New Look refused to refund for a faulty item- can they really do that?

kiwi_fruit

Well, basically, I bought something from New Look 4 months ago, a few days ago I was going to wear it for the first time and noticed a manufacturers defect where stitching wasn't done properly and is coming undone,over an inch now and a belt that was sewn into that place has come detached and hanging on a few threads now.
Found the receipt, took it back only to be told I can't have full amount of money back as it's been too long and they can offer me quarter of the value as it's how much it retails for on sale. The top still has a tag on, I have the receipt(I paid original value, it wasn't a sale item then and it definately wasn't marked as "faulty/non returnable"), they can clearly see the defect and tell me they cant refund..? I then asked if I can exchange it for something or have a credit note and was also refused both. Believe it or now guy that was dealing with it also said "it wouldn't be difficult to fix with a needle and some thread really"!
Ok I I'm not the sort to argue and just took the top and left, but that can't be right surely?
What bugs me is that you can take back something if you changed your mind etc and I VERY rarely do that and never did in New Look, but when something has clear fault they refuse to refund..? The fact I bought it four months ago doesn't make it ok for it to be faulty, does it? And it's not like I've even worn it.
If somebody can say something on this that'll be appreciated!

PNPSUKNET

when did you buy it?

kiwi_fruit

PNPSUKNET wrote: »

when did you buy it?

mid May, so a bit under 4 months ago.

PNPSUKNET

Im going to be honest, if it was me I wouldnt expect them to that long ago

hollydays

Who told you this? A member of staff or Manager?

Do you think he has a valid point about you being able to fix it easily though?

Wouldn't it be just be a lot less effort to have done that?
Yes you are entitled to a refund.

shelovestobuystuff

You can ask for a full refund up to 6 months after purchase according to new EU laws brought in at the end of March 2003!!!.Theres no excuse for the stores bad behaviour over this as they should be up to date on current retail law.This law is not optional for the retailers,it is law.Go back to the store knowing the law is on your side and ask to speak to the manager about it.Accept nothing less than a full refund.Good luck with it.
http://news.bbc.co.uk/1/hi/business/2888469.stm

willo65

Have they got the same item in stock that they could just exchange for you?

Esqui

shelovestobuystuff wrote: »

You can ask for a full refund up to 6 months after purchase according to new EU laws brought in at the end of March 2003!!!.Theres no excuse for the stores bad behaviour over this as they should be up to date on current retail law.This law is not optional for the retailers,it is law.Go back to the store knowing the law is on your side and ask to speak to the manager about it.Accept nothing less than a full refund.Good luck with it.
http://news.bbc.co.uk/1/hi/business/2888469.stm

That link doesn't back up what you said in the first sentence!

New Look are within their rights to offer OP a partial refund - but a quarter of the value after just 4 months is woefully inadequate.

shelovestobuystuff

Esqui wrote: »

That link doesn't back up what you said in the first sentence!

New Look are within their rights to offer OP a partial refund - but a quarter of the value after just 4 months is woefully inadequate.

I dont see how my sentence is not backed up within the article.Heres an extract-

In essence, consumers will now have a specific right to demand repair, replacement, partial or a full refund on any goods that were faulty when bought.
Under existing legislation, the onus is on the buyer to prove the goods were defective.



But it will now be up to the retailer to prove they were not, as long as the complaint is made by the consumer within six months.

If the OP was quite happy to keep and repair the garment then a partail refund would be acceptable,maybe a couple of pounds for her trouble.As she wants to return the item and has the reciept showing the full purchase price she should get the full amount refunded.
ths.

stugib

shelovestobuystuff wrote: »

I dont see how my sentence is not backed up within the article.

The 6 months refers only to the burden of proof.

The remedies available once you've proven it was faulty (either actively or because the retailer can't prove otherwise) weren't affected AFAIK, so after acceptance of the goods (which is not the 6 month thing) then a repair/replacement/refund is available, but the remedies can still take into account the use within the first 6 months, hence a partial refund.