to think the Victoria Beckham shop should have been more helpful?

[MythicalChicken]

So I treated myself to a pair of VB glasses. They were over £300. I then paid to have the lenses changed to optical ones, which you are meant to do as they are optical glasses.

I bought them on a trip overseas from a boutique licensed to sell VB products.

However, on returning home, one of the arms just snapped in two. You can tell by looking at the arm that it hasn't been bent, it has just snapped for no apparent reason.

I called the Victoria Beckham shop in London to ask if they could replace the arm or repair it or something. They told me it was nothing to do with them, I had to contact the shop where I bought them. I did, but they couldn't help. I called VB again to be told that because of the Sale of Goods Act, it was nothing to do with them, even though the Sale of Goods Act does not apply in the country I bought them from. I asked if they could contact the manufacturer to get a new arm, to be told again, it was nothing to do with them.

I just want a new arm, I don't want my money back or anything like that. They were very expensive, I will never have the money to replace them. I just fell really let down.

AIBU? Should I just accept it and throw them out?

I'd also be resorting to Twitter. It can be worded without "naming and shaming". Perhaps just an initial "who can I contact ref faulty VB goods" should do for starters. Then be more persistent on the hour, every hour

Good idea Shakey15000. Give VB a chance to do the right thing.

VB is just fur coat and no knickers.

A real luxuary brand would help, you may have to pay but they would try.

Can you buy a new pair, remove the arm/ swop for broken one and return them under the new reciept?

Or buy new ones take old ones back. I had to do that with tesco once when a phone had broken, it was massively obvious what I was doing.

Your consumer rights are against the retailer, not the manufacturer. The UK shop is therefore not liable. However, your credit card supplier is. Getting a refund from them will be much easier than dealing with an overseas retailer.

If you have not already done so I would try contacting [email protected]. They might be more helpful (but I have never dealt with them so I have no way of knowing).

why can you not name the shop?

Was there no warranty details when you bought them as their Web site says there is a years cover.

and I dont think its fair to blame this on VB herself, she must employ people to provide customer service, which they obviously arent doing...but its not her fault, she would probably be mad at this.

You are covered by your credit card, as others have said. Get them to sort it out for you.

Buy them again, take an arm off and return the broken ones to get a refund. Sod em.
(Bad luck if the arm that's broken is the one with the serial number on though, you'll be rumbled)

Tweet VB the company and Victoria Beckham herself. She's usually very good at sorting this kind of stuff out.

Out of interest which country did u buy in & did you try to contact the boutique? Many countries don't need a sales of goods act because the service is so fantastic. For ex I had a similar problem from clothes bought in Shanghai so I complained & the boutique parcelled me a free replacements all the way from China. I was amazed.

I absolutely do not blame VB herself, that would be ridiculous! My issue is with the brand's customer service. So 'legally' they don't have to help, but after spending that much money, you'd think they'd want to? Even a gesture like them contacting the manufacturer would have been appreciated. Them just saying "it's not our problem" is what annoyed me.

Have you actually contacted them with the contact details that bruffin posted?

I can understand you being annoyed, its awful customer service, it doesnt matter if they are £3 or £300, you bought something that has fell apart and needs fixed. I wouldnt let it go, I'd contact them again and say you will report this on social media if you dont get a more positive outcome.

Yes EnglishGirl, that is the email addressed I used.

Why not name the retailer? You have named VB?

If you have any questions regarding our website or any of our products please contact us:
020 7501 1122
[email protected]
Monday - Friday 10am - 10pm GMT
Saturday - Sunday 12 noon - 8pm GMT

there you go, phone them and dont come off the phone till you are happy

Does the seller have a branch in the UK? Might they be able to help?

VB the person does sort this out though - evidence Is on twitter. You won't be blaming her, just ask her for help. You did spend £300+ on a pair of sunglasses so unless you have money to burn why leave any stone unturned?

Honestly, I've tried everything (apart from Twitter). The last guy I spoke to at Customer Services just kept on repeating "your contract is with the shop" over and over again. I was crying with frustration.

I might try Twitter, although that will out me completely .

well if thats your last resort definitley do it, would serve them bloody right

Yeah, I will. Just thought I would check to see if I was BU. Only one person has said that I was. Maybe I will print off this thread and send it to Customer Services...

I'm sure if you linked this post to VB she would rather sort you out so you can post about how helpful she was than have her brand slated on a Mums forum . It's not exactly a great advertisement for her is it . One poster has already said it's put her off buying the brand ... she's meant to be a poster on here , Come on VB do the right thing and send OP an arm lol .

The last thing I want to do is put people off the brand. Maybe I should delete the thread as I feel bad now .

no, I would just phone them at 12 on the number I posted and say if you receive no satisfaction you will take to twitter and let everyone know about their appalling customer service

the guy on the phone was right, your contract is with the shop you bought the glasses in, but as it was abroad and they say they cant help, then the main VB customer service dept should step in and replace your glasses as an act of customer goodwill....tell him that!!

Honestly, it sounds like they just don't have a contact with the supplier of sunglasses. I don't think it's particularly bad customer service (you're not their customer!) I'd take them to an optician to be repaired.

I can imagine Vicky would be appalled at this and would gladly give you a replacement pair, she seems to be an excellent business woman, she'd know what to do.