BP — refund of money
Had my in car phone charger stolen so thought I would buy one of those new 8 in 1 multi connections to charge my Nokia phone. Purchased for 30$ and opened packet and tried it in my car before leaving. It didn't work yet on the pack said it had the proper connection for Nokia phones. Went back inside and asked for a refund and was refused. So was offered another pack to open and try. So I went and tried number 2. Guess what didn't work so took a pic on my iPad to show operator the product wouldn't work with my phone. He called the manager and she refused my request for a refund and hung up on me.
I stayed my ground for my right to a refund. So I suggested I try the other 3 packs as the other 2 were broken and was refused. I was told to go try in his car to work it, maybe my phone was the problem, can't give a refund once the pack was opened and so on. Another staff member came in for her shift and after sparking to her she finally got back in touch with the manager and 45 mins later I got my refund.
This was atrocious policy of the store to not allow the operator the power to make a refund and I hadn't been off the property. It is also illegal to make excuses to why you can't refund just because a box has been opened. This was all wrong and poorly educated and trained operators.
Made my complaint to BP Australia and almost got bumped as a whinger so called them back and got a more sympathetic ear that the policy of not allowing the weekend staff to do refunds was an ohs issue as this could escalate peoples dfrustration and lead to verbal or worse physical abuse and puts the operators in a dangerous situation.
Need better training and trust in operators and know the law in relation to refunds.