To want to return a dress unravelling stitching from a small business

[Beebirdfly]

Mainly on here to vent a bit and canvass opinions.

I bought a summer dress from a small business (think it’s really more a one woman shop). I’ve bought other items of clothing from her before and had no issues.

I tried on the dress and then upon deciding I was going to keep it removed the tags and washed it (I always wash stuff after buying).

When hanging up to dry I realised some stitching was unravelling and not secure so not wearable as is. I genuinely don’t know if it unravelled in the wash (I washed it in a mesh bag, it’s also only a cotton dress not silk/delicate material and I washed a top I bought from her as well in the same wash and that was fine).

I got in touch to request a refund and was told as I had washed it I couldn’t get a refund or exchange but I could get a free repair.

AIBU to feel annoyed by this? I feel legally within 30 days I am entitled to refund, I appreciate it’s a small business but it’s not my first order and I’ve not returned anything else purchased.

If I really want a refund I guess I could push for my credit card company to get involved - the dress was £150 which is another reason why I’m feeling a bit sour as it was a bit of a treat purchase and even if it’s repaired I feel it’ll be in the back of my mind it’ll unravel again and so I won’t feel confident wearing it and it’s sort of made me like the dress less now.

I do quite like this shop and envisioned me buying other bits from them in future so I don’t want the drama of a dispute. Although this experience has put me off buying from them - mistakes do happen but I thought me being a non first time customer (in the sense that if this is the first time I’ve had an issue out of about 5 other things I’ve bought it’s a genuine one) would mean it would be fair to get a refund or I’d even have accepted store credit.

I think I’m just going to have to accept the free repair as I feel I don’t have much choice but just wanted to vent a bit and sense whether AIBU to be annoyed to not get a refund/exchange/store credit? Would you be happy with a free repair in this case?

A free repair is fair imo. She can't resell it now you've washed it.

Take the free repair and have done with it.
Just don’t buy from there again.

I thought that you are entitled to either a refund/replacement or repair and that it is down to the seller which one you get.

I'd take the repair. If I'd spent that much on a dress I'd have really wanted the dress so would want to have it fixed and keep it

I think if it was just stitching unravelling I'd make a quick repair myself unless it was somewhere that would need a very fine stitch or a very thick seam it was hard to repair yourself.

I did get a refund once where an entire edge unravelled though - it seemed more of an issue with the material/quality than a few quick stitches.

You can't guarantee that the damage wasn't done when it was washed so the offer of a free repair is more than fair on the seller's part.

Wanting a refund because you like the dress less now, and somehow will feel "less confident" wearing it, isn't reasonable.

I feel the repair is fair since the original issue was that it’s damaged. The fact that you now have lost confidence in it and so begun to dislike the dress whilst understandable can’t really be laid at the shops door. If the dress unravels a second time then I guess I’d expect a refund or store credit as decided by the shop n

@Hollowvoice I did really want the dress obviously! But the stitching unravelling has tainted it a bit for me now as I’m worried if even repaired it’ll happen again (even if there’s only a small chance of this realistically it will still be in the back of my mind as an overthinker…) the fact it’s unravelled so quickly makes me think even if this is fixed and holds up what if next time the other side comes undone? I wanted to return to take the risk averse approach basically, I also would have accepted an exchange. But I think I’m a bit more of a worry wart about this stuff than the average person!

@spoonbillstretford it’s a French seam (I think?) come undone so there’s not a hole but the folded in fabric you can see but it obviously looks messy. I can do a bit of sewing but this feels a bit beyond my skill level and I don’t think I have any thread this exact colour (although ideally given the way it’s stitched you shouldn’t really see the thread, I don’t think I’m skilled enough to repair it without the thread showing).

@BrightYellowDaffodil I know what you’re saying but even if it was damaged in the wash my point would be that I wouldn’t expect an item of clothing which obviously will be washed to damage from a normal wash. It’s not like I chucked something dry clean only in the machine and then moaned it got damaged.

anyway I think because it was an expensive purchase for me it’s the whole experience of wearing something to make you feel special/happy which now feels like that’s been a bit lost but appreciate the consensus is that a repair is a fair compromise and that I’m in my own head about it!

Think it’s good to hear that so I can get it repaired and forget about it to move on. Thanks all

this 100 percent - If good is not fit for purpose you are entitled to a replacement refund or repair. Up to the shop to decide which one so this case repair is being done. Honestly i think this is sufficient and would be happy with this. These things happen.
If you don't like it anymore then i think reselling will best option

Problem is, I think as soon as you pulled the tags off and washed it, you limited what the seller was prepared to offer you. If you get the repair and it happens again, then you will probably have a case for getting a refund.

Get the repair, and enjoy wearing your lovely dress - I’m sure the love will come back!

i’d expect a refund personally. The dress was faulty if it couldn’t stand going through a normal wash cycle in a bag.

You spent £150 on a cotton dress??? 😳
Tbh a repair is more than fair, as you've washed it. She now has no guarantee that you didnt wear it first, and just want your money refunded.

To be honest, I wouldn't dream of spending £150 on a dress,but if I did, I'd be really pissed off if it couldn't withstand a mild wash without unraveling.

Did you wash it in the washing machine? What does the instructions say?

I would expect a refund. Assuming you washed the dress in accordance with instructions and not on 90 degrees or something silly I would say it is not of satisfactory quality. You would be entitled to expect a £150 dress to withstand washing!

Citizens Advice is good on this kind of stuff: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

It’s not relevant if it was worn or not. If it falls apart in a normal wash the. It could be said as not fit for purpose.
although I think a repair would be ok. As long as all postage was included and it was done in good time

I'd get the repair and then specifically ask that if it goes again it's refunded as its not fit for purpose.
You can legitimately demand a refund though, as part of the consumer rights act
Goods:
Consumers have the right to reject faulty goods (not of satisfactory quality, unfit for purpose, or not as described) for a full refund within a default 30-day period, or opt for repair or replacement.

People saying you can’t get a refund as it’s washed are wrong! The dress is obviously faulty if it can’t stand a machine wash. You are entitled to a refund as the item is faulty.

The product was faulty, so you are entitled to a refund.

To have something repaired and then fit for use is much better than sending it back which screws the business over. Sorry you didn't get the happy new dress experience but you should have a warm feeling from being a good customer.

It should be an easy and invisible repair

Of course it's relevant, as the damage could have been.caused while wearing it, or even deliberately to get a full refund. Im not saying that's what OP has done, but it's not uncommon practise when purchasing an expensive item for a one off occasion

A seam should not come undone after one wash, unless faulty. You’re entitled to a full refund on faulty goods. Even if it had been worn and washed a few times and then stitches came undone, for £150 I’d expect better quality and return it. You do not have to accept a repair.

A free repair (especially given the nature of the business) seems totally reasonable.

Yeah, this is why I don’t like buying from small businesses in terms of clothing or equipment etc. Food and other perishable items isn’t too bad.

The challenge with small businesses 99.9% they’re more likely to refused a refund and return. Because they’re small and can’t compensate for the loss. I always buy clothes from big retailers, then I know I’m protected as they will refund if it’s faulty.

Just not worth the headache or agro for me, as I want buyer protection. A dress shouldn’t become faulty after one wash!