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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
Tangle · 28/08/2009 18:18

Well, I've just had a quick google - from what I can see they could try and claim defamation ("published statements which are alleged to defame a named or identifiable individual or individuals in a manner which causes them loss in their trade or profession, or causes a reasonable person to think worse of him, her or them"), but given the three allowable defenses are justification (what you said was true), fair comment (a reasonable person would hold the same opinion), and privilege (you're not breaching any kind of confidentiality by revealing it) I can't see how they'd have a leg to stand on as, assuming you've represented the siutation fairly, you're covered on all 3 points. And by the sound of things, if they tried to sue for defamation for every bad review of their customer service their legal team would all be working over time...

So all in all I wouldn't worry about it, but check with the CAB if you want to be sure

FlightHattendant · 28/08/2009 18:20

I hope not, I've just had a reply to my email which just says 'THANKYOU' so presume they have had a look at the thread.

wonder if it was wise to let them see it now. Sorry if I have done the wrong thing. MN ought to know the rules.

Katiekitty · 28/08/2009 18:20

MichKit - I am incensed by what's happened to you and your terrible experience of LK Bennett customer service.

Can I add my name to the list of anger and also, this might lend weight.. I'm a fashion journalist and am hereby boycotting any inclusion of press mentions for this company until they refund you in full and also for your inconvenience and also, they might like to review their customer service policy while they're at it.

Many moons ago when I worked in a fashion retailer, things got sent away for testing - this meant they went via a dry cleaners who could analyse stains and what had caused them. Maybe this is what LKB do? For instance, once a jacket was returned under questionable circumstances, it got tested and stains were found to be soy sauce related! They have probably sent your dress off and ascertained the stains are make-up, but it's not yours, it happened in store, or maybe the dress has already been returned and sold with stains in place to you?

Persist Michkit - you are in the right and LKB are wrong.

Original poster
MichKit · 28/08/2009 18:38

Well, that's a relief. I was worried there for a second, but I have represented what happened to me quite fairly, so I can't imagine they have cause for complaint. If they treat their customers badly, then they deserve it when said customer reviews the service.

And FlightHattendant, that's not a problem now anyway. I am speaking the truth here, so I am actually glad someone's reading this and hopefully will take note of the problems.

And Tangle, you're right, there are awful reviews on their service on the net too, only wish I had read some before going there.

OP posts:
Original poster
MichKit · 28/08/2009 18:43

Katiekitty, thanks very much for the support. Fact is, I am not a regular make-up wearer anyways, so unless they dry cleaned the dress after every customer that tried it on, the marks were already on the dress when they sold it to me.

I've mentioned it earlier, but I am not really an assertive person, but the thought of having given LKB my money and them keeping it makes me feel a bit sick. I wonder how many more customers they have fleeced this way.

OP posts:
Morloth · 28/08/2009 18:53

Nope, you haven't lied or called them anything.

I hope someone there reads the thread, in fact what is the address you used FlightAttendant?

Perhaps an inundation from their target market would help them do the right thing.

Katiekitty · 28/08/2009 18:55

You're welcome MichKit! You're so right when you ask how many other customers have been quietly fleeced in this way.

Maybe they only have customers who shop there until they make a return, face the brick wall, then never come back? I doubt there's an endless reservoir of new customers, especially in this day and age.

They should be cherishing their existing customers rather than sending them away in droves. A client with a return is just as valuable as one coming to purchase.

LKB - that £185 has cost them dearly!

Saucepanman · 28/08/2009 19:11

My god I can't believe this! I actually thought of you today when I was in John Lewis. I took 2 school jumpers back as they had gone baggy in the wash. I had no receipt and thought I had bought them "a few weeks" before the end of the summer term. Lovely lady took details of our card numbers and traced the payment to show they had been purhcased on 19th march . And then exchanged them of course. LKB- pull your finger out and give Michkit her money back! Disgusting lack of customer service!

Original poster
MichKit · 28/08/2009 19:18

Saucepanman, I make all my big purchases in JL too. I guess the fact that the staff own the store (or similar) means they actually know the value of a returning customer.

I was in Banana Republic on Regent Street last year, and bought a top from them. Went home to Liverpool, decided I didn't like it as it was a bit too tight, and took it back for a refund almost 6 weeks later. No problems, they refunded me the cost with no questions asked, and were all nice and lovely about it.

Needless to say, quite a few of my work trousers get bought there now.

OP posts:
PrincessToadstool · 28/08/2009 19:36

This reply has been deleted

Message withdrawn at poster's request.

TheCrackFox · 28/08/2009 22:29

Can I join the boycott? I have never heard of such bad customer service before. I am shocked by their attitude.

Tigerlily1 · 29/08/2009 05:37

I worked at LKB very briefly a couple of yrs ago and they are very big on not giving refunds and finding any reason to refuse a refund. I find their shoes and clothes to be very overpriced for what they are and I would not shop there anyway, because of the ways I saw customers who were returning things being treated. All returns were treated with the utmost suspicion, as if the customer was a real robbing scally, when a lot of the time the returns were unworn. Very snobby and at the end of the day (hate that phrase!) they work in a shop - it's not their own personal money that's being refunded so what is the problem??
The people who work for LKB really seem way too loyal regarding refunds and extremely pompous.
Don't give up until you get a refund!! I probably wouldn't have shopped there again anyway, but now I definitely won't! Good Luck! x

FlightHattendant · 29/08/2009 06:37

Wow, fascinating to read a viewpoint of someone who has worked for them - thankyou Tigerlily. Seems our suspicions are correct!

that's the kind of attitude you'd expect from some awful chainstore, not a high end boutique (well as it likes to think of itself)

The frock I bought was hideously overpriced, even in the sale - I was lucky it was faulty or I wouldn't have got my refund either. I just STOOD there, i think they knew nobody was leaving till it happened.

Original poster
MichKit · 29/08/2009 15:32

Tigerlily, you are so right! That's exactly how I was made to feel like, like someone who was out to rob them!! Not surprised at your post, as I have been reading several reviews on the net that pretty much state the same.

Which is a silly attitude to take, because, as Katiekitty pointed out, it loses them customers. I mean, I would have gone there again to look for another (albiet, slightly cheaper dress) dress for the weddings I still have to attend, but now I wouldn't touch them with a bargepole!

Sadly, nothing I can do over the holiday weekend, so determined to enjoy myself, and start battle again on Tuesday!

OP posts:
Original poster
MichKit · 01/09/2009 12:32

Hello all! Well, it looks like all the letters have had a result. I have just recieved a call from LK Bennett's Liverpool store, telling me that their head office has authorised a 'goodwill refund'.

Not jumping for joy just yet, will wait till money has been put on the credit card, but wow! it's a good feeling!

Will keep you updated, as I am going to the store at 4.30 to get my refund.

Yay!!

OP posts:
Morloth · 01/09/2009 12:35

Oh well done! Nagging always works with companies.

You can be generous now and let them call it what they like, as long as you get your money .

Notsochilledanymore · 01/09/2009 13:09

Well done MichKit - really really pleased for you!!!!

BetsyBoop · 01/09/2009 13:30

well done you

nagging always works

edam · 01/09/2009 13:38

I am so pleased. Boo hiss to LKB.

expatinscotland · 01/09/2009 13:40

Hooray, Mitch!!! So glad to read this.

mumoverseas · 01/09/2009 13:43

fab news. Shame they were so bloody anal about it though as its cost them a damm sight more than £185 in bad publicity. I won't ever shop there now

Saucepanman · 01/09/2009 13:44

Fab! Will await your return clutching the money in your paw

diddl · 01/09/2009 13:50

Well done!
But I hope that those who have decided to stay away still do.

SadCatlady · 01/09/2009 13:55

Sadly I think to avoid this we probably should inspect garments all over. I bought a £90 coat from a high-street store and it had a small tear on the sleeve. It was the last one and I needed it so I bought it anyway.

At the till I made a point of asking the girl to write and sign on the receipt that the coat had a small tear, just in case.

I didn't wear the coat in the end and took it back for a refund (all tags on and withe receipt, within time). The first thing they said was that I wouldn't get a refund due to tear on the sleeve. Thank goodness I had the signed receipt, they still argued with me and eventually the manager said she would refund as a 2goodwill" gesture

What if I hadn't noticed the tear in the first place though?!?!

susie100 · 01/09/2009 13:57

Well done! Maybe someone has read this thread! I no longer sjop at LK Bennett after a similar incident, they are notorious for this sort of thing.

A friend actually took them to small claims and won after a suit she wore twice fell apart and they told her she had worn it too much

She won, but the small claims court is actually unenforceable. It was only when she turned up at the shop with bailiffs and the court order that they refunded her card!