My rights if laundry product damages garments

Dolly13

Hello

I used a new eco brand of washing tablets recently. The inside of the tablets were a white powder with some blue flecks.

I washed a range of my bed sheets (duvet covers, flat sheets, pillow cases etc) at 60 degrees in a Bosch washing machine. Following the instructions on the product I put 2 of the tablets inside the drum under the clothes. Washed as normal with an extra rinse at the end (as I always do).

All of the sheets have come out with strange bluey/grey marks all over them. The duvet cover and 2 pillow cases plus flat sheet are all only 1 years old and were of the highest quality and looked as new before being washed. The sheets were washed as they always are, the only difference this time was the laundry product (the new eco washing tablets). The staining is so bad that the sheets look awful when placed on the bed (so are useable but esthetically ruined - which was the reason they were both as they were nice).

I went to the company's website (bought directly from them online) and there was no clear way to contact them, but eventually I found an email address so sent them an email. The CEO and founder (!) himself replied very quickly to my email, and I was really pleased with the way he dealt with the problem that day. After several emails back and forth (he asked me to rinse the sheets again etc) as the problem was still there he asked me to send one of the sheets to him to send to a lab for tests on the stain. They would use a spectographer to see what the stain is from. This was all 2 days before Christmas Eve so I couldn't post this to them until the first week of January. In his emails the CEO had stated that he is very concerned about consumer satisfaction and that he would send me the report once received too.

With the parcel I sent a letter directly to the CEO as he had requested, quoting on there which of their products I had used, which of my garments were damaged with the manufacturer's details and age of each garment.

Also, they asked for the receipt from the postage so they could refund this to me. I had to scan and email this to them at a later date as the receipt was given to me once the parcel was sent.

After this point on I have never heard from the CEO again, despite me emailing him directly and writing to him directly. After some chasing I finally received a written response last Friday. The letter says that the tests show that their product isn't at fault, however as I'm not happy they will "as a gesture of goodwill" offer me some compensation for the damaged clothes. They also included a refund for the postage and the laundry product. However, they were in error. The postage refunded is less than what I paid (even though a copy of the receipt was sent to them) as is the amount they have sent me for their product. Also, they have offered me an equivalent of 30% of the value to replace the damaged garments. To buy new it is going to put me out of pocket, as I would not have needed to replace these items for at least another 2 years (if that). In addition the report and the sheet I sent them were not sent to me with this letter.

I emailed the CEO again on Friday, and have still not heard back from anyone at this company. I basically asked for the right amount back for postage and their product, and also suggested that as the sheets were only 1 year old they would have devalued 20% of the cost I paid as they looked good as new, so I wanted 80% of the original cost back. Also, I asked for a copy of the report as he had said he'd send that to me and also asked what happened to the sheet I sent them. I'm still waiting to hear anything back.

What I'd like to know is what are my rights here? I only have their word for it at the moment that the lab results show that their product did not damage my sheets - and without the results it's their word against mine. Also, is it reasonable for them to only offer me 30% of the value of the damaged sheets? Not to mention not offering me the money I was entitled to (postage, refund for product).

Am I being unreasonable?

Thank you.

Chimpofdoom

What's the website you bought the product from?!

fluffnutter

So what does the spectographer say then? And how independent is this 'lab'?

Dolly13

The CEO's email back in December said:

"This sheet will be sent to an independent Lab Satra which is the same lab as Persil or Ariel would use They will use a spectrograph and identify the blue stain this normally takes about 4 weeks.

I simply need your full postal address where you will receive a refund for the product and postage please enclose your receipt for postage .Please send the items to the address below for my attention"

and in a previous email said:

"I will be happy to cover your postage and when we have sent the sheets to the lab I will be happy to send you the report
I am curious to get to the bottom of your complaint and will see to it you are not out of pocket."

The report has never been sent to me, which is what I requested in my last email last Friday - still waiting.

The website is the main company's website, so bought directly from them.

Dolly13

I don't want to mention the company name just yet as this complaint is in progress. However, if things are settled, or don't move I'll let you know who they are!

Chimpofdoom

Well the reason I'm asking for the web address is to go find out about what sort of product it is, what the T&C's on their website are, where they are based. All these things will determine your rights.

One thing I do find a bit weird is the CEO is e-mailing you, so that makes it sound that it's quite a small company.

If you dont feel comfortable putting the web address on here, message me with the URL.

Dolly13

Thanks, I'll DM you the link now.

I know that they've updated their T&Cs and contact info since my first complaint to them, as I checked.

They have a no quibbles return policy as well if a customer is not happy with using the product.

One other thing I failed to mention was in the letter I received they have more or less admitted that their product does not work well in Bosch washing machines. They said this machine has narrower water inlet which causes the tablet to not dissolve as well so can stick to the garments.

Chimpofdoom

Hmmm, well I managed to end up on that site yesterday, but of course the link comes in handy to make sure it's the right one

Unfortunately I didn't read the T&C's yesterday, so I can't compare them.

I searched for reviews, most seem to be written by their PR company (completely faultless and talking about price and performance). It has to be said, you'll never find someone 100% happy with a product. Or perhaps I'm just sceptical, but the rule of the web is.. if it's too good to be true...

As for Aquados ltd.. well I read one thread on hotukdeals saying they went bust in 2006.. so not sure what's going on there.

Back to the issue at hand... I'm not 100% sure what your rights are on here.. Especially since he made a good will gesture!

Personally I would be gunning for the report and trying to get them to reimburse my ruined laundry.. but that's me.

PZH

Dolly13 wrote: »

The letter says that the tests show that their product isn't at fault, however as I'm not happy they will "as a gesture of goodwill" offer me some compensation for the damaged clothes.

Dolly13 wrote: »

Also, they have offered me an equivalent of 30% of the value to replace the damaged garments.

It depends - IF the report does indeed show that they are not at fault - then the 30% offered as "Goodwill" is very reasonable.

Dolly13 wrote: »

They also included a refund for the postage and the laundry product. However, they were in error. The postage refunded is less than what I paid (even though a copy of the receipt was sent to them) as is the amount they have sent me for their product.

I basically asked for the right amount back for postage and their product....

Quite right since it was agreed by the CEO

Dolly13 wrote: »

...and also suggested that as the sheets were only 1 year old they would have devalued 20% of the cost I paid as they looked good as new, so I wanted 80% of the original cost back.

As stated, that very much depends on what the report says.

Dolly13 wrote: »

Also, I asked for a copy of the report as he had said he'd send that to me and also asked what happened to the sheet I sent them.

Yes, you need to see a copy of this report.

Was anything mention about HOW they would test the sheet - i.e. would the lab be able to test it without having to cut pieces out of it ? Is there a sheet left to actually return ?


Of course, shame on the company and the CEO for not following through on all your correspondance and that they stopped after finding they were not at fault (according to a report that you have not seen) - or returning the sheet so that you could get your own independant lab tests.

fluffnutter

Dolly13 wrote: »

One other thing I failed to mention was in the letter I received they have more or less admitted that their product does not work well in Bosch washing machines. They said this machine has narrower water inlet which causes the tablet to not dissolve as well so can stick to the garments.

I had this problem with my Bosch! I had to get rid of it in the end. I didn't notice that yours was a Bosch and, purely from my own experiences, I'd accept this as a valid reason actually.

narabanekeater

Aquados ltd - is this the name of the manufacturer and Aquados or similar the name of the product. Do they look like powder wrapped in a see through plastic, not at all like normal liquidtabs nowadays?
The reason why i ask is that and I am going back years they did it to my clothes as well. I remember the name of the product so well. You could get them in a blue or green box