Liberty breaches my rights!

m3lani3baby

im so upset with the customer services team at Liberty..a supposedly reputable company for service and quality...all they know is how to take money off us!!!!

i bought a See by Chloe bag online at Liberty...used it sporatically for about four months and then i noticed that the handle starts to rip around the edges and the words at the front of the bag started to "discolour" as they so politely put it...in other words RUST...yes RUST after a few months....

obviously the first thing i did was return it and demanded a refund as there was no way i was going to spend hundreds of pounds on a bag that rips and rusts...they refused and stated that because i had it for more than a month...the only option i had was get it repaired or take it back as it is...that's not an option! what about exchanges? replacements? credit notes? what's the use in repairing it when it's just going to happen again as it's a quality control issue..and the fact that See by Chloe accessories are just CRAP...diffusion line obviously also mean diffused quality!!!!!

they then asked if i wanted the manufacturers' number so that i can contact them directly and solve it with them myself...i was like: hang on a minute..THAT'S YOUR JOB???????

i escalated this to head of customer services...hoping that they will have more sense but all the woman said was: "this is normal wear and tear and the manufacturers expect this to happen" my question then was: "so they expect the bag to fall apart after four months" and all she did was repeat the same sentence to me which got me really fuming as it didnt answer my question at all...i buy designer because i believed that it's better quality than high street...but this is obviously not the case here..i might as well buy primark..surely their bags would last longer!!!

i was not impressed with the "solution" as i just wanted a refund or store credit to spend on things that won't fall apart because i know what would happen...i'll get it fixed and it'll just fall apart again after a couple of months because the quality is so poor...i just dont want to waste my time trying to sort this out the second time round...

all Liberty has done now is sent my bag off to repair but im pretty sure i am intitled to a refund as it's a breach of my statutory rights, like satisfactory quality and it lasting a satisfactory length of time..........right?!

zppp

They haven't breached your rights. Your right, is for them to supply a remedy if it is deemed an inherent fault with the product. If there is, it is up to the company whether they repair the bag, or where cost of doing this is disproportionate, they should give you a replacement or refund, because it is 6 months from purchase. After the 6 months, you would have to prove that there is a manafacturing fault. By them sending it off, and because it is within 6 months, they must prove that it is wear and tear. As yet, none of your rights have been breached from what I can see.

shaven-monkey

Primark bags may or may not last longer but they are made in the same factories out of pretty much the same materials... At least they're cheaper.
Tescos sell wonderful heavy duty woven bags for £3.50
or less.

cyberbob

Reading your post I think it's pretty obvious why they weren't as helpful as they could have been. Maybe your attitude had something to do with it?

Freddie_Snowbits

Plastic bags at Tesco are free. Trinkets are, as I am sure most viewers are aware, pure fashion accessories!

wealdroam

Have you read the MSE Consumer Rights article?

You will see there that the Sale of Goods Act offers you some protection.

It sounds like this product has become faulty in under six months.
If that is so, the law assumes the fault was there at the time of sale.

I'll leave you to read more of that article.

the_insider

I bought a beautiful DKNY bag last summer and as it's real leather it's started to fall apart on the straps. I use the bag every day and within about 3 months I noticed that the leather was splitting. It's been rained on, dropped in beer, is full of ink and makeup and has started to smell a bit musty. Unfortunately expensive bags aren't value for money, unless you're going to keep them in a cupboard.
By sending the bag off for repair they have fulfilled their obligations, and you'll probably find that you get a shiny new one because I don't see how they can repair a rusty buckle. Deep breaths, you'll survive!

dmg24

cyberbob wrote: »

Reading your post I think it's pretty obvious why they weren't as helpful as they could have been. Maybe your attitude had something to do with it?

I agree, I am actually slightly embarrassed for the OP. Cringeworthy.

pulliptears

shaven-monkey wrote: »

Primark bags may or may not last longer but they are made in the same factories out of pretty much the same materials... At least they're cheaper.
Tescos sell wonderful heavy duty woven bags for £3.50
or less.

Freddie_Snowbits wrote: »

Plastic bags at Tesco are free. Trinkets are, as I am sure most viewers are aware, pure fashion accessories!

And? The OP Chose to spend her money on a bag she wanted, and how she chooses to spend her money which she earns is entirely up to her.

bookworm1363

Hello? Is there anyone left on these boards who actually knows anything about consumer rights? I've been away for a while and this is scary, most of the replies I have seen are people judging and not helping, with scant regard for the law!

Yes, your statutory rights have been breached. Yes, you have the right to remedy, which can be repair, replace or refund, at RETAILER's choice, as long as it doesn't cause you significant inconvenience, for example if it was going to take them 3 mths to get if fixed.

The bag is obviously not of satisfactory quality nor fit for purpose, and at less than 6 months, they are deemed inherently faulty, it is up to THEM to prove it isn't, not up to you that it is.

You can go back to Head Office armed with the law (SOGA 79 is your friend here) and insist on a suitable remedy (if you don't want a repair, you'll have to explain why you don't think this is satisfactory, loss of faith in the brand for example) , tbh I doubt they would send it for repair, more than likely they would replace like for like, how many places have handbag repair places these days?

pulliptears

bookworm1363 wrote: »

Hello? Is there anyone left on these boards who actually knows anything about consumer rights? I've been away for a while and this is scary, most of the replies I have seen are people judging and not helping, with scant regard for the law!

Welcome to the new look forum where ridicule and abuse of posters takes precedent over actual consumer advice.
Its been going steadily downhill for months and no sign of any moderators.
:mad: