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Original poster

BODEN quality control/ returns- anyone experienced?

44 replies

lazysummerdays · 14/06/2014 17:49

I've returned a summer dress which I bought last year in March - in the preview. It was very much a warm weather smart day dress as they call it and I never wore it last year.
So this summer I took it off the hanger and gave it a cold rinse - it's 100% cotton - and it's shrunk- it was a very close fit before but the next size up was much bigger.

I returned it and have just had an email from them saying they have refunded me 75% of the cost as it's over a year old.

I don't get this- if something shrinks and it's clearly not been worn a lot ( or at all in this case) surely when it was bought is not the point?

I've emailed them to query but would love to know if anyone else has experienced this.

And no- I wasn't trying to pull a fast one with them- I've not put weight on and all my other summer clothes from last year fit fine!

OP posts:
Chewbecca · 15/06/2014 00:09

Regardless of the extra details, I still think you were bloody lucky to get the 75% credit note & it evidences that Boden are more than fair in their policies and that you are unreasonable in your expectations.

myusernameis · 15/06/2014 00:29

I think you've done really well to get any sort of refund after a year.

Off topic - I'd never even heard of Boden before mn but they seem so popular on here I don't know how I missed them!

TwoInTheMourning · 15/06/2014 08:19

Let it go..let it gooo

MrsCampbellBlack · 15/06/2014 08:22

Can't wear the dress anymore . . .

Rainydayblues · 15/06/2014 08:28

I agree with the op, the item shrunk it was faulty she should have got a full refund, I think Boden were a bit mean to quibble over £20.

Original poster
lazysummerdays · 15/06/2014 08:30

MrsCB- I don't understand your comment Confused

I am letting it go- once I've had a reply from them.
I measured the dress which I returned and compared the measurements against those on the website- they have the same dress for sale this year- and I included the info in my letter to them. It had shrunk by over an inch all over- length, waist etc.

So having been rinsed once on a cold rinse, I cannot see how this is anything but a fault and the year- thing is irrelevant.

But anyway- no one here agrees so I will continue to talk to them and see what happens.

OP posts:
MrsCampbellBlack · 15/06/2014 08:32

Sorry, was following on from twointhemorning with the 'frozen' theme.

Why did you even do a cold rinse on an unworn dress?

LadyintheRadiator · 15/06/2014 08:37

This reply has been deleted

Message withdrawn at poster's request.

Tweetinat · 15/06/2014 08:44

I don't get why you would wait a year to wash a dress that you suspected would shrink - so much so that you even called to confirm the policy in case it happened Confused

Original poster
lazysummerdays · 15/06/2014 08:44

Because it had been hanging in the wardrobe and I felt it was slightly dusty- Okay???

And I don't agree about other companies. I suspect that John Lewis would refund 100% on something that shrunk regardless of a time scale. The timescale is irrelevant and I don't know why you are all so focused on it.

Their returns policy is that you can return anything at any time although they prefer within 3 months if possible. I returned something unworn after 9 months and got a full refund.

I wasn't given an option of 75% credit or returning it to me and the point is what I was told by phone- which was that the £80 odd cost would be credited without question - is not what has happened.

Anyway- I'm leaving this thread now and will talk to them.

OP posts:
Tweetinat · 15/06/2014 08:52

Retailers are within their right to make a deduction for reasonable 'use' if an item develops a fault after a period of time. In this case, Boden feel that 25% is a reasonable deduction for a dress that has been purchased over a year ago and (for all they know) been used for this time. I really doubt they can figure out how much a dress has been worn so have to assume that most people would have worn it after having it a year. They are perfectly within their rights under the Sale of Goods Act and I think are acting rather reasonably. Perhaps if you Google the relevant legislation you may come to the same realisation too.

Original poster
lazysummerdays · 15/06/2014 10:08

This really is my final post!
But- I feel I am banging my head against a brick wall here.
If something shrinks then it doesn't matter if it has been worn once or 50 times - clothes are not supposed to shrink and this is not wear and tear, like shoes falling apart or seams coming undone over time.
There seem to be a few people here who think I am trying to pull a fast one. I'm not.
I bought a size 8. The 10 was massively bigger. The 8 was a neat fit- it's a very fitted style and it looked better in the 8 than the 10.
However it's 100% cotton with a 100% cotton lining. I knew from experience that some cottons do shrink when washed. That is why I phoned them to check their policy. As it was a smarter 'occasion' type dress it wasn't worn last year- so took it out to wear this year - and you know the rest.

OP posts:
Only1scoop · 15/06/2014 10:14

Strange you phoned up and asked specifically about shrinkage when you bought it.

I think they have been more than fair sending you a return label and envelope....so no cost to you to return over a year from purchase....and 75 percent of purchase.

You have reminded me why I shop with Boden their service is pretty fantastic.

Original poster
lazysummerdays · 15/06/2014 10:17

No- not strange- it's called having a brain, thinking ahead and wondering what they would do if something that was a neat fit shrunk.

OP posts:
Tweetinat · 15/06/2014 10:42

Lazy - no, clothes are not supposed to shrink, but if they DO and it happens to be quite a long time after you've purchased then the retailer has every right BY LAW to make a reasonable deduction based on the fact that you have had use of this item before it shrunk. NOTE that this is NOT the same as assuming wear and tear that has contributed to the shrinkage. If you had washed the dress straight away and returned it immediately, then they would have given you a full refund as you would have had no use of the item. After a YEAR, then it is reasonable for them to assume that you have had a whole year's worth of use. Now in your case you hadn't, but that is just bad circumstance and unfortunate. However, they are acting entirely within the law, no matter how much you dislike the outcome.

BikeRunSki · 15/06/2014 10:45

But, i think Boden could reasonably have expected you to have washed the dress before now, and highlight any problems.

Tweetinat · 15/06/2014 10:48

www.which.co.uk/consumer-rights/problem/what-do-i-do-if-i-have-a-faulty-product

"If the retailer refuses to provide any remedy, such as replacing the item, you can either have your money back minus an amount for the use you've had of it, or keep the item and get a reduction on the price you paid."

www.which.co.uk/consumer-rights/regulation/sale-of-goods-act

"If you buy a product that turns out to be faulty, you can choose to reject it which means you can give it back and get a refund. But, the law only gives you a reasonable time to do this – what's reasonable depends on the product and how obvious the fault is. However, even with major purchases or complex items, it’s safest to work on the basis you usually have no more than three to four weeks from when you receive it to reject it."

VerucaInTheNutRoom · 15/06/2014 10:56

You are right , you ARE banging your head against a brick wall because NO ONE agrees with you. After a year, 75% credit refund is more than generous.

dottytablecloth · 15/06/2014 11:12

Just use the 75% credit refund, use a discount code and order a new dress!

Excellent customer service from Boden IMHO!

I wouldn't waste anymore of my time getting in a state about it, if I were you.

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