asda refusing to refund faulty top

TomandBarbara

I went to asda today to refund a jumper that I bought a few months ago. I had worn it and washed it several times but the last couple of times I put it on one of the sleeves felt really uncomfortable, I then noticed one arm was considerably longer than the other.

Now I know it was only £6 but I have tops in my wardrobe that have cost me less and have lasted for years and think 3 months wear for a jumper is unacceptable so I took the jumper back today with my receipt and said I would like my money back.

Well, after studying the jumper for what seemed like forever (clearly one sleeve was longer than the other but the assistant kept folding it in different positions to prove otherwise :mad:) she called a 'George' member of staff over to the counter. " I don't think there is anything I can do" she says after I explained the problem again, then after realising I wasn't going to just say ok and dissapear called another 'unhelpful' member of staff over. She said because it was out of the 28 days I couldn't have a refund, I said there is clearly something wrong with it, if I had noticed that the arm was gradually getting longer I would have bought it back earlier but I hadn't and I can't wear it anymore as its no good.

She eventually said she would refund my money (!) but because it had gone into the sale I could only get the £3 sale price back. I agreed but said I would be contacting their customer services dept about it as I thought this seemed ridiculous.

Surely under the sale of goods act where things should be fit for purpose I should have got a full refund?????

4743hudsonj

TomandBarbara wrote: »

I went to asda today to refund a jumper that I bought a few months ago. I had worn it and washed it several times but the last couple of times I put it on one of the sleeves felt really uncomfortable, I then noticed one arm was considerably longer than the other.

Now I know it was only £6 but I have tops in my wardrobe that have cost me less and have lasted for years and think 3 months wear for a jumper is unacceptable so I took the jumper back today with my receipt and said I would like my money back.

Well, after studying the jumper for what seemed like forever (clearly one sleeve was longer than the other but the assistant kept folding it in different positions to prove otherwise :mad:) she called a 'George' member of staff over to the counter. " I don't think there is anything I can do" she says after I explained the problem again, then after realising I wasn't going to just say ok and dissapear called another 'unhelpful' member of staff over. She said because it was out of the 28 days I couldn't have a refund, I said there is clearly something wrong with it, if I had noticed that the arm was gradually getting longer I would have bought it back earlier but I hadn't and I can't wear it anymore as its no good.

She eventually said she would refund my money (!) but because it had gone into the sale I could only get the £3 sale price back. I agreed but said I would be contacting their customer services dept about it as I thought this seemed ridiculous.

Surely under the sale of goods act where things should be fit for purpose I should have got a full refund?????

What they have given seems fair. Under the sale of goods act they are entitled to provide a partial refund taking into account the fact you have had some use of the item. Their resolution whilst slow and not intended is actually compliant with SOGA and IMO very fair. id be happy with that result and move on rather than wasting time complaining for something so trivial.

I suggest visiting consumer directs website to make sure you know exactly what soga entitles you to for future reference.

TomandBarbara

4743hudsonj wrote: »

What they have given seems fair. Under the sale of goods act they are entitled to provide a partial refund taking into account the fact you have had some use of the item. Their resolution whilst slow and not intended is actually compliant with SOGA and IMO very fair. id be happy with that result and move on rather than wasting time complaining for something so trivial.

I suggest visiting consumer directs website to make sure you know exactly what soga entitles you to for future reference.

Thanks for your reply. I think what is making me so annoyed is the unhelpful and unprofessional staff that were in there at the time! There was three people dealing with it including a manager who didn't explain herself very well at all. After telling the assistant to refund my money she just wandered away from the till without saying a word to me. And i wasn't rude at all as I've worked in shops before myself! That was over 11 years ago though so am refreshing myself with the consumer direct website

gordikin

So you got a refund then?

gordikin

Did you have a receipt/proof of purchase and present it?

4743hudsonj

TomandBarbara wrote: »

Thanks for your reply. I think what is making me so annoyed is the unhelpful and unprofessional staff that were in there at the time! There was three people dealing with it including a manager who didn't explain herself very well at all. After telling the assistant to refund my money she just wandered away from the till without saying a word to me. And i wasn't rude at all as I've worked in shops before myself! That was over 11 years ago though so am refreshing myself with the consumer direct website

Yes. Maybe a letter is called for but certainly not about the refund itself. I would write and complain bout the poor un-knowledgeable staff who were rude and ignorant towards you. Just state you would like them to look into it and provide extra training. Maybe list their names if you know them?.

You never know this may gain you a full refund and a £2 off voucher, at worst it will result in you being in the situation you are now.

Refreshing yourself on law is always a good idea. Prevents embarrassment on your behalf and frustration on clerks staff (ones who know their law) when people go in demanding their "right" to a full refund. Essentially (assuming the goods are accepted) the retailer can choose to repair/replace/ refund or partial refund the item. This is entirely up to them. If after 6 months since purchase, they may request you prove its an inherent fault which in most cases costs a fair bit of money. There are other important facts but these are only important if the retailer tries to wiggle out of recourse.

pendulum

We've only had one side of the story, I reckon if the staff were here they'd tell us another story about how this rude customer came in misquoting the SOGA and demanding a refund (when she's not entitled to it) over a £6 jumper she bought months ago. Sounds like a nightmare customer to me.

marvic31

Got to agree with pendulum on this one. Maybe if it was a high value jumper then fair enough. If its been worn and washed several times then you probably had your £6 worth.
Wearing and washing damages clothes, simple.

Take it as a learning curve and dont buy form ASDA again.

Ivory_Tinkler

How come didn't you notice the difference in the arm lengths before? If you had worn it surely you could tell? Personally after a few months of wear out of a £6 jumper that I had already been wearing anyway, I wouldn't have bothered.

On another note, isn't it funny how when a poster asks something and the answers aren't quite what they'd like to hear, suddenly the staff are rude and incompetent?

cyberbob

A £3 refund on a £6 jumper that was bought months ago and has been used sounds reasonable to me. You buy cheap and you'll get cheap quality

TomandBarbara

pendulum wrote: »

We've only had one side of the story, I reckon if the staff were here they'd tell us another story about how this rude customer came in misquoting the SOGA and demanding a refund (when she's not entitled to it) over a £6 jumper she bought months ago. Sounds like a nightmare customer to me.

I was most definitely not rude (I despise rude people there is no need for it) and I didn't misquote anything.

Do you work in shops yourself Pendulum? I just wondered why you think I sound like a "nightmare" customer!?