Strange response from New Look customer services!

optiplex_2

I bought a navy blue blazer from New Look in March, and it has transferred colour onto my brand new (white) watch. After wearing it for about 4 hours, the strap of my watch has blue edges.
I wrote to New Look explaining that despite trying I can't get the stains off, and I sent them photos of the watch to show the extent of the damage.
There were no colour transfer warnings on the blazer when I bought it which I pointed out to them.
New Look have written back to me asking me to send the watch and the blazer to them. I don't know what to do as firstly, why should I pay for Recorded Delivery, and secondly, my watch was an expensive present and it's already been ruined by their product! I'm worried what they'll do to it! (Probably rub the jacket all over the watch strap to see what happens!)
Any advice on what I should say to them?
Thank you.

GEEGEE8

Ask them what they plan to do with it?
Also, Recorded Delivery only covers you up to £30, so it might be best Special Delivery..
I guess they will test it somehow, not sure really, bit odd.

optiplex_2

Thanks for the point about Recorded/Special Delivery.
I'll ask them what their plans are!

Weirdlittleman

Its fairly common when you buy new clothes to avoid white items with them as there is some transference possible.

For example on occasions cheap jeans etc rub onto trainers.
I dont think this would be classed as inherently faulty or not as described and their liability would be minimal.

optiplex_2

New Look have already accepted that the item is faulty on the letter, I appreciate what you are saying about white items though. Maybe I'm just naive but I have worn several dark tops/jumpers with this watch since and nothing else has transferred. Plus, the jacket is dry clean only so it's not like washing it will sort the problem!

Pollycat

If New Look have acccepted that the item is faulty (which you only mentioned in your second post, not the first) why do they want you to send the watch to them?

optiplex_2

good point!

The letter says "upon receipt of these items, we can then conduct a thorough investigation into how this fault has occurred...i would like to reiterate my apologies for any inconvenience caused by this faulty garment"

I am about to fax them asking what they're going to do, and tell them that if I am going to send it I want reimbursed postage and a written guarantee that my watch will come back within 28 days in the same condition (not that it's in great condition now!)

Equaliser123

Weirdlittleman wrote: »

Its fairly common when you buy new clothes to avoid white items with them as there is some transference possible.

For example on occasions cheap jeans etc rub onto trainers.
I dont think this would be classed as inherently faulty or not as described and their liability would be minimal.

Must remember not to wear a new white shirt with a new navy blue suit....

It is not "fairly common" at all. I could understand it if you were talking about washing new dark items with lighter clothing.

Heliflyguy

If they insist on seeing the damage to the watch ask if just the damaged watch strap would be acceptable.
It shouldnt be to difficult to remove the strap and if you are not happy with doing it yourself I am sure a smile to a suitable proffesional watch repairer would get it done for free.

emmell

Are they going to reimburse the cost of the damaged watch? If so they will want the watch.
When I worked in retail if anybody complained that they had damaged something which they deemed the stores fault, then the store would need the item to verify this.
ML.

Weirdlittleman

Equaliser123 wrote: »

Must remember not to wear a new white shirt with a new navy blue suit....

It is not "fairly common" at all. I could understand it if you were talking about washing new dark items with lighter clothing.

Its more to do with the material of the trainers and I am guessing that a watch strap isnt made out of a cotton shirt or such.

When you buy stuff like leather, denim or suede there are sometimes warning stickers about colour transference.

Maybe the OP can confirm what type of material the strap is and also the jacket.