Faulty Dress where do I stand?

cor26

Ok I really don't know where to post this. Sorry if this is in the wrong place.
I bought a dress on Wedensday for my night out on Saturday. The top of the zip was sticky but I thought it was just the stitching. When I tried to take it off after wearing it for about 4 hours I could not get the zip down even with the help[ of my partner. in the end I had to cut down the zip to free myself. Where will I stand on this. Will they have to replace it or refund me?
Thanks in advance

Dizzie77

If the dress was faulty, then they should refund you.
It depends on where you got it from as to whether they know their obligations though!!

Also, is there an obvious fault with the zip?

Clearly the retailers have to guard against people who buy party dresses for their Christmas parties and then make a fault so that they can take the item back and get their cash back - so if the fault is evident, it might help your case a bit.

Sooner you can return it the better though....

cor26

Dizzie77 wrote: »

If the dress was faulty, then they should refund you.
It depends on where you got it from as to whether they know their obligations though!!

Also, is there an obvious fault with the zip?

Clearly the retailers have to guard against people who buy party dresses for their Christmas parties and then make a fault so that they can take the item back and get their cash back - so if the fault is evident, it might help your case a bit.

Sooner you can return it the better though....

It was a shop called bank. It was a small hole at the side of zip that mean't there was no way it would go down. You can't see the hole now I cut down the zip to get out of it. I emailed them today and will try and ring them tomorrow. Wont be able to get to a store until the 27th

Dizzie77

I would try and speak to the manager on the phone tomorrow and let them know that you won't be able to get there until 27th - Otherwise it'll look like you've had the dress two weeks and used it for Christmas and then you're returning it..!!

If you still have the receipt and it has a transaction number on it, it might be worth giving that to the person you speak to tomorrow so that they can log the fault.

JoCJo2

They should refund you if it's faulty, no question. You don't buy an item for it to break the first time you wear it. It's not fit for purpose so you are entitled to a refund xx

Yorkshire_Bred

Did you pay by credit card ? this offers you more protection if the shop gets funny about the refund.

jenniewb

I used to work in a fashion retail company and we dealt with this sort of thing alot- faulty items.

I am pretty sure the rules we followed were the law- is not made by our company but by trading standards and went something like this:

If an item is deemed faulty, the customer should get a cash refund or money back on the card, however they paid. If there is no receipt, proof of payment (eg a bank statement) is also adequate, if there is no proof of payment, this should not matter, and the customer can claim back from whenever he/shebought the item, regardless of if it is in the sale now, if it was not in the sale when they paid, we were to authorise a refund for the amount that transpired with the date. With or without receipt (n/b, this is only for faulty items and not for general refunds).
If the store manager is not sure its faulty, they can ask for it to be sent back to a garment technologist for research, but this generally costs the company in excess of £40 a shot, and this is money they don't get back, so not really a favored thing to do- they would much rather refund you there and then for faulty items.

If the shop gets funny about a refund, go back to the customer services by phone, they may be able to call up the shop. You are in your rights to get a full refund as far as I can tell. If you are made to feel bad, complain. You have done nothing wrong and are entitled to your refund.

cor26

Pad by debit card. I have the reciept so that will help. Looking at the dress now you can't see the fault as I had to cut down the zip. Hopefully they do refund me or replace the dress. Thanks for all your help!

Dizzie77

Yorkshire_Bred wrote: »

Did you pay by credit card ? this offers you more protection if the shop gets funny about the refund.

Section 75 protection only kicks in if the payment is over £100 I think - unless that has changed very recently?

I'm sure that this lady will get a refund - most shops are pretty good.

Incidentally - if you do have a problem, then go to your local Trading Standards Office and they may be able to negotiate on your behalf.