Return been rejected

alisean221

I bought a bright red jacket with white sleeves from Bank fashion the other week and when I washed it the colours ran and I now have a jacket with pink sleeves. I totally followed the washing instructions. However when I returned it to Bank they said it would have to go for inspection and after 2 weeks of waiting I rang customer services and was told that my return was rejected as I had not followed the washing intructions. I asked to speak to some one else but was told I couldnt and so I went to the shop to pick the jacket up and had a word with the manager but all he would say was I needed to speak to customer services. He said it is becuase they dont manufature items so they dont need to return money they inspect and decide if they give you the money back. This jacket was £35.00 and is unwearable now. How can I get this sorted?

Zandoni

Wear the jacket in the shop on a Saturday morning and show all the other shoppers, you may find the manager will change his mind.

sarahg1969

Zandoni wrote: »

Wear the jacket in the shop on a Saturday morning and show all the other shoppers, you may find the manager will change his mind.

Or outside the shop, so they don't get cross and throw you out.

unholyangel

Ask to see a copy of the report they did.

Technically within 6 months of purchase its up to the retailer to prove the fault wasnt inherent. After 6 months its up to the customer to prove it was inherent.

If you havent done so already, put your complaint in writing. State what the problem is, what solution you want and give them say 14 days to respond.

fluffnutter

How can they possibly determine whether you followed the instructions or not? I think the onus is on them to prove you didn't and not on you to prove you did. How independent is their 'inspection'? I suspect it's not in the least independent and will merely conclude 'instructions weren't followed'. Frankly, in terms of washing, I don't see how an inspection can ever determine what temperature a garment was washed at (unless it's melted perhaps!).

Get back on to them, point out that the burden of proof lies with them, not you, ask how an inspection can determine washing temperature and ask who these 'inspectors' work for. Tell them you expect your refund in accordance with the SOGA and that you don't take kindly to being deemed a liar.

unholyangel

fluffnutter wrote: »

How can they possibly determine whether you followed the instructions or not? I think the onus is on them to prove you didn't and not on you to prove you did.

Get back on to them, point out that the burden of proof lies with them, not you, ask how an inspection can determine washing temperature and ask who these 'inspectors' work for. Tell them you expect your refund in accordance with the SOGA and that you don't take kindly to being deemed a liar.

My point exactly. I doubt they've done a "report". Probably just either checked the label or asked the manufacturer.

Even more interesting if they didnt ask the OP what they did when washing the garment too.......if they didnt, how on earth could they know they hadnt followed instructions?

InsideInsurance

unholyangel wrote: »

how on earth could they know they hadnt followed instructions?

A long time ago an employer used to wash garments returned as faulty for running as per manufactures guidelines with something similar to the "colour catcher" sheets you can buy.

If the colour ran in the wash the colour catcher thing would be stained and a refund issued. If the colour didnt run then it would be rejected.

Not saying that the company has done the same but it is how it was done 15 years ago

bris

These multi coulered garments are always well checked for things like this, if there was a problem with one they would all have a problem. Stick it in at the wrong temp and you get problems. As Insideinsurance says the manufacturer does have a way to test it, if they are happy with the results they get back then as far as they are concerened they have proved the garment doesn't have an inherent fault.
I used to refund or exchange on things like this but it was good customer service only, I lost a lot of returns when the supplier wouldn't credit me because of customer error, I put it down to business expence though, but clearly some other retailers don't.

unholyangel

Is it this jacket OP?

http://www.criminaldamage.co.uk/Criminal-Damage-Jacket-Letterman-Red-White.html

It says on their site they recommend dry clean only.

Zandoni

unholyangel wrote: »

Is it this jacket OP?

http://www.criminaldamage.co.uk/Criminal-Damage-Jacket-Letterman-Red-White.html

It says on their site they recommend dry clean only.

The OP said the jacket was £35.00 and they followed the washing instructons, the jacket in the link is a lot more expensive.

Flyboy152

unholyangel wrote: »

Is it this jacket OP?

http://www.criminaldamage.co.uk/Criminal-Damage-Jacket-Letterman-Red-White.html

It says on their site they recommend dry clean only.

That looks a bit too contrived to me. Perhaps they added that after the OP made their complaint.