Sweaty Betty complaint: Refusal to resolve damaged item refund

Dear Sir, Madam –

I bought a number of items at the SB’s outlet in York (see receipt attached). I’ve been using the white bra in question and the other two tank tops with no sleeves with no issues, and loving them!

Yesterday, 6 June 2023, I decided to try out the long sleeve top for a run and, afterwards, the white bra was heavily stained blue/purple from the long sleeve top. That surprised me because I had no issues whatsoever with the no sleeves tank tops, and the long sleeve one is supposed to endure sweat without any damage.

I tried to hand wash the bra but it’s really stained. See photos attached.

Receipt attached – items in question are Distance Long Sleeve Top Black and Power Medium Sports Bra White.

I would like a new white bra and to return the long sleeve top, as it’s staining everything it touches.

I’ve emailed Sweaty Betty customer service who refuse to understand the issue and say that I need to go back to the York shop to return it in person. I’ve said a few times I live in London and will not be going to York until December earliest for which they replied I will then lose my guarantee.

This is just not fair as both items are damaged not from my own usage but, in the case of the long sleeve top, from factory – which then damaged the bra.

I’ve tried to reason with them but they’re giving me robotic replies such as:

So that I can investigate this further for the long-sleeve top, please kindly the order number for the long-sleeve top.

Please note that if this was purchased from one of our outlet stores then in that case you will need to contact that store directly and they will advise you further.

I hope this helps, if you have any further questions, please do not hesitate to get back in touch as I will be right here to help.

This is truly infuriating and really not fair, as the items were expensive!

Thank you for any help you can give me.
Carolina Cristiani