Custards

Jan 1, 2024

Poor, Rude & Misinformed Customer Service at Landmark (Broadway)

Poor, Rude & Misinformed Customer Service at Landmark (Broadway) My husband purchased a lemon Cotopaxi "Do Good" sweater from Landmark in Broadway on the 7th Oct 2023 for my birthday gift. When I tried the sweater on, I noticed the shoulder seams were defective as they prominently stuck out so it didn't fall over the shoulders correctly due to the manufacturing defect. The item has never been worn due to the manufacturing defect, and I tried to return the item to the store today for a credit note or exchange, which was rudely and abruptly refused by misinformed (and uneducated) staff that seemed to have a rather high opinion of themselves. We tried to return the item in-store today for a credit note or exchange, unsuccessfully. My husband could not find the receipt, but had digital proof of payment on his mobile phone. However, the shop assistants were able to locate the receipt on the till computer software system also, to demonstrate proof of purchase. However, we were informed that as we are over the 28 days to return an item, a return was not possible. We were more than happy to receive a credit note instead, however, I managed to find multiple other items that would have cost £400 additional income to Landmark, if the exchange was accepted. But we were informed that it was still not possible as per the Landmark T&Cs on the sale of goods. After returning home I looked at Landmark's T&Cs it states the following: "Clause 9. Faulty Goods: We want you to be pleased with your purchase. If you receive Goods that you believe to be faulty, please call our customer service department on 01386 854995 or email us at [email protected],uk", which implies that the store will provide a return, credit note or exchange upon a defective item. The sweater was not made by me. I did not sew its individual parts together to form a single garment, and therefore did not create the manufacturing defect. Only Cotopaxi would have created the defect via their manufacturing/sewing process. As per Landmarls T&Cs, I have followed up Landmark with an email and photographic evidence of the defective top shoulder seams, to give them one final chance of promptly rectifying the situation by honouring a credit note/exchange under the T&Cs of their own sale of goods policy and under the Consumer Rights Act 2015 for defective goods. Under the old Sale of Goods Act 1979 and the new Consumer Rights Act 2015, we are entitled to a credit note or exchange for a non-defective item, contrary to the advice provided by the Landmark misinformed sales assistants and store manager. Under the Consumer Rights Act, regardless or whether we were able to provide a receipt or not, if an item is defective then a full refund can be provided within 30 days or a credit note or exchange must be issued if the item is returned after 30 days of purchase. The extremely poor and misinformed customer service also caused Landmark to miss out on sales of goods reaching an additional £400 yesterday, and any sales that we would spend at Landmark in the future. The item will never be worn as it is defective. It is of insufficient quality and is therefore not fit for purpose to be worn, and should be returned to the manufacturer (Cotopaxi) by Landmark. This is such a shame, as we've shopped at the Broadway landmark for the 7 years we've lived in the Cotswolds and have spent thousands there over the years, and have never experienced such poor customer service as today. But it will mean that we will be strongly inclined not not ever shop in the store again, as a result of the over-inflated egos of the store assistants. Not a great start for Landmark, Broadway for 2024!!!