damaged coat

lu1810

I recently contacted Joules over a coat I purchased in Oct 17 stating that it had broken at the hook seam. they requested I sent through to them proof of purchase and photos of the issue.


This I did, however they are now stating that they are unable to refund as I only have a gift receipt (I have told them I can provide a bank statement confirming that I purchased the item) but they are not interested in responding to this. They have requested I send the coat back or visit the store for an exchange. I don't want an exchange as I have lost confidence in the garment, any advise that you can suggest I could go back to Joules with please.

marliepanda

They are allowed to offer an exchange.

tykesi

Your options are either repair, replacement or refund. You can specify which you'd prefer but ultimately it is the retailer's choice which option they give. In this case they seem to be opting for a replacement which shows they are taking it seriously and want to offer a remedy.

Did you buy direct from Joules? "lost confidence" in a coat is a bit strong, sounds more like buyers remorse.

LilElvis

In the first 6 months, but after the first 30 days, the retailer has the choice of remedy - repair, replacement or refund. Unfortunately for you the choice is theirs so their offer of a replacement is perfectly acceptable.

BorisThomson

The quality of Joules clothing is generally very high. A loss of confidence over a one off fault is irrational and not a valid reason for you to be offered an alternative remedy.

unholyangel

Within the first 30 days you can insist on a refund. After that, you need to allow them 1 attempt to repair/replace. If the goods still don't conform after that attempt or if they are unable to replace the coat within a reasonable time, then you have the right to reject again for a refund.

But as the daughter of a seamstress, I'm also going to point out that if the stitching unravelled then its likely an inherent fault. However if the stitching is broken then it has likely been due to some sort of strain being placed on it which is unlikely to be inherent.

pinkshoes

unholyangel wrote: »

However if the stitching is broken then it has likely been due to some sort of strain being placed on it which is unlikely to be inherent.

Are you suggesting the OP has put on weight since Christmas?!?!?? :eek:

agrinnall

I'm not sure that I'd lose confidence in something where the fault could be fixed with a few stitches, particularly when they're also offering a full exchange anyway.