Guarantee on faulty coat can't provide direct replacement

[dyoovet]

I spent ages looking for a good lightweight raincoat last year and found one at a well-known store. Within a few weeks the hood toggle broke so it doesn't really stay up on my head. The coat is guaranteed for 12 months so I asked for a replacement but they don't stock it any more so have offered a replacement of a different coat (similar colour and style but can't tell how heavy it is, how it fits on me, and without some of the nice detailing I like on my coat) - it is more expensive than my existing one.

While it's a nice gesture I'm frustrated that I have to return my perfectly good coat, that only has a snapped bit of elastic that annoys me every time it rains and the hood blows down! - for it to be thrown away by the retailer and them sending me one I didn't choose, try on etc. I know I don't have to accept it but what would you do?

I originally only asked for a replacement hood but of course they don't do that! Basically what I really want is for them to just send me a new coat I can use when I need a hood but keep my current one as I like it! but that seems cheeky even though it's not like they can re-sell my existing one.

btw I can't just repair the elastic as the toggle thing it needs to be attached to is lost inside the hood and would need cutting open to get to.

I'd ask for my money back. As breaking after a few weeks is not reasonable.

I doubt I can as I left it ages before realising I might be able to get a replacement. I'm annoyed with myself but I just accepted the broken almost-new coat as another stupid miserable little thing in my life that just went a bit wrong and I had to put up with it.

They're refusing to send a new one unless I send my old one back. I think I'll just stick with my current one and accept that they make bad quality coats!

Can you take it to a seamstress? They'll probably be able to retrieve the broken toggle and replace it.

Find out how much to repair it and ask the company for that amount to be refunded?

Alternatively, if you love it and that is all that is faulty, just get it repaired.

I'll second that a decent seamstress could sort it in no time, these people are wizards. I would ask the shop to pay for the repair but suck it up if they won't if I really loved it.

I don't want to be out of pocket! And I am sure they won't refund me. They just repeat their policy over and over. I'm just annoyed that they 'guarantee' a product but don't actually guarantee you can replace that one, iyswim!

I don't think it's unreasonable for them to stick to the terms of their policy.

To fulfil the guarantee as you envisage it, they'd have to keep in stock every variety of coat, in every size, in every colour for a period of 12 months after the final sale for as many coats as they estimate may claim on the guarantee, even after they stopped manufacturing that coat.