House Of Fraser Will Not accept return of faulty Clothing

charlottelou

My Partner brought an expensive Armani tracksuit 10 days ago from the menswear department. He wore it only for a few hours when he noticed that the stitching on one of the pockets on the top were un-stitched and there was a very small hole there. He immediately took it off and put it back in the bag with the receipt and asked me to take it back when i had the chance. We don't know when this happened but are sure that he didn't get it caught or anything like that. It may have been like it when we purchased it as we didn't fully inspect it. Who know's!?
so i took it back yesterday to be told that it was not a fault and that we HAD caused the damage!! how they can be so sure to come to that conclusion- i do not know- but the man basically called me a liar and said that Armani is quality clothing and wouldn't just 'become un-stitched for no reason'
I explained that it could have been like this upon purchase and that we only just noticed it. hes answer was 'no madam, our workers fully inspect every piece of clothing that they sell before completing the transaction' WELL THAT IS A LIE! the lady that originally sold us the tracksuit chucked it in a bag and took our money in like 30 seconds! I'm so angry with him ....
1. how could he be so sure it wasn't like it at purchase when he was not there
2. he does not personally make Armani clothing so how could he possibly know if it was a fault or not and be 100% sure that we are to blame?

Has anyone got any experience on this? have i got grounds to take this further? we are now left out of pocket and lumbered with a faulty tracksuit.

what happened to 'the customer is always right'

Sorry for the essay, i just felt i needed to add in as much detail as possible to get the right advice!

I would be grateful for any replies

thanks
charlotte

bris

I suppose it depends how noticeable it is, if it's pretty obvious then they will claim accidental damage.


Playing devils advocate being from the retail side of things you may be surprised to know the amount of people who buy things for a single use only to damage and get a refund is quite significant and the staff will be well aware of this.


Try complaining a bit higher up the ladder, a bit perseverance can pay off.

charlottelou

i understand that people do that from their point of view. But to call a customer a liar with no proof of anything is very alarming. My partner buys all of his clothes from there and not once have we had to take anything back. To be honest its put him off of buying in here in the future as there's no peace of mind if he should ever buy another faulty item from there.

Bantex_2

Armani tracksuit.
Oh dear.

Zandoni

If your not happy with a shop assistant's response to a complaint, you should always speak to the highest ranking member of staff that you can.

bod1467

Bottom line - within 6 months it is for the retailer to prove the fault was user-damage, NOT for the consumer to prove it wasn't. (A shop assistant's opinion is not proof). Sale of Goods Act 1979 refers.

How much was it and how did you (he) pay?

Zandoni

k3lvc wrote: »

Was this bought with your compensation from here

https://forums.moneysavingexpert.com/discussion/5047119

or here

https://forums.moneysavingexpert.com/discussion/5082426

Why are you linking the OP to these two other threads?

k3lvc

Zandoni wrote: »

Why are you linking the OP to these two other threads?

Either far fetched coincidence or there's a whole load of people running round in expensive clothes that are damaged and the first thing they think to do is join/post on MSE

Zandoni

k3lvc wrote: »

Either far fetched coincidence or there's a whole load of people running round in expensive clothes that are damaged and the first thing they think to do is join/post on MSE

I'd say that most people only join this particular forum when they have a problem. I see no evidence at all to link all of these threads.

bod1467

I would tend to agree. B&Q paint guy joined the forum in 2008 for example.

kazwookie

Bantex wrote: »

Armani tracksuit.
Oh dear.

Agreed.

To me IMO this is a money saving site, Armani tracksuit I guess cost what I would consider to be a fortune.

Next time save your money and buy at least 5 lower cost trackkies. :money::money: