Should Dylon replace a dye that didn't work?

NButler

Hi, I recently bought a Dylon lavender hand dye. I have dyed several things before using their dye and followed all the instructions correctly, using the correct types of material, however this time the dye did not work (there was only a slight change in colour, and to the wrong colour!).

I contacted Dylon about this. Their response was basically 'We don't have any advice for you (as I followed the instructions correctly). We're sorry you didn't achieve the colour you wanted this time'. That's it. No offer to replace or refund the product, even though something is clearly wrong with the dye. I actually suggested that perhaps they could do this, and they ignored my email. No reply at all. What terrible customer service!

Is this okay? Given that the product didn't work as it should can they get away with just saying 'sorry it didn't work this time'??

Thanks for your advice!

fleshandbone

I would say they don't have to do anything due to the nature of the product, but If I were the company in question I would request you return the product at your expense with a sample of the problem so that we could inspect, once received I would send out a replacement product at no charge.

hollydays

How can you be sure the fabric isnt wrongly labelled ?

NButler

I'm afraid that the package went in the bin so it's not possible to send it to them. To have searched through the bin and posted it to them, at my expense, would certainly cost more in my time than the dye is worth. I would imagine that testing the dye would cost the company much more than sending out a replacement too. I would have been happy to send them a photo of the results though, which seems reasonable.

I have since checked the reviews on Amazon and this seems to be a common problem with this shade of dye. Seems to me the company is avoiding taking responsibility for a dodgy product.

NButler

I used more than one type of fabric (which was in total was way below the weight limit) and have dyed one of those fabrics before. It took the dye amazing well and turned out a brighter shade than even white cotton did!

LilElvis

There may be some treatment which has been applied to the fabric which makes it difficult for the dye to take.

And no, regardless of the cause, you are not entitled to a refund from Dylon unless you purchased directly from them. Have you actually contacted the seller?

NButler

According to a forum post I found online Dylon in the US does sent out replacements (the poster was happy as the dye worked the second time) so I expected a better service here too! I haven't tried the seller (Robert Dyas). I suppose I could, but I don't think it's their fault really.

fleshandbone

Your contract is with place of purchase.

NButler

Well, I don't have anything to return as the dye is used, but I can see what they say...