faulty sports hoody

chicaloca

Hi

I don't use this site very often so sorry if this isnt the best place to post this. Looking for some advice really. Basically I bought a hoody last year from a sports company....not sure if I can name them? Think it was last summer I bought it. Anyway not really washed or worn it all that often. There's a big cheshire cats face on it and ive noticed that where the black ink has been it seems to have eaten away at the material underneath and left quite a few holes.

I emailed them basically at first just saying I was just making them aware of a potential product fault and attached some photos. I didnt hear back so after another couple of emails sent to them I received a reply. After reviewing the photos they've concluded it's wear and tear. I've replied back saying that I don't believe this to be true as it's not universal wearing and it's only where the black ink has been and asked someone to email me back explaining why you can have wear and tear just in one area.

Sorry this is turning out to be a bit long winded. The problem is I dont have a receipt but to be honest I didnt like the way they ignored serveral emails only to reply with what I thought was quite a dismissive answer. Is there anything else I can do? Not sure if it'd come under trading standards or anything else. I'm Scotland if that makes any difference. I can try and attach photos if they'll be of any use. Apologies for the long winded post but I'm a bit frustrated

Any advice would be appreciated

DCFC79

Yes you can name the company.

Did you in store or online ? In store as you say you have no receipt.

How do they know you bought the item from them, you might have stolen it and trying to get a free one.

jenniewb

OP how long ago was it? If it was within 6 months and you have any form of evidence that you paid (eg a bank statement) it could help prove your purchase. If it was purchased within 6 months I think (I'm pretty sure it's 6 but it could be 12- look on the consumer part of this website for info on the details) then you can complain that it was not fir for purpose and if they want to say it was wear and tear they need to explain why for example there is no wear and tear on places like the cuffs or the elbows and just on the pattern.


It really depends how much you want to get them to do anything; it looks like you will need to argue it out before getting them to back down and accept their failure. You could say to them you are aware of how the consumer law works and are not happy with the quality of the item which you presumably paid a fair amount for (eg not just £5 or so).


Personally I'd keep complaining; to me money lost however much makes a dent in my purse because I'm always broke so knowing I've been sold a faulty or poorly made item would have me throwing my energy at getting a replacement or a refund. But it really depends on how you want to deal with this rather than me.


If they keep ignoring your emails, you've tried contacting them through other methods (if they have any stores, if they have a Facebook or Twitter profile for example) and you are sure of the fault, you could try reporting them to trading standards. I'm not sure if there is a middle ground before this because I've always tried to shop with places where I trust the customer service (I used to work for a large customer service department so it's a personal gripe of mine).


Keep emailing if this is the only way and try to see if there are other people within the company you can email if the customer service department is not working out (eg supervisors, managers, company owners if it's a small company...etc).

chicaloca

thanks very much for your reply, really appreciate it. This is when my memory gets hazy, I think it was last summer I bought it from Sports Direct (not sure if I can name the company but I'm sure it can be redacted by mods if it's not allowed) The problem is I'm almost positive I don't have the receipt, I did consider looking through bank statements but I bought various things over the summer and I've got a funny feeling when I bought that top I bought something else at the same time.

I dont know why I didnt think of facebook, I'll look later and see if I can post there too. Poor customer service is a big gripe of mine too. Their dismissive attitude and blatant distorting of facts really doesnt sit well with me either. Instead of acknowledging the problem and giving me a token gesture in the spirit of customer relations they just keep making me more and more angry.

I'm the same as you, I dont have money to waste and I don't see why we sohuld accept inferior goods because the company can't be bothered to take ownership of their problem. I'm going to give citizens advice a phone at lunch time but not sure if they'll give me advice over the phone but I'll try anyway.

Even typing this I'm getting more angry hehe. I might not have much to back me up without the receipt but I'm going to try anyway. Noone fobs me off easily! thanks again

chicaloca

It was around £25, so not much in the grand scheme of things but enough for me to be angry about and for it to make a dent in my money if i had to spend that amount again on a similar piece of clothing.

Stevie_Palimo

Pretty sure this will amount to nothing and citizens advice will be a wasted call, If you are adamant it is not right and unhappy with the answer you got do as suggested via a facebook post and try emailing or posting a letter in.

Doubt you will get anything tbh other than cost of time and effort spent dealing with this.

chicaloca

I've emailed them a few times and only one response which I have replied to and now awaiting a further response. I will have a look and see if I can see a means of contacting them on facebook later. I don't mind spending time on it, I can't stand it when companies provide next to non existant / very poor customer service. thanks for your reply