Reiss Return Problem

fonria

Hi everyone,

I bought a suit from Reiss in June 2014 in the sale for £255, it's original price was somewhere north of £400. I wore it about 4 times between then and September 2015, when I started work full time, and have been wearing it, on average, 4 times a week since then. I got home the other night and noticed it's started to fray through on the inner thigh of both legs, and pretty soon it will split and be unwearable.

I sent an email to 'client.care@reiss.com' describing the situation, and received a heavily automated reply telling me to send the (entire) suit off to some address in London for inspection. Despite the fact I had stated in my original email this was not possible, as I needed to get this sorted before I return to work next Tuesday.

I replied reiterating why I couldn't send off my suit to London, and suggesting that I the suit to my nearest Reiss store in Manchester, with proof of purchase, so long as the Store Manager was to call me and let me know he or she knew the full details of the situation and I wouldn't have to waste my time travelling in to Manchester with a vague hope she'd help me out. I got a reply back saying that Reiss could send me a DHL slip.

Now at this point it's obvious that the person reading my emails to client.care (lol) isn't actually 'reading' them or even bothering to properly assess the situation. So I emailed the CEO of Reiss with a lengthy description of the situation, my frustrations, and how I thought this could have been dealt with much better. That was last night, and I'm not expecting a reply.

At this stage, what are my rights? Surely for a suit this expensive I should expect more life/use of it than a few months in a new job? When starting my new job in September, I still, quite rightly, considered it 'new'. It had barely been worn. I find the customer service offered by Reiss completely woeful. Do I have any recourse here?

Thanks in advance for any help.

marliepanda

You don't necessarily have the right to have it sorted in less than five working days.

Being without a suit isn't usually considered an inconvenience as most
People will have multiple suits.

tomtontom

Reiss are acting reasonably. Given the length of time you have had the suit it is actually for you to prove it is inherently faulty, but they are offering to examine it without you providing this proof. Even if you take it into store they will still need to send it off for examination.

I think your expectations are far too high, and you may be disappointed with the outcome. But in the meantime you'd be best to get the item sent today and hope they come back to you quite quickly.

wealdroam

fonria wrote: »

Hi everyone,

I bought a suit from Reiss in June 2014 in the sale for £255, it's original price was somewhere north of £400. I wore it about 4 times between then and September 2015, when I started work full time, and have been wearing it, on average, 4 times a week since then. I got home the other night and noticed it's started to fray through on the inner thigh of both legs, and pretty soon it will split and be unwearable.

I sent an email to 'client.care@reiss.com' describing the situation, and received a heavily automated reply telling me to send the (entire) suit off to some address in London for inspection. Despite the fact I had stated in my original email this was not possible, as I needed to get this sorted before I return to work next Tuesday.

I replied reiterating why I couldn't send off my suit to London, and suggesting that I the suit to my nearest Reiss store in Manchester, with proof of purchase, so long as the Store Manager was to call me and let me know he or she knew the full details of the situation and I wouldn't have to waste my time travelling in to Manchester with a vague hope she'd help me out. I got a reply back saying that Reiss could send me a DHL slip.

Now at this point it's obvious that the person reading my emails to client.care (lol) isn't actually 'reading' them or even bothering to properly assess the situation. So I emailed the CEO of Reiss with a lengthy description of the situation, my frustrations, and how I thought this could have been dealt with much better. That was last night, and I'm not expecting a reply.

At this stage, what are my rights? Surely for a suit this expensive I should expect more life/use of it than a few months in a new job? When starting my new job in September, I still, quite rightly, considered it 'new'. It had barely been worn. I find the customer service offered by Reiss completely woeful. Do I have any recourse here?

Thanks in advance for any help.

You have now had the suit over fifteen months.

You either need to agree with the seller's processes or prove that the problem is due to an inherent fault. An inherent fault is one that was present at the time of sale but not necessarily apparent at that time.
In other words, you need to prove that the damage is not due to fair wear and tear or 'user error'.

Once you have proved that, then the seller must provide a remedy. That remedy could be a repair, replacement or a refund. You can express a preference, but you cannot force tha seller to provide a disproportionate remedy. That effectively means that the seller can choose the most cost effective remedy. It should be noted that if a refund is decided upon, then that can be reduced to take account of the use you have had.

bris

The suit is nearly a year and a half old regardless of how often you say you wore it. To them it could have been worn every day.


At this stage you have no rights unless you can prove otherwise. For them to inspect it is at least a hope, and regardless even if you do get a report then they still have the right to inspect it. It's not their problem you only have one suit, in fact knowing this I would be inclined to think you have had a good 15 months use out of it.