Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Flip

Original poster

To complain about this bag?

16 replies

Littleroobe · 21/08/2014 12:08

My DH purchased a bag for my birthday for about £100 (The one with the dog on!)

The bag has probably been used 4 or 5 times since June as I currently have a 4 month old DD and usually just put stuff in her change bag. I only use this bag when she's not with me so not very often at all!

The lining is starting to come away from the stitching so IMO it's faulty. As shown in the pic.

However the problem is that the store is 70 miles away and no store nearer. I've contacted their customer services and they just said to take it back to the store with the receipt (which luckily I have but I feel even if I didn't they should replace it as it's faulty!). So WIBU to demand my petrol money back too as it's a 140 mile round trip!

OP posts:

WooWooOwl · 21/08/2014 12:12

You can try demanding petrol money, but it would be pointless, they don't owe you petrol money and would probably end up pissing themselves laughing at you the minute you leave the shop.

Original poster

Littleroobe · 21/08/2014 12:14

I wouldn't demand it from the store but from their head office. IMO they do owe me the money as I wouldn't be going there if it was faulty. I actually really like the bag.

OP posts:

Numanoid · 21/08/2014 12:16

Whether you get any petrol money depends on which store it is, some won't do it, some will give a voucher. Worth asking though. :)

WooWooOwl · 21/08/2014 12:17

Can you prove that you wouldn't be going there if it weren't for the faulty bag?

I get your frustration, but really, they don't owe you petrol money.

You could call the store directly and see what they suggest, and if it's as paid for on a credit card then the CC company might help if the store is difficult about refunding or replacing the bag.

SorryForTheTypos · 21/08/2014 12:18

I had an issue when I took something back to a high street store - the assistant basically accused me of ripping the seam myself. I was furious. I spoke to head office and they asked me to post the trousers to them. They refunded them and my postage. Could you try posting it back to head office on a similar basis and asking for your postage to be reimbursed?

paddleduck · 21/08/2014 12:22

Can't you post it? ????I've had to do that before

Original poster

Littleroobe · 21/08/2014 12:25

It was directly from one of their stores not even as part of a department store. I cant prove it as such, but I'd have no reason to travel there otherwise but obviously they don't know this!

Worth a try re CC company thanks.

I tried the head office they just said ring the store which is really no help as I say it's miles away. Although I will try them when DD has her nap!

OP posts:

LadyLuck10 · 21/08/2014 12:25

You have to be joking! You are right in that they should refund you, but how you get to the store is your problem. Apart from giving them a laugh they would probably say no.

HighwayDragon · 21/08/2014 12:28

ime Radley bags are notorious for the lining coming away, buy a mulberry next time as for the petrol, I don't think you have a leg to stand on.

Catsize · 21/08/2014 12:31

They should refund the cheapest method of return, which in your case is postage. You should be put back in the position you were in before the contract was entered into. In other words, no loss to you.

Original poster

Littleroobe · 21/08/2014 12:34

To be honest Catsize that's what I expect. I understand that asking for petrol is a bit (just throughly annoyed and sleep deprived) but they could have offered to refund postage upon receipt of the bag.

OP posts:

Callani · 21/08/2014 12:35

Speak to the head office and say that you're happy to post it, but if they insist on you returning to a store then you'll be expecting them to reimburse your petrol (return journey).

FWIW I work for a company where we will automatically reimburse travel (and time) expenses automatically if a customer has to come in to complain about something, or even if they have to travel to chase something up so I don't think it's extraordinary - if anything it's part of good customer service.

SistersOfPercy · 21/08/2014 13:29

My Dad bought me a Radley bag not long before he died, it was £200. About 10 months later the stitching around the handle came loose. I called them and explained and they immediately offered to replace it. I explained that it held a lot of sentiment for me and they offered to have it repaired instead.

I sent it to them via special delivery, they fixed it, cleaned it and sent it back in a week.

Contact them via their Facebook page instead, I suspect you'll get an instant result if you explain you can't return it that way.

SistersOfPercy · 21/08/2014 13:30

Oh and to add highwaydragon I have 14 radley bags (it's a scottie thing ) and aside from the handle on that one I've never had an issue with linings at all.

Original poster

Littleroobe · 21/08/2014 13:47

Finally got the chance to ring the store who were really helpful (much more than head office!). They said straight away they'd refund the bag and the postage costs as long as I send it special Delivery. She even checked to see if they had any in stock anywhere so I could exchange it instead but unfortunately they don't and no longer do the red colour in the new season bags!

My faith is restored. Note to myself if I can't get to the place ring the store first!

OP posts:

KnackeredMuchly · 21/08/2014 16:01

Oh the difference between this thread and the Laura Ashley one!

Shows what you are paying for.

Flip