Reiss returns/customer service - normal, or BU?

[LRDtheFeministDragon]

I bought a shirt from Reiss a few weeks ago. When I got to putting it on at home I found the stitching at the cuff had a hole in it. So I took it back and explained, and the woman at the till looked at it, said ok, fine, would I like another one? I don't TBH shop much at Reiss because of problems with quality before, so I said that I would rather not as I would worry it might be faulty again. I accept this is not the most polite thing to say, but it was honest and I thought a fair comment!

She said I could have a credit note, but if I wanted a refund it would have to go through customer services and I needed to give my number and email address, and they'd call me in a few days. I gave the details but this does seem a bit rude (as a store policy, not the shop assistant herself). After all she had already accepted it was fault (and it wasn't a subtle fault!), and she would happily have given me a credit note or an exchange. Is it me or is it a bit off to make me faff around in order to get actual money back? I can see why they'd do it, but it makes me a bit cross.

Does Reiss normally do this, and if it's happened to you, did they give you the money back promptly or is it a faff?

Your rights are that you take faulty goods back to the shop and have a refund. Full stop. They can offer you alternatves but you do not have to accept them.

Go back and insist.

Reiss do have a no refunds policy on returns but this cannot affect your statutory rights. The goods were faulty so you have a right to a refund and in my opinion should not be made to jump through hoops to get one. They can have whatever policy they like in relation to "I've changed my mind" type returns, but this was a fault.

Reiss are complete buggers about refunds. They never do them and are clearly trying to make it hard to get what you're legally entitled to. It's the reason I don't even bother going in.

I can demand a refund on the spot? That's good to know. I don't really mind getting it a few days later, to be honest it only really hit me after I walked out that it was a bit rude really, and now I'm slightly worried it might be quite a pain - I didn't really think it through, I've never had the situation before.

Ah. Damn. mypersonal that is what I was worried about.

So I cite my statutory rights if they make a fuss?

I have heard that about Reiss before. They have accused customers of deliberately damaging the clothes etc

looks like lots of unhappy customers

Eek. Thanks for the warning.

Mind you, she was absolutely fine with the fault being genuine when she offered an exchange/refund, so fingers crossed they won't try that.