Is there an expectation reasonable time to resolve defective item 6 months old?

[aj84]

Hi all,

 

Bit of an odd one - 

 

Item: Mulberry Bag @ £700

Purchase location: Flannels

Purchase Date: 29/11/21

Delivery Date: 4/12/21

Purpose: Christmas Present (unopened until 25/12)

Usage: 3-4 times max since then

 

Fault: Noticed fading in certain spots - Colour is "oxblood" so quite noticeable when faded

First reported: Mulberry In-store on 22/5/22.  They assessed the bag, could not figure out why given the strange placement of the fading (no direct contact in normal day to day use of bag itself) and applied a Mulberry care polish.

Went away only to come back within a few minutes.

Proceeded to colour in the patching with a matched ink pen.  Fading went away... Until we got home and now the bag is patchy with dark ink (new) and original colour elsewhere.

 

So thats the basics covered.

 

1. Spoke to Mulberry who advised Flannels is approved so Mulberry is happy to assess and repair/exchange so to go in-store

2. Today wife goes in-store (different to First reported store)  and Mulberry say no, go back to Flannels.

3. Spoke to Flannels who say as its over 6 months old (it is now by 2 days), speak to Mulberry to get a report 

4. Spoke to Mulberry store who helped us the first time and they have said they can send it to their repair centre as its still under warranty from an approved store.  

 

And now the finale - 

It would take 4-5 weeks for assessment once it reaches the repair centre.  If they deem to go down the repair route, its a further 8-9 weeks plus shipping time back.

 

Quite literally stuck between a rock and a hard place now - 2 months + without the bag that is only 6 months (barely ) old where the stores themselves have seen the issue already and tried to rectify.

 

Only reason we did not go direct to Flannels is I forgot where it was from!  I did very nearly buy it from Mulberry direct but they directed me to Flannels due to stock issue at the time but either way, they seem to be directing us back to Mulberry for a report first.

 

As per subject - how long is too long?

Just think its madness them dragging their heels with this for potentially 2 months (1+ month minimum), us being without the item for that long and of course creeping to the 1 year mark 2 months closer making the overall remaining warranty even less.

 

Thanks as always!

 

[dx100uk]

under CRA 2015 the retailer has one chance to rectify a faulty product outside of 30days from purchase.

the 6mts issue is thus immaterial.

 

you can demand a full refund from the retailer.

 

dx

 

[aj84]

Thanks dx100uk - sorry to clarify

Are you saying I can demand a refund as part of the chance to rectify outside the 30 day period?

We're not even after a refund - just a replacement like for like bag.

 

This is what we got back from Flannels live chat:

 

In line with your consumer rights, any purchases made more than six months ago; requires the consumer to demonstrate that the damage was caused due to a manufacturing fault.

Once this has been done, you are then able to claim a repair or replacement from the retailer or a partial refund.

If you believe that the damage was indeed caused by a manufacturing fault, you will need to seek an independent inspection and provide us with the inspection report on letter headed paper after the fact.

Once we have received the inspection report outlining that the damage caused was due to a manufacturing fault, we are able to offer a repair, replacement or a partial refund.

 

 

[dx100uk]

the original manufacturer Mulberry has already monkey'd around with this bag have they not? is this not thus admittance of a fault?

 

they should be the ones to give you a letter/report to take to the place you purchased it from, Flannels the retailer, and tell them to issue a replacement?