On line shopping

[scotchpie]

I ordered a Tripp luggage bag in he summer, one holiday and a short break later and the handle is coming away (stitching split).

Rang department store and explained what’s happened and the guarantee with Tripp, the lady said I needed to return to the store which is 15 miles away.

AIBU to think that if you order one line then I should not have to return faulty items to a store miles away.

YANBU.

I'd be telling them I'd only come if they paid mileage and my usual hourly rate in addition to the suitcase refund. Was it Tripp that issued the guarantee or the store?

Thanks Rights, I think it is with Tripp (but not entirely sure). Because I am out of the 3 month warranty she insists that I return it too store.

I've just had this too and I'm at least an hour round trip from any shops. Following to see if you get anywhere with it!

I don't understand this.

Did you order online from a shop or 'online' from the company?

If you ordered online, why did you ring the dept store? You would normally ring head office /customer services of the company if it was a web order.

If it's a shop that simply posted it out to you, then you need to ask what their T&Cs are from goods posted out.

Tripp is a company that is online.

Why did you call a store and not contact Tripp Customer Service dept as shown on their website , and tell them where you bought it?

It’s Debenhams and I ordered directly from them, Tripp send items from their warehouse. I rang Debenhams because that’s who I ordered from and could not find the invoice.

It's a concession not actually Debenhams products itself.

I would contact Tripp personally.

Contact Tripp directly, they should be able to send a courier to pick it up.

YABU

If you bought it from Debenhams online then you take it back to Debenhams.

As PP said, it's a concession (in a store.) The contract is with them.

If I bought- for example- make up from a concession in a shop and had an issue with it, I'd expect them to want to see it.

15 miles is not exactly far anyway if you drive.

Really Polly? What if that was a table or other large concession?

Yeah it's Debenhams for my issue too. Bought online, spoke to online customer services. Have to take it in to a store.

Crap isn’t it Imogen?

I’ve not long had an operation and not allowed to carry/drag/push anything for the next few months; so pretty impossibly getting it back to a busy shopping centre at this time of year.

Yep. And I'm worried I'll make the trip and they'll cause fuss and not give me a refund. I'd actually like a replacement but they don't seem to sell the item anymore.

I think exactly the same thing, I am loathed to return a faulty item to a store at my inconvenience; concession or not. I ordered online for a reason.

You are being a bit unfair here Scotch. Unless the T&C say that you can return items by post, you are onto a loser.

If you had bought from John Lewis for example, I am sure they would make arrangements to collect an item of furniture if you took pictures etc and they saw the fault.

Debenhams does not, I assume, have the facilities to receive faulty goods or goods damaged through wear and tear, in a store if sent by post.

I can't understand why you think otherwise really. I think I'd try contacting Tripp and explain that due to your operation you cannot physically return to the store.

Maybe AIBU thenPolly, just a massive disappointment in this day and age for a big department store expect this. The lady even asked for the original box!

I wonder how disabled and older people would manage.

I will call Tripp and ask.

Debenhams have some strange policies. I was given a gift voucher some years ago and am not allowed to use it online. The store is not near to me. So I finally found something I wanted to purchase online and phoned up to see if they had it in the store. No-one could tell me and after being passed around I was put through to a number where no-one answered (even though the store was open). Finally it was suggested that I should just purchase the item online, collect it in the store and immediately return it and purchase it again with my gift voucher. BUT when I turned up to collect and return/repurchase it, the person in the store said they couldn't re-sell it to me! I gave up in the end and returned the item and the gift voucher is back in my desk drawer.

This is why I never buy from Debenhams.

Look at it another way; if you bought online directly for Tripp or any other store, you could not take it back to a concession in a store for a refund. Example- I buy Bobbi Brown make up, They accept returns of foundation but I could not take the foundation to J Lewis (concession) and expect a refund. Likewise if I bought the foundation at B Brown in JLewis I could not return to BB online.

You can't mix online (mail order from the manufacturer) and a concession on a store. Usually, anyway.

You could return something from M&S online to any M&S store but that is not the same.

I'd ring Tripp - you might get told the same thing but it's worth a try!
www.tripp.co.uk/shopping-with-us/120-5-year-guarantee