Faulty Bag Purchased Outside EU

Bec87

Hi,


I purchased a Guess bag while on holiday in Mexico in May 2016. Landed back in the UK on 17.05.2016 and after 5 days of use the stitching on one of straps has come loose to the point where it must've been a manufacturing fault. After emailing Customer Services in the UK they say I'm not entitled to a refund or a repair only a voucher to spend in-store with the GBP equivalent of what I paid in Mexico and to return the bag back to Italy with postage paid for by them. Surely I'm entitled to a full refund or a repair which I feel I'm entitled to since 1. The bag costs £25 more in the UK and 2. They don't do the same colour or style.


Any advice would be much appreciated?

shaun_from_Africa

As the purchase was made in Mexico, you have no rights under any EU or UK legislation and you are dependent upon any terms stipulated in the warranty supplied by Guess.
If their warranty says that a voucher equivalent to the purchase price will be given then this is what you will have to accept.

unholyangel

Sorry, I very much doubt anyone here knows what the consumer rights in mexico is like.

sjbrun

If you want a full refund just return it back to the shop in Mexico?

or if that's too much hassle just accept what Guess is offering.

It depends if the plane ticket to Mexico to return it is cheaper than the £25 loss Guess have offered.

societys_child

. .. or take it to a shoe repairers (cobblers) and ask if they'll re-stitch it?

agrinnall

Bec87 wrote: »

Hi,


I purchased a Guess bag while on holiday in Mexico in May 2016. Landed back in the UK on 17.05.2016 and after 5 days of use the stitching on one of straps has come loose to the point where it must've been a manufacturing fault. After emailing Customer Services in the UK they say I'm not entitled to a refund or a repair only a voucher to spend in-store with the GBP equivalent of what I paid in Mexico and to return the bag back to Italy with postage paid for by them. Surely I'm entitled to a full refund or a repair which I feel I'm entitled to since 1. The bag costs £25 more in the UK and 2. They don't do the same colour or style.


Any advice would be much appreciated?

You use the word "entitled" 3 times in your post. UK consumer legislation entitles you to nothing, so any entitlement would depend either on Mexican legislation or on any warranty offered by Guess that could apply in the UK. Is there any such warranty? If not then Guess have gone further than they are required to you should accept their offer before they decide you're too much trouble and withdraw it.

tomtontom

Bec87 wrote: »

Hi,


I purchased a Guess bag while on holiday in Mexico in May 2016. Landed back in the UK on 17.05.2016 and after 5 days of use the stitching on one of straps has come loose to the point where it must've been a manufacturing fault. After emailing Customer Services in the UK they say I'm not entitled to a refund or a repair only a voucher to spend in-store with the GBP equivalent of what I paid in Mexico and to return the bag back to Italy with postage paid for by them. Surely I'm entitled to a full refund or a repair which I feel I'm entitled to since 1. The bag costs £25 more in the UK and 2. They don't do the same colour or style.


Any advice would be much appreciated?

Their offer is extremely generous. Most retailers wouldn't offer a thing for an item bought at an overseas part of their brand (which will be a separate entity).

foxtrotoscar_2

Buy a suitable needle and thread on ebay (other outlets are available) and DIY?