to think Boden should just exchange my jumper.

[ToastyFingers]

I bought a jumper for dd2 a few months ago in the sale but it didn't fit so I popped it in the back of the wardrobe until she'd grown a bit.
It now fits and she wore it earlier this week and I washed it today.
After one wash, on 30 degrees, with non-bio and no tumble drying it has pretty much fallen apart, the furry lining has bunched up and lost all its plushness and the sleeves are all droopy and mis-shapen. Dd1 has a jumper from them, in the same style, which has been worn for over a year and looks better than this one, it was also washed at the same time and didn't end up like this one, so I know it's not my machine iyswim.

I complained this morning, as I think there must be something wrong with the jumper to deteriorate so badly after one wash, and asked if I could exchange it for another one.

I got a reply saying as the particular one was no longer in stock it couldn't be exchange, and they had processed my refund, 5.60 pound of which was returned to my card, and 12 pound given in the form of an account credit and that I was expected to return the jumper to them.

I didn't want a refund, at no point did I say that. The amount the have refunded me isn't enough to purchase a replacement, which I feel I am entitled to, as the original didn't last one wash! And to add insult to injury, they've told me if I don't want a refund then I can keep the damaged jumper, and they will charge my debit card £17.60!

Aibu to think this has been handled really badly, and they should just send me a replacement jumper (they have the exact same one for sale now, just in a different pattern), or should I just suck it up and accept that I'm going to be £12 pound worse off either way, thanks to their shoddy jumper.

A different pattern isn't the exact same one though is it?

Not sure what you actually want. They can't replace it as they don't have one to replace it with but have offered you a refund if you take the jumper back. Have they offered the full amount you paid for it, ie, £17.60? Why are you £12 worse off? You can use that credit towards the other similar jumper.

Ask for a prepay envelope and get something else. Whats the issue here?

I'm £12 worse off because
a) the original jumper was on sale and replacement will cost £30 and
b) if I don't want to return the jumper they'll take £17.50 from my debit card, which is £12 more than they refunded to my card. I don't want an account credit, and all of this was processed without my permission. I just wanted another jumper or to be honest, just an apology and an acknowledgement that the original should have lasted more than one wash.

Now I either have to spend a futher 12 pound to replace the jumper, or have them take the 12 pound and stick with damaged one.

The issue is that I don't want something else, I want a like-for-like replacement, for a product that didn't do what it was supposed to.

But they don't have a like for like replacement to give you so they have given you your money back as the garment was not fit for purpose.

Isn't there a risk that the same jumper in a different pattern will have the same fault?

Is there a reason some of it was given as account credit? Did you pay using a gift voucher?

You’ve already said that they don’t have the jumper in stock, so they can’t provide a like for like replacement even if that’s what you want?

Anyway, I’m surprised that they have agreed to do anything given that you bought the jumper months ago. Most places usually have a one month returns policy.

They don’t have a like for like replacement so they can’t give you one. They should have offered the full £17.60 refund back though as it was faulty.

I don't understand why they can't replace it with the other one though, they're both a 'teddy half-zip' jumper despite the different pattern and it's not like they'd be able to re-sell the old one anyway.

Plus, if they'd refunded me in full in the first place, I could have got a similar jumper from elsewhere, but now, because the processed the refund without my permission, I'm stuck with a 12 store credit I don't want either way, and I have to give them £17 of my own money, or return the jumper. I just want them to take their store credit back and call it quits at this point.

No retailer is going to give you a replacement which costs them more. Unless you whinge on Twitter.

I didn't pay with a gift voucher no, I don't know why they've refunded me like that.

I don't understand why they can't replace it with the other one though, they're both a 'teddy half-zip' jumper despite the different pattern and it's not like they'd be able to re-sell the old one anyway

Different patterns at times have different price points

The other jumper is £30, not £17.60 that’s why. Regardless of whether it’s the same one it’s not in the sale yet.

Same style I mean. That one is current season, yours is last season.

I think its fair enough that they can't replace it, but I didn't want a refund/return and I don't think they should be able to do that without my permission.

They can't like for like replace as they don't have it. The different pattern doesn't count. So they have refunded what you paid.

So what do you want?

As the garment is faulty, they need to refund the full amount you paid. Proof of purchase isn't obligatory but will help you resolve this quickly.

I thought you had 30 days to return things, you say you only washed it once but how do they know that? I think you are lucky to have gotten any refund at all tbh.

YABVU

They refunded you the amount you paid via the method you paid it. It was one of them to refund you without you having already sent it back too. Otherwise anyone could swipe up the sale dregs and then demand replacement for the new seasons stuff endlessly, without paying the difference.

You want a non sale jumper instead of a sale jumper, obviously they won’t do that.

If you are unhappy with the way they have refunded you I would get back to them, I had to return a jumper that started to come undone and got a refund of what I’d paid. If you buy sale items I think they will only give you sale prices back.

How did you pay?