White company cardigan - quality issue, what will they do?

(15 Posts)
Jakadaal Fri 04-Jan-13 21:56:54

I returned something after washing it twice and it went all misshapen around the hem. I rang and they said they would a returns postage paid label - it never arrived so I ended up paying for the returns myself but I did get a full refund.

Zoidberg Fri 04-Jan-13 19:55:05

I got a £10 voucher when a swimming costume arrived a few days late - too late for my holiday. The next summer, wore it on holiday, elastic went all over the place within a week. Sent it back, got vouchers to full price, which I was okay with as it had been a year. They sent many apologetic emails at every turn so I was happy with their customer service. So I would return it with a stern letter about how it's just not good enough.

spudmurphy Fri 04-Jan-13 18:24:18

I emailed Chrissie Rucker the C.E.O. Of The White Company- but never got a reply and i wasn't complaining about their stock or anything , in fact it was all positive. Unlike the C.E.O. of John Lewis - received a lovely reply back.

Fluffycloudland77 Fri 04-Jan-13 17:53:13

I had 300tc bottom sheets that went to holes in 2yrs 10months and customer services say that is acceptable.

So I'm never buying from them again, which is a shame as I bought all my bedding at the same time so I can obviously expect the rest to be in tatters soon.

To summarise, they'll do fuck all as they have your money and the CEO wants a new yacht*

*this may not be true.

Tweet2tweet Fri 04-Jan-13 14:44:35

I had same problem. I sent back and received a refund in vouchers at most recent selling price. However I got proof of postage and that was good as they claimed they never received the cardigan. Took about 4 weeks to get all sorted though.

I will never buy pure cashmere from The White Company again.

DonaAna Fri 04-Jan-13 14:06:46

This is the reason why budget cashmere is often an total waste of money - it will pill terribly and you will need to spend a lot of time maintaining it. The problem is structural - the hairs that constitute the yarn are short and loosely spun, plus it's a knit, and there is always going to be friction in the armpit area and where your bag/coat rubs the cardigan.

But the holes that have appeared should really warrant a refund.

mewkins Fri 04-Jan-13 12:41:34

Hiya, I am no expert but I would say you are more than entitled to a full refund - regardless of fabric, a cardigan whether it cost a tenner or £100 should last a lot longer than 5 weeks. If it looks rubbish take it back or send it back. Quote the Sale of goods act (oft.gov.uk has a brilliant section on this) stating the relevant bits about their duty to provide goods of adequate quality. You can do this by letter or take into shop and kick up a stink! It is their responsibility to sort it out. Can't believe anyone would just accept that the just have to put up with poor quality stuff- don't let retaileras fob you off!! good luck!

FreshLeticia Fri 04-Jan-13 09:15:36

Cashmere does shed a bit at first. As Mycat says, use a de-piller thing to get it smooth again. It eventually stops. Holes are definitely not on though and should warrant a refund as the garment is not fit for purpose.

I had a problem with a linen cardigan last year and they were v quick to deal with it. I got exchange not refund but I was happy with that. Find the quality variable but when it's good it's really good smile

mycatlikestwiglets Fri 04-Jan-13 09:07:17

Cashmere does pill, so that isn't a quality issue in itself - you just need to defuzz with a specialist de-piller thingy <technical term>, or an emery board is a cheaper alternative (but be gentle!). I wouldn't expect a refund on that basis and doubt you'll get one. If you de-pill gently you can get cashmere looking like new again.

Holes though is a different story, and very much a quality issue. Unless you have moths, you shouldn't see holes appearing so soon, and particularly not away from seams (I find that even very expensive cashmere starts coming away at the seams after a while). In your position I would be going into a White Company store and asking for a refund as the top isn't of satisfactory quality. It shouldn't have developed holes after 4 wears.

I've had this with a very expensive silk blouse and they refunded upon receipt.

Their customer service is always fab and I live in their jersey dresses for work which I am always complimented on. Sorry I love The White Company.

MrsCampbellBlack Fri 04-Jan-13 07:03:23

I think white co quality is pretty dreadful now in everything.

I had vouchers for christmas and the only thing I'll be buying is candles.

Good luck! And its not good enough at all - boden would've had the refund on its way to you by now.

Pinkflipflop Fri 04-Jan-13 03:48:21

Really? That's so disappointing to hear; I love their clothes but if the quality isn't there I won't be buying again. Only recently discovered them too!

piprabbit Fri 04-Jan-13 03:39:08

Expect away - but I've got nothing positive to say about White Company customer service.

Good luck.

Pinkflipflop Fri 04-Jan-13 03:33:17

I bought a cardigan from white company about 5 weeks ago, worn it about 4 times and it hasn't been washed. It's a cashmere cardigan 100% and cost over £100.

Basically my problem is that it has started to pill and holes have appeared under the arm area (not at the seam).

I rang white company and the person said that I should expect some pilling with white company knitwear. TBH I didn't expect pilling but that's fair enough if it was nice neat small pills, my cardigan looks like 3cm stripes of pilling and to be honest now looks like a rag/tatty and something I got at a much lower price.

The person I spoke to said to send it back and they would look at it but couldn't make any promises of a refund or credit note.

AIBU to expect either? Is there anything further I can do as basically I would have been better to give away £100 as I can't wear this cardigan now. sad

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