PureZone Is Only Offering Partial Refund for Sheets Purchased December 2019

Ok, so we love bamboo sheets, and the purezone sheet sets are good quality and is relatively affordable. We've been buying from them for the past 5 years and are loyal customers.

So back in Dec 2019, we bought 3 king size sheet sets from DFO store in Moorabbin during the Boxing Day sales. As we always buy stuff from PureZone and I didn't make an effort to keep the receipt (bad move), as we know it will be fine as with the other purchases before. We washed them so it's ready for use. It was only Feb 2020 that we discovered that one of the fitted sheets is the wrong size. We intended to return it, then the lockdowns came. We kinda forgot about it since Covid was more in your face. Once we got out of the 2nd wave lockdown, we went to DFO Moorabbin store to get it sorted. They said that since it has been that long and we have no receipt, we need to talk with the guys at the head office.

So we went to the head office and I left the sheet set to them - they said that they will do some checks to see what they can do for us. Just last month, they said that they are no longer keep the stock as it is from a discontinued line, and they can't to a swap to the correct size. I found that hard to believe as their website clearly shows the exact same thing - king size 350 bamboo sheet sets. They offered me a refund $59 for the incorrectly sized sheet set, which I initially paid $128 for (from my credit card statements). I said I don't want the refund money, I want the sheets back. They took my mailing address and they said they'll ship it back.

A few weeks later, they are now claiming that there is a tear in the sheets and they have donated the sheets to charity. They are sending a $59 cheque as a replacement for the sheet set.

I feel that I have been bullied to agree to their terms and lose $69 along the way, when they were at fault in packing the wrong sheet size in the first place. The other thing is they had the audacity to destroy my completely intact sheet just to get their way. I am really furious about that.

What can I do now? I'm thinking I have these choices:

  1. Give them hell demand a replacement sheet set.
  2. Complain to ACCC about their conduct.
  3. A combination of 1 and 2.
  4. Accept my loss and move on. I will lose years of my life dealing with these scumbags - it is not worth $69.
  5. Other suggestions?

PS. I've spent $2,348 on purchases in 2020 alone. We loved their sheets, we give them out as presents. The way they treat their loyal customers is atrocious.

Related Stores

purezone.com.au
purezone.com.au

Comments

  • +5 votes

    Poll?

    Should have kept your receipts until you wash the sheets and that they were OK, before chucking the receipts away…

    • I don't really know how to create a poll.. hahaha..

      Not keeping the receipt is my single biggest blunder. Although the ACCC says it's not the be all and end all, if you can demonstrate your purchses through other means, like statements, etc.

  • If it was a week after you purchased them, I could see your point. It's over 12 months since you bought them, I'm surprised they are giving you anything really.

    • I knew it was a long shot. That's why I want the wrong size sheets back.

      Now they're claiming that it has a tear and they're forcing me to take $59 instead.

      • Yeah, that's a dick move if true, but very hard for us here to judge whether the sheets were torn or not.

      • Most likely they were misplaced and that's the excuse they are using. It's probably sitting on someones desk, but this is easier than searching for it.

    • Agreed.

      I had the a similar thing at target, except I purchased the wrong size.

      The Sheet was in its original packaging and I had the receipt.

      The girl said that she is not supposed to accept returns on manchester due to covid but did it out of goodwill which was lucky for me.

  • I guess once you lose the receipt, there is nothing much to be done. It's usually best idea to check the item thoroughly before ditching the receipt if you have a habit of throwing receipts out.
    I've learnt my lessens, so I just scan them and chuck them in a folder if I ever need them in the future.
    I guess only option you have is move on.

    • But destroying a perfectly good sheet set just to claim they've donated it to charity? can't you just get your sheets back even if it is the wrong size?

      • Well, you should have gotten the sheets back. But, as you can see from your experience, right thing doesn't always happen. And you will waste more energy arguing about it with their head office.
        I'm just pointing out, if you had the receipt, and if you checked the sheet on the first day and returned the item early, you wouldn't have to go through all the trouble.

  • What can I do now?

    1. Laugh out loud
    2. Take your wife out for weekend breakfast after the cheque clears
    3. Watch youtube videos of starving African children and contemplate life
  • I'd move on with life - Chuck them on facebook marketplace for 30 bucks and get some of your money back.

    • I don't have the sheets. They're claming they've donated it to charity because there's a tear - which I dispute.

  • So you didn't return it for 6(?) months and when you did it was without a receipt and they generously, IMO, offered you a partial refund but still you weren't happy? It's now another 6(?) months later and you're still chasing it? Did you receive and deposit the $59 cheque or did you return it?

    Legally I don't think you're entitled to anything without a receipt and with the time that's passed I'd suggest you drop it and move on with life.

    • Not getting a replacement is fine with me - I just want sheets back since they can't do anything for me.

      But claiming it had a tear so they had to donate it? That's just wrong.

      By the way, I haven't received the cheque yet.

    • +3 votes

      Legally I don't think you're entitled to anything without a receipt

      Thankfully in Australia you don't need to keep receipts.

      They sold the OP the wrong product, and then they destroyed the OPs property.

      A full refund is what you should be going for.

  • It may be too late for your current, but for future reference if you have paid with your credit card and do you do lose the receipt you can always get a copy of it from the store that you bought the item.

    I have done it on numerous times. Usually all that you need to provide is:

    1. the rough date of when you bought the item;
    2. the amount that you had paid for the item; and
    3. the last 4 digits of your credit card.

    This is usually enough for them to track you receipt and email it to. You don't even need to go into store (unless of course you are intending to return the item using the copy of the receipt that you have just obtained).

  • Did you bother emailing their customer service dept to inform them of your intention to return the sheets after lockdown?

    • Yes I did. They were as unhelpful via email as they were in person.

      • Yeah that’s a bit dodge then. I think if youve informed them of your intention to return during the return period they should let you return after lockdown or provide other return methods, at least that been the case in my experience.

  • They did not send the sheets back as agreed. I would make a formal complaint to the company via email and physical letter and give them a week to send the replacement sheets or refund the full purchase price as per the CC and if they do not then make a complaint to the appropriate Vic government department that looks after this sort of thing.

    • refund the full purchase price as per the CC

      we bought 3 king size sheet sets

      Except CC transaction doesn't show 1 sheet set, it's 3. But who's to say it was even 3 sheet sets? No proof of the transaction

      • Correct, When the CC/Debit does not show itemised billing, they can request further proof of purchase.

      • -5 votes

        We're in Australia mate, as a consumer you don't need to keep the receipt but the business is required to keep a record of the sale.

        Just saying what you bought, how much and when is sufficient in this country as proof of purchase.

        • Where in the law is this? Reference to any government (state or federal) web site page with it on it is good enough.

        • Straight from ACCC website (The Australian Competition and Consumer Commission)

          Businesses can ask you for proof of purchase
          To use your rights to a repair, replacement or refund you will need to keep the receipt or other type of proof of purchase.

          A receipt can come in the form of a:
          a GST tax invoice or
          a cash register or hand written receipt.
          Other types of proof of purchase include:
          credit or debit card statement
          a lay-by agreement
          a receipt or reference number given for phone or internet payments
          a warranty card showing the supplier’s or manufacturer’s details and the date and amount of the purchase
          a serial or production number linked with the purchase on the supplier’s or manufacturer’s database
          a copy or photograph of the receipt.
          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. However, as long as you can reasonably demonstrate that you purchased an item, a business may be breaking the law if it denies your right to a refund, repair or replacement for an item that fails to meet a consumer guarantee.
          Businesses are not required to provide you with a refund or replacement if you simply change your mind.

          His credit statement says he spent $441 in the store. The store has since closed down. I understand that they are not returning his set, but how can they tell whether he spent $59, $128 or $441 on a set of clearence sheets. For a set of clearance sheets Over 12 months old I think that's fair enough.

            • @MnGQ: If it was a fault then maybe. However it was over 12 months for him purchasing the wrong item (essentially a change of mind exchange refund).

              A lot of stores aren't even allowing change of mind returns right now (especially on items like sheets), and may not have allowed it anyway due to being washed (can they resell them or would they just be throwing money away to please a customer).

              To me it should have ended with the store saying no. Then head office would not have had the sheets to lose.

              • @dizzle:

                However it was over 12 months for him purchasing the wrong item

                But they didn't purchase the wrong item.
                The store gave them the wrong item when they paid for something else.

                (essentially a change of mind exchange refund).

                No, it is not. The store gave them the wrong product than what they paid for.

                Imagine buying a top of the line Mercedes A200 AMG, and having a base model delivered to you instead. Then Mercedes refusing to take it back, then offering you a partial refund for when they are at fault, and then destroying your car. High yield investment, RUINED! Despite Mercedes being in the wrong the whole time.

                Why should you be financially responsible for the businesses mistake?

                • @MnGQ: Since we don't have the receipt, we don't know that. The receipt could show that he purchased 2 King and one Queen (becuase it's a clearance store they could well be the same price even)

                  More likely he brought 2x King Size to the counter and 1x Queen size. They look the same so they were rung up as three kings. An easy mistake to make on both sides. Yes they should fix it by refunding the difference (if any difference) in price. But if someone comes back to you 12 months later and says "you sold me the wrong thing" you would be doubtful.

                  And going by your AMG analogy: Would you wait 12 months to confront the dealer? No you would sort it out as soon as you realised. For the difference in cars, that would be when you pick the car up. For sheets, I'd allow a month or two.

                  • @dizzle:

                    Since we don't have the receipt, we don't know that. The receipt could show that he purchased 2 King and one Queen (becuase it's a clearance store they could well be the same price even)

                    Again, you do not need a receipt in Australia. End of that discussion.

                    Pure Zone has a record of the sale, and they did not dispute that they purchased and got the wrong size.
                    That is the first thing that they would have checked.

                    • @MnGQ:

                      Again, you do not need a receipt in Australia. End of that discussion.

                      You keep saying this, but have offered nothing to support. I showed the ACCC (probably the foremost resource for consumer advice, and often favour the buyer over the seller) statement that says "Businesses can ask you for proof of purchase. To use your rights to a repair, replacement or refund you will need to keep the receipt or other type of proof of purchase."

                      Where are you getting that you do not need to keep the receipt from?

                      • @dizzle:

                        Where are you getting that you do not need to keep the receipt from?

                        It is the or other type of proof of purchase part that you pointed out. The ACCC even says that credit card are a form of proof of purchase.

                        The OP has been able to adequately prove to the company that they purchased the items from them.
                        The company has a record of the sale, they know full well what they sold him.

                        Pure Zone knows that they screwed up, which is why the deliberately and maliciously destroyed the OPs property in an attempt to bully their loyal customer into accepting a partial refund when the OP is really due a full refund.

                        Pure Zone are an unethical company that would rather screw over their loyal customers than to admit they were wrong, end of that discussion.

                        • @MnGQ: OK, I understand, but when most people say receipt they mean Proof of purchase. However a Bank statement may not be enough. If it is not itemised (and most are not now) they can request an alternate proof of purchase as per the "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."

                          So without suitable Proof of Purchase, they don't need to fix a customers issue.

                          Honestly I don't think they handled it well, but at the store they should have been able to refuse for not having suitable proof of purchase. Then there would have been no items left with the head office, and no lost items.

                          • @dizzle:

                            when most people say receipt they mean Proof of purchase.

                            Well… Yes… A receipt is proof of purchase. A bank statement is also sufficient as the retailer can very easily look it up on their point of sale system.

                            Pure Zone are just being difficult for the sake of not having to pay for their own mistake.
                            They have a record the sale, I guarantee that they have found it inside the point of sale, and they know that they screwed up.

  • bikie

  • Here's the line on my credit card statement:

    Dec 26 Pure Zone Aust Moorabbin A/Pau $441.00

    But that's not even the point now. I have rested my case for a size swap. I just want my sheets back.

    They have destroyed something that I have paid for. That is destruction of property isn't it?

  • Well I know which store ill be avoiding at DFO Moorabin!

    • Apparently, they've closed down their retail store and moved online - that's what's on their store last time I went there.

      Not sure if there are other physical outlets for them.

  • I'd take the $59, go buy some lunch for the family and take the lesson that time is money.

  • Let it go. Not worth it for $100.

  • I think I get why you are so annoyed; I'm guessing it's not even really about the sheets or the money, it's about their behavior in pretending they were damaged. Am I right?

    The hilarious thing is there's no way a charity is going to accept a torn sheet.
    They're not going to sell it - who would buy a torn sheet?
    And they're not going to give it to someone in need - how degrading would that be?
    I guess who ever came up with that lie imagines the desperate shouldn't be so picky and be happy sleeping in second hand torn sheets.
    At best this imaginary torn sheet would end up in the imaginary charity's pile to be torn into rags. and at worst it would end up in the imaginary charity's pile going to landfill.

    as for what you should do?

    1. Give them hell demand a replacement sheet set.
    2. Complain to ACCC about their conduct.
    3. A combination of 1 and 2.
    4. Accept my loss and move on. I will lose years of my life dealing with these scumbags - it is not worth $69.
    5. Other suggestions?

    5.
    first of all i would suggest trying to learn from this. get your shit togehter a bit more. make a system for saving your receipts. make a system for examining and testing products within a week of receiving them. make a system to remind yourself to chase up things like returns and warranties within a month.
    (this is all stuff i'm trying to work on my self - i don't have my shit together either and leave these things for rediculous amounts of time also.)

    also 5.
    secondly don't buy from this company again.

    1,2,3,4
    4 is the rational option
    you need to decide - how important is this to you in terms of justice?
    i get sick and tired of being shat on or seeing it happen to people i care about
    sometimes - rarely - going all the way for something objectively not very important is cathartic even if it's not sensible
    or will you let this one go - because obviously this will not be the last time you will get ripped off

  • How long do you people keep every single receipt. ?some must have a storage unit up the road to store them

    • I have a box that I put tax and other receipts, except food and come tax time it gets sorted and processed.

      • I sort of do the same. Ignoring the fact that most receipts are digital now, anything tax related gets scanned and the physical copy goes into a folder here at my desk ready for the next tax return. Minor purchases the receipts is kept until I've checked the item properly. Anything with long warranty gets scanned and saved and the physical receipt goes into the filing cabinet along with the manual etc

  • amusing tale - file a police report for theft of your goods. send em the report number - see what they say.

    correspondence shows receipt of your property, loss of your property - enough for the police.

  • Accept my loss and move on. I will lose years of my life dealing with these scumbags - it is not worth $69.

    On a time value of money basis, this is far and away your best option.

  • +2 votes

    From the story, I'm more surprised that you expect to return sheets that have been washed already, and give sheets as gifts. I must be with the wrong crowd. Never heard anyone getting those as gifts.

    • I'm more surprised that you expect to return sheets that have been washed already

      Not unreasonable. For example:

      • Purchase King size sheets
      • Open and dispose of packaging (labelled King sheets)
      • Wash Sheets
      • Let dry
      • Fold and store until changing sheets
      • Remove sheets from storage to put onto bed
      • Realise sheets are wrong size upon attempting to put them on the bed
      • Not sure why the neg, I doubt I'd bother to strip the bed, make it with the new unwashed sheets to check, strip it again, put the old ones back on and then wash the new sheets. I wouldn't just use them unwashed.

        • The process I described is literally what we would do with a set of new sheets. Check the packaging, wash, dry, put away until next change.

          Having said that, I would hope I would notice the difference between a King and Queen size sheet (assuming packaging was mislabelled - labelled King, but actually contains Queen size). But not everyone would.

  • I suggest you forget it and move. Life is too short for lingering on unsound and sour matter. As time spent is life, why do you want to go and be brother. You had already tried your best. I have encountered many occasions like that, and after trying my very best( oh, that is to fulfil my conscience), I will accept whatever the outcome is. I think I have been right.

  • SarsCov2 - If you have tried, and are done with, dealing with all the minions at Pure Zone, it may be time to bring your complaint/ issues to the attention of some senior management.

    I would suggest sending an email, that details about your dealings with Pure Zone, to the attention of the following two (2) individuals:

    • Peter Hoffman, Director at Pure Zone ([email protected])
    • Lisa Levi, Brand Manager at Pure Zone ([email protected])

    Let us know how you go.

  • Considerable time lapse and no receipt?
    Consider yourself lucky any refund was offered