Bleach stains ruined my clothes due to faulty sealed product at Home Bargains

LeeG91

Hi,

I recently visited a home bargains store and was dismayed to find that on leaving the shop I was covered with bleach stains from a mould removal spray that I purchased. I carried said item to the till (didn't have a basket) and once I had exited the store and sat down in my car I looked down to discover that the spray liquid had clearly leaked onto my front, ruining my coat, trousers and shoes in the process. 

I have written to the store's complaints team and they, predictably, deny any responsibility or even the possibility that the item was sealed incorrectly and that they are unwilling to compensate me. What are my rights here? I have photo evidence of the damage, the receipt for the transaction and can clearly see that the mould removal spray bottle is leaking (I cannot identify the precise source; it must be small, but after wiping it down and leaving it for several hours on my kitchen counter I have found that small amounts have collected at the base of the botttle).

I can argue with them but I fear it will just be futile - what options do I have to escalate this? Is there an ombudsman I can write to or would I be better going through mediation or a small claims court? Would appreciate any advice from anyone who has had a similar experience or is highly knowledgeable in consumer rights.

Thanks
Lee

TELLIT01

Did you go back into the store immediately you noticed it was leaking?

If only a small amount leaked after several hours on your kitchen counter how could a presumably similar amount of leakage cause so much damage to your clothes?

LeeG91

We're talking about bleach, which only requires small amounts to cause considerable amounts of damage. When I say a "small amount", I'm talking about enough for several droplets/daubs, That will completely strip the dye from areas it makes contact with. 

No, I didn't go back in the store - that I regret, but I considered that they would tell me to write to their complaints team anyway so resolved to do just that. 

Brie

Escalate your complaint to the manager of the store and then on to the MD if it's still unresolved.

Only time I've seen something similar was someone who returned immediately to the store with a dripping bottle of bleach and wearing what were now two tone jeans.  They were given a full refund on the bleach and compensation that was likely going to allow them to buy new jeans.  Not sure how they managed to get home because if they got in their car they likely would have ruined the upholstery but I guess that by then the store would have said that was the customer's own fault. 

Merlin139

Based on your description it might have a small hole/crack in it and you holding the bottle / squeezing it may have caused the liquid to spray over your clothes.

If you did not return to the store on the day in question to complain, then I would suggest you do not have a leg to stand on. It would be the case that the store can easily deny responsibility. 

LeeG91

See, I get that returning to the store immediately feels like it makes a difference with respect to the veracity of the complant, but it shouldn't. I lodged my complaint on the day of the incident, but I just so happened to elect to do it via written form rather than verbally in-store. Their contention is that the bottle leaked after I left the store rather than inside it, so what difference does it make if I returned in person? They could still deny it. 

Anyway, thank you for your responses and advice. I have asked for my case to be escalated to a manager and I'll see where things go from there. 

DullGreyGuy

LeeG91 said:

See, I get that returning to the store immediately feels like it makes a difference with respect to the veracity of the complant, but it shouldn't. I lodged my complaint on the day of the incident, but I just so happened to elect to do it via written form rather than verbally in-store. Their contention is that the bottle leaked after I left the store rather than inside it, so what difference does it make if I returned in person? They could still deny it. 

Anyway, thank you for your responses and advice. I have asked for my case to be escalated to a manager and I'll see where things go from there. 

They could, but its harder to deny a person who is standing there with a dripping bottle, clothes that smell of bleach and whatever damage it did. Obviously the longer the time passes between the incident and the report the more chances there are you could have dropped the bottle and caused the leak yourself unknowingly etc. 

What damage has it actually done? On initial reading I assumed you've now one white trainer and one black but based on the counter details I'm now thinking its probably a couple of specs on the different items and so "ruined" may be a little OTT.

LeeG91

I have some long streaks down the front left part of my jacket and several splotches the corresponding side of my trousers and left shoe. You can argue the toss about what constitutes "ruined" - the items are still wearable but unsightly and I think most people, perhaps yourself excepted, would not wish to wear them now. 

Skiddaw1

It doesn't take much bleach to ruin a garment. It's happened to me in the past (though purely my own fault) so I can sympathise.

Ergates

LeeG91 said:

See, I get that returning to the store immediately feels like it makes a difference with respect to the veracity of the complant, but it shouldn't. I lodged my complaint on the day of the incident, but I just so happened to elect to do it via written form rather than verbally in-store. Their contention is that the bottle leaked after I left the store rather than inside it, so what difference does it make if I returned in person? They could still deny it. 

Anyway, thank you for your responses and advice. I have asked for my case to be escalated to a manager and I'll see where things go from there. 

More importantly:  If you find a bottle has leaked bleach onto your clothes, it's probably on your skin too.   If you ever find yourself in a similar position again (or if anyone else does) - return to the store (or the nearest shop with a toilet) immediately and wash your hands.

Bleach is caustic and if left on your skin long enough will burn.   By the time you feel it, it's too late, and it is not a pleasant experience.

TELLIT01

LeeG91 said:

See, I get that returning to the store immediately feels like it makes a difference with respect to the veracity of the complant, but it shouldn't.

Of course it makes a difference.  If returned to the store within minutes of purchase it's very difficult for them to claim that the damage was done elsewhere.  By taking it home and then returning to the shop even on the same day, leaves scope for the shop to claim the bottle may have been dropped later.