Calvin Klein sent open underwear box

Blue0mega

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.

macman

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.

Aylesbury_Duck

That's pants.

born_again

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.

photome

born_again 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.

That’s what I would do

Farfetch1

born_again 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.

MalMonroe

Farfetch1 said:

born_again 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. 

MalMonroe

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

sheramber

MalMonroe said:

Farfetch1 said:

born_again 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. 

Ditzy_Mitzy

MalMonroe said:

Farfetch1 said:

born_again 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. 

That's as maybe, but I can confirm that one is unlikely to suffer harm by sharing underwear with a family member.  When I lived at home, my mother and I were forever getting our knickers mixed up by virtue of being the same size and having similar tastes.  Her drawers would often end up in my drawer and, likewise, she would often find herself wearing my pants.  The same thing used to happen with socks, tights and the like.  We, she and I, remain in rude health despite such carelessness with smalls.  

In addition, to assume that second hand clothes have always been worn in the manner God intended is verging on naïve.  Even if they have, there the are enthusiasts of the commando lifestyle who have never served in the Royal Marines.  One takes such a risk with all clothes, new and second-hand, furniture, hotel rooms, taxis...  

eskbanker

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....