Innzone telesales staff call stores to offer stock on a ‘sale or return’ basis. Goods are then debited and delivered through their news wholesaler. But conditions stipulate that the goods can only be returned up to a month after being on sale for four months.

The retailer, who asked not to be identified, claimed the staff member who took the call was not authorised to make buying decisions, and was unaware of the terms and conditions. 

After intervention by the NFRN, Innzone agreed to allow the store to exit the deal. 

The retailer said: “Once I told my NFRN rep, it was passed on to NFRN Connect, who got the stock picked up and refunded it for me.”

NFRN head of field operations and news Brian Murphy told RN: “We’ve still got reservations about Innzone’s method and selection criteria for stores, but we’d like to thank them for working with us to help resolve issues when they arise.”

Retailers may opt out of being contacted or receiving goods from Innzone by contacting their news wholesaler.

Phillip Glyn, managing director of Innzone, responded: “For over 15 years, Innzone has been offering opportunities over the telephone for convenience retailers to capitalise on the latest trending products that they often don’t get to see in their local wholesaler. 

“Thousands of stores buy products from Innzone every month and we have many happy customers who appreciate the service we provide. 

“Authority to make a buying decision is always asked at the beginning of calls as part of our protocol. On rare occasions, a staff member may incorrectly state they have that buying authority when they don’t, and then go on to accept the offer presented. 

“Innzone is here to help retailers, so when situations like this arise, we always listen to the NFRN and come to an amicable compromise and settlement of the case, which in this case I believe we have done.”

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