Damaged coat

Mummy_Shopper

Recently I visited a local store and my coat got caught on a metal rod hanging from a sweet display. The coat has torn and I have raised a complaint with the store. They've watched the CCTV footage, have the photographs I took and have my proof of purchase. They've agreed to reimburse me the cost of the coat but are now asking for the coat to be sent to them before they send payment. I have questioned why they need the coat as well and they have stated for 'auditing purposes'.

I just want to know if this is right as I feel they are inconveniencing me further...

elsien

Mummy_Shopper said:

Recently I visited a local store and my coat got caught on a metal rod hanging from a sweet display. The coat has torn and I have raised a complaint with the store. They've watched the CCTV footage, have the photographs I took and have my proof of purchase. They've agreed to reimburse me the cost of the coat but are now asking for the coat to be sent to them before they send payment. I have questioned why they need the coat as well and they have stated for 'auditing purposes'.

I just want to know if this is right as I feel they are inconveniencing me further...

Do you want them to reimburse you or not? If you do then if they want to see a damaged coat to inspect it properly that is their prerogative.

They are probably wanting to make sure there isn’t any deliberate damage.

If it’s a local store it’s not going be a huge inconvenience to drop it in in passing is it?

lisyloo

Seems ok to me. They might be obliged to check for fraud.
Evri do parcels for £3.20 if it's inconvenient to visit.

Hoenir

They've offered you a brand new coat. Why the objection? Did you plan to mend and keep the old one ? 

the_lunatic_is_in_my_head

lisyloo said:

Evri do parcels for £3.20 if it's inconvenient to visit.

Would do RM Tracked 48 (if less than £150) with free collection/PO drop off for the extra 19 pence  

https://send.royalmail.com/send/youritem?country=GBR&format&weight=&weightUnit=G

Yes OP I guess if they are paying for the coat they can ask to have it  

Mummy_Shopper

They can see from the cctv footage what happened, and have asked for it to be posted to an office, not handed in at the store. Would have been easier to do it that way! Thanks for sharing your thoughts, it's good to hear others opinions

screech_78

They are reimbursing you for the coat, so therefore it now belongs to them. 

Unless the coat was purchased brand new that day, you’re not even entitled to the full cost of it back. 

I’d do what they ask before they change their mind. 

ButterCheese

screech_78 said:

Unless the coat was purchased brand new that day, you’re not even entitled to the full cost of it back. 

I think they are.  It's the cost of replacing it, not it's second hand value.  Otherwsie you'd have to try and find the same coat of the same age in the same condition on sale somewhere; the research into which would cost more than the coat unless it's a Prada Versace Ultra Gold Rare Edition

elsien

Unfortunately, people do try it on shops In any number of different ways so the retailers do tend to want to doublecheck everything when it comes to paying out, for obvious reasons. 

sammyjammy

It would never occur to me to even try and get recompense for this, I would have just assumed its my fault and suck it up!

LightFlare

ButterCheese said:

screech_78 said:

Unless the coat was purchased brand new that day, you’re not even entitled to the full cost of it back. 

I think they are.  It's the cost of replacing it, not it's second hand value.  Otherwsie you'd have to try and find the same coat of the same age in the same condition on sale somewhere; the research into which would cost more than the coat unless it's a Prada Versace Ultra Gold Rare Edition

That would be betterment which isn't "allowed"

Unless you have a policy that specifies new for old