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 would be making more of an effort to contact the customer services of the retailer where you bought the glasses. They may be more helpful.

I think the shop has said you need to contact the company and the company have said you need to contact the shop.
If that is correct have you told them both that ?

OP your spectacles may have been damaged when the lenses were replaced.

Just to add a different experience a few years ago I bought an expensive jacket from Zadig and Voltaire while in Paris. Once I got home it ripped at the shoulder seem the first of second time I wore it. Looking back they sold me a size too small (probably because it was the only one left). I took it back to one of their London boutiques and they swapped it happily once they'd conferred with head office in France to confirm my recipt.

The can sort this out for you in the Uk. And they should for the sake of their reputation.

I agree with others, is be writing /emailing the head office, tweeting their port responses, calling out VB herself on twitter, instagram, Facebook etc.

"So we bought this Victoria Beckham. It was over-priced, nasty, plasticky, gimmicky, didn't do what it was supposed to and fell apart if you looked at it", said the other four Spice Girls yesterday.

It amazes me on MN that people think it's shameful to take faulty goods back and that it's somehow your fault for buying pretty things.

Whoever said to the OP "ignore the whiners", I haven't seen one whiner on here. Just posters annoyed on your behalf and trying to help.

I would literally saturate social media and not give up. I'm incensed for you!

^"So we bought this Victoria Beckham. It was over-priced, nasty, plasticky, gimmicky, didn't do what it was supposed to and fell apart if you looked at it", said the other four Spice Girls yesterday"

Perhaps you don't wear spectacles DadOnIce but I can assure you that most of them are made from plastic, what with it being light and practical.

There are probably some vintage ones made from ivory or real tortoiseshell knocking around but they would be banned from resale or export under CITES as well as giving you a headache.

So what's the point of your comment?

It was me who told OP to ignore the whiners Roussette because some people were suggesting that she had more money than sense. See DadOnIce. I don't think so. I agree with you that she should persist until she gets her money back.

Sorry limited I didn't see that comment, I have a hangover so I'm not concentrating

Get in touch with your credit card company - they'll refund you.

Was it Neiman Marcus ? Email and explain, I always find American customer service much better than here. You may just be able to post them and get a refund.

Ultimately even if it is just sunglasses and they are just produced on licence I'd expect head office to still take it on as an enquiry, if they put their name to a product they need to take some responsibility

I believe the point of my comment was that thing called "humour".

My MILs trick is to go into the shop and loudly complain and refuse to leave until they sort you out. I have done this a few times and it's really effective... Goes something along the lines of
'This product is not fit for purpose! I'm not leaving until you have arranged a suitable replacement. No I will not keep my voice down...' Takes brass balls though, but surprisingly fun...

OP, your VB glasses are protected by a manufacturer's warranty which entitles you to a replacement pair if there is a manufacturing fault. This will be the case wherever you purchased them. If your glasses broke in the manner you describe you would not be expected to accept a replacement arm or be expected to repair them yourself.

Please do not tweet at how badly you have been treated because one well worded letter, proof of purchase and manufacturer's warranty should resolve this.

OP "www.victoriabeckham.com (the “Website”) is operated by Victoria Beckham Limited (“we”, “us” and “our”). This is a limited company registered in England with company number 06517802, and VAT number GB 198 6398 32. Our registered office is 33 Ransomes Dock, 35-37 Parkgate Road, London, SW11 4NP.

These terms cover the website and related services in the United Kingdom and Europe only. Delivery services are provided by Carousel Logistics Ltd and shipped via FedEx and DHL."

I would write to this address explaining everything that has happened & how you understand there is a warranty,adding something like "As a well-respected brand I am sure you would welcome the opportunity to put this right". I would add- "I would really appreciate a response by..."

Failing that I would approach credit card company for a chargeback which as others have said you have a right to do with purchases over £100.

If all that fails, I would then use social media because others should know that if they buy this brand abroad they are not going to be supported if the goods then prove to be faulty.

Oh and I would post by recorded delivery.

If the glasses (like most) are produced under licence then they are nothing to do with VB retail. Do they actually sell the same model in the VB shop?

Pretty sure that VB's eyeware is NOT made under licence. I think all her stuff is in house.

In any case, your contract would never be with the licensor. It would be with the retailer.
What country did you buy in?

I would be interested in helping OP to get a replacement pair of glasses as I am a lawyer and deal with product claims worldwide. OP where did you buy your glasses and do you have the manufacturer's warranty and proof of purchase, together with details of any alterations and repairs that have been undertaken? You can pm me if you wish.

Serious brands jealously guard their image. Everything that bears their name is important to them. They are strict about the people they authorise to sell things bearing their name and if those people fall short, they will lose their licence to a competitor.

I've no idea how many people want to have the only franchise in a certain area for Bottega or Chanel eyewear as opposed to Victoria Beckham ones, but it's a big thing and if they fall short, the brand might withdraw it.

It's usually image and sales but service would be a consideration.

Do the glasses have the VB logo on them?

If so - as a luxury brand - they should be sorting this out for you. It matters not a bit where you bought them. The image of the brand is what matters, and ignoring a customer for faulty goods ... well, they do so at their peril.

There's loads of VB glasses on here at the moment op- www.tkmaxx.com/womens/womens-gold-label/icat/3092#esp_pg=2

DadOnIce
Spot on!