Quick questions on Consumer Rights

Fosterdog

If you cut the wash labels out are you certain you washed it according to the care instructions?

pumpkin89

I bought a blouse on line from m and s. Wore once and washed. It now has lots of broken threads on the stripped bits of material. I took it to store, with receipt and photo of on line order ( has all photos of the things you ordered.). They refused refund as I had cut wash labels out. I always do this as you can see the through light coloured thin cloth and I had no intention of taking it back until it became faulty. I looked at reviews and I!!!8217;m not the only one it happened to. What can I do. I am livid I paid money for something that is no longer wearable after one wear and wash.

They would have to accept the return and refund you, provided you followed the washing instructions, and I suspect this is where the issue with the label comes in (they might suspect you have machine-washed a handwash-only item, for example). If you can find the washing instructions elsewhere (online or on another example of the same garment in the store) you should be able to argue the point.

Eliboo0

No it was nothing to do with the washing, they said they couldn’t return it to their supplier if they didn’t have labels on. I washed it very carefully as it was in with a silk dress, special detergent also.

unholyangel

Eliboo0 wrote: »

I bought a blouse on line from m and s. Wore once and washed. It now has lots of broken threads on the stripped bits of material. I took it to store, with receipt and photo of on line order ( has all photos of the things you ordered.). They refused refund as I had cut wash labels out. I always do this as you can see the through light coloured thin cloth and I had no intention of taking it back until it became faulty. I looked at reviews and I’m not the only one it happened to. What can I do. I am livid I paid money for something that is no longer wearable after one wear and wash.

What do you mean broken thread on the stripped bits of material? Did you mean the striped parts? Are the threads definitely broken? Because if so, that points to physical damage rather than a inherent fault.

If sewing isn't done correctly then it will unravel. If thread breaks its because its had physical force applied to it.

niki_s_uk

Hi

I bought some bra!!!8217;s from Sainsburys Tu in an online order.

They don!!!8217;t sell my size in their stores, so I was unable to try them on.

I bought them and did click & collect and travelled to their store to collect them when they had been delivered. Their store is around 7 miles from me.

They will be going back the same way, via their store so there aren!!!8217;t any postage/delivery charges applied.

However, lurking in their t&c!!!8217;s they say that they!!!8217;ll deduct a £3.50 delivery charge from my refund before sending it to me.

I can!!!8217;t see how this is fair as I ordered online I couldn!!!8217;t try them on - and I!!!8217;m the only one out of pocket for collecting the order and taking it back to store.

Is this right or ?

Them charging the £3.50 will stop customers ordering again, so they!!!8217;re shooting themselves in the foot!

Here!!!8217;s their t&c!!!8217;s.

https://tuclothing.sainsburys.co.uk/help/returns-policy

Thank you

Valli

I *think* the £3.50 deduction is taken when the items are returned by Royal Mail; however it's not clear as they have included this T&C in the 'returning to store' section.

robatwork

niki_s_uk wrote: »

Hi

I bought some bra!!!8217;s from Sainsburys Tu in an online order.

They don!!!8217;t sell my size in their stores, so I was unable to try them on.

I bought them and did click & collect and travelled to their store to collect them when they had been delivered. Their store is around 7 miles from me.

They will be going back the same way, via their store so there aren!!!8217;t any postage/delivery charges applied.

However, lurking in their t&c!!!8217;s they say that they!!!8217;ll deduct a £3.50 delivery charge from my refund before sending it to me.

I can!!!8217;t see how this is fair as I ordered online I couldn!!!8217;t try them on - and I!!!8217;m the only one out of pocket for collecting the order and taking it back to store.

Is this right or ?

Them charging the £3.50 will stop customers ordering again, so they!!!8217;re shooting themselves in the foot!

Here!!!8217;s their t&c!!!8217;s.

https://tuclothing.sainsburys.co.uk/help/returns-policy

Thank you

You haven't said exactly why you're returning them and under what policy. It's different if they are damaged to if you've changed your mind or don't like them so much.

Let's assume you're returning them under their Goodwill policy referred to online. Their policy contradicts itself, or at best could do with some clarification:

• Tu products purchased online can be returned free of charge to selected Sainsbury’s stores.
• Unless the item is faulty a returns delivery charge of £3.50 will be deducted from your refund.

I think they are entitled to charge you a fair "re-stocking" fee as part of their Goodwill policy, or even justify the £3.50 as shipping from the store to their warehouse. However I would appeal to them on condition 1 above - they may well issue you a voucher to cover £3.50 of shopping. I wouldn't make a fuss in store, just do that with customer services online later.

niki_s_uk

robatwork wrote: »

You haven't said exactly why you're returning them and under what policy. It's different if they are damaged to if you've changed your mind or don't like them so much.

Let's assume you're returning them under their Goodwill policy referred to online. Their policy contradicts itself, or at best could do with some clarification:

!!!8226; Tu products purchased online can be returned free of charge to selected Sainsbury!!!8217;s stores.
!!!8226; Unless the item is faulty a returns delivery charge of £3.50 will be deducted from your refund.

I think they are entitled to charge you a fair "re-stocking" fee as part of their Goodwill policy, or even justify the £3.50 as shipping from the store to their warehouse. However I would appeal to them on condition 1 above - they may well issue you a voucher to cover £3.50 of shopping. I wouldn't make a fuss in store, just do that with customer services online later.

Sorry I thought I had added that, it was that they were too small - I ordered my size but theirs turned out to be smaller than previous ones (it depends whose making them really).

I haven!!!8217;t come across any other Company doing this and deducting money before a refund, particularly as I couldn!!!8217;t physically try them on, being as they don!!!8217;t stock them in store.

Click and collect is normally free.

I wouldn!!!8217;t go to Customer Services I store as I know they wouldn!!!8217;t be able to help me.

I do think they!!!8217;re making a big mistake by doing this as it will put customers off buying from them.

niki_s_uk

Valli wrote: »

I *think* the £3.50 deduction is taken when the items are returned by Royal Mail; however it's not clear as they have included this T&C in the 'returning to store' section.

I thought that but it is charged whether you send by mail or not - which I can understand the charge if you!!!8217;re using the Post Office but Click & Collect is usually free to receive and return as there isn!!!8217;t a 3rd party brought in.

niki_s_uk

robatwork wrote: »

You haven't said exactly why you're returning them and under what policy. It's different if they are damaged to if you've changed your mind or don't like them so much.

Let's assume you're returning them under their Goodwill policy referred to online. Their policy contradicts itself, or at best could do with some clarification:

• Tu products purchased online can be returned free of charge to selected Sainsbury’s stores.
• Unless the item is faulty a returns delivery charge of £3.50 will be deducted from your refund.

I think they are entitled to charge you a fair "re-stocking" fee as part of their Goodwill policy, or even justify the £3.50 as shipping from the store to their warehouse. However I would appeal to them on condition 1 above - they may well issue you a voucher to cover £3.50 of shopping. I wouldn't make a fuss in store, just do that with customer services online later.

There are a few contradictions:

At the very top of the page on the banner it states: Free Returns to participating stores.

Under the header of Returning To Store it says: Tu products purchased online can be returned free of charge to selected Sainsbury’s stores.