Faulty Bag? company refusing to help

nice_cup_of_tea

Hello All

I hope someone can help me as I think I am in a bit of a grey area with this one. I purchase a leather baby changing bag from a company in their sample sale back in January 2011. It was all fully functioning and was working fine.

In the past few weeks it has had a dodgy zip - no fabric is caught in it and the zip sometimes won't budge even with an empty bag. So I wrote to them and this was there response.

We are sorry to hear that you have a problem with your XXXXXXXXX after your purchase in January. It sounds very odd what has happened to your bag, especially as it was in perfect working order and condition when we sent it out to you. And as you know, all bags sold through our sample sale are non-refundable, since they are not in a mint condition and therefore re-saleable. We have never had this issue arise before, so we are slightly confused as to how it has come about and whether the bag is at fault here or if there has been an unintentional accident that has occurred and pulled the teeth, so that they do not run smoothly anymore?

We are genuinely sorry that this has happened, but based on the fact that the bag worked perfectly when dispatched and was sold at a greatly discounted price in the sample sale, we do not feel that we can be held accountable for this problem. Perhaps the best solution would be to get the zip replaced by a good repairer - this would not be a costly or long job to do.

We hope you can appreciate our reasoning.

It has been six months since I purchased this bag and it wasn't that heavily disounted!! I wonder where I stand on this one. If I had it bought it direct from a shop I feel I would have more come back.

Any advice greatfully received.

hcb42

how much is the repair?

nice_cup_of_tea

I imagine it would be circa £20 to get it repaired but they are basically telling me to get it sorted myself.

PZH

What did you ask for in your initial letter?

If less than 6 months, then the retailer would be responsible to prove that the fault was not inherent and has been caused by neglect or misuse.

After 6 months the onus will be on you to prove that the fault is inherent and not caused by misuse or damage.

However, it will probably cost you a lot more to get a report to prove that the fault is inherent (if possible at all?)

Are there any teeth missing from the zip? Is it catching on the fabric underneath (i.e. out of site?) have you tried rubbing a candle on it to wax it? (pencils sometimes work as well)

nice_cup_of_tea

phoodless wrote: »

What did you ask for in your initial letter?

If less than 6 months, then the retailer would be responsible to prove that the fault was not inherent and has been caused by neglect or misuse.

After 6 months the onus will be on you to prove that the fault is inherent and not caused by misuse or damage.

However, it will probably cost you a lot more to get a report to prove that the fault is inherent (if possible at all?)

Are there any teeth missing from the zip? Is it catching on the fabric underneath (i.e. out of site?) have you tried rubbing a candle on it to wax it? (pencils sometimes work as well)

Just checked my records and I actually got the bag on 9 Feb, not January.

No teeth are missing but they clearly aren't aligning correctly if that makes sense.

I think this is going to be put down to experience and will avoid that company in future. Especially as they say they have never had this problem before - yet looking at there facebook page clearly another person has had the same problem!!

I asked them to contact me regarding them fixing the bag

Thanks for your help though.:T