M&S Coat Drama

InsideInsurance

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 that is exactly why you are entitled to have the fault rectified. If you had broken it rather than it being a fault then the merchant would have no obligation to assist you.

I had a coat from House of Frasers a few years ago and the sleave lining came unstitched within a week or two of use. They stitched it back up over a couple of days (no offer of a replacement) and the new stitching was undetectable and outlasted the rest of the coat.

mkdr27

Thanks all for your responses. It has certainly been educational.

I'll wait to see how the repair comes out. As some have said, M&S don't have an obligation to do more than repair, but unfortunately I have been spoiled by their exemplary customer service in the past and had (probably wrongly) expected a simple exchange of the coat.

In response to a couple of the posters above I didn't ask for a loan coat, one was offered when I raised concerns about how long the repair would take.

I accepted their offer of a loan + repair because it was clearly my only option and I had already been waiting 30 mins for them to decide what to do and frankly I just wanted to get out of there.

The reason why I left a bit peeved is that I feel like my options weren't explained clearly to me, or the fact that it was a very recent purchase taken into account. I also had the receipt which they didn't ask for. I just feel like I could of approached this in a different way and saved the hassle of making two trips!