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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

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

240 replies

MichKit · 22/08/2009 19:09

... 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!!

OP posts:

DrunkenMistake · 26/08/2009 21:24

I think you should attatch this thread to an email to HO and suggest that they resolve the situation immediately to try and limit any further damage!

Original poster

MichKit · 26/08/2009 21:29

DrunkenMistake (love the nickname)... I have been tempted for sure :-)

OP posts:

FuckOffDailyMail · 27/08/2009 09:29

YANBU at all!

I have always loved LK Bennett - especially their shoes. I have spent thousands in there as its where I get most of my work clothes. However I am so appalled by how you have been treated that I shall no longer shop there myself. I am so on your behalf.

Good luck with getting your money back.

fanjolina · 27/08/2009 23:00

any update Mich?

milknosugarplease · 28/08/2009 00:12

o ffs! i hate shops like this!! never really like LKB to much...well products yes prices no!...like em even less now!!

best place ever is john lewis! god i wish they branched out and became a bank....(if u've read my narked of at my bank thread it prbably makes more sense!)

mitchkit you should DEF print out this thread and show them how much they've lost over £185!

i love it when the public get one over on a company! i once stood in clares accesories for 55 mins in order to get a £4 refund...waasnt about the money, was about the principle!!

GOOD LUCK!

and if you need us to write pissy letters to them on your behalf im sure we can oblige!!

milk xx

flockwallpaper · 28/08/2009 00:44

Good luck, I hope they refund the money and give you something extra as a goodwill gesture for messing you around so much.

I've bought work clothes in LK Bennett in the past but I won't be buying them from there in the future after reading this thread.

Original poster

MichKit · 28/08/2009 10:58

Oh, God, I am sooooo stressed. I have just been speaking to the manager of customer services at LK Bennett, and they have flatly refused me a refund. She even agreed that the marks could have been caused by them, but said that in case they will not be able to assist me any further, and I will not be getting a refund under any circumstances. I am just so unbelievable stressed, that tears are actually rolling down my face at the moment.

Any ideas where I take this now? I have spoken to my credit card company, and they will investigate, but does anyone know what happens to the dress? I haven't been informed about that either.

OP posts:

themoon66 · 28/08/2009 11:01

So they have your money AND the dress? Thieving bastards!

Morloth · 28/08/2009 11:03

You need that in writing. Have you written to the CEO yet? You need to tell this manager that you will require her full name, her exact position in the company and that she needs to include in the letter exactly why they are refusing your refund, you also need the dress back and the details of her boss.

Stop crying, get angry.

edam · 28/08/2009 11:13

Make a note of that conversation, especially the part where she admitted the marks could have been caused by the store.

Then look up the chief exec of whichever company owns LK Bennett, and write to them. Include a copy of this thread, showing him or her exactly how much damage this intransigent attitude is doing to their reputation.

Tell him or her you were promised a refund if you returned the dress unworn with tags. You met your part of the deal. They are refusing to perform their obligations.

State that you expect a full refund and an apology - and payment of your reasonable expenses for journeys, phone calls, everything it has cost you to chase this up.

Btw, did you ever get in touch with Trading Standards or Consumer Direct? Do!

expatinscotland · 28/08/2009 11:13

What bastards! I think trading standards needs to know.

bigstripeytiger · 28/08/2009 11:13

Thats shocking. They dont get to keep the dress and the money.

LK Bennett sound like a dreadful shop.

brimfull · 28/08/2009 11:20

BLOODY BASTARDS

I will be avoiding LKB now and telling all my friends too.

Try the Sunday Times financial journo I linked to earlier on the thread.

lepirate · 28/08/2009 11:26

lots of good advice here, you need to get strong and methodically put together a letter.

Original poster

MichKit · 28/08/2009 11:37

Ggirl, I have just emailed the journo. I am now in the process of writing out the letter, and an additional one to my credit card company who have promised to investigate as well.

I did get in touch with Trading Standards, and I have followed their advice in trying to sort this out with the LK Bennett, but today's conversation with them looks like it is going to be the final one.

I am going in to my office now to use the photocopy machine and printer to send out my letter, but will be back for some more support soon. Thank you guys again, you are so awesome!

OP posts:

Morloth · 28/08/2009 11:38

They don't get to decide whether it is the final one or not, you do.

Original poster

MichKit · 28/08/2009 11:42

Morloth, the lady I spoke was pretty final on the phone. Its back to letter writing time now, I suppose.

OP posts:

Original poster

MichKit · 28/08/2009 11:43

Whats funny is also that when I first spoke to her, she mistook my case for one involving shoes. She then realised her mistake, and checked before speaking to me about the dress, and insisted that I was not going to recieve a refund in this case.

OP posts:

Morloth · 28/08/2009 11:51

It doesn't matter how she feels about it MichKit, you decide when to stop calling/writing. If they refuse to speak to you anymore then you include that info when writing to the organisations that deal with this stuff. Don't be bullied into accepting anything.

milknosugarplease · 28/08/2009 12:01

absolutly disgusting!!

ring up again to speak to them, get every piece of info you can, names, company positions, shoe size if necessary!!!

agree with morloth YOU decide when its final!

you ring you email you pay head office a damn visit if need be!

get everything you can in writing, keep emails, as you speak to them on the phone write down as much as they say as possible.

get everyname you can, even the person who served you (go back to the shop see if you recognise them get their names off name badges etc)

contacting trading standerds is good

find anything you can with regards to refunds from shops

most new pieces of clothes have that "new smell", surely if the dress doesnt smell of washing powder or perfume they realise you havent worn it,

god LKB are ridiculous!!

GOOD LUCK HUN!!!

milk xxx

Tangle · 28/08/2009 12:09

I'm also outraged at their behaviour, won't be using LKB and will advise anyone I know to avoid them like the plague.

Given their attitude, I think you should send them a copy of this thread so that they can see what impact their "customer care" () policies are having on potential sales.

The lady you spoke to may have been very final in what she said, but there still seem to be a lot of unanswered questions. I would stop discussing the refund with her, but I would want to know (and have answers in writing):

when and how your property will be returned to you
what tests were undertaken
who did them
a written report of the results
confirmation that the dress will be returned in the same condition as when it left your care

I'd also get her full name and position within the company. If possible, I'd do this by email so that the request was also in writing - if not then send a letter but also call and say you are informing them now of what it says so that they won't be unduly held up by the bank holiday as you're confident that they are as keen to get this issue finalised as fast as you are (even if you don't believe it will happen, you've made your expectations clear and its a nice gesture of good faith on your part for anyone reading the paper trail later ).

Once I had all of that, I'd start copying all the information to their CEO, the credit card company, the financial journalist and anyone else that occurred to me. Watchdog might be able to help as well. Say on the letter to the CEO that you've cc'd it to all the rest.

Still pants though, masses of hassle you don't need and shouldn't have to deal with

Morloth · 28/08/2009 12:15

It is just dumb in the current climate.

I recently needed some parts for a toybox that I had put together badly (i.e. totally my fault when it broke). I emailed Pintoy, told them my problem and they immediately arranged for some parts for me (for free!). Am impressed, have mentioned to friends who buy toys (i.e. all of my friends!) and will definitely be using them again.

LK Bennett has just managed to piss off, what 30 potential customers? The next time I am shopping and a friend wants to have a look I will mention this, and she will mention it to her friend and so on, this is the sort of thing that blows companies' reputations.

FluffySaysTheDailyMailsShite · 28/08/2009 12:20

OMG, you poor thing!

Have you tried emailing the BBC's Watchdog programme? There's nothing like a little bad publicity to a few million people to make these thieving bastards have a rethink. I'm not surprised you are upset.

YorkshireRose · 28/08/2009 12:54

I have emailed LK Bennett head office pointing out that due to reading this thread and the many other bad reviews they have on the internet I will never again buy anything from their stores and will advise all my friends not to.

Lets see if I get a reply!

gorionine · 28/08/2009 12:58

Go back ther with pics of the wedding in proof of good faith?

I think Fluffy might have a point !

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