How to enforce return to a store?

QQQ

I have bought a coat in a well known retail chain but two months later it appeared that it has been made on very cheap material, hole appeared in the pocket etc. I tried to bring it back into one store, they started to talk nonsense that the quality is very good, it is just fair wear and tear, another store suggested to repair a hole but not to have a coat back. I tried to talk to a manager but heard the same nonsense. They were even happy to confirm it in writing.
In my home country stores are very reluctant to take anything faulty back as well but there is a simple trick: you just need to mention that you are going to report them to the consumer rights authority. Just one phrase makes great difference. But it seems this does not work here in the UK.
Could anyone let me know are there any similar "secret" methods in the UK? How can I enforce bringing a low quality item back to the store?

P.S. I am aware about small claims court but it is unpractical to send a letter before action and go to court just to recover a 30 or 50 quid.

Owain_Moneysaver

Contact Trading Standards at your local council or Consumer Direct

QQQ

I do not want to contact any authorities, the time spent on talking ot them would cost me more that the faulty item. I just need to find out a quick way, there should be right words which will brake the resistance.

DCFC79

How much was the coat

monty-doggy

unfortunatly the short version is there is no quick way. I am a retail manager and have worked for a lot of very big companies and they are all pretty much the same. If you go in and get irate and threaten anything even trading standards or consumer rights they will dig their heels in further. The best thing you can do is be very polite and write a letter to their head office explaining you are a loyal customer and although you understand they cannot give you a refund you would like an exchange or replacement coat because you feel that the quality of the one you have purchased is not up to the usual high standards you have come to appreciate of their comapny.
If this does not work then you will have to move on and next time double check the quality before you make a purchase. Good Luck.

QQQ

monty-doggy wrote: »

The best thing you can do is be very polite and write a letter to their head office explaining you are a loyal customer and although you understand they cannot give you a refund you would like an exchange or replacement coat because you feel that the quality of the one you have purchased is not up to the usual high standards you have come to appreciate of their comapny.

That's not gonna work in recession. And besides if they will offer me an exchange this means the problem will come back again. Once Primark - always a Primark.

Dave101t

i bought a coat and in a week the stitching came off a pocket. i took it back and they told me to get it repaired and they would pay the cost. they did.
some shops are arsey, but if your reasonable they should front the cost of repair. if its outside the 30 day return period they are doing nothing wrong.
it is fit for purpose, it simply developed a hole, accept their offer.
ps asda now do a 100 day returns on clothes, now thats a good offer!

Dave101t

ps, you could mention 'secret shopper', do a search....

Enterprise_1701C

Except that a mystery shopper would never actually mention that!

Name the store - there may be a way of contacting people higher up in the company hierarchy.

jenniewb

Well if an item is faulty, you are within your rights to demand a refund. The store can then decide if they want to repair or replace the item. It can be unfit for purpose for many months not just one and it depends on what you paid, eg a pair of shoes costing £5 wouldn't be expected to outlast a pair of shoes costing £500 and if there are any grey areas, a court can decide whats what. 12-18 months was the average amount given to clothes in a past store I worked in and if clothes became faulty within that period they would be refunded. Provided it could be proven the item was at fault and not someone being heavy handed or not following washing instructions.

Should they refuse to refund or replace I'd say they were breaking the law. Though I'd try Consumer Rights and Trading Standards first, I'd at least take the time to threaten the Police and to take them to court. I'd also ask the manager why they felt they were so special they were above the law.

System

But they have suggested repair. OP appears to be insisting that they get a refund.