Rights over faulty goods and damage to other property

Claire_2009

Hi
In November 2015 I ordered a new coat from Debenhams. I wore it for a couple of weeks before noticing that the colour was running out of the coat on to my Fitbit band and a leather bracelet I have. It also ran on to one of my bags. I washed the coat to try and get rid of the excess dye following the washing instructions. Washing it just caused the dye to run on to the faux fur trim in the hood of the coat though turning it pink.


I contacted Debenhams in December (within a month of purchase) and they asked me to take the coat, my Fitbit band and bracelet in to store so they could be tested. I did this on 22 December. I am still waiting for a response from them. I have had no refund on the coat and have chased them but they say they are still testing the coat.


I am fed up with this process now, I've had to buy a new coat and am without my other items. Am I right in thinking that I am entitled to a refund on the coat as it is faulty?


Where can I go from here?

neilmcl

Claire_2009 wrote: »

Hi
In November 2015 I ordered a new coat from Debenhams. I wore it for a couple of weeks before noticing that the colour was running out of the coat on to my Fitbit band and a leather bracelet I have. It also ran on to one of my bags. I washed the coat to try and get rid of the excess dye following the washing instructions. Washing it just caused the dye to run on to the faux fur trim in the hood of the coat though turning it pink.


I contacted Debenhams in December (within a month of purchase) and they asked me to take the coat, my Fitbit band and bracelet in to store so they could be tested. I did this on 22 December. I am still waiting for a response from them. I have had no refund on the coat and have chased them but they say they are still testing the coat.


I am fed up with this process now, I've had to buy a new coat and am without my other items. Am I right in thinking that I am entitled to a refund on the coat as it is faulty?


Where can I go from here?

IF it is faulty then yes. You should also be entitled to a refund and any other consequential damage.

Claire_2009

How long do I have to wait for Debenahms to come back to me with their decision about whether the coat is faulty? It has been almost 7 weeks.

neilmcl

Claire_2009 wrote: »

How long do I have to wait for Debenahms to come back to me with their decision about whether the coat is faulty? It has been almost 7 weeks.

That's far too long. A remedy should be provided within a reasonable time. Time to write a letter to Debenhams giving them a deadline to resolve this issue.

Poppie68

It would be so much easier and quicker to just go into the store and if need be ask for the manager. It's easier dealing with issues f2f rather than going backwards and forwards with letters, emails and phone calls.