Mountain Warehouse jacket stitching coming apart

shabnamp182 · 26 February at 11:29PM

Hi I’m not sure where I stand with this but I bought a jacket from mountain warehouse which was on sale on the 08/12/24. I’ve noticed the stitching is coming apart from the left sleeve and shoulder to the extent the padding is showing. What are my rights in getting a refund or replacement 12 weeks after purchase? Thanks in advance

Alderbank · 27 February at 1:31AM

It depends on why the stitching is coming apart.

If it's because of a manufacturing fault such as poor stitching you are entitled to a repair or replacement, or a refund if either of those is not practicable.
If it was caused after you bought it, for example because excessive force was applied, then they are not obliged to do anything.

Your first step would be to go back to the shop and speak to the manager.

the_lunatic_is_in_my_head · 27 February at 7:57AM

Hello OP

Within the first 6 months burden of proof sits with the retailer so it's down to them to demonstrate the goods don't have a problem rather than the issue being user error.

Hopefully a trip to store will see the matter resolved, if not you can use the email contact on the CEO email website to hopefully get a better response.

Mountain Warehouse are like DFS, their RRPs don't represent the true value of their own brand stuff and the discounted prices are the going rate, quality is OK but either way you'd expect a coat to last longer than this has assuming no mistreatment

happyshopper · 27 February at 2:09PM

I had a very similar issue with a Mountain Warehouse putty coat a few months after purchase. I took it back to the shop where I'd bought it and they let me exchange for another item without quibbling. I also think they'd have done a refund. I suspect it's pretty common there as they didn't argue at all, just asked to see proof of purchase.

ripplyuk · 27 February at 4:03PM

Send them that photo. I’ve found Mountain Warehouse to have very good customer service. There’s every chance they’ll refund or replace it without any hassle. Please report back if they do not.