Reiss Customer Service Nightmare Help

jeanpierre

I purchased a black symphony overcoat in December 2008 and only got around to wearing it for the first time in December 2009. When I wore it the zipper stuck and tore the lining of the jacket. Reiss customer service do not want to know, so on the advice of Trading Standards, I am taking them to court under the sale of good act 1979, as I do not believe the coat was fit for purpose. I think I am right in saying I have 6 years in which to do this, but does this apply to a coat? I also really need evidence from other shoppers who have either purchased the same jacket and had similar problems with the zipper or who have had similar poor customer service from this retailer. I would really appreciate any help/assistance or details of your experiences. Thank you so much

Ivory_Tinkler

It would be up to you to prove that there is a fault with the coat. 6 months from purchase it is up to the trader but once that time is passed then it is up to the consumer. You would need to get some sort of independent verification that the coat has an inherent fault and I would imagine you would need to do this before thinking about going to court.

jeanpierre

Thought I would post an update to my original post. I successfully won my case against Reiss, the high street clothing retailer, in the Wandsworth County Court yesterday. I obtaining a tailor's report on the quality and workmanship of the jacket and used this and the jacket as my evidence. Reiss couldn't even be bothered to turn up and defend the claim, so the judge heard my evidence only.
If anyone else has experienced Reiss's poor quality clothing and arrogant customer service then please challenge them on it. It took me 6 months but it was worth it!
Now all I have to do is get the money back from them. Watch this space as they have 21 days else I will be asking for a warrant of execution and getting the bailiffs to call round to their head office in Picton Place, London.

dansky

Bought a jumper made by Reiss. Fell apart but lost the receipt. Could Reiss care less? Not really.
Stay away from their clothes is what I've learnt.
Here's the email I sent and the reply, I await their further reply:

BOUGHT A JUMPER FROM JOHN LEWIS ABOUT A YR AGO. HARDLY USED WHEN THE NECK LINE UNRAVELLED. UNFORTUNATELY HAVE MOVED HOUSE AND HAD BABY SINCE THEN AND BEEN TOO PREOCCUPIED TO SEND BACK. ALSO LOST RECEIPT!

I KNOW REISS IS A GOOD BRAND, I LIKE THE JUMPER AND WOULD BE GRATEFUL IF YOU COULD REPAIR OR REPLACE. THE JUMPER IS IN GOOD CONDITION AS HARDLY WORN.
AM HAPPY TO SEND SOME PHOTOS TO SHOW YOU.

LOOK FORWARD TO HEARING FROM YOU, Dansky


WE ARE SORRY THAT YOU HAVE EXPERIENCED A PROBLEM WITH ONE OF OUR GARMENTS. AS IT WAS PURCHASED FROM JOHN LEWIS YOU WILL NEED TO CONTACT THEM REGARDING THIS.

WE ARE VERY SORRY THAT WE ARE UNABLE TO ASSIST YOU WITH THIS MATTER.
WED 07/09/11 07:55 PM RE: RETURNS

VERY UNIMPRESSED, IT'S GOT YOUR NAME ON THE CLOTHING AND YOU COULDN'T CARE LESS. AS THE INTERNET FORUMS STATE, YOUR CUSTOMER SERVICE IS NON-EXISTENT.
AS I'VE SAID I HAVE NO RECEIPT, SO I IMAGINE JOHN LEWIS WILL PROBABLY COLD SHOULDER ME. NIEVELY I THOUGHT YOU MIGHT BE INTERESTED WHEN YOUR £80 JUMPERS SPONTANEOUSLY UNRAVEL.
MAYBE THAT'S STANDARD FOR REISS JUMPERS?
DAN

Will wait to see what they say....

bod1467

Reiss are correct - your contract (hence resolution path) is with the retailer. If you paid by credit or debit card then a statement showing the payment is enough proof - you don't need the receipt.

Techhead_2

Reiss are correct that your contract is with the retailer. As its a year since purchase you'll have to prove its inherently faulty.

By the way, youhavent described their response accurately. I hope this is because you didn't fully understand it and not because you have exaggerated.