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AIBU?

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Original poster

AIBU to expect Jack Wills to refund me?

24 replies

lostinthoughts · 23/12/2021 22:10

Bought item in the sale at Jack Wills yesterday. Got it home and realised it's damaged (stain on front of item). Took back to Jack Wills today to exchange but it's sold out so can't swap for the same or similar. Nothing else in JW that I wanted so requested a refund but they will only give me a credit note. Is this allowed or am I entitled to a refund as the item was damaged?

OP posts:
Terminallysleepdeprived · 23/12/2021 22:12

Unfortunately they can't prove you didn't mark it at home and you can't prove it was marked when you bought it so yup they can refuse a refund and only offer a credit note. Ita not great customer service

girlmom21 · 23/12/2021 22:15

they won't refund that, sorry OP. It's shit.

Original poster
lostinthoughts · 23/12/2021 22:16

Fuckers

OP posts:
Thatsplentyjack · 23/12/2021 22:18

Could you try another jack wills store? Could you ask for a credit note so you can order what you want online?

ffscovid · 23/12/2021 22:21

It depends. If you bought it instore then they are not obliged to even give you a credit note for something that you could've seen at the time of purchase (so something like a t-shirt or pair of jeans hanging on a hanger instore). If - on the other hand - it was shrink wrapped or boxed and there's no way you could have seen the stain until you got it home and removed the packaging, then yes, you should be able to get a refund for it.

Jinglebellsoncake · 23/12/2021 22:23

This is a new policy of theirs 😡

They don't refund anything, only provide credit notes.

They know full well that I am going to lose the receipt-lookalike credit note😭

Jinglebellsoncake · 23/12/2021 22:23

Also, the fact that it is damaged makes them even more in the wrong.

SockFluffInTheBath · 23/12/2021 22:26

Aren't they owned by Sport Direct now? JW customer service has never been great (thankfully DD has moved on...) but I imagine it's non-existent now.

What does the stain seem to be OP, is it make up or food or something else?

Georgeskitchen · 23/12/2021 22:29

If its damaged goods you are entitled to a refund. Just tell them.you will contact trading standards

SirensofTitan · 23/12/2021 22:32

@Georgeskitchen

If its damaged goods you are entitled to a refund. Just tell them.you will contact trading standards
Is that a new law?

I once had to contact trading standards (I think they might be called something else now) as I thought I entitled to a refund.

They said that's not the case, the seller can fix the problem or do an exchange, there isn't an automatic right to a refund. This was a few years ago so the law may have changed

Intransigentcat · 23/12/2021 22:34

I believe they legally have to refund faulty items, even if you don't have the receipt.

I had to go to the citizens advice bureau once when Next sold me some dodgy shoes many years ago. I went back to Next and cited what I'd been told and after their previous stonewalling, they refunded.

I think it was the sale of goods act at that point but Ive just looked it up and it's now the consumer rights act from 2015. You have to take faulty items back within 30 days to qualify.

Original poster
lostinthoughts · 23/12/2021 22:37

It's a jumper with what looks like food or drink stains. Couldn't see it in the shop

OP posts:
SockFluffInTheBath · 23/12/2021 22:38

Is it a gift or for yourself? I'd be inclined to try stain treating and washing. If it's a gift then rinse it a few times in plain water so it doesn't smell washed.

Original poster
lostinthoughts · 23/12/2021 22:39

@Intransigentcat

I believe they legally have to refund faulty items, even if you don't have the receipt.

I had to go to the citizens advice bureau once when Next sold me some dodgy shoes many years ago. I went back to Next and cited what I'd been told and after their previous stonewalling, they refunded.

I think it was the sale of goods act at that point but Ive just looked it up and it's now the consumer rights act from 2015. You have to take faulty items back within 30 days to qualify.

Thanks, that's helpful. I will take a look. Jumper was £85 so quite keen for my money back
OP posts:
RoseAndRose · 23/12/2021 22:39

Why could you not see it in the shop?

Because you didn't look, or because it was packaged in some sort of way that meant that part of the garment could not be seen.

Waterlemon · 23/12/2021 22:49

@Intransigentcat

I believe they legally have to refund faulty items, even if you don't have the receipt.

I had to go to the citizens advice bureau once when Next sold me some dodgy shoes many years ago. I went back to Next and cited what I'd been told and after their previous stonewalling, they refunded.

I think it was the sale of goods act at that point but Ive just looked it up and it's now the consumer rights act from 2015. You have to take faulty items back within 30 days to qualify.

But the item is not faulty - it’s soiled

Their argument would be that goods are “sold as seen”

Aubriella · 23/12/2021 22:51

You need to fight this one, OP. Be firm and you will win!

curlymom · 23/12/2021 22:52

Your consumer rights say you are entitled to a refund for faulty goods. Stand there and state that to the manager and do not leave until your are refunded

HunterHearstHelmsley · 23/12/2021 22:55

@curlymom

Your consumer rights say you are entitled to a refund for faulty goods. Stand there and state that to the manager and do not leave until your are refunded
The item isn't faulty. It's spoiled.
Magnited · 23/12/2021 22:57

Not fit for purpose. Cash refund. Sales assistants are ignorant of the law.

Too small to fight over though. Just don't shop there anymore.

icedcoffees · 23/12/2021 23:00

@curlymom

Your consumer rights say you are entitled to a refund for faulty goods. Stand there and state that to the manager and do not leave until your are refunded
It's not faulty.

Faulty is damaged and or broken. A stain on a top doesn't mean it's not wearable, and OP has absolutely no way of proving she didn't cause the stains herself.

SirensofTitan · 23/12/2021 23:05

@Magnited

Not fit for purpose. Cash refund. Sales assistants are ignorant of the law.

Too small to fight over though. Just don't shop there anymore.

I'd assume sales assistants do what their manager or head office tell them to do, it's not on them to be legal experts. Presumably the OP also spoke with the store manager who would also be doing what they are told.

If it's true that Jack Wills are owned by Sports Direct they will be well versed in staying just the right side of consumer law but of course always worth politely taking it up with the head office

girlmom21 · 24/12/2021 08:40

@Magnited

Not fit for purpose. Cash refund. Sales assistants are ignorant of the law.

Too small to fight over though. Just don't shop there anymore.

Prove it wasn't fit for purpose when she bought it.
Hesma · 24/12/2021 08:48

Legally they are not obliged to refund. They are meeting their obligations by offering you a credit note.

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