Calvin Klein sent open underwear box

Hello,

What did you buy: Calvin Klein underwear
When did you buy it: Ordered 11/11/22 (received by Parcleforce on 17/11/22)
Where from?: Internet - Official Calvin Klein Website
How did you pay?: debit card
What went wrong: 
I ordered some underwear directly from Calvin Klein, one of the boxes was already open when I received it (the plastic seal on the box had been cut), and was missing the inner cardboard insert and clips, so they look used.
What are the vendors telling you?:
I contacted CK customer services, they requested photo's and I sent the photo's and explanation. They have said they're launching an internal process to investigate. They've said to keep the underwear but as they're underwear (and their policy say's you can't return underwear that's opened, even though I didn't open them!) that they will offer me either 20% promotional code or 20% partial refund. 
What solution or remedy are you looking for?: Full refund.

I'm not sure what to say in reply to their last email asking me to pick 20% promotional code or 20% partial refund. I would like to just return them and get a full refund, can I do this, and what can I quote back to them, Consumer Rights?

Thank You.





«1

Comments

  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Their non-return clause after opening applies to their own retailer warranty/policy, for when people purchase and then simply change their minds. In this case, you need to claim using your statutory rights under CRA 2015, which gives you the absolute right to reject the goods as faulty/not fit for purpose within 30 days of receipt, and receive  full refund.
    Don't confuse the two, as they appear to be doing. Pretty amateur response for such a major retailer.
    No free lunch, and no free laptop ;)
  • born_again
    born_again Posts: 19,858 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    Take the 20% refund.
    Then as you would normally do put them in the wash. Even if anyone had tried them on, they will come out clean & you have saved 20% off the cost which is very MSE.
    Life in the slow lane
  • photome
    photome Posts: 16,634 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Bake Off Boss!
    Take the 20% refund.
    Then as you would normally do put them in the wash. Even if anyone had tried them on, they will come out clean & you have saved 20% off the cost which is very MSE.
    That’s what I would do
  • Take the 20% refund.
    Then as you would normally do put them in the wash. Even if anyone had tried them on, they will come out clean & you have saved 20% off the cost which is very MSE.
    Seriously.

    You're advised to wash anything you buy anyway. This is no different.

    In the good old days when people bought clothes in-store, other people wore them before you.

    I don't think most people died of STDs or the rest from buying clothes worn by other people.
  • MalMonroe
    MalMonroe Posts: 5,783 Forumite
    Ninth Anniversary 1,000 Posts Name Dropper Photogenic
    Farfetch1 said:
    Take the 20% refund.
    Then as you would normally do put them in the wash. Even if anyone had tried them on, they will come out clean & you have saved 20% off the cost which is very MSE.
    Seriously.

    You're advised to wash anything you buy anyway. This is no different.

    In the good old days when people bought clothes in-store, other people wore them before you.

    I don't think most people died of STDs or the rest from buying clothes worn by other people.
    What?? Um, we're not talking clothes here, we are talking underwear.

    I wouldn't even share underwear after it's been washed with a member of my family. If it's been worn by anyone not a relative, it's binned. No charity shop would accept worn (or suspected to have been) underpants of any description!

    Also, many people still buy clothes in-store. Plus, I never wash brand new underwear. 
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • MalMonroe
    MalMonroe Posts: 5,783 Forumite
    Ninth Anniversary 1,000 Posts Name Dropper Photogenic
    Blue0mega said:
    Hello,

    What did you buy: Calvin Klein underwear
    When did you buy it: Ordered 11/11/22 (received by Parcleforce on 17/11/22)
    Where from?: Internet - Official Calvin Klein Website
    How did you pay?: debit card
    What went wrong: 
    I ordered some underwear directly from Calvin Klein, one of the boxes was already open when I received it (the plastic seal on the box had been cut), and was missing the inner cardboard insert and clips, so they look used.
    What are the vendors telling you?:
    I contacted CK customer services, they requested photo's and I sent the photo's and explanation. They have said they're launching an internal process to investigate. They've said to keep the underwear but as they're underwear (and their policy say's you can't return underwear that's opened, even though I didn't open them!) that they will offer me either 20% promotional code or 20% partial refund. 
    What solution or remedy are you looking for?: Full refund.

    I'm not sure what to say in reply to their last email asking me to pick 20% promotional code or 20% partial refund. I would like to just return them and get a full refund, can I do this, and what can I quote back to them, Consumer Rights?

    Thank You.





    They have said they're launching an investigation, so why are they offering you either a code or a partial refund before the investigation is over?  As macman says, above, it's very amateurish.

    I'd write back to them and tell them that you want a return and a full refund. The box has been opened and not by you so they can have them back - their policy is only valid if the customer has opened the box. I'd just keep telling them that I want a full refund because what they have sent is not what you ordered online - that is, it's not 'as described'.

    Calvin Klein goods aren't cheap and you wanted them to arrive in the box you were expecting, sealed and everything. They didn't. You've been let down.

    There's information from this very site in the following link all about your consumer rights -

    https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#must
    Please note - taken from the Forum Rules and amended for my own personal use (with thanks) : It is up to you to investigate, check, double-check and check yet again before you make any decisions or take any action based on any information you glean from any of my posts. Although I do carry out careful research before posting and never intend to mislead or supply out-of-date or incorrect information, please do not rely 100% on what you are reading. Verify everything in order to protect yourself as you are responsible for any action you consequently take.
  • sheramber
    sheramber Posts: 21,947 Forumite
    Part of the Furniture 10,000 Posts I've been Money Tipped! Name Dropper
    MalMonroe said:
    Farfetch1 said:
    Take the 20% refund.
    Then as you would normally do put them in the wash. Even if anyone had tried them on, they will come out clean & you have saved 20% off the cost which is very MSE.
    Seriously.

    You're advised to wash anything you buy anyway. This is no different.

    In the good old days when people bought clothes in-store, other people wore them before you.

    I don't think most people died of STDs or the rest from buying clothes worn by other people.
    What?? Um, we're not talking clothes here, we are talking underwear.

    I wouldn't even share underwear after it's been washed with a member of my family. If it's been worn by anyone not a relative, it's binned. No charity shop would accept worn (or suspected to have been) underpants of any description!

    Also, many people still buy clothes in-store. Plus, I never wash brand new underwear. 
    The OP has not said what kind of underwear . Bras are tried on in store and put back. 
  • eskbanker
    eskbanker Posts: 36,900 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    macman said:
    Their non-return clause after opening applies to their own retailer warranty/policy, for when people purchase and then simply change their minds. In this case, you need to claim using your statutory rights under CRA 2015, which gives you the absolute right to reject the goods as faulty/not fit for purpose within 30 days of receipt, and receive  full refund.
    Don't confuse the two, as they appear to be doing. Pretty amateur response for such a major retailer.
    MalMonroe said:
    I'd just keep telling them that I want a full refund because what they have sent is not what you ordered online - that is, it's not 'as described'.

    Calvin Klein goods aren't cheap and you wanted them to arrive in the box you were expecting, sealed and everything. They didn't. You've been let down.
    It's not clear to me that a box being opened and minor packaging omissions in themselves constitute the goods being 'faulty', 'not fit for purpose' or 'not as described' as such, but in any case OP does have the right to return for a full refund within 14 days of delivery simply for a change of mind, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, so that may be a more pragmatic response, albeit there may be some debate about postage costs to return....
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