ASOS complaint ...

xjennax

:mad:

I bought a black dress for a funeral and on the label it says

"Cool hand wash
Iron on reverse side
Do not rub isolated stains
Colour may transfer onto other garments and upholstery"

Before wearing it I did as it said - cool hand wash on it's own

As it is November I wrung it out and put it on a radiator.

I came to it the next day to put it on for the funeral and it had left black marks all over the radiator.

Now I don't know about you guys but I would not class a radiator as upholstery! And I would not buy a dress (It is a thick, long sleeved dress) if I knew I could only wear it in Summer when it could be put on a washing line to dry.

I live in a rented house so I can't paint the radiator and I've tried everything I can think of to shift the marks.

So two questions really - Do you think ASOS are liable for this? And also anyone got any suggestions of how to shift the black stains?





FYI the first complaint I have sent to ASOS is below ......

ASOS CURVE Tailored Long Sleeve Frill Front Pencil Dress - Black YABAX1172804

I purchased this product on 16/10/2010 and wore it for the first time to my Grandad's funeral this past Thursday.

Before wearing it I washed it by hand on it's own as instructed on the label. And also did not let it come into contact with any "upholstery" as the label also advises. However after hand washing it I obviously had to dry it (and it is november). I wringed it out as best I could and put it on a radiator.

I came to it the following day to get ready for the funeral and it had left black marks on the radiator (I have photographic evidence of this I can send if necessary).

Now I do not class a radiator as upholstery and I do not expect to purchase an item like this and only wear it during the summer when it can be dried on a washing line. The label did not say it would not be safe to put on a radiator so I am very disappointed by this.

Even more so, I have tried to get the stains off the radiator but it is not budging. I live in a rented house and will be charged for a new radiator when I move out because of this.

Understandably I am very upset about this matter

A speedy reply would be appreciated.

zenseeker

Doesn't take much of a leap of thought to realise that the colour could transfer onto any surface.

A bit of bleach based cleaner and some elbow grease should remove it easily enough, or try spraying on some hair spray and wiping it whilst it's still wet.

absolutelyemma

Sorry to hear about your grandad. I definitely think they should give you a refund.

xjennax

zenseeker wrote: »

Doesn't take much of a leap of thought to realise that the colour could transfer onto any surface.

A bit of bleach based cleaner and some elbow grease should remove it easily enough, or try spraying on some hair spray and wiping it whilst it's still wet.

I don't think its unreasonable to think that a winter dress would be suitable for drying on a radiator .....

jenniewb

What you have is otherwise known as a "dye run" problem. The fact you washed it on a cold wash was the reason for this. Was the radiator on at all? bear in mind a cool wash is either cold or below 30 degrees and skin temperature is around 37 degrees, was the radiator warmer then your body temperature? this could have been what caused the dye to run. If the radiator was off then its a problem they would need to look in to and even withdraw or sell with a warning label (like with jeans/denim).

I guess its up to ASOS and if it was a fault on the item (they can run tests with garment/fabric technologists) they should refund you and I think legally so too and also the cost of removing the marks on the radiator. But if it is an error on your part it may depend on many things and be as a gesture of goodwill rather then an automatic refund.

All you can do is wait I guess but they do have a pretty speedy reply service to their emails when they are at work.

xjennax

Got my first reply from ASOS this morning asking me to send the photographs so just replying now

Blackpool_Saver

don't dry clothes on radiators, hang them on hangers in an airing cupboard. That said this is nonsense as clothes should not run like that ......

xjennax

Blackpool_Saver wrote: »

don't dry clothes on radiators, hang them on hangers in an airing cupboard. That said this is nonsense as clothes should not run like that ......

Unfortunately I don't have an airing cupboard

If i knew how to upload photos to here I would show you all the marks

iheart_freebies

I definitely think you are within your rights to demand a refund. Whether people think you should dry clothes on radiators or not, you expect that in winter you can pop a winter dress on to speed things up.

Let us know how it works out

Blackpool_Saver

xjennax wrote: »

Unfortunately I don't have an airing cupboard

If i knew how to upload photos to here I would show you all the marks

ah ok sorry, well hang on hangers then in your warmest room, good luck with your refund x

xjennax

I have received another reply which is as follows -

Dear Jenna,

Thank you for providing Photos.

Please confirm the action you are planning on taking to repair the radiator, be this painting, repair etc...

We would require a quote for the damages to assist you further.

Kind regards,

Vikki


So this is progress and seems they are willing to compensate me. But we live in a rented property and I don't think the landlord would think painting the radiator was acceptable - so the other options are - buy some expensive cleaning products (haven't got a clue what would work) or replace the radiator - do you think this is too much to ask?

Have told them I will speak to my landlord and get back to them.