A small mean part of me wants to post a critique on their facebook page, but I don't really like that tactic so I am going to leave it.

I guess I am not one of their frequent customers and they have decided I am expendable. I hope I am because I won't be going back.

I will see if the tailor can fix them - onwards and upwards

Hmmm, you would think the manufacturer's would WANT to know the problem with their stock, wouldn't you?

I understand your feelings. Sometimes it is just not worth it to pursue it.

That is really irritating. What you described is certainly not normal wear and tear. At least you tried.

I might write to the manufacturer directly. Unless the manager is the owner of the company that produced the pants. They should know that their product was inferior, and the manager of the store is too caught up in a defensive mentality to bring it to the manufacturer's attention.
I would be leery of spending more money on them at a tailor.

It is local designer with one boutique (where I shopped) and they wholesale to other places around. I have purchased three or four things there over five or six years - not a big customer. Trying to make products in NZ is hard - much cheaper to outsource to Asia.

I dealt with the same assistant on three times - but I do not think she is the manager - but I think she spoke to the manager.

My take on it is that they think they can get away with it - it is a slightly grey area I guess...

I also think they are foolish - I live in a smallish city - when I told a friend about the pants she told me they would not assist her with a customer service issue either.

I do wonder if I am putting good money after bad at a tailor....if it was the knee where the rip was there could be solutions, but I cannot imagine patching them.

I don't think we have the same standards of service as in the US, and return policies are not so generous here. A voucher for $50, or a decent discount on a new item would be have been a compromise.

But I definitely now need a new pair of pants!!

My own tailor is very inexpensive, but I know that's the exception, not the rule. I don't think I would spend a lot of money on it. Who says that the fabric won't give up in other places afterwards?

I've been following this thread with interest, Sally. Like you, I kind of suspected that the boutique will not refund or replace the product. Customer service in India is much the same....

In any case, I *would* write the review on their FB page. You would be doing a favour to other women who might think they're buying ethically manufactured clothing by shopping local boutiques, but actually would be wasting their money too.

On the other hand, this has happened to me quite a few times too. Usually, it's the fabric that doesn't hold upto regular wear & tear. Getting it fixed at the tailor only makes sense if you're going to keep the trousers for 'infrequent wear' or 'special wear'; not wear them so frequently because they'll again rip after 4-5 wears. If you love them very much and still want to wear them for a few times, get them repaired and wear carefully....that's the best advice I have in this pathetic situation

Sally I am so disappointed for you. I would take the pants to a tailor and get their advice on if mending is going to be successful or if they think the same thing will happen again.

I understand you have a lot taking your attention right now, but I would be inclined to email/write to the owner/designer and politely but clearly express my dissatisfaction. This would not be an acceptable outcome for me.

They really are acting unwisely. I cant recall the saying but it's true that people will share more about an unhappy experience than a positive one.

How disappointing. I've also been interested to read others experiences of service and returns in North America, it does sound so much more generous. I'm sure that many people here (Aus) do try to return worn/ used items, much to the annoyance of SAs and managers. But a faulty item that does not do what it is supposed to do is a different story. The whole episode does leave you wondering if it's worth supporting locals.

That is such a shame, Sally. I think they are being very short-sighted with this policy. I do understand that it is difficult to keep afloat. But I have to say that this is one reason I don't shop much at a local boutique here; they make returns so difficult and any problems are just brushed off/ ignored.

It's frustrating, isn't it? Small independent shops want our business, but they don't have the imagination to offer the kind of service that will create long-term loyalty. So many little shops in my area are exactly the same -- no returns, credit only, no exceptions, etc. I understand the economics of small business (I have one myself) -- but there are several stores I no longer shop at because of this kind of thing. Don't they understand the risks they are taking?

And PS: Personally, I would not post this on Facebook, myself. But I might send the store a private FB message reiterating my discontent with their service and their inability to stand behind their product and letting them know I will be letting my friends know about my disappointment with the store -- loudly and often.

*sigh*

That's how it often goes at independent boutiques - bad return policies. Oh well, Sally. At least you tried. Upward and onward.

Hi Sally, I'm very late here but under the Consumer Guarantees Act 1993 goods must be of "acceptable quality".

Amongst other things this means "fit for purpose", durable and free from minor defects.

A pair of pants purchased this season and only worn a handful of times before ripping is not "fit for purpose" or durable.

I would suggest emailing or FB messaging the store reminding them of their obligations under the act and asking them what they are going to do because you are not satisfied with their initial assessment.

Good luck!