Faulty jumper

walk9763_2

I bought a jumper from Joseph on 14 November for £275 - it's a very thin cashmere. I wore it twice and on the third occasion I noticed a hole in the seam - it looks like the yarn is so thin it's just broken. I've had numerous (and highly irritating) emails with the companys Customer Service Department and eventually a month later they have come back to me saying - and I quote -

"The image you sent has been examined and upon inspection by our technical specialists the “damage” was deemed to be “wear and tear” and not a manufacturer’s default. Given the garment was only worn a few times, the current state of the jumper is very regrettable.

We do value all of our customers, especially loyal customers, and aim to deliver high customer service at all times. Unfortunately our policy states that we may only offer credit or refund if an item is found to be faulty, and this is not the case on this occasion.

As a good will gesture, we are more than happy to forward your jumper to our repair specialist to see if they are able to carry out the necessary work to restore the garment. If this is suitable please let me know and I will organise a collection".

I purchased this jumper to wear over the Christmas period and because of the delay in their replying (original email 14 December - decision email 14th january) I don't want them to fix the jumper - I want a refund! Surely wearing the jumper twice can't be deemed as "Lasting a Reasonable Length of Time!!" And how can they make a decision on the damage when they've only seen a picture of the damage?

I'm concerned that if I send it to them it's out of my hands - can anybody advise me what to do please?

daytona0

I would take a look at this:

http://www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

unholyangel

Is it unravelling? Where in the seam? Is it possible to upload a picture?

ETA: To expand on the above, yes it can be possible to tell just from a picture. If (for example) the thread has broken and there are 2 loose ends, then damage of some sort is the likely culprit - yarn doesn't tend to break on its own and even your more delicate yarns can withstand some stress being placed on them else it would be impossible to make garments with them.

walk9763_2

Here are some images of the jumper - it's not in an area where there could be wear and tear. The only image I sent them was the first one (which I think is the most obvious one) and to me doesn't look like there has been any pull in the thread - it's just so fine it's come apart .... What do you think please?

unholyangel

First picture isn't 100% clear but it looks like its just above/below the seam rather than on it. The shape of the hole looks like its in the pattern rather than the seam.

Perhaps not explaining it the best way - but if it was the seam coming apart, i'd expect the edges to be straight and perhaps have a slight curl to them - as usually happens in stockingette stitch (at least it looks like stockingette from the pics). From the pictures, I can understand why they might have said it looks like its not an inherent fault.

Of course, the pictures could be misleading. Is there any loose thread at all? Or just the hole?

ETA: It actually looks similar to moth holes. And moths do love cashmere (as well as dark places like closets in warm heated houses), as a general rule the more luxurious/expensive a fabric is, the more moths love it. Is this a possibility?

neilmcl

Did you buy it from a store or online? Did it have a security tag attached in that area?

I think you'd struggle proving that the damage wasn't due to wear & tear, I'd take them up on the offer to have it repaired.