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.

What I want at this point is for them to take back the partial refund and the store credit and leave it at that, apparently they can't to that though, a?if I don't want to return the jumper I have to pay them the full amount and keep the store credit, which I don't think is fair.

You should query the £12 credit and quote the Sale of Goods act for faulty items. You should be entitled to the refund by the method you paid.

Why don’t you want to return it?

You are not worse off. They have refunded you what you paid for the jumper because it was not fit for purpose and they cannot replace it.

A different pattern in the same style is not like for like as they are not worth the same amounts.

Of course you can refund without permission. Businesses should be able to refund at their will; say if you’re in a restaurant and creating trouble you can be refunded the cost of your food and asked to leave, same in a shop.

Ask for a pre paid postage label and accept what they've offered you. yes it was faulty but no that doesn't entitle you to something that costs more.

Fair enough, iabu. I hope they'll take the credit back though, I really can't afford to cough up the extra 12 out of my money right now.

I would ask them why the £12 credit instead of refund for the faulty jumper. But that's the only issue i would have, did you expect them to give you a £30 jumper aft you clearly only paid £17.60 for the faulty one?

Have you actually contacted them and said you would rather have the other jumper? Or just buy the other jumper and send the old one back.
Finding it tricky to see all the angst tbh.

Given the timescales I think that is fantastic customer service. If you bought a jumper in marks and Spencer and kept it a few months then noticed a flaw, you wouldn't get anything! Clearly to have £12 credit you must've paid with £12 credit or vouchers.
I think this sounds like great customer service as their sale items are not covered by the same service their current catalogue items are.

I would suspect they are expecting you will keep the jumper and the credit.

Their customer service is usually fab, so just ask for either a full refund or to cancel the credit and you keep the jumper.

You’re wrong TightropeWalk, if an item has a flaw, even if discovered later, you can take it back after the usually 28/30 days.

However, they may only replace or repair it so I see what you mean that she is lucky to be offered a refund.

You clearly paid for £12 of the jumper with account credit, that’s why they have refunded you £12 as account credit and £5.60 to your card. That’s how they work. They aren’t going to refund cash when credit was used, no company is as their accounts wouldn’t balance!

They also are not going to replace old season for new season.

It’s faulty and they have refunded you...what more do you want!

First world problem ... boring.

I guess you've been given a partial cash/partial account credit refund as you were well outside of the company's stated returns period.

YABU if you think you'll get a £30 jumper instead of one you paid £17.60 in the sales months ago. You should have returned the jumper at the time, exchanging it for the correct size.

@purpleflower1983 I know but she states a 'few months' ago. If this was winter sale and purchased in February the fact she hadn't worn it is kind of irrelevant, it could be easily argued by a store that after 4/5 months of use a garment could look well worn.
I'm not trying to be argumentative and in this position I might well ask for current season but expect to pay the difference, knowing that if that product was inferior I'd be able to easily return it/replace it.
The point is, they've refunded the item, without even receiving it, which is very good customer service. I'm sure if replied to they will try to help, I was wrongly refunded account credit and they changed it for me.

Have spoken to them on the phone and they've agreed to to take back the credit, and the partial refund and I'll stick with my dodgy jumper. Which isn't ideal, but it could be worse. I guess I'll just be sure to return thing straight away in future.

Thanks for your honesty anyway guys!

I think they were being fair.

Boden give a 365 day return on faulty goods. I think after 3 months it’s a credit. But I can’t remember. I don’t understand why you can’t use the credit to buy the other jumper.

If they have accepted it is faulty then they should refund you in the same manner as you paid. Obviously they can't replace it but they should certainly not give you a voucher if you paid real money, if they agree it is faulty (which it seems they do as why else would they refund after the statutory 14 days?).

So, tell them as it is faulty, you will send it back (I mean, you don't want to keep a faulty jumper now, do you?) and they will refund you by the method you paid, the price you paid plus any postage charges.

If they want, you can send them the vouchers back with the jumper.

Oh, so you DO want to keep the faulty jumper? How odd.

Why would you want to keep a jumper that’s pretty much fallen apart instead of a refund? I don’t get it!

But..... the jumper is shite.

So you’re ok with the faulty jumper now? I don’t understand what you actually wanted from this then.

If found faulty in first 30 days from purchase they have to offer refund. In 1-6 months they can offer replacement or repair and you choose which. As neither possible they have to offer full refund. If longer than six months then onus is on you to prove faulty and if proved they offer refund.So did you buy more than six months ago? If so unless you can prove fault ie that you only washed once and nothing wrong with washing machine, then they are not obliged to offer anything - though good customer service would be to offer something.