Vanish Gold powerGel Destroyed my best coat

I used Vanish Gold Powergel stain remover after seeing the TV advertisement showing all sorts of stains being removed from all sorts of materials. I used the product on my best Bugatti jacket and it absolutely destroyed it. Prior to this I had used Vanish Spray many times without a problem. I complained to their Consumer relations UK and after sending photos and all the data requested, I was told that I should have read the instructions on the bottle label, where it says “Test on the material before use”. Just tough luck on me

This is the timeline story with photos. I would be very interested to find out if it has happened to others

Contact me at : reunitedfamily@gmail.com 

Contacted: February 2016

Coat destroyed so I contacted the Reckitt Benckiser Group plc group consumer Relations UK and outlined the problem.

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Reply E-Mail

Reference No: R067778520

CR

Consumer Relations (UK)

 

Reply|

08/02/2016

You

Flag for follow up.

Dear Joe Carr,

Thank you for contacting Reckitt Benckiser. I was concerned to learn the circumstances that you are describing.

The quality and safety of our products is our overriding priority. Not only is every Reckitt Benckiser product thoroughly tested prior to launch in line with strict UK and EC guidelines, but we also continue testing on a regular basis once it is in consumer use.                                 

In order to investigate this further I need you to please provide me with some more information about the incident.

Please send me the batch number and bar code of the Vanish product you have been using along with pictures of the damage and the washing instructions on the washing label of the damaged garment.

I would also be grateful if you could send me your phone number so that I can call you and ask you a few more questions.

Thank you for bringing this to our attention.

Yours sincerely,                              

J******* L*****

Consumer Relations Representative

Proud to be a Game Changer - Motto

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RE: Reference No: R067778520

JC

Joe Carr

 

Reply|

08/02/2016

Consumer Relations UK (europe.consumerrelations@rb.com)

Sent Items

Photos

Hi J**********,

                       Thank you for contacting me. My name is Joe Carr and I live in Cork, Ireland. I bought your product in Dunnes store, Patrick street, Cork, after seeing it advertised on TV. My wife usually uses Vanish spray and has washed this coat a number of times without a problem. 

On this occasion we applied the product mostly to the cuffs and collar and some areas randomly and put it in the washing machine using the normal amount of Comfort liquid and Persil non-bio liquid. I have attached photos of the end result. I have re-sized the photos for sending by e-mail. If you zoom in on the full coat photo at the second button from the bottom you will see a v-shaped stain. The other photos speak for themselves.

 

Regards 

 

Joe


Address

 

***************

***************

Cork

Ireland

***********

 

Mobile Phone (***) 00 353 ************

 

Home Phone  00 353 ***************

   
   

 

______________________________________________________________________________________________________________________________

Date: Mon, 8 Feb 2016 12:24:54 +0100


Dear Joe Carr,

Thank you for contacting Reckitt Benckiser. I was concerned to learn the circumstances that you are describing.

The quality and safety of our products is our overriding priority. Not only is every Reckitt Benckiser product thoroughly tested prior to launch in line with strict UK and EC guidelines, but we also continue testing on a regular basis once it is in consumer use.

                                   

In order to investigate this further I need you to please provide me with some more information about the incident.

Please send me the batch number and bar code of the Vanish product you have been using along with pictures of the damage and the washing instructions on the washing label of the damaged garment.

I would also be grateful if you could send me your phone number so that I can call you and ask you a few more questions.

Thank you for bringing this to our attention.

Yours sincerely,                              

J***** L*****

Consumer Relations Representative

__________________________________________________________________________________________________________________________

Reply|

15/02/2016

You

Dear Joe Carr,

Thank you for the pictures you provided.

Please send me the batch number and bar code of the
 Vanish product you have been using along with picture of the washing instructions on the washing label of the damaged garment.

Thank you for bringing this to our attention.

Yours sincerely, 

J******** L****

Consumer Relations Representative

____________________________________________________________________________________________________________________

RE: Reference No: R067778520

JC

Joe Carr

 

Reply|

15/02/2016

Consumer Relations UK (europe.consumerrelations@rb.com)

Sent Items

Photos

3 attachments (5 MB)

 

Hi J**********,

                       I have already sent you photos of the washing instruction label and of the bottle showing the bar code. 

 

I will attach the full size photos this time. the bar code is:  5 011417 559925

 

 

Regards

 

Joe

 ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

From: Europe.ConsumerRelations@rb.com
To: joer@mail.com
CC:
 
Subject: Reference No: R067778520
Date: Mon, 7 Mar 2016 09:29:11 +0100


Dear Mr. Carr,

  

I am pleased to inform you that we have completed our investigation on the batch number involved in this matter.

 

According to our technical department, no manufacturing faulty issue could be highlighted in relation to the sample you have been using, therefore it is unlikely that the cause of such inconvenience could be found in the quality of the product itself.

This product need to be used according the usage instructions. As advised, a test need to be performed to the fabric, before apply it.

We therefore consider this a misuse of the product, as the instructions were not followed and we cannot accept liability for the damage.

 

We always advise to follow label instructions and to perform a patch test before use.


As we sympathize with your situation and recognize that it is disappointing when these things happen we can offer you some vouchers as a gesture of good will. In order for me to send you these, please send me your full address.

 

I am really sorry for the inconvenience.

Yours sincerely,

 

J******** L*****

Consumer Relations

Proud to be a Game Changer                    An interesting Moto - They don't tell you read the label when advertising on TV

_____________________________________________________________________________________________________________________________

RE: Reference No: R067778520

JC

Joe Carr

 

Reply|

08/03/2016

Consumer Relations IRELAND (europe.consumerrelations@rb.com)

Sent Items

Hi J**********

                        I am very disappointed that an apparent reputable company should act so dismissively. I already told you that we had used Vanish spray on my coat without any damage occurring, so why should I run tests on the same product in a slightly different form. I have made an appointment with my solicitor for next week and he will be dealing with the matter from this point onwards.

 

Regards

 

Joe 

_____________________________________________________________________________________________________________________________

Reference No: R067778520

CR

Consumer Relations (IRELAND)

https://cdn1.evernote.com/outlook/images/app-icon-16.png

 

Reply|

10/03/2016

You

Dear Mr. Carr,

I am writing further to your email regarding Vanish and thank you for enabling us to gather further information.

Reckitt Benckiser has made its reputation providing consumers with effective, quality products that are convenient and safe to use. The product is safe to use when used in accordance with the directions for use and precautions, demonstrated by the vast majority of consumers who have a positive result when using the products and purchase them time and again.

The quality and safety of our products is our overriding priority.  Not only is every Reckitt Benckiser product thoroughly tested prior to launch in line with strict UK and EC guidelines, but we also continue testing on a regular basis once it is in consumer use.

Please find below the instruction finding on the bottle:
 always follow the washing instructions. Safe on colours and whites when used in accordance with manufacturers instructions. And check for colour fastness by testing the product on an inconspicuous or hidden area of the fabric. Rinse and allow to dry.

The instructions state: for normal cleaning let it stand for 5 minutes. This time limit applies to the compatibility test area.

Unfortunately, as the usage directions of this product have not been followed and we are unable to accept any liability for the damage caused. 

Reckitt Benckiser now see this matter as closed and would like to take this opportunity for to thank you for your co-operation. 

I apologise for any inconvenience this has caused.


Thank you for the email.

Yours Sincerely,

J********** L*****

Reckitt Benckiser

Consumer Relations Representative 

 

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Footnote:

I was advised to bring it before the small claims court as the value of the coat was just over 300 euro. I decided to just alert others to the dangers and let them know what to expect when things go wrong and you have not read the small print.