Reiss Returns Policy

Red_Juan

Morning,

Long story short (sort of), I bought my wedding suit from Reiss (£500) on the 23rd August. It's the most expensive item I have ever bought by far. The trousers needed altering but I chose to wait for a week or so as I hadn't bought my shoes yet. After doing so, I went into a different Reiss as it was closer to work. I paid £35 to get the trousers altered but at the time was certain the store manager who performed the pinning wasn't listening. Each time I asked a question about how he was pinning them, he sighed or pulled a face. I was stood there sweating in the end.

Even later that day I rang up and asked what would happen if they came back and I was unhappy with them and he said "I followed your instructions, it was a simple pinning process".　 The thing is, I was asking him for advice, not barking out orders. I’m not a tailor but that’s the con isn’t it, that some of these 'customer service experts' pretend to be.

I had to wait a week and then got a call yesterday.　 I went to collect them and they now look like they were made for a 6 year old and on the underneath there’s a piece of material that (and I hate the phrase) makes it look like I have a camel toe.　 I even took them into an independent tailors and they agreed that there was something strange about the look.

Does anybody know my rights here please? I've half gone off the suit now due to this incident. I realise Reiss have a no refund policy but is there any trick I could use? I suppose the best outcome is to hope that they either let me swap it for a different suit or I end up lumbered with a £535 credit note.

Thanks for reading (if you do...).　

daytona0

Red_Juan wrote: »

was certain the store manager who performed the pinning wasn't listening. Each time I asked a question about how he was pinning them, he sighed or pulled a face. I was stood there sweating in the end.

I was asking him for advice, not barking out orders. I’m not a tailor but that’s the con isn’t it, that some of these 'customer service experts' pretend to be.　

To be fair from that explanation it sounds like you weren't actually listening to someone who has skills you likely don't have (pinning) and it sounds like you've probably given him silly instructions and thus got silly results (despite the reluctance clearly shown by the manager)...

Red_Juan

I wanted the trousers to fit so explained that, then I presumed he would take it from there. Not provide me with a pair of suit trousers that look like jodhpurs. One of the legs is longer than the other as well. I suppise that was my fault?

If you have nothing useful to say, perhaps don't say anything.

Pollycat

Red_Juan wrote: »

I had to wait a week and then got a call yesterday.　 I went to collect them and they now look like they were made for a 6 year old and on the underneath there’s a piece of material that (and I hate the phrase) makes it look like I have a camel toe.　 I even took them into an independent tailors and they agreed that there was something strange about the look.

Didn't you look in the mirror & OK the length at the pinning stage?

Was the manager in when you collected the suit?
What did he (or whoever was in charge of the shop) say when you expressed your dissatisfaction with the alteration?

What exactly did the tailor find strange about the look?

I'm be bemused by your term 'camel toe' & am struggling with your description of 'jodhpurs' as they have extra material at the hips.

Do Reiss do in-house alterations or do they sub-contract?

Red_Juan

Yes I did but I've never had a pair of trousers pinned like that before so I was looking to him for guidance. It was plain to see where the problem area was before he started and he insisted what he had done was basic stuff, so either his intentions were not followed by the tailor or he didn't listen as they are now skintight from the knee down yet this big flap of material still exists on the undercarriage and its clear that it's not even symmetrical.

When I collected them, there was an assistant at the till on her own who barely spoke English and used shrugging as a form of communicaton, hence me ringing the original shop.

I believe they sub-contract alterations and I can't help you with camel toe if you are not familiar with the phrase.

I'm not used to taking clothes back and usually avoid shopping in store. I would just like some advice on what to do next please.

agrinnall

It's been a long time since I wandered into a Reiss store but I'm not sure that I would be trusting anyone in one to properly organise alterations even if I had bought the item there. I'd have gone to a place that specialises in alterations who would have done it in half the time for half the price and got it right.

As it is, if the alteration is not of satisfactory quality then I would say you are covered by the Sale of Goods Act, and they will need to either redo the alteration to your satisfaction or put you back in the position you were in before it was done, which could be to undo the alteration or replace the trousers or give you a full refund (I think you could argue for a refund of the suit cost, although obviously you'd have to return the jacket too). Their No Refund policy is irrelevant if you are making a SOGA claim.

Pollycat

Red_Juan wrote: »

Yes I did but I've never had a pair of trousers pinned like that before so I was looking to him for guidance. It was plain to see where the problem area was before he started and he insisted what he had done was basic stuff, so either his intentions were not followed by the tailor or he didn't listen as they are now skintight from the knee down yet this big flap of material still exists on the undercarriage and its clear that it's not even symmetrical.

So you did look in the mirror after he pinned them.....
Do the trousers look - even remotely - like they did when the manager pinned them?

Red_Juan wrote: »

When I collected them, there was an assistant at the till on her own who barely spoke English and used shrugging as a form of communicaton, hence me ringing the original shop.

So absolutely nobody in the shop with any authority at all? Just one assistant? Sounds strange. Did you ask to see the manager?

Did you try the suit on in the shop when you picked it up?

Have you been back to the shop to show them what the suit looks like?

Pollycat wrote: »

What exactly did the tailor find strange about the look?

What did the tailor say about the alterations?

Red_Juan wrote: »

I believe they sub-contract alterations and I can't help you with camel toe if you are not familiar with the phrase.

I do understand the term 'camel toe' - just not in the context of referring to a man which is what I thought you were from your first post.

I thought that you were just having the trousers shortened but on reading through your first post again, I gather that you were having more than that done.

Why on earth buy a £500 suit that needs so much work doing on the trousers?

Red_Juan wrote: »

I'm not used to taking clothes back and usually avoid shopping in store. I would just like some advice on what to do next please.

I agree with agrinall.

If the alterations are as you say, they have clearly done a poor job and you need to go back into the shop and show them.