To want to take this all the way after the response I got from customer service?

[create]

When we were away at October half-term, I bought a fleece jacket for DS1.

He loves it and has worn it quite a bit, but nothing unusual for a child's jacket.

The fastener on the zip has broken in two, meaning it can no longer be fastened.

As we don't have a branch of the shop locally, I emailed the website to see if there was anything they were prepared to do. Nearly didn't bother TBH, but was on-line anyway and only took a minute.

If I'd got a straight forward take it back to a branch, I'd have probably accepted that and not bothered.

What I did get was a one line response saying zips not covered by the warranty, which contained 2 spelling mistakes and a punctuation error, in one sentence!!

So, apart from the fact that afaic it's nothing to do with their warranty, the jacket just needs to be fit for purpose, I am really annoyed that a "Customer Service Advisor" could take such little care with her response.

I have asked for the name and address of the Chief Exec. AIBU?

I think I'd just get over it.

YANBU If the zip is broken item is not really fit for purpose. Therefore the company needs to replace it or refund it. Definitely write to head honcho and complain about the company's poor service.

Which one is it btw?

Yanbu - a response like that would rile me too.

I'd push it further if I were you. YANBU.

YANBU. As you say, their "warranty" is neither here nor there, the jacket isn't fit for purpose.
I'd forward the email to the CEO, but then I'm a bit of a cow!

Just out of interest, is it a Regatta jacket?

Asking as the zip on mine broke in two just before the cold snap.

It is about 4 months old.

YANBU

If the coat cannot be fastened, it is not fit for purpose and you would expect it to last longer than 6 or so weeks.

The lack of care in the letter would irritate me too

I got a v sniffy response returning a broken bag to a well known high street retailer, really arsey. Even though I'd phoned up and explained I no longer had my receipt, and could I still bring it back, just wanted an exchange or credit note... major major sniffiness when i got to the shop.

it's really offputting

YANBU- I wouldn't stand for that kind of fobbing off. Companies need customers and repeat business so I never undertsand crappy customer service. Take it all the way to the top! How dare they? Whatever next? The padding isn't part of the warranty? The buttons aren't part of the warranty? You didn't buy the zip separately- its part of the coat, therefore, its their problem. Grrrr.

It wasn't Regatta, it was Millets, a Peter Storm Jacket, so not expensive, but that's not the point!

I am going to write, mostly because I can't let such poor quality correspondence go!

Also though that I don't understand how someone working in the complaints department doesn't know that under the Sale of Goods Act 1979, goods need to be "fit for purpose and last a reasonable time". Surely that must be covering in whatever rudimentary training they get and if it's not it should be.

Someone else, dealing with a more expensive item might have accepted that if it's not under warranty, it's not the retailer's problem and that's just not right!!

Oh, OK there are typos in my post - but I'm just chatting not sending business correspondence

YANBU. Stores need to remember that without customers they wouldn't have a business.

It annoys me when check out staff moan how busy it is. Makes me suggest that I could go elsewhere.

Well, you couldn't make it up. I got a reply to the email asking for the Chief Exec's details and there's a $ in the post-code!!

how ridicolous!

Easily done, it must be a 4.

so the jacket has lasted 6 weeks? bloomin right i'd be arranging for it to be replaced

no excuse for the shoddy presentation in the customer service email either.

i mean, we can get away with it because this isn't in a professional capacity, but ALL client/customer facing emails should have the basics in place in a 1 line response.