Cancel and refund for bespoke suit order

pieman_71

Hi

Looking for advice with regards my rights to a refund on a product that I have not yet received.

I ordered a bespoke suit on May 10th (instore) and had the first fitting then – paying in full, around £450 (have the receipt at home) on credit card. 4 months later and after numerous fittings and one complete remake (the first time they made it in the wrong fabric) they’ve told me today that they need to completely remake it again because it has been altered too many times and it still doesn’t fit. At each appointment due to what appears a complete lack of quality control there are issues that mean even if the suit did fit, I would not have been able to take the suit away (torn lining, pulled threads, suit creased and not pressed properly, and today stains all down the trouser where something had been spilt on it).

I now have no faith that they will ever make me a suit that fits which is of the required quality so rather than waste more time and train fares going back and forth to them what will undoubtedly be a few more times and them having to start from scratch again with a brand new suit I’d like a refund and to forget the whole thing. I was refused that this morning as they said they would get it right, and sometimes on the first one it can take a long time – though this was longer than normal. For reference, their website says the average is 5-8 weeks and I have had 5 bespoke suits from other companies before (I’m an odd shape + they last longer!) and none have taken this long or had this many issues.

Where do I stand? Can I demand a refund? Whilst currently they haven’t been able to produce anything that fits with SADFART they’re still saying they will, so I’m wondering if it’s on the services route from the Care and Skill and Reasonable Time point of view that I should make my complaint.

thanks in advance

DCFC79

Have you explained to them your not happy and would like a refund ?

Who is the company in question ?

pieman_71

Hi

Yes, this morning. As I said, they replied that they would remake the suit from scratch and we would get there in the end. I have no faith this will happen.

It's (ironically) A Suit That Fits.

cheers

bod1467

Was any Time is of the essence declaration made when making the order (or subsequently)? i.e. was there any original or subsequent agreed delivery date?

If yes then your claim for cancellation of contract and refund may be stronger.

shaun_from_Africa

After 19+ weeks since placing the original order, I would now be contacting my credit card issuer and requesting a chargeback.

They have now taken nearly two and a half times their longest estimate of 5-8 weeks and even is this is only an estimate, it must bear some semblance to reality.

pieman_71

Thanks for the replies, there wasn't anything about time being of the essence.

The order confirmation had a link to the terms and conditions (which I wasn't provided with prior to placing the order in case that makes a difference), see link below


https://www.asuitthatfits.com/shop/index.php?option=com_content&task=view&id=24&Itemid=42

The following could be key:

If the customer is not satisfied with either the quality or the fit of the ordered items(s) A Suit That Fits™ will, after inspection of the goods, follow a strict policy of Repair, Replace and finally Refund. A Refund can only be processed following the procedures of Repair and Replace. To refine the fit of a bespoke garment, it can take multiple fittings. The average is between three and four. For the avoidance of doubt, the first fitting is defined as the first time the Supplier delivers the physical garment for fitting with the Customer.

I'd say they've had their chances to repair in the 4 fittings since the suit was returned and have already replaced once so they shouldn't get to replace again and start the cycle again?

daytona0

pieman_71 wrote: »

Thanks for the replies, there wasn't anything about time being of the essence.

The order confirmation had a link to the terms and conditions (which I wasn't provided with prior to placing the order in case that makes a difference), see link below


https://www.asuitthatfits.com/shop/index.php?option=com_content&task=view&id=24&Itemid=42

The following could be key:

I'd say they've had their chances to repair in the 4 fittings since the suit was returned and have already replaced once so they shouldn't get to replace again and start the cycle again?

Well, if the average is between 3 + 4 then we could call it 3.5 as a rough estimate (best not quibbling over fractions!). You could have been done after the first fitting which is 2.5 away from the average (3.5 - 2.5). I would therefore personally consider 3.5 + 2.5 = 6 fittings to be completely reasonable in this circumstance Maybe 7 at an absolute push, but that's about it.

Lots of people brush aside the maths, so don't be too disheartened if you have gotten fed up now and don't want to wait longer. But the average being between 3-4 implies that either:

1. MOST of the data lies within the 3-4 fittings range

2. There is a higher variance in that it can take between 1-6+ fittings (6+ with a skew)

Without knowing the ins and outs of their business, it is hard to predict which one their business falls into.

Tallmark

Hi Pieman,

I had similar problems with Asuitthatfits to the ones you have experienced. Multiple fittings with little or no improvements to a very poorly fitting jacket. After 5+ fittings and many months I eventually said enough was enough and asked for a full refund. This took about a month of further conversations with different staff. Initially I was offered a remake of the jacket, then a free shirt, then 50% off. Each time I rejected the offer and asked for a refund, making sure it was all documented in emails in which I confirmed their offer, rejected it and re requested a full refund. At the very end, I also indicated that I would take things to the small claims court if they didn't refund in full.

I had a rather difficult final conversation with their sales director at their Head Office and he finally offered a full refund on condition that I completed the fitting process for the suit. I accepted this and the refund was given promptly. I have the suit but don't wear it.

My advice is to be polite, factual and stick to your position. Good luck