Refused refund on faulty dress, where do I stand?

Cupcakey

Hello guys, I am looking for a spot of advice if someone could be so kind.

Long story short, I brought a dress on Saturday from River Island. It is quite obviously faulty, but the fault is only obvious (and very obvious it is) when I am wearing it, so the dress has been worn and the tags have been removed. I took it off and put it back in the bag as soon as I could, and went in to the store to return the dress on Tuesday with my receipt, but the manager wouldn't even look at it because it wasn't brand new and had been worn. She wouldn't even look at the dress, she just said to speak to customer services.

Customer services asked me to package up the dress and send it to them for inspection. This costs me money! As did parking and petrol on Tuesday. Not happy with this, I sent them pictures of the fault by email and asked to be able to return the dress in store for a full refund, but my emails go unanswered. I've spoken to them on the phone and been told "there's nothing else we can do", and I've sent the same email more than once and with 'read receipts' and nothing.

I'm stuck with a faulty dress and I'm being completely ignored. Where do I stand? Can I go back into the store tomorrow and ask again (more forcefully) for my money back? I'm a full time student with little money, I can't afford to throw it away like this!

Ms_Chocaholic

Try a different store (and be ever so nice when you go in)

daytona0

Cupcakey wrote: »

Customer services asked me to package up the dress and send it to them for inspection. This costs me money! As did parking and petrol on Tuesday.

The only way (I suspect) you will have the manager's decision overruled is i you send it to customer services or go into another store. Where the item is aulty then you can claim back postage costs, but were it to turn out not to be aulty then you can appreciate why you wouldn't be entitled to have the postage costs back nor possibly a reund - Maybe the manager declined it under SOGA 4 a reason.... not too sure. Either way, CS need the item to be in a position to overrule the manager

Fosterdog

Did you but it in store or online?
What exactly is the fault with it?

Cupcakey

The manager didn't even look at it. It was like a reflex response. "I can't do anything. Here's my name... speak to customer services".

I bought it in store. Hence I'm trying to return it in store.

The dress is fairly low cut. It's a cream dress, with black lining under the bust. There is too much lining on one side, and it tends to billow up over the dress and is constantly exposed. I can tuck it in, but it always pops back out of it. It is awful. I even tried it on initially, but it's not until you move in the dress that the lining just hangs out. It's just on one side, on the other side there's less lining so it's fine. It just looks awful. I can't wear it.

Thanks guys.