support/give the appropriate authorisation.

        • @nakahanap:

          Then it's lazy management for not properly enabling their staff.

      • The has a right to do everything in their power to help

    • +2

      Not really. The presence of the tag outside the store generally indicates theft (which happens a lot), so it's not surprising that someone would make that assumption.

      • +1

        Aren't you agreeing with me then? (even though my comment was tongue in cheek)

        • +1

          I wasn't sure which way to read your comment! haha. But yes, agree! And rightly so! :p

      • +3

        In that case, the chances of thief going back to the store requesting to remove them is quite slim . Their magnet sensor doesn't work, plus it's their fault as they missed to remove the tag! Shouldn't there be a courtesy and good will gesture to be shown in favour of customer, while they sort out their basic stuff ?

        • +5

          Shouldn't there be a courtesy and good will gesture to be shown in favour of customer, while they sort out their basic stuff.

          There is - you show them the receipt and they remove it for you.

          I'm playing devil's advocate now, but if you look at it from their point of view, why should they just take someone's word as the truth?

          the chances of thief going back to the store requesting to remove them is quite slim

          Slightly different, but you'll be surprised at how common it is for thieves to steal something and later come back in to try get a refund (taking advantage of the store's no receipt refund policy).

        • +1

          @bobbified:

          why should they just take someone's word as the truth?

          Because unless you are trying to go out of business you don't accuse your paying customer of being a thief in the absence of any evidence at all.

        • -2

          @trapper:

          you don't accuse your paying customer of being a thief

          Without proof of purchase, how do you know they are a paying customer?

          And you wouldn't accuse them of theft. You just wouldn't go around removing that security tag for anyone that comes in!

        • +1

          @bobbified:

          Well he has the item, so it was either stolen or paid for - hence paying customer.

          Unless you are assuming he is a thief of course… good business practice there

        • @trapper:
          Suspecting someone of theft and actually accusing someone of theft are two very different things.

          If you suspect that the item has not been paid for, but don't have proof that that person stole it, you can choose not to assist them (by not removing the security tag that indicates the high likelihood that it hasn't been paid for).

          Again, without the proof of purchase, why would anyone remove that tag for someone?

        • +2

          @bobbified:

          show them the receipt and they remove it for you.

          Then steal 5 more pairs, and come back 5 more times, presenting the same receipt on each occasion.

          Having a receipt doesn't prove much.

        • @abb:

          Having a receipt doesn't prove much.

          Having a receipt isn't a foolproof, but it's a reasonable expectation.

      • It does not indicate theft!

        Why in the hell would a thief come back to the store and make themselves known? Thieves will have no problem at all removing these tags at home, they probably do it every day.

        • -4

          It does not indicate theft!

          So if someone came up to you on the street and asked you if you wanted to buy something and you can see a security tag on it, what would you think?

          I think you'd be surprised at how ballsy some of these thieves are when they come back.

        • +1

          @bobbified:

          So if someone came up to you on the street and asked you if you wanted to buy something and you can see a security tag on it

          Is that what happened?

        • @trapper:

          Is that what happened?

          This is not what happened in this case - but you're arguing that the presence of the tag is not an indicator of theft when the whole point of that tag is to indicate theft!

        • @bobbified: no,

          As you said, presence of the tag indicates theft. In this case, the shop has sold the customer a product that is not fit for purpose, essentially taking their money without giving them the item they thought they were getting.

          A good store should have a policy to follow when this tag removal does not happen. They shouldn't keep the customer waiting in the store for 90 minutes.

          As to your example, if someone tried to sell me something in the street, and they forgot to remove the tag, then I would try my hardest to find them and to ask them to remove the tag.

        • +1

          @bobbified: The presence of the tag alone isn't an indicator of theft. It's an indicator that perhaps the staff member forgot to remove the tag. Having worked in a retail environment where similar types of security devices are used, I can tell you there are many times a day when the staff member forgot to remove or deactivate the tag.

          In this case it does appear that the staff members are just being deliberately difficult. Thieves rarely come back to the same store so soon after stealing something, let alone making themselves known to staff and asking to remove a tag.

        • @mnermner:
          @Flying Ace:

          Would you still have the same opinion if the person coming in was this scruffy-looking homeless guy (instead of a OzBargainer)?

        • +5

          Not suggesting it is the case here. But my parents used to run a retail business and thieves would constantly try to return stolen goods for refunds. Never underestimate the ballz/stupidity of criminals.

        • +1

          @gromit: Honestly, people in this thread acting like shoplifting doesn't exist.

        • @bobbified: homeless people do wear clothes

        • @mnermner:

          homeless people do wear clothes

          That wasn't my question. And I wasn't suggesting they don't wear clothes.

          My point is, I highly doubt the "just-remove-the-security-tag-without-a-receipt" group of people in this forum would say the same thing if it was a scruffy-looking junkie coming into the store with a tagged piece of clothing asking for the security tag to be removed.

        • @gromit:

          Not at all uncommon. I know some businesses have a "frequent flyer" log of repeat offenders.

    • +2

      Not really. No one is locking OP up. But OP is the one that wants the tag removed, OP has the onus of proving she bought it. It's really not much more difficult than that.

  • +3

    "I spent half an hour in the store , they were not helpful at all."

    Sounds like another example of 'rules' being for when brains run out.

    • +3

      You could say the same about OP for losing (or chucking) the receipt. For all the shop people know, OP didn't buy this at all - she has an item with the tag still on it. She wants the tag off, of course she needs to show a receipt.

  • +1

    When did you buy them? They should have at least 30 days worth of CCTV footage.

  • +58

    Buy another of the same pants, make sure tag is off. Return tagged pants with new receipt.

    • +4

      Hehe, nice idea !

    • +18

      This is my type of solution. It achieves what you need and will mess with the mind of the power-tripping sales clerk. You walk out a winner.

      • +2

        This is crazy. No one is "power tripping" here, except maybe OP. Shop person asking for a receipt when OP wants an anti-theft tag removed is perfectly reasonable.

        • +3

          Yeah and he showed the bank transfer which shows the retailer and the exact amount. If it is enough to be covered under consumer rights it should be enough for them to remove the tag. You make it sound like he walked in there with nothing but the pants.

        • @liquid metal:

          Great idea liquid metal.
          New solution:

          Go back into the store wearing nothing but the pants. Film it for research purposes obv.

  • +7

    Didn't the alarms go off when you exited the store with the tag on ?

    • +1

      The bank transaction could just be a similarly priced item. Not saying there's anything untoward here. The store must not have had the exit security sensors as surely if no demagnetised it would have gone off.

      By the way its a tad annoying for OP that they CS person forgot to take tag off as that's just fundamental. Customer passes items over. CS takes takes off and puts through CR within 1 go or 1 at a time.

  • +3

    Bank statement shows you purchase something in the store, tax receipt shows what items you purchased. The CC statement would not necessarily be in their POS system as a lot of POS don’t register card details, they make a query to the eftpos terminal and only take minor details like MasterCard/Amex/etc, if at all. You really need both to prove the purchase of that item.

    • Don't they have a proof from their end, to match the sale of item ? At least a log of inventory ?

      • +1

        Don't need to track who it was sold to to track inventory. Just that it was sold. I mean - seriously, this is "Shop has to track down POS transaction record, reconcile with inventory logs, maybe check CCTV" vs "OP should have kept the receipt."

  • +5

    Lodge a transaction enquiry with your card provider.

    Your provider will then contact the retailer who will provide the invoice to your provider as evidence of the transaction's legitimacy.

    Your provider subsequently should give this to you as part of their investigation.
    Then take this invoice with your item into the store.

    • Thani you - will give it a go

      • +6

        Lodge a fricken charge back! The goods do not fit the description and are not fit for purpose - they have a bloody tag attached. The retailer refuses to remove it! haha

      • Warning - when you speak to your bank, be careful that you simply query the transaction and are not raising a chargeback, as your bank may charge a fee for a chargeback decided against you.

    • +12

      Well good for you.

      Unfortunately for the world, it everyone is as pedantic as you.

      • -3

        I'm not pendantic - the receipt goes into my wallet and then into the bag when I get home. Not exactly onerous to do. It allows me to sort out warranty and tax deductable receipts and shred the rest. Just a tiny bit of discipline.

      • +1

        Unfortunately for OP, keeping your receipt for at least a short time afterwards is standard and expected.

        • -2

          Thankfully it doesn't matter if the OP has the receipt or not.

          The retailer is just lazy.

        • +1

          @Drew22: OP needs proof of purchase. Receipt tends to be the easiest way. Shop has no obligation to help OP prove the purchase.

      • +7

        I lost it

        How are you going to claim the twelve months warranty when the buttons falls off?

        • +2

          You've never lost anything?

        • +2

          @try2bhelpful: it would be very easy to do. I don’t know why it being the same day is shocking?

          For instance, sales assistant puts receipt in bag. Later in shopping trip you consolidate items by putting them all in one bag and chuck out the others. Voilà lost receipt.

        • +1

          @HighAndDry:

          I'm sure the OP lost the receipt on purpose just to spite the retailer and so they could post on here about it.

          Get a grip.

        • +2

          @HighAndDry:

          Stop being all high and mighty.
          The shop clearly made a mistake, and they need to resolve it. Simple.
          Hell, even if the OP screwed up, the shop needs to help.

          Whether you feel it is the OPs fault is not important, as your opinion is not important.

          What happened to customer service in this country?
          I guess that is what happens when you have a country full of convicts and alcoholics.

        • +2

          @HighAndDry: if it was me running the store, or maybe even just anyone that cared and someone came in with an item that still had the security tag, I would be reviewing how it happened, funny how you seem to be implying the store wouldn't remove it because it may have been stolen, but the shop itself doesn't seem concerned about if it was stolen or not, or they would have reviewed how it happened, either by theft or shop mistake and they would resolve the issue, either by police or by removing the tag. The fact that they hadn't even looked at reviewing it shows they really don't care if it was stolen or not, they are just being difficult.

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