United Colors Of Benetton — Staff breaching consumer rights

I wish to lodge a complaint with you in respect of a coat which I purchased at your
Stephen's Green store (Dublin) on the evening of January 9th last.


I paid €99 (sale price) for a camel coat for which I used my credit card to purchase. Upon returning home,
I re-tried on the coat and my boyfriend noticed that the stitching is
misaligned on one side of the coat resulting in the coat being very ill-fitted.
This is a defect with the coat and the true size 6 (as advertised) is not
representative of this garment. Disappointingly, I had not spotted this defect
upon purchase of the coat as admittedly it is a beautiful coat.


Upon return to the store on January 17th last, I produced my receipt as proof of purchase
and met with an assistant who informed me that you do not refund items due to
change of mind. I explained that what she was saying was incorrect and that in
my view, the item was faulty as it does not represent a size 6 and does not fit
me properly. We were interrupted by the store manager who again used the same
terminology in denying me my right to a refund, ie: that they did not refund an
item whereby a person changes their mind. The assistant was pleasant in her
dealings. However, the manager was rude and continued to press me about trying
it on and not being entitled to a refund. Her tone was very confrontational and
at one point she apologised in a very flippant, unhelpful manner. I told her
that she was not sorry due to the manner in which she conducted herself and
that I would hold onto the coat and seek my refund through an alternative
avenue. At no time did I say I "changed my mind" yet this was being
pushed upon me by the manager as Benetton's ground for not furnishing a refund.
I was shown a consumer rights card at the till and I then presented my
Barrister identification as the situation was wholly unacceptable. I am
familiar with the consumer legislation and never once have I had to engage is
this type of discussion with a retailer. The manner in which I was dealt with was a poor reflection of the store.


I note that there is no facility evident online as to how to lodge a complaint. No offer
was put forward by the manager as to how I could escalate matters in an attempt
to resolve them. I am willing to return the coat but your store manager was
intent on not engaging in such discussions. Therefore, I have had to retain the
coat. As a comparative, I recently exchanged a dress at Topshop on Stephen’s
Green and had zero issue with doing so. I would be slow to ever make further
purchases at Benetton.


My sales receipt is valid for 14 days which reflects your policy for refund / exchange.
On that basis, I have until January 23rd to receive a refund or
exchange. I would like a full refund of the item by your store and I expect a
swift reply to this email in order to facilitate a speedy rectification of matters.
Alternatively, I will have no option but to pursue a chargeback via my Visa
card company for a refund of the coat. I sent a letter to [protected]@benetton.com which is not working as the ermail was returned.