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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To expect a refund?

34 replies

oooohyeah · 30/01/2023 19:58

I bought this jumper on Saturday from a well known high street retailer.
It was £30
Today I wore it for the first time and after 2 hours it looked like this.(this hasn't been washed or anything yet )
So I took it back into store and they refused a refund.
Now I've just looked at reviews and nearly all are saying "bobbled after 1 wear"
"Looks like I've had it years"
Would you expect a refund?

To expect a refund?
OP posts:
Coffeellama · 30/01/2023 20:00

On what basis did they refuse a refund? I’m sure you have rights if the item is faulty, is there a head office you can contact?

Girlgift97 · 30/01/2023 20:00

YANBU, is it from M&S? Bought DH a jumper there for Christmas, looks awful already.

Original poster
oooohyeah · 30/01/2023 20:01

They said it's clearly been worn a lot
I said I bought it Saturday
She basically just said no
It's from Zara

OP posts:
ssd · 30/01/2023 20:01

Go back and get manager. Your item is faulty. Mention trading standards.

Eixample · 30/01/2023 20:01

Did you only talk to one assistant or did you ask for someone more senior?

Original poster
oooohyeah · 30/01/2023 20:02

I spoke with sales assistant and assistant manager (or so she claimed )

OP posts:
Chickenly · 30/01/2023 20:02

Yes, you’re entitled to a refund under the Consumer Rights Act 2015 because the goods you purchased were not of satisfactory quality and therefore not fit for purpose. Their returns policy will state that it does not effect your statutory rights and a refund or exchange is your statutory right in this circumstance.

Moonlightsonatas · 30/01/2023 20:02

Zara have form for refusing refunds, you need to step it up to the manager.

Headabovetheparakeet · 30/01/2023 20:03

Girlgift97 · 30/01/2023 20:00

YANBU, is it from M&S? Bought DH a jumper there for Christmas, looks awful already.

Yeah, some M&S knitwear is shockingly bad.

Original poster
oooohyeah · 30/01/2023 20:04

The jumper was lovely too and £30 for two hours wear is shocking
I think I might go to a different branch with the screenshot of reviews of item and hope for the best

OP posts:
Blinkingheckythump · 30/01/2023 20:04

If you only bought it on Saturday don't you have the receipt?

Original poster
oooohyeah · 30/01/2023 20:05

Yes I had the receipt and still refused
I was made to feel like I was lying
The way they went on you think I had been wearing 24 hours a day and sleeping in it

OP posts:
BringOnFebBankHoliday · 30/01/2023 20:05

I thought it might have been from Next, I've found that the past 3 tops I've bought from them went bobbly within a couple of hours wear. Stupid me didn't learn after 1st time, and didn't bring them back 😒

BringOnFebBankHoliday · 30/01/2023 20:06

I think the quality of clothing on the high street is gone shocking 😠

dinmin · 30/01/2023 20:06

oooohyeah · 30/01/2023 20:05

Yes I had the receipt and still refused
I was made to feel like I was lying
The way they went on you think I had been wearing 24 hours a day and sleeping in it

Contact them via social media and complain

CaptainMerica · 30/01/2023 20:11

YANBU. I am still holding a grudge about a £40 jumper from Debenhams which did exactly the same 15 years ago. They didn't give me a refund either, and it was a massive amount of money to me at the time. I'm suddenly raging all over again 😂.

pauline987 · 30/01/2023 20:14

Zara just seem to be getting worse and worse.

My daughter tried a top on at the weekend in a Zara store, liked it and was going to buy it but had noticed it was covered in fake tan from someone trying it on before her

She brought it out of the cubicle and the girl who was working the fitting room asked if everything was ok, she said yes she was going to buy the top but wanted another one as that particular one was covered in tan. Cue the girl on the fitting room accusing her of getting the top covered in tan and getting the manager over who was berating her, shouting at her and saying she would have to buy the top as she had damaged it. She wasn't even wearing any make up never mind fake tan.

They tried to force her to the tills to make her pay for it, said she would have to buy it and take her chances that the tan would come out when she washed it at home, that they couldn't sell it to anyone else now and it was because of "people like her" that their profits were taking a hit 🙄 when she objected they threatened her with security.

We have complained to their head office but after reading some more horror stories about them online I'm now not holding out much hope of a reply

Teapleasebobb · 30/01/2023 20:19

Wow, that's shocking quality! Definitely faulty goods. Agree with complaining on social media! Good luck op.

OrangeKettle · 30/01/2023 20:27

Zara are awful. The rudest assistants I’ve ever encountered, every time. I refuse to go there for me or my children now.

gawditswindy · 30/01/2023 20:29

I've only really bought kids stuff over the past few years but find it washes terribly. I've barely been in a store for years as a result. Plus they're the epitome of fast fashion.

Girlgift97 · 30/01/2023 20:30

pauline987 · 30/01/2023 20:14

Zara just seem to be getting worse and worse.

My daughter tried a top on at the weekend in a Zara store, liked it and was going to buy it but had noticed it was covered in fake tan from someone trying it on before her

She brought it out of the cubicle and the girl who was working the fitting room asked if everything was ok, she said yes she was going to buy the top but wanted another one as that particular one was covered in tan. Cue the girl on the fitting room accusing her of getting the top covered in tan and getting the manager over who was berating her, shouting at her and saying she would have to buy the top as she had damaged it. She wasn't even wearing any make up never mind fake tan.

They tried to force her to the tills to make her pay for it, said she would have to buy it and take her chances that the tan would come out when she washed it at home, that they couldn't sell it to anyone else now and it was because of "people like her" that their profits were taking a hit 🙄 when she objected they threatened her with security.

We have complained to their head office but after reading some more horror stories about them online I'm now not holding out much hope of a reply

Bloody cheek! I'd be tweeting the hell out of that!

Smoky1107 · 30/01/2023 20:32

Zara are awful for returns. We had a jacket go like and the assistant was literally running round the store hunting for another so she didn't have to do a refund. The staff are really bad when you try and return anything

dexterslockedintheshedagain · 30/01/2023 20:39

Moonlightsonatas · 30/01/2023 20:02

Zara have form for refusing refunds, you need to step it up to the manager.

So do Stradivarius, who are part of Zara too.
Awful customer service.

katiehl · 30/01/2023 20:42

Happened to me recently with a new look jumper. One wear and wash and it looks like a rag and I honestly can't wear it. I didn't actually think go return it, maybe I should. Such a waste of money!

FuckoffeeBeforeCoffee · 30/01/2023 20:48

pauline987 · 30/01/2023 20:14

Zara just seem to be getting worse and worse.

My daughter tried a top on at the weekend in a Zara store, liked it and was going to buy it but had noticed it was covered in fake tan from someone trying it on before her

She brought it out of the cubicle and the girl who was working the fitting room asked if everything was ok, she said yes she was going to buy the top but wanted another one as that particular one was covered in tan. Cue the girl on the fitting room accusing her of getting the top covered in tan and getting the manager over who was berating her, shouting at her and saying she would have to buy the top as she had damaged it. She wasn't even wearing any make up never mind fake tan.

They tried to force her to the tills to make her pay for it, said she would have to buy it and take her chances that the tan would come out when she washed it at home, that they couldn't sell it to anyone else now and it was because of "people like her" that their profits were taking a hit 🙄 when she objected they threatened her with security.

We have complained to their head office but after reading some more horror stories about them online I'm now not holding out much hope of a reply

Did she buy it??