I bought some elasticated joggers on 16th April. By 15th May (29 days later) the elastic had completely snapped. I contacted Femme Luxe to enquire how to go about returning the item for either a replacement or refund but was told that they only accept faults for 28 days. Over the course of 4 subsequent emails, I quoted the Consumer Rights Act 2015 and I asked for the matter to be referred to the complaints department. I kept getting the same reply from Georgina Smith, ignoring my comments and repeating the 28 day rule. Having read all the negative reviews on here and other review sites, I have reported the company to the Consumer Rights department of Citizens Advice. On hearing my experience, they have reported the company to Trading Standards for restricting rights. I have reported them on principle. I think they are making profits by selling cheap, inferior quality goods and refusing refunds on the basis that most people won’t, or don’t know how to pursue their rights. If everyone reports their experience of this company to Trading Standards, a case will be formed and they will have sufficient evidence to take action against the company. The number to call is 0808 223 1133 and is free from mobiles and landlines. They will also give you a letter template to send to Femme Luxe to help with the claim for your legal rights.
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