River Island - refused to refund on £ 40 jeans

neilsue

I bought for my 13 yr old daughter a pair of £ 40 jeans from River Island in Solihull - a shop I go to often and have spent a lot of money over the years with them. I bought the jeans on the 9th January, my daughter tried them on, they were too small and I put them straight back into the bag for returning to the store.

I went back into the store today and they have refused to give me a refund because they said the labels were tied on in the wrong place, there was not a washing label inside the trousers (this is apparently a large orange label that you peel off) and the jeans had creases on the knees which made them look they had been worn. Firstly, they did not look at all like they had been worn (and indeed had not been), they had been folded (neatly) in the bag since tried on and the only folds were clearly from that. So far as labels being in wrong places or missing, when you buy a any item of clothing I personally am not aware of where various labels are stuck, hung or attached, I just look at them and decide if I want to purchase them. The deputy manager refused to accept that maybe they hadn't been checked by the sales assistant who sold them to us who presumably could identify the mis labelling and/or that they may have been returned and accepted in this "unsaleable" state thus they had an inconsistent policy.

In any event I was given a customer service number to call and they suggested that I ask the manager to return the jeans to Head Office for independent verification. This I have done giving the shop the jeans and my receipt. Apart from the way I was dealt with in the shop and the fact that I am potentially going to loose my money, I am concerned at the lack of protection shoppers get in these circumstances. It is likely given that they need to support the store that the Head Office will simply agree with the store and refuse a refund and I wonder if anyone can recommend what course of action I can take or indeed if I have any recourse. Any advise would be gratefully appreciated.

dmg24

I can't read your post, you need to break it down into smaller paragraphs.

I have only looked at the first few lines, but you should be aware that a shop is not legally obliged to give you a refund unless the item is faulty.

Chris25

This seems shoddy treatment of a good customer but I must admit I've never had a problem with River Island and find the staff really nice.

just a couple of points...................

Have they given you a receipt as proof that they have taken the jeans from you? or did you manage to photo your own before you gave it to them?

Did you get the names of the sale staff that you dealt with & why did the deputy manager deal with you - did they say that the overall manager was unavailable?

dmg is right, unless the goods are faulty, you have no right to a refund but your treatment leaves a lot to be desired

Halloway

If only shops had some kind of 'changing room' where one could try on clothes before buying them.

Chris25

Halloway wrote: »

If only shops had some kind of 'changing room' where one could try on clothes before buying them.

the OP did say that she bought them for her daughter

alared

They`re only £3 a pair in Asda with a no quible refund policy!

neilsue

Chris25 wrote: »

This seems shoddy treatment of a good customer but I must admit I've never had a problem with River Island and find the staff really nice.

just a couple of points...................

Have they given you a receipt as proof that they have taken the jeans from you? or did you manage to photo your own before you gave it to them?

Did you get the names of the sale staff that you dealt with & why did the deputy manager deal with you - did they say that the overall manager was unavailable?

dmg is right, unless the goods are faulty, you have no right to a refund but your treatment leaves a lot to be desired

Thanks Chris.
Unfortunately we did not get a receipt from them but we did call back the Head Office and logged with them the fact we had left the jeans and receipt with the solihull store and they advised that they would not normally give any form of receipt, but at least they are aware.

We did get the name of the member of staff (although she wouldn't give me her surname) and although only a deputy manager in title, was the manager of store today.

I also have had good service from them in the past and I am aware that shops have refund policies but you are not legally entitled to a refund, but I also know that I will not be shopping in the store again and would recommend that anyone who goes to RI checks that the items are labelled in the "correct RI way" and that any folds that might be in the item are acknowledged prior to purchase.

neilsue

Halloway wrote: »

If only shops had some kind of 'changing room' where one could try on clothes before buying them.

Thank you.... I was buying the jeans for my daughter........

hollydays

This is tricky.For me the main point that is being disputed would be the creases on the knees,they are claiming they have been worn.I think i would have taken them into trading standards offices and shown them to them.See what they say.If they disagree,you can take their advice from there.As already stated,they don't have a legal obligation to refund,but subject to their t &cs (item being unworn),they are generally offering this.

Could you not exchange them for a larger pair? They might be more inclined to negociate that point.

zenseeker

neilsue wrote: »

Thank you.... I was buying the jeans for my daughter........

Where the jeans incorrectly sized on the label, or did you just not know your daughters size?

neilsue

Zenseeker

Neither - different shops have different sizes; 13 year old girls are different sizes; jeans are different styles and you may get one size in one style and one size in another.