Shirt bought from Flannels poor quality - MCOL?

dv123

Hi,

In summary, my wife bought me a designer shirt as a wedding present, ordering online in June 2024. After our wedding in November 2024 I was gifted this, and upon trying it on a few times, 2 of the buttons came off. The size of the shirt was correct, so it wasn't as if it was a lot smaller size.

After we got back from our honey moon in December 2024 we contacted Flannels online (this was within a few days of 6 months since purchasing) who said to sent the shirt in.

We then get a reply a few days later to say they will be unable to refund or exchange the shirt as the damage has been caused by an external factor and not as a result of a manufacturing issue. They said said if we believe the damage was caused by a manufacturing fault, we will need to seek an independent inspection and provide them with the inspection report.

Where do we stand with this? Our bank can't investigate a chargeback as its over 120 days. Is MCOL the only way forward? (Shirt value is close to £500)

We went instore to our local Flannels and actually saw two of the same shirts on the rack, with buttons missing. So that is not a good sign!

Many thanks

MattMattMattUK

dv123 said:

Hi,

In summary, my wife bought me a designer shirt as a wedding present, ordering online in June 2024. After our wedding in November 2024 I was gifted this, and upon trying it on a few times, 2 of the buttons came off. The size of the shirt was correct, so it wasn't as if it was a lot smaller size.

After we got back from our honey moon in December 2024 we contacted Flannels online (this was within a few days of 6 months since purchasing) who said to sent the shirt in.

We then get a reply a few days later to say they will be unable to refund or exchange the shirt as the damage has been caused by an external factor and not as a result of a manufacturing issue. They said said if we believe the damage was caused by a manufacturing fault, we will need to seek an independent inspection and provide them with the inspection report.

Where do we stand with this? Our bank can't investigate a chargeback as its over 120 days. Is MCOL the only way forward? (Shirt value is close to £500)

We went instore to our local Flannels and actually saw two of the same shirts on the rack, with buttons missing. So that is not a good sign!

Many thanks

You need to get an independent report stating that the item was faulty. If you go down the small claims route you will almost certainly fail based on the timescale and zero evidence you have at present. 

Tucosalamanca

Is the easiest solution not to just take it to a local tailor or seamstress and have it repaired for a few pounds?

DullGreyGuy

Its over 6 months old so the responsibility is on you to prove its faulty and not either fair wear or user damage which will be the same if you go to court. 

Given it's over 30 days old you have no right to a full refund, undoubtedly it will cost a lot less than £500 to get someone to restitch the buttons. 

Dont understand why someone would pay £500 for an off the shelf shirt just because it's got some blokes name on the label. There are travelling shirt makers from Naples that will make a bespoke shirt uniquely for you for a lot less. 

Aylesbury_Duck

If you've still got the buttons, just sew them back on.  It will be a lot easier than doing what you need to do to get a resolution from the retailer.  They're correct that after six months (and your description wasn't entirely clear - were you within the six months or just outside it?) they can ask for you to get it inspected.  Anyone capable of inspecting it will sew two buttons on for a few quid.  It's by far the easiest route to a solution.

Unless there's some buyer's remorse at play here and you don't actually want the shirt any more?

Okell

dv123 said:

...  After our wedding in November 2024 I was gifted this, and upon trying it on a few times, 2 of the buttons came off. The size of the shirt was correct, so it wasn't as if it was a lot smaller size....
... Where do we stand with this? Our bank can't investigate a chargeback as its over 120 days. Is MCOL the only way forward? (Shirt value is close to £500)...

Although I usually take the side of the consumer, I don't think any judge would consider it reasonable to sue anybody for a couple of buttons falling off a shirt - even if it was bought for a ludicrous price*.

You'd be in danger of getting your claim tossed out and costs against you.

Can't you or your wife sew a couple of buttons back on?

Incidentally, "gift" is a noun not a verb.


*In my experience so-called designer products often display poorer quality materials and finishing than something you could buy in M&S.  

Aylesbury_Duck

Okell said:

dv123 said:

...  After our wedding in November 2024 I was gifted this, and upon trying it on a few times, 2 of the buttons came off. The size of the shirt was correct, so it wasn't as if it was a lot smaller size....
... Where do we stand with this? Our bank can't investigate a chargeback as its over 120 days. Is MCOL the only way forward? (Shirt value is close to £500)...

Incidentally, "gift" is a noun not a verb.
 

  Thank you.  One of my pet peeves, along with "invite" being used as a noun.  

user1977

Okell said:

dv123 said:

...  After our wedding in November 2024 I was gifted this, and upon trying it on a few times, 2 of the buttons came off. The size of the shirt was correct, so it wasn't as if it was a lot smaller size....
... Where do we stand with this? Our bank can't investigate a chargeback as its over 120 days. Is MCOL the only way forward? (Shirt value is close to £500)...

Incidentally, "gift" is a noun not a verb.

You'll need to take it up with the OED then:

gift

verb

[with object]

1 give (something) as a gift, especially formally or as a donation or bequest: the company gifted 2,999 shares to a charity

1.1 present (someone) with a gift or gifts: the queen gifted him with a heart-shaped brooch

1.2 (gift someone with) endow with (something): man is gifted with a moral sense

1.3 informal inadvertently allow (an opponent) to have something:[with two objects] : the goalkeeper gifted Liverpool their last-minute winner

dv123

DullGreyGuy said:

Its over 6 months old so the responsibility is on you to prove its faulty and not either fair wear or user damage which will be the same if you go to court. 

Given it's over 30 days old you have no right to a full refund, undoubtedly it will cost a lot less than £500 to get someone to restitch the buttons. 

Dont understand why someone would pay £500 for an off the shelf shirt just because it's got some blokes name on the label. There are travelling shirt makers from Naples that will make a bespoke shirt uniquely for you for a lot less. 

Thanks all. So just to clarify, we contacted Flannels about the problem within the 6 months of purchasing the item, so even though right now we are outside the 6 months, we informed the retailer within the 6 months.

Yep we can re-stich 2 of the buttons that have broken, but our main gripe was for the price of this, buttons shouldn't fall out when you first try it on. Because my wife bought it in advance of our wedding, it was sitting around for months before I even tried it on.

Only thought process of going down small claims was, if we win, we would (hopefully) get a refund on the shirt.

DullGreyGuy

dv123 said:

DullGreyGuy said:

Its over 6 months old so the responsibility is on you to prove its faulty and not either fair wear or user damage which will be the same if you go to court. 

Given it's over 30 days old you have no right to a full refund, undoubtedly it will cost a lot less than £500 to get someone to restitch the buttons. 

Dont understand why someone would pay £500 for an off the shelf shirt just because it's got some blokes name on the label. There are travelling shirt makers from Naples that will make a bespoke shirt uniquely for you for a lot less. 

Thanks all. So just to clarify, we contacted Flannels about the problem within the 6 months of purchasing the item, so even though right now we are outside the 6 months, we informed the retailer within the 6 months.

Yep we can re-stich 2 of the buttons that have broken, but our main gripe was for the price of this, buttons shouldn't fall out when you first try it on. Because my wife bought it in advance of our wedding, it was sitting around for months before I even tried it on.

Only thought process of going down small claims was, if we win, we would (hopefully) get a refund on the shirt.

You only have 30 days to reject goods so it was after that.

Certainly were I the defendant I would be highlighting the fact that the cost of repair is materially cheaper, even if you get someone to restitch every button on it, and the Consumer Rights Act gives the merchant the option to repair or replace if one is materially cheaper than the other. 

£3 a button if you go somewhere fancy, presumably 10 buttons on the shirt, £30. Our local place is £1/button. Aforementioned Italian shirt makers replace them for free (only had 2 buttons fall off in 15 years from 20 odd shirts I had from them)

born_again

Flannels are part of the Frazer group. Who are Sports Direct in reality.
So sadly not what you would consider a designer brand 🤷‍♀️

Buttons coming off. MSE way sew them back on 👍