Quality Control Issues and Customer Response: UPDATE

Not long ago I wrote about an issue I encountered when I laundered (according to care instructions) a dress I purchased from the website of Urban Outfitters. I am happy to report that I was able to return it to the brick and mortar store without a hitch. The salesperson was very understanding and apologetic. And although this isn't the sort of thing I would do unless I was extremely disappointed in the wear and longevity of a garment, I am glad to know that it is possible at this particular retailer.

It is disappointing when we encounter quality control issues in the places we shop. Receiving something that turns out to be shoddy or defective can compromise consumer confidence in a brand. But knowing that Anthropologie and Urban Outfitters (both owned under the same umbrella) are willing to take responsibility for quality issues when they arise is enough to keep me coming back in the future.

Quality Control Issues and Customer Response

I bought a dress from Urban Outfitters back in October and am having a dilemma. Although the dress is very cute, the button loop at the neckline broke immediately and after I laundered it (exactly according to the care instructions, although I did not tumble dry like it said I could for fear of shrinking) the already short dress shrunk considerably. Now I realize it was not the world's most expensive dress. But even for $44 I expected it to hold up for longer than 2 short (dinner-length) wears and 1 wash!

I am still within the holiday return window and need to decide whether I should take the dress to the store or call and ask if I can mail it back due to defects. Or should I just eat the money and be annoyed? What would you do?

Do you ever feel timid about asking retailers to stand by their products? I normally wouldn't but the idea of staring the hip Urban Outfitter customer service staff in the face, explaining that "I simply cannot wear a butt-displaying former-dress-now-tunic, therefore I want a refund," makes me nervous.

This entire experience is also a lesson about the futility of buying cute but cheap thrills. It is a lesson I have learned too many times over!