Complaining about quality of an item - has anyone done it?

[Notcontent]

Last year I bought a wool coat from a high street shop that has recently been making a big deal about the quality of their clothes. The coat was over £300. I have only worn it about 10 times as I mostly wear my more practical puffer coat. I wore it today and noticed the belt is coming apart (the seam has come undone). I am really unimpressed.

would you/have you complained about this kind of thing?

You can complain, but you won't get very far
Under consumer law the burden of proof lays on you to show that the defect was there at the point of manufacturing. The retailer will say that is usual wear and tear and that anything can happen to that coat in different weather conditions etc etc. I wouldn't waste my time

That's not true, if you've owned the item for less than six months, the assumption is that any fault was there when you bought it - it's up to the seller to prove you wrong.

After six months, the burden of proof is reversed, and you'd have to prove the fault was there from the start

When did you buy it OP?

@Overpayment OP said last year hence the 6m sadly doesn't apply

I did with LKBennett and it went nowhere. I bought two pairs of stunning platform loafers (black and burgundy), they were going to be my staple winter shoe but the soles were lacking in grip so after a couple of wears I had textured soles put on them. Unfortunately the wooden heels marked really easily and they looked really worn after about a month of wear - and that’s both pairs. I took pictures and complained but they only offered a £45 refund for each pair and I paid £275 each for them. They were adamant that as I had put different soles on them that it voided any right to have them replaced which I couldn’t really argue. I did however expect shoes of that cost and presumed quality to last a season at least.

it’s disappointing, isn’t it. I had look and this brand (whistles) claims to do repairs so I am going to go on the weekend and speak to them.

I would definitely complain. You paid a lot and deserve an item to last and be well made and fit for purpose.

So disappointing! Focus on that.

A friend bought a jigsaw coat a few years ago ,it shead you couldn't use a bag with it and where the arms met the body went bald, they went back to complain after about a month and manager just said "oh yeah, I wouldn't use a handbag either" and refused a refund or exchange
Nothing no apologies no solution

Can you not just re-stitch the seam? I get it that it’s disappointing but it doesn’t sound like anything that can’t be easily repaired and then you’ll have a nice coat back. Dry cleaners also do repairs.

I've done it with whistles op and they refunded no quibble. I bought a pair of flatform sandals, and they didn't last long at all. The strap partially detached iirc. They were expensive. I bought online and sent them some pics. Got a full refund.

Some are better than others. I had a handbag from M and S for more than 5 years. The strap broke on my lunchbreak, I went in and they replaced it straightaway. When I worked in retail the rule was clothing should last six years. I used to get annoyed that people would deliberately damage kids clothes, say break a zip and then return it and take the next size up! Cheeky beggars. I worked in Adams so it was almost weekly same with shoes, the velcros gone ill have the next size up please.

I could try to get someone to fix it but the coat is almost new! It shouldn’t be falling apart.

I did it with M&S. An embellished jumper bobbled so badly after 2 washes it was unwearable. I returned it to head office. They obviously agreed with me because they refunded the purchase price and my postage. No apology though.

I've pretty much given up with M&S. The quality is consistently rubbish. Primark is better and the shops are better staffed.

The year before I bought some M&S Christmas PJs. I wore them a few days over Xmas and New Year so probably washed 3 times. They faded so much I put them in the textile recycling whereas Primark PJs wash and wash and still look like new.

I've been brushed off in-store by Russell & Bromley but sent the shoes back with their dodgy heels (as I walked the heels moved, hard to explain) to head office who apologised on behalf of the store and provided a full refund. It's worth escalating if you are really unhappy but if you like the coat and the repair is simple I think I'd get the belt restitched.

I took a padded coat back to marks and spencer after 3 months, the cuffs were knitted and had balled badly after 3/4 wares, got a full refund, not so lucky with a radley bag, after 1 year the leather handle started to split. It got sent back to radley but they said it was ware and tear, after 1 year a £200 bag, I've had cheap bags from h& m last a lot longer, so I'd never buy another one.

Yes, when there are genuine faults. I had a jacket with a poor hem from punkyfish, they replaced it after a year (I hadn’t noticed how bad it was until the filling started pouring out).

I’ve also returned levis several times for poor hems, falling apart in less than 12 months. They used to guarantee jeans for a year, not sure if they still do.

I once had some Timberlands that were glued together badly. Luckily I spotted it before wearing them out, so they got returned with the month.

Yes you need to go into a store though - preferably when it's nice and busy. You need to complain loudly but politely. You just need to keep repeating yourself "I've only worn it a few times and it's coming apart". Keep going until they give you a refund or a new one.