Faulty Return

[maria102]

Not sure what to do about this, someone brought a dress back today that apparently shrunk when she washed it in cold water. Its at least half the size of the original and is made of jersey fabric. I said I'll ring the label tomorrow, but in truth, I can't see it shrinking so drastically if she did wash it in cold water. It was wet, knackered and in a morrisons carrier bag which didn't help the cause. Should I just refund anyway? its was £70.

 

[cycloneuk]

Are you sure it is the same dress lol clearly been on a hot wash otherwise which is hard to prove. Looks like you may have to smile and refund on this one.

 

[maria102]

Are you sure it is the same dress lol clearly been on a hot wash otherwise which is hard to prove. Looks like you may have to smile and refund on this one.

Yep, I know, basically I do think its been on a hot wash but its my opinion against her word, so I probably will just refund rather than call her a liar .

 

[Beachcomber]

See what the label / manufacturer says. If they refuse to believe the damage can be done by cold washing then ask for their evidence and pass this on.

Unless the customer is a regular or you stand to lose out then don't be afraid to tell her she must have been 'mistaken'

Looks like she's ballsed up on the washing machine setting and is trying it on.

 

[maria102]

See what the label / manufacturer says. If they refuse to believe the damage can be done by cold washing then ask for their evidence and pass this on.

Unless the customer is a regular or you stand to lose out then don't be afraid to tell her she must have been 'mistaken'

Looks like she's ballsed up on the washing machine setting and is trying it on.

The label says hand wash at 30, she says she washed it in cold water. Basically its t-shirt material, and I really doubt that it would shrink in cold water. She lives locally and wouldn't leave it with me, so has taken it away and I will ring her tomorrow.

If I ring the agent, its pretty much a given that they will say they have had no problems with it.

 

[KM-Tiger]

Don't the wash labels in garments change in some way when they have been in too high a temperature? Change colour or fade or something.

Or am I imagining someone told me that?

 

[maria102]

Don't the wash labels in garments change in some way when they have been in too high a temperature? Change colour or fade or something.

Or am I imagining someone told me that?

That would be a good point, but the colours haven't run into the label at all (or into the dress).

 

[Beachcomber]

The label says hand wash at 30, she says she washed it in cold water. Basically its t-shirt material, and I really doubt that it would shrink in cold water. She lives locally and wouldn't leave it with me, so has taken it away and I will ring her tomorrow.

If I ring the agent, its pretty much a given that they will say they have had no problems with it.

It's hard to tell a customer they are lying - even if you both know it's true.

Personally I'd 3rd party the problem to the supplier.
Tell the customer that you have had it out with the supplier - they have said the damage simply cannot happen in cold water, a total physical impossibility. Tell your customer you told the supplier what she had told you, that you 'fought her corner' for her and tried to get them to swap it but they stood fast and said it simply cannot happen so it must have been washed at a higher temp.

Tell your customer that you obviously believe it was washed in cold water as thats what the customer told you " and you wouldn't lie to me would you?" etc.

Offer a 20% discount (for example) on another item - say your hands are tied and it's the best you can do, wish you could do more etc.

This approach will put you on the customers side, avoid confrontation, show you are going out of your way to get it resolved and have offered a discount out of your own pocket because you feel for her. She's hardly likely to take it to trading standards is she?

It may be a bit of a little white lie, but so's telling my son his head will cave in if he picks his nose - sorts the problem with no harm done.

 

[deniser]

I would refund it and just send it back to the manufacturer for a refund - they usually give you the retailer the benefit of the doubt. And it keeps the customer happy too.

 

[360interactive]

Personally I'd 3rd party the problem to the supplier.

But the customer dealt with Maria, not the 3rd party supplier?

Personally I would just refund it. It's your word against hers.

 

[Tej]

Ask her to put the complaint in writing,detailing out how the dress was washed etc.. as you have to send the dress off to the manufacturer/supplier for them to test!
You can tell her that you would obviously give her a full refund, when you hear back from the supplier/manufacturer.. after they have done their tests etc.if it was in fact a fault in manufacture!
" The complaint in writing.. with address/signature usually works. If she is lying.. guess the matter would be dropped.. and would you want a customer like that anyway?
just my 2 cents

 

[lockie]

There is a business opportunity there for somebody.Why arent garments that are only cold wash fitted with tags that change if hot washed ?
Seems like the industry could use its to prevent this type of thing.

 

[Taylorn]

My partner runs a retail clothes shop and it is against his company policy to give a refund, he only gives credit notes. So how about taking it up with the manufacturer and see if you can get money back for your business but give customer the credit note that way she can only spend the money back in your shop so you minimise your direct loss - kind of. If there is a manufacturer fault which this is then he specifies that all faulty items are sent to manufacturer for inspection. So this way it is not him saying that he can't refund it but the manufacturer.

 

[maria102]

There is a business opportunity there for somebody.Why arent garments that are only cold wash fitted with tags that change if hot washed ?
Seems like the industry could use its to prevent this type of thing.

They do something along those lines with mobile phones, so clothes would be a good idea.

Think I will just refund, I just get a bit tired of people taking the mick though, bringing things back outside of our returns policy date limit, labels off etc.

 

[maria102]

My partner runs a retail clothes shop and it is against his company policy to give a refund, he only gives credit notes. So how about taking it up with the manufacturer and see if you can get money back for your business but give customer the credit note that way she can only spend the money back in your shop so you minimise your direct loss - kind of. If there is a manufacturer fault which this is then he specifies that all faulty items are sent to manufacturer for inspection. So this way it is not him saying that he can't refund it but the manufacturer.

I thought you had to give a refund by law if its faulty? I think a good compromise would be a credit note though.

 

[Beachcomber]

But the customer dealt with Maria, not the 3rd party supplier?

Personally I would just refund it. It's your word against hers.

Yes, the customer dealt with Maria which is why she has to help resolve the situation but rolling over and refunding £70 only encourages further fraud (if, as it sounds, the item has been mishandled)

I used to work with a girl who would routinely buy expensive clothes for a night out - wear it, then unpick a seam or otherwise damage it so she could get a refund, did it for years - and she was far from the only person doing it.

 

[Taylorn]

I think so if it's faulty - but let the manufacturer decide. At the end of the day its business and not personal. If you are not going to get your money back then you are paying out of your own pocket. Unless the customer is a regular I would re-lay whatever the manufacturer says.

Definitely try using credit notes all the time instead of refunds, will be a lot less headache for you.

 

[taggingsupplies]

Hi Gorgeours Maria

Legally once its been used and it has been or it wouldnt of been getting washed then the it lies with the person who made the garment, not you.

I also had a customer saying an item at £150 was broken and i tested it before shipping and worked fine, i bowed in and done a full exchange. The broken one i will repair and sell as a pre owned unit now, on your case once its out the wrapping and been used you dont legally have to refund or exchange, its all done to a Goodwill gesture.

 

[An Oasis]

Silly tale for you Maria.

In my 20's I had a sheepskin jacket that eventually got a bit too dirty and did not smell too pleasant, so I stuck it in the washer it emerged large enough to fit a three year old.

I'm a bloke…never thought that you could not just stick it in the wash but I never asked for a refund, I did realise that I had been a twit. Perhaps your client is really a twit, in which case, no refund!?

 

[maria102]

Silly tale for you Maria.

In my 20's I had a sheepskin jacket that eventually got a bit too dirty and did not smell too pleasant, so I stuck it in the washer it emerged large enough to fit a three year old.

I'm a bloke…never thought that you could not just stick it in the wash but I never asked for a refund, I did realise that I had been a twit. Perhaps your client is really a twit, in which case, no refund!?

Me and Curly were talking about this tonight, we've ruined loads of our clothes recently as we are not very domesticated, pink foam in the washing machine, navy blue foam....we are systematically ruining all our clothes because we are so clueless, but I wouldn't dream of taking them back!

*I also thought it was a bit weird she wouldn't leave it with me when I said about sending it away.

 

[lockie]

Why dont you get a marker or similar and try a little experiment about what comes off in a hot wash or in a cold wash ? When you find the right one place a small mark on the label inside the garment.Next time it happens theres your proof.

Next mark all their sale items in this way to prevent people taking stuff back for full price refunds.

 

[jo12345]

you could say you need to send it off to the manafacturer as they need to do tests to see if it has been put through a hot wash, then if they are lying they may not want to have the garment tested

 

[maria102]

you could say you need to send it off to the manafacturer as they need to do tests to see if it has been put through a hot wash, then if they are lying they may not want to have the garment tested

When I mentioned that, I thinks that's why she didn't want to leave it...grrrhhh...It looked so ridiculous, its gone from a dress to a cropped t-shirt, and a bobbly one at that!

 

[Beachcomber]

Small consolation - congrats on your 3000th post!

 

[maria102]

Small consolation - congrats on your 3000th post!

I noticed that! I can't half flippin rabbit can't I?!!

 

[websnail]

It looked so ridiculous, its gone from a dress to a cropped t-shirt, and a bobbly one at that!

Oh boy... Ok... now if my laundry lessons 101 are up to scratch that means she could be correct about the wash being cold... what she may have neglected to mention was the tumble drier treatment afterwards.

All this aside though I think the advice to date is about right.. For my 10 penneth worth I'd bump it up the chain with the supplier and request their story in writing so you can forward it on for testing.

They'll probably try to argue the toss but putting it in writing is a bit of a line to cross... and heck if all else fails, the whole store credit only approach... I do have to wonder if you want this person as a customer again though. You may be making a rod for your own back..

 

[maria102]

Oh boy... Ok... now if my laundry lessons 101 are up to scratch that means she could be correct about the wash being cold... what she may have neglected to mention was the tumble drier treatment afterwards.

Thats what Curly reckons, and then she brought it in wet to try and prove the point..

I do have to wonder if you want this person as a customer again though. You may be making a rod for your own back..

Yep that crossed my mind too, we've only had about four in the six months we have been open. The last one I was firm with as she was turning into a serial returner. Bought two dresses, so I discounted the second, started to print out a receipt, she said it wasn't necessary as she loved them (big mistake)....two weeks later they both came back, one with all labels missing, so I gave her a credit note and she got some sale stuff in exchange...three weeks later she brought one of the tops back as she really didn't like it.. we have a sign up explaining the returns policy so I pointed her at that, and after about ten minutes of her hanging around she left, very awkward.

 

[websnail]

Ouch... apparently she thought you were Mr Bens costume rental...

Some people eh? *sigh*

 

[moose88]

refund her in vouchers that she has to spend in the shop. perfect solution.

edit: ohh and sell it as a shirt instead of a dress

 

[maria102]

Well, the goodwill gesture didn't work, she said she wants a full refund

 

[fergusmum]

I know this posts a bit old now, but what happened? By the way you are required to give a refund by law if the item is faulty, you can offer a credit note, but if they demand a refund it is your word against theirs im afraid. It doesn't happen very often thanks goodness, but i have never refused a refund request even when i think its customer error (or on purpose)! We had a repeat returner, who prob only spent about £10 and had about 5 exchanges for her moneys worth, i printed a small returns form on my computer, just giving details of item returned, what it was exchanged for & customer name & address, once she d filled 1 of these in she never came back!

 

[Blush]

if any item is faulted you have to refund and take it up with manufacturer.fortunately we don't have many refunds to do in the shop!
We do, however, have many customers who buy an item, wear it once, then return it and expect a refund several days later.When we explain we don't fo refunds only credit note or exchanges they always take the item away with them, strange that? But faulted goods we do, unless of course the customer has damaged the goods themselves then we don't

 

[maria102]

I spoke to the Trading Standards and found out my obligations, I am not obliged to give a refund if the garment has been mistreated. I offered the customer a credit note as a gesture of goodwill or offered to send it off for inspection, though if the label still insisted it was misuse after I sent it off, I would retract my offer of the credit note. I havent heard back yet. There are times when its iffy and I give a refund/credit note, but I have to draw the line somewhere and I chose to do it here as if washed in cold water, it would have been impossible to shrink it to nearly half it size, ridiculous. I don't mind taking some of the loss, but I didn't want to be out of a pocket nearly £100.

 

[Tom McClelland]

I spoke to the Trading Standards and found out my obligations, I am not obliged to give a refund if the garment has been mistreated. I offered the customer a credit note as a gesture of goodwill or offered to send it off for inspection, though if the label still insisted it was misuse after I sent it off, I would retract my offer of the credit note. I havent heard back yet. There are times when its iffy and I give a refund/credit note, but I have to draw the line somewhere and I chose to do it here as if washed in cold water, it would have been impossible to shrink it to nearly half it size, ridiculous. I don't mind taking some of the loss, but I didn't want to be out of a pocket nearly £100.

Their reluctance to allow the garment to go back to the supplier for inspection allows us to draw our own conclusion.

As a young lad living in my own flat without someone with the correct chromosomes to understand this stuff ( :redface: ) I destroyed a really nice (and extremely expensive) woolen top after wearing it once by sticking it in the wash. I must admit that it didn't occur to me to return it to the shop and claim that it had shrunk in cold water. (which I think is impossible anyway). Obviously I just don't have the right enterprising spirit.