Faulty Berghaus Jacket, from Blacks store

lucylucky

barbiedoll wrote: »

I'm a nice person in real life...honest! :rotfl:

But it does make me cross when I've paid a lot of money for something which is clearly faulty and yet the retailer wriggles out of honouring my rights by bleating on about sending it back and getting it checked out, as though I'm lying! I had real issues in the O2 shop a few years ago, when the camera on my new phone didn't work. The sales assistant agreed that it didn't work, the tech guy in the store agreed that it didn't work (1 day after purchase, I hadn't even made/received any calls on it!) and yet they still wouldn't exchange or refund it. I had to have a bit of a tantrum in the shop to get my money back, my husband and kid walked away and pretended that they didn't know me! :rotfl:
When I protested that I couldn't be without a phone, they offered to lend me one of their phones until mine came back...for a £50 deposit!
I don't think so!!!

I agree with what you are saying in principle - but this bit "which is clearly faulty" has yet to be proven.

There may come a time for the need to go in all guns blazing.

Maybe not, but the OP should keep their powder dry for now.

GibsonSt19

Ok, well I went into the store today, and was handed the jacket back, with a note from Bergaus, advising that they'd rigorously tested the jacket, and could find no fault with it. I was sent on my way, with the jacket and was advised to try it out for a couple of weeks and let them know if it happened again. When I asked what would happen, they said they didn't know, because Berghaus had confirmed there was nothing wrong with the jacket, and that Blacks therefore had no responsibility to replace or refund.

I left the store, called Blacks head office from my car (somewhat bewildered), to be told there wasn't much they could do. They suggested I test the coat out for a couple of weeks, and call them back if it happened again. They did, however, also state they weren't sure what they could do.

So, I'm left with a coat that I know isn't up to scratch, £220 down, and what looks like no way of having the matter addressed.

I understand why Berghaus' inspection would sit so comfortably with Blacks, but they're hardly independent, and mustn't have tested the jacket quite as rigorously as they suggest?! Surely?

Bit lost now, fair folk. Do I have an hope getting a refund or replacement?

squeaky

While doing their product testing for them, could you make sure that you always have a camera with you so that someone could take a photo of the problem should it occur?

It might be a silly question, I don't know these jackets, but if you wore it as much as possible around home/garden/shopping/local-park etc. can you wriggle out of one (with help?) when zipped up so that you can march into the shop later with the problem self evident? If you're not in an easy step to the shop while wearing it.

aheaton46

GibsonSt19 wrote: »

I understand why Berghaus' inspection would sit so comfortably with Blacks, but they're hardly independent, and mustn't have tested the jacket quite as rigorously as they suggest?! Surely?

Bit lost now, fair folk. Do I have an hope getting a refund or replacement?

Personally I would write to Blacks stating
1) What the problem is
2) That if there is indeed no fault with the jacket, then it is clearly not of satisfactory quality as the problem keeps happening.
3) That you require a full refund of the purchase cost. You are willing to accept this in Blacks credit/gift card to purchase an alternative product
4) If this does not happen you will progress to the small claims court.

As suggested above, a photo or bit of camcorder footage showing the problem could help a lot too.