what are my consumer rights here?

starsinmycrown

In july as a treat, i decided to treat myself to a pair of chanel sunglasses. this was a stretch for me, but i really wanted some and treated myself. i ordered them online from an authorised italian dealer. when they came, i was annoyed to discover one of the lenses was scratched. so i explained that although i was happy with my purchase, i wanted an exchange.

The company told me the quickest, cheapest and safest thing to do was for them to send me replacement lenses. i thought, well, even if the old lenses get damaged at least i've a spare pair so i agreed. The lenses came in their case about 6 weeks later as they had to be ordered from the manufacturer. i thought i'd get round to getting an optician to put them in.

The sunglasses are under guarantee, and i was reading the small print of my guarantee last week and found that although my sunglasses were protected against damage and faults and would be mended free of charge for 2 years, the condition was that a) my sunglasses were verified as originals by their serial number (printed lightly on the orginal lens) and b) that the sunglasses were untampered with by anybody except the manufacturers.

The new lenses have no serial number on them, so this invalidates my guarantee. Also if i were to get the lenses put in, this constitutes tampering. It again invalidates my guarantee. also, the glasses having no i.d number on them, means they can't be insured.

So therefore, what i was offered as "replacements" are therefore useless to me. ive got a scratched pair of sunglasses and some spare lenses i can't use.

I was thinking of emailing the company back and pointing this out to them, but i get the feeling theyre going to not take my complaint seriously, since a few months have elapsed since i got them. i'm annoyed because what was supposed to be a treat has now been the cause of worry and annoyance. Does anybody know what my consumer rights are here, and what should i do if the company tell me they won't exchange them?

thanks! x

dmg24

Difficult to know without knowledge of Italian consumer law.

If no joy with the company, I would contact Chanel directly.

RHYSDAD

I can understand your annoyance but next time just buy cheap ones and if they get scratched, so what? Buy another cheap pair! I'm only saying that because Chanel sunglasses are probably made in the exact same place that Matalan ones are!!!
I feel sorry for you but don't worry about it! It ain't worth that. Remember they are just some plastic glasses.

dmg24

I can understand your annoyance but next time just buy cheap ones and if they get scratched, so what? Buy another cheap pair! I'm only saying that because Chanel sunglasses are probably made in the exact same place that Matalan ones are!!!
I feel sorry for you but don't worry about it! It ain't worth that. Remember they are just some plastic glasses.

Absolutely useless. I am sure that the OP is really grateful for that reply.

I think the "Distance selling" rules are pretty much European now.

As the DSR would have be of no help to the OP if it was a UK transaction, this is pretty irrelevant.

Rain_is_Insane

I would politely email them pointing out your concerns, they might email back stating they are prepared to uphold the guarentee in this instance. In which case you ask for a copy of the email to be sent to you in writing as your new guarentee.

It might have just been a genuine oversight on the part of the advisor who dealt with your query, not realising that by trying to solve your problem they had inadvertantly caused another one.