Expensive Jacket from Outlet Store - Faulty

Wongus

Hello All,

Would like to engage on your expert views.

I purchased a jacket from an outlet 2 weeks ago, however I have discovered the threading coming loose at the cuffs and on one cuff the lining has now come loose so there is a hole.

The T+Cs for the outlet purchase is only exchanges or credit notes for returns within 20 days. However as I think this falls under faulty goods, I have a right to reject the product and receive a refund instead?

Any thoughts?

pinkshoes

Absolutely.  Faulty goods and less than 30 days so you can reject for a refund.

Let them know ASAP in writing that the jacket is faulty and you are rejecting it under the Consumer Rights Act.

Ayr_Rage

@Wongus your thread title says damaged and not faulty.

How often has the jacket been worn and how long have you had it?

Could this hole have appeared due to your actions?

Grumpy_chap

It is quite common for Outlet Stores to offer the "seconds" grade products.

What cost saving did you make versus full price?  Can a local tailor (often within the services from dry cleaners) simply fix the loose thread and for a low cost?

sheramber

Have you caught a thread on something like a bracelet or a watch?

It seems extreme to want a refund , rather than an exchange, for a jacket that you wanted.

If you can't sew it yourself than often dry cleaners offer a repair service. 

Wongus

Ayr_Rage said:

@Wongus your thread title says damaged and not faulty.

How often has the jacket been worn and how long have you had it?

Could this hole have appeared due to your actions?

I've had the jacket for 2 weeks, I have worn it maybe 5-7 times in that period. I did not do anything specifically to cause the damage. Good point on the wording. 

Wongus

sheramber said:

Have you caught a thread on something like a bracelet or a watch?

It seems extreme to want a refund , rather than an exchange, for a jacket that you wanted.

If you can't sew it yourself than often dry cleaners offer a repair service. 

No, the hole is on the right cuff, I don't wear any jewellery on that side. 

This was a very expensive jacket £600+ I expected much higher quality. This for me is a red flag and potential indication of broader build quality. After spending so much money why should I try and repair it myself?

sheramber

Wongus said:

sheramber said:

Have you caught a thread on something like a bracelet or a watch?

It seems extreme to want a refund , rather than an exchange, for a jacket that you wanted.

If you can't sew it yourself than often dry cleaners offer a repair service. 

No, the hole is on the right cuff, I don't wear any jewellery on that side. 

This was a very expensive jacket £600+ I expected much higher quality. This for me is a red flag and potential indication of broader build quality. After spending so much money why should I try and repair it myself?

If it is an outlet store the goods  may have failed quality control and that is why they are being sold in an outlet store. 

The brand may be top quality when sold for full price. 

Fixing it yourself may be a lot less hassle than dealing with an uncooperative retailer.

H ave you contacted them?

born_again

Wongus said:

Hello All,

Would like to engage on your expert views.

I purchased a jacket from an outlet 2 weeks ago, however I have discovered the threading coming loose at the cuffs and on one cuff the lining has now come loose so there is a hole.

The T+Cs for the outlet purchase is only exchanges or credit notes for returns within 20 days. However as I think this falls under faulty goods, I have a right to reject the product and receive a refund instead?

Any thoughts?

In person or online?

Wongus

It was purchased in-store, I have contacted central customer service as well as the store, waiting to hear back now. 

Ectophile

sheramber said:

Have you caught a thread on something like a bracelet or a watch?

It seems extreme to want a refund , rather than an exchange, for a jacket that you wanted.

If you can't sew it yourself than often dry cleaners offer a repair service. 

OP has a legal right to reject faulty goods within 30 days.  I don't see how exercising those rights can be considered "extreme", and OP has no reason to get the goods fixed at their own expense.