Personalised Item not as described. Refund Possible?

the_flying_walrus

Hi MSE Forums,

I'm new here, so please be nice

On the 5th January, I purchased a hoody for a sports club to which I belong. I received the hoody on the 21st January. I bought the hoody from an online store, and paid using a credit card. The hoody is personalised with the club logo and my initials.

A week after receiving the hoody, I discovered that there was a spelling mistake in the embroidered logo. I emailed the company to complain, and they replied to me today (2nd Feb) saying that because my club had approved the logo, I needed to speak to my club about it.

However, I went back to the company's website, and nowhere on the website does it mention the error. The page for our club's kit shop does have the club name spelled correctly.

Is it possible for me to return this item for a refund, or to get it exchanged for one which is not faulty?

Any advice please?

PS At the same time as I purchased the above hoody, I also purchased another hoody from the same shop for a different sports club. That hoody is fine and I'm very happy with it.

unholyangel

Is this one of many suppliers you can use? Or the one the club has an arrangement to supply?

bris

You need to speak to the club to see if they are aware of the error.


The company send over proof before going ahead and if it comes back as approved the embroidery goes ahead.


Just because the spelling is correct on the clubs website doesn't mean they didn't make a mistake with the proof.

the_flying_walrus

unholyangel wrote: »

Is this one of many suppliers you can use? Or the one the club has an arrangement to supply?

This supplier is the only supplier the club uses

bris wrote: »

You need to speak to the club to see if they are aware of the error.

The company send over proof before going ahead and if it comes back as approved the embroidery goes ahead.

Just because the spelling is correct on the clubs website doesn't mean they didn't make a mistake with the proof.

The club was apparently aware of the error, but no one had been informed

Also, went I referred to the "club's website", I meant the page on the company's website which lists our club's kit, in case I wasn't clear

unholyangel

Why not ask the club if they'll pay for the embroidery to be unpicked and redone? And ask the company if they would be willing to do it out of goodwill/how much they would charge.

For the amounts likely involved, its probably not going to be worth court action so finding a satisfactory outcome with minimal hassle and cost might be preferable.

naedanger

the_flying_walrus wrote: »

This supplier is the only supplier the club uses



The club was apparently aware of the error, but no one had been informed

Also, went I referred to the "club's website", I meant the page on the company's website which lists our club's kit, in case I wasn't clear

It seems to me like you have a valid claim against the online store (since the logo did not match that shown on their website) and the store has a valid claim against your club (for approving a logo with an error).

However since the blame seems to be mainly with your club why not speak to them directly to see if they will accept responsibility directly to you (and so save the online store and you needless hassle). Ask the club to ensure the online store has the correct logo (to prevent anyone else having the same problem) and then reimburse you - or negotiate some other settlement e.g. a proportionate refund but you get to keep the flawed item (if you can use it e.g. around the house).