Replacement of Faulty Goods - HotUKDeals
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Replacement of Faulty Goods

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I brought a jacket on Monday in London but the pocket was faulty, so returned it to a local branch of the same shop, but they didn't have the jacket at the sale price the London store did, so advised … Read More
tracy15 Avatar
7m, 2w agoPosted 7 months, 2 weeks ago
I brought a jacket on Monday in London but the pocket was faulty, so returned it to a local branch of the same shop, but they didn't have the jacket at the sale price the London store did, so advised me that if I wanted the replacement jacket I had to pay the price difference (extra £10). I told them that as I had the receipt & original price tag they should honour that price. I accepted a refund & said that I would take it up with their Head Office. I can not find anywhere that they can increase the price of a faulty/replacement item. Am I correct?
tracy15 Avatar
7m, 2w agoPosted 7 months, 2 weeks ago
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#1
Happened to me in that blue Inc store similar thing with a t shirt returned at same branch but they didn't exchange it offered me 10% off which wasn't even half of actual discount
#2
they are well within there rights to give you a refund. to be fair they don't even have to do that. some places offer nothing.
#3
you have got a refund so that is the end of the transaction - not really much you can do now

under the new laws im not sure how clear it is about replacements as i cant find anything in there about sale items and being charged the extra etc for it
#4
ayaz51
they are well within there rights to give you a refund. to be fair they don't even have to do that. some places offer nothing.


by law, faulty products must be refunded or exchanged.

you are thinking of changing your mind.
#5
In legal terms they are perfectly within their rights just to offer you a full refund.

However you would have really expected them to just replace the garment with no additional cost - poor customer service in my opinion.
#6
What is the name of the store you purchased your jacket from?
A lot of places have different policies but generally most places just let you exchange items if faulty
If you purchased something online and it arrived faulty then the retailers normally send you a replacement, i dont see why it should be any different in store.......unless they just dont care about customer services
#7
NuffinisFree
What is the name of the store you purchased your jacket from?
A lot of places have different policies but generally most places just let you exchange items if faulty
If you purchased something online and it arrived faulty then the retailers normally send you a replacement, i dont see why it should be any different in store.......unless they just dont care about customer services


within the first 28 days, the customer can demand a refund, regardless of the store policy, so it depends on what the customer wants really.

if anything, purchasing online offers you more rights as the consumer contracts regs (replace distance selling) give you added protection and options, particularly for change of mind
#8
The problem here is one of practicality. If they did not have a "perfect" replacement jacket in the same size and same colour then the question would not have arisen. Only a refund would have been possible. Then there is the issue of who the retailer is. Is it the outlet in London or the local outlet where you returned the jacket? It is very possible these days that many stores operate under franchise terms and although they may look the same in different locations they are in fact different in legal terms. Your transaction was with the store in London, not with your local store and not with some Head Office. Strictly speaking your local store probably had no legal responsibility.
Of course, "customer service" and good will are different matters.

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