M&S Coat Drama

mkdr27

Hi all

1st time poster long time lurker.


I've run into a situation with an M&S Blue Harbour Coat. I've owned it for 2 months, and recently I've noticed the stitching coming away from one of the side pockets. I genuinely believe this to be a fault with the coat and not as a result of any misuse.

I popped it into store (Sheffield) today and asked the returns desk for advice. They said it could be repaired therefore would not be exchanged.

I said I was happy (ish) with this as I only want my jacket to be in working order. They then said it would take a week to fix. I said this would be rather inconvenient as its bloody freezing outside and this is my only coat!

I was then offered a temporary coat to use until my jacket was ready for collection. I went out onto the shop floor and was offered a cheap barber style jacket, paper thin with no interior pockets.

I said wouldn't it be possible to have a like-for-like loan? I pointed out my jacket on the rack and asked if they had it in a suitable size. The assistant said they only had XL in stock (I had checked before approaching the desk and they did have medium in stock so this would seem to be a bare faced lie).

So I'm in the rather strange position of having a brand new jacket that I don't want and that M&S can't now re-sell as new.

I really did expect to be offered an exchange as this was a faulty item.

So I am expecting too much? Should I accept this repaired item or push for an exchange? The last thing I want is to be bringing the coat back again because of the same issue.

I have the original receipt but this was never requested.

All constructive comments appreciated.

InsideInsurance

Having the coat for 2 months you will have been deemed to have "accepted" the coat and therefore it is down to the merchant to decide if they will deal with the subsequent fault as a repair, replace or refund and whilst you can express a preference they are under no obligation to go with it.

A week to get the stitching repaired doesnt sound THAT bad, and almost certainly would pass a "reasonable" test. They are under no obligation to provide a loan whilst doing the inspection or repair and so to be honest you've not really done bad.

An alternative would have been to suggest getting a local company fix it quicker and they reimburse you rather than getting a loan but they're under no obligation to allow this route

mkdr27

I would usually agree, but my concern is that the coat is actually faulty, rather than just broken due to use. none of the other pockets are displaying the same signs of ware and I use them pretty equally.

wealdroam

mkdr27 wrote: »

I would usually agree, but my concern is that the coat is actually faulty, rather than just broken due to use. none of the other pockets are displaying the same signs of ware and I use them pretty equally.

And if it were "just broken due to use", you would not be entitled to a remedy from the retailer.

So a good job the coat is actually faulty, eh?

As InsideInsurance said... M&S seem to be acting reasonably.

mkdr27

wealdroam wrote: »

And if it were "just broken due to use", you would not be entitled to a remedy from the retailer.

So a good job the coat is actually faulty, eh?

As InsideInsurance said... M&S seem to be acting reasonably.

I'm not in the habit of being dishonest or returning things without cause. I payed £100 for a coat and less than 8 weeks later it needs repairing. I use the coat pockets to store things like keys and a wallet, so nothing that would deliberately break the item.

I appreciate your comment but I would of hoped for a less sarky response from a regular poster such as yourself.

dalesrider

I've noticed the stitching coming away from one of the side pockets. I genuinely believe this to be a fault with the coat and not as a result of any misuse.

I use the coat pockets to store things like keys and a wallet

Mmm. keys have sharp edges and can easily cut stitching.

mkdr27

storing keys in a coat pocket constitutes misuse now? or are you playing devils advocate?

dalesrider

mkdr27 wrote: »

or are you playing devils advocate?

Yep.

But could explain how the stitching has failed.

mkdr27

dalesrider wrote: »

Yep.

But could explain how the stitching has failed.

possible I suppose but its a fairly heavy duty coat and I wouldn't expect a failure like this after such a short time.

Thanks for your input though.

wealdroam

mkdr27 wrote: »

I'm not in the habit of being dishonest or returning things without cause. I payed £100 for a coat and less than 8 weeks later it needs repairing. I use the coat pockets to store things like keys and a wallet, so nothing that would deliberately break the item.

I appreciate your comment but I would of hoped for a less sarky response from a regular poster such as yourself.

Please be good enough to point out the "sarky" bits.

It is a fact that if the coat has become damaged due to fair wear and tear then you have no claim under SoGA.

miduck

You are expecting too much. The retailer has offered a repair, which is an acceptable remedy, and the time for the repair is reasonable. They do not have to offer you a temporary coat, so any offer they make in this respect is well beyond their statutory obligations.