Delsey Axial trolley suitcase from House of Fraser

p1an0player

Hello

I bought the above item in July 05, for £36 reduced from £90.

The extendable "pole" and handle that are used to pull the suitcase around, have broken - the pole is no longer attached inside. It's only had moderate use.

From looking at the label on a similar item in a shop recently, I believe the item I bought would have had a 2 year guarantee against manufacturing defects but not against wear and tear.

Is it reasonable for me to return this to House of Fraser and what can I expect from them? I've got the receipt but no "guarantee" documentation.

Thank you

hollydays

Did you notice the damage after the case had been on a plane?

p1an0player

hollydays wrote:

Did you notice the damage after the case had been on a plane?

No it broke after I had been on Eurostar (ie no baggage handlers involved). It appears to be damage inside the extending pole mechanism..

hollydays

Why not ring up the manufacturers also ask them what the additional guarentee would be. Seems reasonable to take it back but ask to speak to a Manager.

p1an0player

hollydays wrote:

Why not ring up the manufacturers also ask them what the additional guarentee would be. Seems reasonable to take it back but ask to speak to a Manager.

Thanks. Am struggling to find a phone number for Delsey on their website or the exact wording of their guarantees, other than that their guarantees are valid worldwide, regardless of where the item was bought.

Will try going back to House of Fraser, hopefully they'll replace it straightaway with an equivalent model! (If I'd bought a cheaper unbranded one I wouldn't bother but after only 15 months I wouldn't expect this to break).

hollydays

If the retailer was a shop-in -shop (i know they have a luggage concession in H o f) you could speak to their customer services.

Heinz

'Not fit for purpose' - it's the retailer's responsibility (go in on busy Saturday and gradually raise your voice demanding a refund).

hollydays

Heinz wrote:

'Not fit for purpose' - it's the retailer's responsibility (go in on busy Saturday and gradually raise your voice demanding a refund).

Why do that before you have asked nicely.If you go looking for trouble-you will surely find it.Not fit for purpose is not applicable here.

p1an0player

Thanks for your thoughts on this.

Went into House of Fraser, calmly explained the problem, they were surprised it had happened, they said I could use the £36 towards getting a new suitcase (ie I would have to pay the extra). I said I'd be grateful for a refund, which they agreed to instead.

So, am pleased that I originally bought it from HOF, other retailers probably wouldn't have been so co-operative.

Interestingly when I mentioned that the RRP of the item had been £90 (ie it should be high quality), the salesperson (or refundsperson) admitted that that brand was bought in by HOF to be sold at a discount. And they did have some similar Delsey suitcases in at "half price". In other words the RRP doesn't mean very much other than making people think they're getting a bargain.

The same seems to apply at Debenhams, Woolworths, TJ Hughes; most of their luggage seems to be sold at "half RRP". Only John Lewis don't seem to do this.