to expect a refund when returning an unworn item with tags within 7 days to the shop?

[MichKit]

... sorry, a bit if a rant coming up. I had a wedding to attend yesterday, and so on Wednesday I went shopping for a dress to wear. I couldn't find anything I liked or in my size, so in a panic I went into an LK Bennett store (out of my price range, but I was panicking!) and paid £185 for a dress. I tried it on in the store.

Anyways, the next day, I went in to Debenhams and saw another dress that I had liked I had liked the day before, but they hadn't had it in my size then. I found it on Thursday on the sale rack in my size, so was delighted and bought it, intending to return the other one to the store. I wore the Debenhams dress to the wedding and had a great time.

Anyways, I took the LK Bennett dress back to the store today, and was told point blank that there was 'damage' to the dress, and they wouldn't refund the money. I was completely shocked, especially since it was still wrapped up. I hadn't even taken it out of the wrapping, and they said the dress was not unworn as it had marks on it. I pointed out that surely other people would have tried the dress on in store, and that could have also been the reason for the marks. Again, I was practically accused of lying, and that the dress would be sent to customer services for analysis (really???).

I realise that I should have checked the dress for any marks before I bought it, but I bloody well trusted the shop assistant who packed the dress for me!!! Plus, I know that she didn't check the dress for any damage either, and the shop assistant today is claiming that she did (the one that served me was off today) They are claiming that since the dress was 'damaged' in my care, they cannot offer me a refund.

Feeling very sick, stressed and worried now, close to tears and wondering if I have lost the money for good. Please can anyone tell me what I need to do? AIBU to expect better service from a high end store. I know I live in the Liverpool area but surely that's no excuse for treating a customer like this!!

[DesperateHousewifeToo]

That's great news Mitchkit.

Have been lurking and rooting for you

Did they ever return the dress to you? Or did I miss that post?

[MichKit]

Housewife, no they didn't return the dress. I had already spoken to my CC company about this, and they said that they would file a claim, so it was quite a surprise when I got the phone call this morning about the refund.

I don't know what part worked, the credit card claim/ the letter to everyone or the nagging! But it worked!

Though, again must thank Mumsnetters, as otherwise I would lost a lot of money as I am usually too chicken to take these forward. So, thank you all so much again!!!

Will update after I go to the store and get my money back.

[mumoverseas]

girlpower

[Zalen]

Congrats MichKit, I'm so glad this has all worked out for you.

Hopefully you now have the refund safely in hand and can enjoy some well earned rest and relaxation for the remainder of the week.

[fanjolina]

I'm so pleased for you!

[AnonEMiss]

Hopefully you have your refund now Mich.

Have namechanged for this post, but wanted to let you know that I had an email an hour ago from LK Bennett's Communications Director to inform me that you had received a refund. I was so outraged at your treatment, that as a journalist (I know, shame on me for my profession!), I was going to write an article about your treatment. So I contacted LK Bennett last week for comment.

As well as letting me know today about your refund, they have also informed me that "LK Bennett has always been known for its excellent customer service and was only recently credited in the press as being ?both welcoming and well informed?
I take it they haven't read all the internet reviews then

[MichKit]

Wow, Anon, didn't realise my story had gone that far, and thanks so very much for your support. Like I said, I honestly wouldn't have been able to do it without all of your support. And FWIW, I think journalism is a great profession (almost went into it myself) Funny that LKB only relented once they realised they were going to get masses of bad publicity!

Well, the saga has now been finally resolved, and LK Bennett have refunded the money back on to the card. I went to the Liverpool store this evening, and was polite to the point of blankness. Just got my refund, and walked out of the store. Its a given now that I will never shop with them again, simply because I no longer trust them, and feel cheated of the time and effort it took me to get a simple refund.

However, I did learn quite a few lessons from the experience, not least that I should not let any retailer bully me into accepting below par service or goods. I can only imagine I will be a better person for having learnt that.

Unfortunately, its been well accepted that British people tend to take things quietly and not make a fuss about anything. I sure hope that will change in the future though, because all companies have to realise that its only the goodwill and trust of the customer that keeps them in business. Once that trust is lost, its lost pretty much forever.

So, thank you all so much for being my support in this, and you have no idea how grateful I am to Mumsnet for keeping me sane during these ten or so days. You rule!!

[MichKit]

Oh, and I only have a few days before DH and DD get back, so have booked myself in for a nice facial tomorrow. Really looking forward to that treat

[RenderedSpeechless]

hi mk.im lying here in hosp and took a sharp intake of breath when i saw this thread back in active convos. am so relieved for you and also proud of the mn support you received.well done you.

[MichKit]

Rendered, get well soon and I hope everything is OK? Will be keeping you in my prayers

[Corporalcornsilk]

Hooray michkit! Bah humbug to LKB.

[Saucepanman]

Yay! A happy ending is always nice. And am glad you can now relax and enjoy your time alone, you deserve your facial! And well done to Anon for her part played. NEVER buying anything from lkb EVER!

[DesperateHousewifeToo]

Hurray!

[BintOfBohemia]

Yay! Will never shop there either on the basis of this.

Plenty of retailers have excellent customer service and they're the people who deserve custom.

Glad you got there in the end - well done!

[pynkstyle]

I'm glad though that MichKit got her rufund but I for one will not be joining those jumping on the boycott bandwagon just yet! I have always had great service there when using them for styling projects....and I have to refund a lot of stuff if clients don't like them!

You do have to be careful though when trying on, I did have an issue once in another shop because of a client returning something that was heavily perfumed from her trying it on...but I suppose if the store can't sell it then they have every right not to take it back?....