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What are my rights re 2nd pair of faulty jeans

(7 Posts)
salsamad Sun 01-May-16 20:24:09

Can anyone offer me some advice. My 18 yr old DS paid £75 for a pair of faded/worn (but not ripped) jeans from a well known men's shop. After 6 wks the jeans developed slight rips and had gone thin across the knees (size 32 waist, 32 length), my son is tall and not overweight. He didn't want ripped jeans so asked me to return them - they argued in the shop that he'd fell over in them or had over worn them! The jeans had been worn a dozen times and washed 5 or 6 times. As it was past the four weeks from point of purchase they would not give me a refund and I had to take a replacement pair of jeans (exactly same as faulty pair) I argued that they weren't fit for purpose but the manager wasn't available as it was a Sunday and there was nothing else they would do. They wrote on my initial receipt that I'd had a replacement pair due to "damage" on original jeans, dated and signed it.
So two wks later the same fault is appearing in the jeans again. I took them back to the shop again today and the same assistants were in and were very rude and stated I could not have a refund only another replacement pair - due to previous pair being out of the 4 wk returns process that they follow. They quite snootily said that they'd had no other returns of these jeans! The other assistant said we'd obviously caused the fault when washing them - worn twice, washed once. No manager again and they couldn't ring head office as it was closed and they wouldn't give me head offices number. I wasn't getting anywhere with them so my DS is returning again with the jeans on Wed afternoon when the manager is in. Do we have to accept another replacement pair again? Can we insist on a refund and are there any consumer rights that would back us up?

prh47bridge Mon 02-May-16 10:21:18

Assuming the jeans were purchased after 1st October last year the Consumer Rights Act 2015 applies. The shop's policy is contrary to the law. As the original return was more than 30 days after purchase you were entitled to a repair or replacement. As the replacement is also faulty you are now entitled to a full refund.

Donthate Mon 02-May-16 10:25:27

Get on Twitter and start tweeting the company.

salsamad Mon 02-May-16 11:51:12

Thanks for your replies. I have posted a disappointed query on their Facebook page (afraid I aren't on Twitter). Jeans were brought originally end Feb returned/exchanged mid April. Will have to search for Consumer Rights Act. Was made to feel like we had damaged both pairs of the jeans on purpose just for refund and they were prepared to argue til they were blue in the face - I spent 30 mins in the shop in April until I finally got the replacement pair and there is never a manager available either.

wowfudge Mon 02-May-16 21:35:15

I would ring the head office and two visits and a poor attitude from the staff.

GasLightShining Sat 07-May-16 23:53:48

The four weeks return policy is surely for people who have changed their mind not for faulty goods

Last year in May I bought a pair of sandals from Next. In September they broke so I took them back with a copy of my bank statement and they refunded me without any arguments

How did your DS get on?

salsamad Mon 09-May-16 20:10:31

I contacted customer services and got the email address of the person who deals with complaints. I then emailed her with my story complete with photos of the receipt, the jeans and the consumer rights act 2015. She the emailed me back saying she had contacted the stores manager via email (she included my email) and had asked her to deal with my query/complaint - that was over a week ago and I have still heard nothing!!
My DS is now fed up with all the hassle and waiting around (he's 18 and not known for his patience) and he is going back to the store tomorrow and exchanging the faulty jeans for a different pair altogether. I wont go in this store with my DH or DS in future - the staff have been rude, difficult and most unhelpful.

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