To think a retailer should support in repairing a bag you’ve had for 6 months?

[BanningTheWordNaice]

I purchased a Coach Camera bag from John Lewis, £150 down from £350 in July 2023.

The clasp on the strap broke this week and JL are offering me £20 as a “one off gesture” when I asked for a repair. Surely they should be offering to facilitate a repair with the manufacturer? Unfortunately the bag was never in stock when I needed it (I use it as a work bag) or I’d have purchased from Coach direct as they offer a 1 year warranty on their items. I purposely bought this from Coach as I wanted something long lasting - the leather is still perfect but I’m so disappointed that JL’s position is that it’s acceptable for something to break after only 6 months. No wonder consumer waste is at an all time high.

I would contact Coach direct and see if they will offer you a repair. If not then I would ask John Lewis for a refund as it's not fit for purpose.

Thanks - I had thought about contacting Coach as it’s just a clasp so hopefully won’t be too expensive as a repair and have said to JL that it’s not fit for purpose. Still can’t get over the cheek of “oh well, it’s broken here’s £20”. Definitely makes me rethink shopping with them. The rest of the bag is in perfect condition so it’s clear I’ve been careful with it.

I had an issue with a Coach bag zip and they were brilliant about it and arranged a swift repair. I would contact them direct to see if they can help.

Can I ask if you purchased directly from Coach? I have reached out to them - JL have offered £40 which is a joke but if Coach come back and say it would cost around that to repair (it’s just a small repair) then I might take it as I’m not sure of my rights here. 6 months wear on a leather product does not seem at all acceptable under fair use but not sure if my CC company would agree.

I bought from Coach direct but their customer service was so good they may well help you. If nothing else they might come back and say it’s John Lewis’s responsibility as your contract is with the person you purchased from, which could help with JL.

The same thing happened to me with a Coach pair of shoes! Sole broke after 5 months but I'd bought through Very. So I contacted both companies and neither would repair, SO disappointed and un-eco!

I wouldn't expect JL to facilitate a repair. I would go to Coach and accept the £40 voucher from JL! Coach will likely repairs or send a new one.

Customer service is going downhill.

I bought a Miele vacuum recently; it broke after six weeks and neither John Lewis nor Miele took responsibility for it. Both said it fell to the other company to fix. End result, vacuum is still broken.

I bought a jasper Conrad bag from Debenhams a few years ago. It broke after a few months but only a handful of uses. I had no receipt. They offered to pay for repair but the shop I went to couldn't repair it so they looked back at the price then (had been reduced) and gave me a refund for the full amount

Jasper conran

If you purchased from John Lewis then it's up to them to repair or refund, not the manufacturer directly.

You could always ask Coach but be prepared for them to send you back to the retailer.

You need to chase it up with JL.

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

Yes they can refer you to the manufacturer to get it repaired but ultimately your contact is with JL.

I think it is supposed to last for six years to be fit for purpose. I once had a bag from m&s that broke in town after about ten years, I took it in and they replaced it there and then.

I had a similar issue a few years back with a Radley bag I purchased from John Lewis. The store were not willing to do anything but I went back to Radley who replaced with a new bag.