Item shrunk in wash

Jackim1968

Alderbank said:

That £450 Balmain sweatshirt is 100% cotton.
Pure cotton shrinks. That's what it does.
Cotton blends were invented to solve this problem.
A good manufacturer will pre-wash the pure cotton fabric or the finished garment before releasing it. This deals with most of the shrinkage but further shrinkage can happen especially with incorrect washing.
I am sure that Balmain will have told Zap that the garment was pre-shrunk and therefore further significant shrinkage is due to incorrect washing. They probably have test data.
You can pay for further testing but that will only show that the fabric has shrunk, not when, which will support Balmain's claim.
People who prefer pure cotton often buy the next size up and wash before wear. 
The only good news I can suggest for the OP is that pure cotton can with care be restored to its original shape

I don’t believe they had it tested, they are just being awkward, 
when I returned it they commented on not being able to refund as it has been worn and they couldn’t resell

I had to inform them it shrunk, and no it wasn’t washed incorrectly @ £450 I read the instructions 

Alderbank

Sorry, Jackim, I didn't word that well. I don't think they tested your sweatshirt either. I meant and should have said they will be able to produce test data for the fabric used showing it was pre-shrunk.
They won't have tested your shirt because as far as I know there is no test to show exactly when shrinkage occurred.

Even following the instructions, as you did, 100% cotton is prone to shrinking. You have to dry it carefully, stretching, padding and pinning, to restore its original shape.

photome

Is it hand wash or dry clean only...some of them are depending on which website you look at

TELLIT01

Jackim1968 said:

My washing machine is new, 
how can I prove I washed it correctly 
I have asked to see a copy of the report from Balmain 

what would be my next move 
thanks in advance 

The basic problem is that you can't prove you washed and dried it correctly unless you video'd the entire process.  The manufacturer is really saying that they have sold many of this item without any complaints about shrinkage, therefore, it is their opinion that the error must be with the way it was washed.  If that ever went to court, where the balance of probability is applied, I don't think there is any chance that you would win the case.

Sandtree

TELLIT01 said:
If that ever went to court, where the balance of probability is applied, I don't think there is any chance that you would win the case.

Certainly not if the manufacturer supports the retailer by saying no notable issues raised to them.

However a company has to be represented by lawyers in court and their costs are irrecoverable in the small track hence £450 -v- lawyers costs doesnt make any commercial sense to allow it to go to court unless its a matter of principle or part of a wider strategy.

Jackim1968

The principle is I washed item according to instructions, I returned item, saying it has shrunk in wash,
they replied we cannot accept this it has been worn,and we cannot resell, and returned it to me,
I returned item back to them, saying I told them it has shrunk and wasn't claiming it was new.
they then proceed to say the sent Pictures of item to Balmain ( they also admitted it has shrunk), and Balmain agreed with them I had washed it incorrectly ( I am sure you can test materials which has been washed to hot)
Don't know how you can decide this from a picture.
I asked for a copy of report/email response from Balmain, also a telephone number, email address and headquarter address to contact them directly
They have ignored me.

I wouldn't pay that amount for am item of clothing and not check the correct washing instructions 
I am furious with there lack of customer service skills 

Sandtree

Jackim1968 said:

I wouldn't pay that amount for am item of clothing and not check the correct washing instructions 
I am furious with there lack of customer service skills 

Unfortunately many not everyone is honest and so may not separate out their washing properly and then claim they followed the instructions after they realise they've ruined it... unfortunately a few of my wool items over time have gone into a normal wash and come out a couple of sizes smaller.

Contrary to the old adage, the customer isnt already right and companies do have to balance customer service against the cost of being providing the benefit of the doubt.


Personally, I dont find high fashion brands being very customer focused unless you are a very regular customer of theirs. This is where small high quality brands can challenge the big companies but the prices reflect the lack of volume and the cost of high service to everyone (eg lifetime repair on Blackhorse Lane jeans, even if its accidental damage or reasonable wear)

Bradden

@Jackim1968 I noticed you said this.. "I am sure you can test materials which has been washed to hot"

If this is true... I've no idea then this is surely an option - if you can prove they have been wahsed correctly I'd think you could persuade them to refund the item.

Ergates

Jackim1968 said:

The principle is I washed item according to instructions, I returned item, saying it has shrunk in wash,
they replied we cannot accept this it has been worn,and we cannot resell, and returned it to me,
I returned item back to them, saying I told them it has shrunk and wasn't claiming it was new.
they then proceed to say the sent Pictures of item to Balmain ( they also admitted it has shrunk), and Balmain agreed with them I had washed it incorrectly ( I am sure you can test materials which has been washed to hot)
Don't know how you can decide this from a picture.
I asked for a copy of report/email response from Balmain, also a telephone number, email address and headquarter address to contact them directly
They have ignored me.

I wouldn't pay that amount for am item of clothing and not check the correct washing instructions 
I am furious with there lack of customer service skills 

Yes, but the problem is that you can't *prove* you did it correctly, and the manufacturer can (rightly or wrongly) say "The only reason this would shrink is if it was washing incorrectly".  TBH, I'm not sure there is much more they *could* do - I doubt they'll have a CSI style lab where they can examine the material under a microscope to see what happened.

Your options, at this point, are to send them an LBA, and if they don't respond to that start a small claims proceeding and *hope* they don't defend it.  If they do choose to defend it, the chances of you winning are probably quite low - as all you have on your side is your word that you're sure you washed it correctly.  But as Sandtree says - there is a reasonable chance they'll decide it isn't worth defending.

The situation may suck, but that's what you have.

Thrugelmir

Ergates said:

Jackim1968 said:

The principle is I washed item according to instructions, I returned item, saying it has shrunk in wash,
they replied we cannot accept this it has been worn,and we cannot resell, and returned it to me,
I returned item back to them, saying I told them it has shrunk and wasn't claiming it was new.
they then proceed to say the sent Pictures of item to Balmain ( they also admitted it has shrunk), and Balmain agreed with them I had washed it incorrectly ( I am sure you can test materials which has been washed to hot)
Don't know how you can decide this from a picture.
I asked for a copy of report/email response from Balmain, also a telephone number, email address and headquarter address to contact them directly
They have ignored me.

I wouldn't pay that amount for am item of clothing and not check the correct washing instructions 
I am furious with there lack of customer service skills 

Your options, at this point, are to send them an LBA, and if they don't respond to that start a small claims proceeding and *hope* they don't defend it.  

Obviously they'll defend with exactly the same evidence that's been provided todate.