Bespoke order - is refund fair or not?

Sampochin

Thanks for all the replies.
The three dresses were all from our shop. The main one (that's here) is from a design we have in store she changed the colour to sky blue but a bit darker. The second one we have in orange and she has made in cream. The third is her design for a men's jacket that we paid a specialist men's tailor to make for her. As we don't even stock men's I will get stuck with that. The cream dress that hasn't been shipped yet I agreed to cancel because it is a beautiful dress and I'll be able to sell it anyway, and I was trying to be nice. So two I said no worries we can forget about and the £1300 she has paid so far has gone towards the main dress that's here and she's tried on. That one was £1350. Her solicitor wrote to me and I've told him my side of the story, he was pretty receptive. But I've made it clear if she continues with her claim I will be counter claiming for all three dresses. You try to be nice and people try to dance on your head.
Thank you so much all of you taking the time to reply. I feel a lot better knowing I having acted unreasonably in any way.

Sampochin

Now I wish I did, I only had approx 50%. But I've told her that has gone towards her main bridal dress. For which £50 is still outstanding. The other two are finished.

DoaM

Now that we have the full story ... you've been MORE than reasonable with her.

She sounds like a nightmare who thinks M&S off-the-peg clothing with M&S returns policy is the norm everywhere ... someone who has an enormous sense of entitlement but little sense of responsibility.

photome

you have been too generous IMO

Sampochin

That was meant to say I feel better knowing that I have not acted unreasonably. Thanks to all.

[Deleted User]

Sampochin wrote: »

. I feel a lot better knowing I have acted unreasonably

We know what you meant!

SuperHan

CardinalWolsey wrote: »

When telling her to do one (correct path, in my opinion), also ask her if she managed to get her Camera replaced at Currys...

This is why I love this forum.

Sampochin

To all that replied before any help would be appreciated. The customer is now taking me to court. I read the customer rights 2015. It says bespoke orders can't be cancelled but it doesn't specify if that was in a shop. Is there any legislation that protects me from refunding her.
All three are made to measure bespoke outfits. All three ordered in shop. She's asking for refund on the one that's made. I'm now countering for all three like many suggested above.

Sampochin

So after waiting for her solicitor to reply, he finally got back to me and said she doesn't have a case but is not listening. I think he ditched her but she has issued a claim against our company. She hasn't really alleged a breach or that I've made the dress wrong but more along the lines of we told her these were designer dresses and they are in fact not made by any designer. We've never said this to anyone. The real designer who we've borrowed from (not a replica) is priced at over £15k. Ours was £1350. But anyway main thing is she can't cancel 3 bespoke orders made in a shop face to face right? All three are made to measure so it's definitely bespoke isn't it? Citizens advice told me that is the case, but want to be sure before I go ahead with my counter claim.
Thanks

waamo

For your reassurance here is what the Government say https://www.gov.uk/accepting-returns-and-giving-refunds