Faulty handbag

JM5

Just checking what my situation is on the following:
25.5.09--purchased leather handbag at Bicester Village
about 2 1/2 months later, the handles started cracking (therefore within the SGA 1979's 6 month period in which the seller must show that the fault was NOT there at the time of purchase). I stopped using it as soon as I noticed. Returned the bag at the earliest opportunity (21st August--about 1 1/2 weeks after I noticed the cracks) and they refused to give me a refund without speaking to regional manager, who was on holiday (for a week longer than I had been told originally). She is apparently now back at work.

I was promised a phone call on Monday but as this did not happen, I called the shop in question today, to be told that the bag had now been sent off for quality testing. Not sure if it is relevant, but they did not ask me if it was OK to do so, nor did they tell me beforehand that this was their intention. Should they have done? I guess this is them hoping to establish that the goods were not faulty at the time of purchase--I do realise that they are entitled to try and prove me wrong.

I'm slightly worried about what they will say if quality testing results go in their favour. My argument is that I have not misused the bag (just carried around purse, umbrella, hairbrush, a few small shopping items, etc.) and that these cracks cannot constitute normal wear and tear (which the shop suggested could be the case). For a £155 handbag, I don't think the quality is reasonable if it starts to break after less than 3 months' use.

If the testing does go in their favour, my plan is not to accept the result and to speak to someone at the local Citizens' Advice Bureau about taking the matter further. However, I would like to have the handbag back for that, so that I can show them the problem. What should I do if the quality testing people don't send it back to me or the shop, or throw it away? Technically, as I've paid for it, it's still mine regardless of faultiness, and surely I am entitled to have it back.

Mimi_Arc_en_ciel

hi - didnt want to read and leave - if it was me i wouldnt have let them take my bag for testing without giving me a refund - as you mention, you dont know what will happen to it after testing.

I would keep ringing them for an update (but thats me and im annoying!)

Hope that kind of helped!

pulliptears

JM5, is this a Radley bag? Because if it is the customer services team at Radley direct are wonderfully helpful and will instantly replace the bag for you without involving the shop.

I had a lovely Radley bag that my Dad bought for me shortly before he died. The handle broke I called Radley who instantly offered a replacement, I explained that the bag had massive sentimental value and the offered to repair my original bag instead, which they did within 2 weeks