TRS Officer Unable to Verify Item

TimeWaster on 07/07/2018 - 09:37
Last edited 07/07/2018 - 11:07

Asking on behalf of a friend - just looking for some clarification

My friend took some Ferragamo heels bought from a DFS Galleria about 20 days before an international flight for about $800. So the receipt was issued by the Ferragamo store in the galleria, as such, the receipt had DFS Galleria as its title and listed the heels as “Vera Pumps”. So the TRS officer rejected the claim because he could not verify the item, as the receipt didn’t have Ferragamo in the title of the receipt (although it did in the body of the receipt). She tried to argue that a similar shoe bought from David Jones would have David Jones in the title of the receipt to no avail.

So I’m just wondering if anyone has similar experiences or knows anything that could be done in this sort of situation? Is it possible to have the retailer do something on their end to make sure it doesn’t happen in the future? Was the customs officer in the wrong?

As a side note, at the end of this, she mentioned that the guy was quite rude to her and she wanted to make a complaint, however the guy refused to give his name or details beyond his first name written on his name badge. Is there still any way to make a complaint? Are TRS officers allowed to refuse to give out this information?

In any case, I’m not too fussed about the outcome, but I am curious about how this played out, as it seems like something that could easily happen to anyone.

TL;DR - TRS claim rejected because item brand did not match store title on receipt, TRS officer was rude and refused to give ID

Thanks in advance for your input :)

Travel Tourist Refund Scheme

Comments

  • [Deactivated] on 07/07/2018 - 09:54
    +1

    If the item's name matches the receipt, especially if there is a box with the model number, there shouldn't be any grounds for rejection.

    The officer has a right to decline providing you with a name but must provide some form of indetifying number or first name for the purposes of accountability and complaints.

    Unfortunately, the airport is not a place to pick up a fuss. Honestly, there are countries where I don't like the culture/attitude. I could complain but I'm a simple person, I just take my business elsewhere. If Australia is coming off as rude and incompetent, we don't deserve your friend's business. Sincerely.

    • TimeWaster on 08/07/2018 - 08:57

      I believe she didn’t have the box and just wore the shoes through the airport. I agree with not kicking up a fuss at the airport, I tend to see the TRS as a bonus rather than a given with the amount of things that can add up to you not getting the refund haha

      Once I wanted to claim a drone and the TRS office was closed, but there was a sign to write the info down and put it in a box and then it was rejected because they couldn’t sight it. Just 2 weeks ago I went to claim a laptop and as I began to bring out the laptop bag, the TRS officer ushered me to the exit while approving the claim. Seems the person you get might make a fair amount of difference in this sort of thing…

  • Peck on 07/07/2018 - 10:09
    +9

    If they can't identify it 'to their satisfaction' then it is their responsibility to refuse a refund.
    If she wants to complain then write to Border Force quoting time and date and first name of officer.
    I suspect the 'rudeness' that you say that she encountered was a result of her arguing the toss, and is mainly her dissatisfaction with being rejected. I suspect that your friend escalated the heat of conversation, asking for their full name and details, and should have taken "no" for an answer.
    Meanwhile the queue behind her was getting longer and longer.

    • TimeWaster on 08/07/2018 - 09:29

      I suspected making a TRS claim was a subjected process, but I didn’t realise it was up to the person at the counter, as opposed to just matching brand and model no., to get it approved.
      Thanks for the input, Peck! :)

  • Cheap Charlie on 07/07/2018 - 11:49
    +4

    she mentioned that the guy was quite rude to her and she wanted to make a complaint

    Why do people resort to this tatic when they do not get their own way? ❄️❄️

    • pegaxs on 07/07/2018 - 20:44

      “Please stop talking to me and just get your manager…”

    • TimeWaster on 08/07/2018 - 09:20

      I can see how it sounds that way haha

      She said this particular guy was quite rude to all of the asians and rejected their claims for minor reasons and took advantage of some of their poor English comprehension. But I wasn’t there, so I can’t really comment on the truth to this. I find that people who don’t get their way do tend to skew the reality a bit, but I’d imagine there’s at least some truth to what she said. However, I don’t really want to make assumptions about what happened, I was just curious as to how I should handle this sort of thing if it happened to me in the future and also to give her any help with his (if possible)

      • sitdowndisco on 08/07/2018 - 13:24

        Last time when I was at TRS in Sydney it was a nightmare and the staff were rude to the Asian people lining up. It seemed like frustration due to the fact that most people didn't have their documents in order. Missing receipts, husband and wife at different counters with receipts mixed up, people not being able to speak english meaning the staff can't ask questions. I was frustrated because the line was long too and not moving due to people not having their crap together. So I kind of understand that frustration.

        That said, my wife is Asian and she had no problems — took 5 seconds because she had everything in order. But they certainly do treat some Asians poorly and I do think there is pigeonholing to a degree.

        • bobbified on 08/07/2018 - 14:12
          +3

          But they certainly do treat some Asians poorly and I do think there is pigeonholing to a degree.

          I don't really blame the agents for getting annoyed. They're at the front counter and can see all the asian tourists are standing around creating a huge racket the whole time with their bundles of receipts and their shopping all over the place. I stand there and even I get annoyed after 15-20 minutes. Imagine having to deal with it all day.

          Having said that, I'm asian too and they're always really nice and polite to me. So if anything, they're not treating asians poorly, they're treating the annoying individuals poorly.

  • Speckled Jim on 07/07/2018 - 12:05
    -8

    didn’t have Ferragamo in the title of the receipt (although it did in the body of the receipt)

    Your friend didn't print the receipt, so this is between TRS and the retailer. Should have given her the benefit of doubt and followed up with outlet later. Unless they want us to believe they don't have back-office staff.

    Not like it's above this buncha crooks to impose their ideologies, busy-work and penny-pinching on retailers!

  • Baysew on 07/07/2018 - 13:06
    +5

    Complain to Peter Dutton, who is the minister responsible for Border Force. He seems quite a compassionate sort of chap.

    • chumlee on 07/07/2018 - 14:59
      +1

      Very generous man too. He will offer you are free flight and accommodation in the pacific islands

  • Randxyz123 on 07/07/2018 - 13:26

    Is it possible to have the retailer do something on their end to make sure it doesn’t happen in the future?

    Tell the retailer that you are claiming TRS and they'll make sure you have a receipt that says the correct thing.

    Is there still any way to make a complaint? Are TRS officers allowed to refuse to give out this information?

    Most government employees are required to.

    Try calling them or tell your friend to call them https://www.homeaffairs.gov.au/about/contact/make-enquiry

    • TimeWaster on 08/07/2018 - 09:33

      I believe she did. I saw the receipt and they had it stapled to their “How to make a claim” brochure.

      I thought so too, but I couldn’t really find any government site stating that (although I might not have looked hard enough)

      Thanks for your advise!

  • cnmarine on 07/07/2018 - 14:07

    Seems right………the title's "DFS Galleria", Item listed as "vera pumps", I assume "Ferragamo in body of the receipt" means it's listed in some random place with all the other brands that they sell. Should upload receipt for clarification.

  • Dont Care on 07/07/2018 - 14:54
    +1

    it doesn't matter what trading name is. just show them the ABN on the invoice receipt

  • popcornready on 08/07/2018 - 09:25

    As you said in your post “she wore the shoes through customs”.

    Makes it even harder to them to identify as they can’t even go off a label/barcode

    • TimeWaster on 08/07/2018 - 09:37

      I’m not 100% sure, but I know the shoes come with dust bags that have “Ferragamo” on them and it’s also written on the sole of the shoe itself. I’d say it’s about as iconic and recognisable to Ferragamo as an Ultraboost is to Adidas (which I’ve seen people claim while wearing)
      But it does seem highly subjective. However I agree that a box would have made it easier to confirm.

  • Iamnotcheap on 09/07/2018 - 07:29

    Done a number of TRS claims and can say that if it is not easily identifiable (even if worn and iconic to the name), the claim can be refused. I think in the FAQ outlines what is needed to ensure the item can be identified - commonly taking tags and boxes to show the item worn belongs to those receipts. After reading this we even took a picture of the item from the retailers website (done this with our snowboards as the receipt was not detailed enough to tie to each of the boards).

    However there has been some instances in my claim where they have just had a quick peek at the garment and went sure that looks like a “sweater” or ‘branded’ piece as per receipt.

    They just trying to avoid someone wearing what could be a cheap piece that looks similar but making a significant claim (I.e. they got a receipt from a friend/relative and did not actually make that purchase).

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