Warranty expectations

[papa kot]

So what is the general expectations for warranty on items purchased from stores or brands one would consider to be at least slightly above average?

I know that some manufacturers offer lifetime warranty on their products and while I did not expect a lifetime warranty on a recent purchase at Brooks Brothers, I was quite surprised that I had to shell out $20 to repair 1" of a seam on a $400 sweater. (And that is from a store I visit frequently where sales people know me by name.)

My initial thought -- WTF? Am I over-reacting?

 

[Academic2]

How long after buying it did you bring it back to be mended?

Cheers,

Ac

 

[papa kot]

This happened twice to the same sweater. Once within 1 week. The second time within a year. Given the fact that I've done a lot of business with that particular store and with the company in general, I was sort of taken by surprise.

For comparison, I've asked the owner of another locally owned shop about the same type of repairs. His answer - just bring it in and we'll take care of you.

 

[Academic2]

Within a week I'd expect an exchange, not a repair.

After a year I doubt I'd expect anything.

Cheers,

Ac

 

[ter1413]



Within a week I'd expect an exchange, not a repair.

After a year I doubt I'd expect anything.

Cheers,

Ac

+1

If the need for repair during the first week was your fault, I would not "expect" it to be free.

 

[SuitedDx]



So what is the general expectations for warranty on items purchased from stores or brands one would consider to be at least slightly above average? 

I know that some manufacturers offer lifetime warranty on their products and while I did not expect a lifetime warranty on a recent purchase at Brooks Brothers, I was quite surprised that I had to shell out $20 to repair 1" of a seam on a $400 sweater. (And that is from a store I visit frequently where sales people know me by name.)

My initial thought -- WTF?  Am I over-reacting?

If it is a factory defect or something, unworn (or maybe worn for the first time then something comes undone), I assume most reputable stores would be open to exchanging the item within the outlined return/exchange policy. Anything after that is up in the air and can vary. I do not assume most clothing have "warranties" unless they are outlined (e.g., my technical/sports equipment/clothing). I do not expect Brooks Brothers, Paul Stuart, Barney's, etc. to repair a damage after the aforementioned policy's time frame has expired. I also do not expect any complimentary repair if I wore something numerous times and then something happens (even if it was within the return/exchange time frame). Any gesture would be an example of superb customer service to me than expected maintenance.

There is a difference between distributors and manufacturers and Brooks Brothers stores fall in the former category. Maybe shops can start charging for extended warranties like in Best Buy.

Sorry to hear about the sweater. Maybe try Paul Stuart's down the block if you're in NYC.

 

[ter1413]



This happened twice to the same sweater.  Once within 1 week.  The second time within a year. Given the fact that I've done a lot of business with that particular store and with the company in general, I was sort of taken by surprise. 

For comparison, I've asked the owner of another locally owned shop about the same type of repairs.  His answer - just bring it in and we'll take care of you. 

Really? Within a year you were surprised?

 

[Veremund]



For comparison, I've asked the owner of another locally owned shop about the same type of repairs.  His answer - just bring it in and we'll take care of you. 

Good reason to shop with smaller businesses.

 

[Holdfast]

Maybe I'm a little out of step, but I've never even considered the concept of a "warranty" on clothes.

Sure, if I found something wrong with an item like a manufacturing defect once I got home and took a closer look at it, I'd expect an exchange if the tags remained attached or it was otherwise obviously unworn (in the case of shoes or similar). And if the shop had a return policy on NWT items within a certain time, then of course I'd expect them to honour that. But beyond that, and certainly after first wear, I wouldn't expect anything more from them, regardless of how regular a customer I was.

Now, if we're talking about a fit tweak on a bespoke item or something of that ilk, within a reasonable number of wears from initially accepting the item, then I'd consider that part of the deal. But I think it's fair to say that's something conceptually different to what's being talked about in this thread.

I would also say that while it's probably true that smaller shops are more likely to go above & beyond in terms of making unhappy customers happy again, I do think that's largely because they would find it harder to take the hit from local bad word of mouth, rather than because they're doing what they consider fair & reasonable. In a way, I find it a bit exploitative to expect them to go that extra mile.

Obviously, if any retailer - large or small - did implement a specific "warranty" or similar, then I'd certainly expect them to honour it. I think that it would be brave to the point of foolish for them to do so, especially in light of many people's expectations these days.