Wet pillows

mabelstanley

I bought two Bounce back pillows from my local M&Co on Friday 18th Dec. When I took them out of the plastic packaging that evening I though they felt damp. Thinking that they might have just got a bit 'sweaty' in the plastic I left them out to air. This morning (Sun 20th) they still felt damp so I took them back to the shop. They asked if I still had the packaging (um, no, it's in the bin) and that they'd have to ascertain how they got wet!
I have now fished the packaging out of the bin and am taking them back again tomorrow to see the general manager. What are my rights here?

marliepanda

They have the right to find out how they got wet. Then if they find that it is some sort of weird fault in the packaging or storage they can replace them, or refund you the money (assuming pillows aren't really a repairable item)

You e had them two days. For all they know you could have had a party and wet them in all manner of ways...

hollydays

You are entitled to a refund. It's a strange one though but odd things do happen. I find m & co staff are super friendly and customer focussed so I'd expect no problems. If you go in expecting a problem you might get one.
You might want to cover yourself by speaking to head office first.

naedanger

mabelstanley wrote: »

I bought two Bounce back pillows from my local M&Co on Friday 18th Dec. When I took them out of the plastic packaging that evening I though they felt damp. Thinking that they might have just got a bit 'sweaty' in the plastic I left them out to air. This morning (Sun 20th) they still felt damp so I took them back to the shop. They asked if I still had the packaging (um, no, it's in the bin) and that they'd have to ascertain how they got wet!
I have now fished the packaging out of the bin and am taking them back again tomorrow to see the general manager. What are my rights here?

My understanding is that if the item is faulty now (and because it is less than 6 months old) then you are entitled to a full refund unless the retailer can prove, on the balance of probability, that the fault arose through your misuse.

If however the item is not faulty then you have no right to a refund or replacement (as you could inspect it when you bought it).

LadyDee

mabelstanley wrote: »

I bought two Bounce back pillows from my local M&Co on Friday 18th Dec. When I took them out of the plastic packaging that evening I though they felt damp. Thinking that they might have just got a bit 'sweaty' in the plastic I left them out to air. This morning (Sun 20th) they still felt damp so I took them back to the shop. They asked if I still had the packaging (um, no, it's in the bin) and that they'd have to ascertain how they got wet!
I have now fished the packaging out of the bin and am taking them back again tomorrow to see the general manager. What are my rights here?

Don't anticipate a problem. Assume it will get sorted. Approached in a friendly, relaxed fashion, CS people generally go out of their way to be helpful. They so often have people ranting at them, demanding their "rights" that it's a pleasure for them to be able to sort out a problem in a friendly way.