Taking Cettire to VCAT Due to Bag Breaking in 2 Months

Ldomengshu on 19/03/2021 - 10:07
Last edited 19/03/2021 - 16:44 by 1 other user

Hey guys,

I bought a Furla bag worth over $350 from Cettire back in January and just 2 months of use the lock broke down. I asked Cettire customer support for a solution but they just brushed it off saying they don't cover wear and tear. Clearly this isn't reasonable wear and tear and this goes against the ACL since the product wasn't durable. I keep reminding them of the consumer guarantees and sections in the ACL about their responsibilities but are just ignoring it. They only offered 20% refund which is not going to even cover repair costs.

Cettire is based here in Melbourne where I am so I contacted Consumer Affairs VIC which they only recommended me to go with VCAT. Now I am happy to raise it with VCAT if that means they can take this matter more seriously to have them to replace or refund. Any tips?

Thanks!

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Comments

  • holdenmg on 19/03/2021 - 10:30
    +1

    Hi,

    Have a look @ https://www.vcat.vic.gov.au/case-types/goods-and-services/ap…

    Also, it may help you to get a written quote as to what the remedy might cost from a repairer such as https://www.evans.com.au/handbag-repair/
    (although it looks as though Furla may need to do their own repairs).

    Possibly your claim is for a replacement or refund?

    • domengshu on 19/03/2021 - 10:56

      yep, plan to get a quote from Evans tomorrow. But ideally I'd like a replacement or refund since such bags shouldn't even have to breakdown easily.

  • JimmyF on 19/03/2021 - 10:40

    and just 2 months of use the lock broke down

    Pictures please

  • bobbified on 19/03/2021 - 10:42
    -1

    2 months of use the lock broke down

    They only offered 20% refund which is not going to even cover repair costs.

    So they've offered you $70 refund to fix it and it won't cover the repair costs. How much would it cost to fix it?
    If it's just a little more, you could negotiate for it or just go fix it - instead of spending all the time and effort going through VCAT. Unless you want a refund or replacement.

    • domengshu on 19/03/2021 - 10:55

      At this point I'd rather go for a refund or replacement. Just hearing from a couple of repairers I've approached is they want to take the bag apart to secure the screws tightly but ideally they like to stay away from luxury bags.

      • bobbified on 19/03/2021 - 11:07

        At this point I'd rather go for a refund or replacement.

        Fair enough :)

  • xinyi on 19/03/2021 - 10:49
    +4

    Hi,

    You also should be aware, VCAT might, depending on how well you describe the "lock broke down" believe that 60% of the fault lies with wear and tear or because YOU used it wrong and 40% the fault of Cettire. Plus VCAT also costs $60 for a hearing. So you may only get back 40% of the cost of the repair of the bag minus $60

    • domengshu on 19/03/2021 - 11:01

      Hi, would you know how VCAT would be able to interpret fault as partially we used it wrong? If I show that the condition of the bag is mint and no obvious marks that would tamper the lock, would that help to show that the bag was handled with care?

      • Ziggy28 on 19/03/2021 - 12:35

        I think you would have to take and present pictures of the defect so the VCAT arbitrator can determine if it was a manufacturing fault. Because of the covid situation I believe VCAT hearings are now done through online conferencing. Also like mentioned above the VCAT fees are like $65 unless you have a concession card.

        • domengshu on 19/03/2021 - 16:38

          Thanks, I've now started taking more detailed and close up photos. The fee though is tough is a headache. Do you know if there have been successful cases to claim this amount as part of the damages or refund (plus the fee for the company extract)?

          • xinyi on 19/03/2021 - 18:28

            @domengshu: VCAT fees are never recoverable from the defendant. They are a cost upfront that you always lose.

  • SF3 on 19/03/2021 - 11:12

    Can you not try Furla directly?

    • domengshu on 19/03/2021 - 11:15

      I did, they don't want to deal with it since it wasn't purchased directly from them.

      • CheapandUsed on 19/03/2021 - 16:51

        That speaks incredibly poorly about Furla, although it is meant to be the retailer who remedies faulty goods.

        Cettire is an asx listed company (asx:ctt) though, maybe you can try the Twitter/Facebook approach of raising it publicly?

        • temporiser on 20/03/2021 - 08:19

          I would write / email the CEO of the organisation (CTT) and ask for what you want. Make sure you ‘talk up’ their products but let you know how disappointed you are with their product.

          • domengshu on 22/03/2021 - 14:31

            @temporiser: @temporiser Interesting. I was able to find the CEO's email through public documents and may just do that.

  • imnotthetattooguy on 19/11/2023 - 14:26

    How'd this go?

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