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Interesting, Freddy, and certainly illustrating the growing advantages of online shopping. I find myself buying 'over the counter' (of almost anything apart from food) quite rarely these days as the speed, convenience and greater certainty of buying online wins hands-down, quite aside from any potential 'return' requirement. The halfway-house is ordering (and maybe paying) online for collection at a local shop, with the likely advantages of speed, not missing a courier and minimising delivery charges. The sealant I wanted on Monday from Screwfix was in stock locally when I checked late on Sunday evening - but only one tube. So, a few minutes online secured it before someone else bought it and I had no wasted journey.

If I thought it would achieve anything, I might be tempted. But realistically, the best option is Twitter (Zara must have an account) and I would need to open or reopen an account to do that, when I really don't want to waste any more time on them. I've put the unpleasant experience behind me, and any possibility I might buy from them again. And there we have a good reason to avoid in-store purchases, and returns. A protracted returns procedure the very reason I gave up buying from House of Fraser, which was just as effective as Zara seems to be during the sale period. As a reminder, I had returned some shoes to HoF Oxford Street bought online. I saved them the return carriage cost by making a personal delivery. Showing the delivery note with all my details, wasn't enough for the supervisor to put the money back in my account, I had to present the c/c too. Not usually required these days, but it was part of their procedure. Not only did I have to present my card, but I also had to 'sign in' the receipt. The supervisor didn't like my signature compared to the signature on the card. A heavy verbal debate ensued. My stand was that I was returning goods, not taking them. Would a crook return products (I was entitled to return as the delivery note confirmed). If I returned the goods by post, HoF would have pay carriage, and neither card nor signature would accompany the goods being returned. Worse still, during that time I could sign up for 'instant' store credit, and walk out with £200+ worth of goods based on providing a name and address. The supervisor conceded this too. I got a credit on my card. A day later I got a phone call from the store General Manager, who was apologetic and agreed all my points regarding the return procedure. But it wouldn't be changing. Well, how did that work out for the group of stores? A painless returns policy 'made' Marks and Spencer. That policy took hundreds and hundreds of pounds off me over the years. Many retailers realised it gave customers comfort when buying, so have copied their procedure. John Lewis and Screwfix being obvious nominees for the 'copycat' awards. Both offer pain free returns, both are very busy businesses. That isn't their only attraction of course, but pain free returns mean customers will take products away to try (JL) or buy more than they need (SF) knowing surplus can be easily returned. Not that everything bought with a view to returning if necessary, gets returned. A side benefit of the 'easy returns' is that the returns window is sometimes missed. Been there, done that. New Look started to make life difficult for buyers, when they decided any discounted stock could not be returned. Anything you bought in a sale, had to be kept - unless bought online of course. Idiotic? Same was true of Select. No in-store purchases at all could be refunded, only store credit was offered instead, unless you bought online!! Like New Look, Select is another retail group shrinking fast with high street shops just disappearing. Of course Select quality was never great anyway. A pair of their shoes I wore for the first time, all but fell to pieces. (Written up elsewhere.) I like to support the high street, and loathe the Amazon business model, I don't see why a high street should offer a lower service than one I get online. Just doesn't add up to me. But 30 minutes queuing for returns to be processed - not acceptable Zara.