Musto - **** quality/service :(

[Cardo]

I'll start by saying I have been a big fan of Musto stuff for quite a few years and most of my kit is from them. However, we have sadly had a bad experience with them recently and I feel I should share so others are aware.

We bought waterproofs for ourselves for Christmas just over two years ago. This included jackets and salopettes. My kit seems to be fine and SWMBO's salopettes are fine, but unfortunately her jacket has failed miserably.
The waterproof lining on the inside of the jacket has essentially crumbled and delaminated from the outer material. Considering the jacket has only seen light use over the last couple of years I feel this is some kind of manufacturing fault.
I've attached a couple of pics that may help give an idea of what's happened...


We emailed Musto including various pictures explaining our predicament. The email we received in response was less than inspiring. Their view was that two years was the expected lifetime for the product and that if the product was within the 2 year warranty then we should take it back to the retailer. Of course, as is nearly always the case, we noticed the damage just outside of the 2 year warranty period.

We replied to Musto explaining our disappointment in their response. There is no way a product that cost what it did should fail after only two years of light use, seeing as we have various other garments that have lasted far longer that were bought at similar price points.

Musto have not replied to our latest email.

Needless to say, we are not impressed. I've always believed Musto were a quality brand and having seen posts on this forum about their good after sales support, I am really disappointed with the response we received.

So, now we're left wondering what to get as a replacement!

 

[sailorman]

Write to Nigel Musto

search "Musto lifetime Promise"

I'll start by saying I have been a big fan of Musto stuff for quite a few years and most of my kit is from them. However, we have sadly had a bad experience with them recently and I feel I should share so others are aware.

We bought waterproofs for ourselves for Christmas just over two years ago. This included jackets and salopettes. My kit seems to be fine and SWMBO's salopettes are fine, but unfortunately her jacket has failed miserably.
The waterproof lining on the inside of the jacket has essentially crumbled and delaminated from the outer material. Considering the jacket has only seen light use over the last couple of years I feel this is some kind of manufacturing fault.
I've attached a couple of pics that may help give an idea of what's happened...
View attachment 27816View attachment 27815

We emailed Musto including various pictures explaining our predicament. The email we received in response was less than inspiring. Their view was that two years was the expected lifetime for the product and that if the product was within the 2 year warranty then we should take it back to the retailer. Of course, as is nearly always the case, we noticed the damage just outside of the 2 year warranty period.

We replied to Musto explaining our disappointment in their response. There is no way a product that cost what it did should fail after only two years of light use, seeing as we have various other garments that have lasted far longer that were bought at similar price points.

Musto have not replied to our latest email.

Needless to say, we are not impressed. I've always believed Musto were a quality brand and having seen posts on this forum about their good after sales support, I am really disappointed with the response we received.

So, now we're left wondering what to get as a replacement!

 

[Cardo]

Write to Nigel Musto

search "Musto lifetime Promise"

Interesting thread (albeit rather long!). I can't help notice there is no mention of any lifetime warranty on the Musto website these days! Whilst the jacket wasn't exactly expensive, I do have a similar priced North Face ski jacket that I bought going on 10 years ago that I wear regularly and this is as good as new.

It would appear Musto haven't learnt a thing from your poor experience, sadly.

 

[BruceDanforth]

Was it goretex or that cheaper rubbery stuff which always fails?

 

[sailorman]

Write to Nigel tell him the whole story & state "Not of merchantable quality", also mention you have asked for advise on the YBW.
that should fix it

Interesting thread (albeit rather long!). I can't help notice there is no mention of any lifetime warranty on the Musto website these days! Whilst the jacket wasn't exactly expensive, I do have a similar priced North Face ski jacket that I bought going on 10 years ago that I wear regularly and this is as good as new.

It would appear Musto haven't learnt a thing from your poor experience, sadly.

 

[michael_w]

Douglas Gill stuff has a "lifetime warranty" which they do honour. I'm on my second jacket and third pair of trousers. I'd rather have gear that lasted like my old non breathable Henri-Lloyd Ocean Racer did 10 seasons before being relegated to dinghy sailing and gardening.

 

[sailorman]

GARDENING

Douglas Gill stuff has a "lifetime warranty" which they do honour. I'm on my second jacket and third pair of trousers. I'd rather have gear that lasted like my old non breathable Henri-Lloyd Ocean Racer did 10 seasons before being relegated to dinghy sailing and gardening.

 

[KenMcCulloch]

I'm surprised. 6 years ago I bought a set of MPX waterproofs, last spring they started to show signs of delamination. I took them back to The Bosun's Locker at Port Edgar, they sent them back to Musto nd about 3 weeks later I was supplied with a brand new set.

 

[Iain C]

Surprised too. I had an MPX suit which started to delaminate...replaced directly by Musto no questions asked...

 

[Cardo]

I'm surprised. 6 years ago I bought a set of MPX waterproofs, last spring they started to show signs of delamination. I took them back to The Bosun's Locker at Port Edgar, they sent them back to Musto nd about 3 weeks later I was supplied with a brand new set.

Surprised too. I had an MPX suit which started to delaminate...replaced directly by Musto no questions asked...

I think they treat their MPX customers a little better than their cheaper range customers. I don't think I'm a valuable enough customer!

 

[mainsail1]

I seem to remember that Nigel Musto sold the majority share in the business some time ago. At the time I thought to myself that it 'meant the end of Musto as we know it, Jim' Anybody else have any info on whether I am correct?

 

[Jamesuk]

What was the product? You could write to Musto, If the value is under £100 you should get an easy replacement. From the pictures tho it does not look like a Goretex product. With Gore they are protected because it is GoreTex.

Most brands are good but like anything we buy these days we always have to refer to the "consumer rights act" 6 years. You need to prove that it had a fault when you bought it basically.

 

[Iain C]

Yep, you might have a point in Goretex being the defining factor. My mate ripped a pocket on a BR2 and they weren't that interested.

I actually had a pair of HPX boots swapped at the same time. I know some people balk at the cost of high end kit, and I scrimp in many areas, but that isn't one! You pays yer money and all that...

 

[Jamesuk]

Nope

 

[Cardo]

The jacket is a simple BR1 coastal jacket or something like that. Not Gore-Tex and certainly at the lower end. Musto made it pretty clear these items are cheapo disposable items that aren't expected to last more than a season or so.

Rip-Off Britain at its best.

 

[sailorman]

I believe it started to go tits-up & he came back a little before i wrote to him about the "Musto lifetime promise" they tried to dodge

I seem to remember that Nigel Musto sold the majority share in the business some time ago. At the time I thought to myself that it 'meant the end of Musto as we know it, Jim' Anybody else have any info on whether I am correct?

 

[Applescruffs]

I'm ashamed to say that I probably have: pants, 'T'-shirts, jeans, jumpers..etc...et.al....that have at least 10 year history...no problem....probably cost less than £2 a pop.....so a two year warrenty on 'quality clothing' ??

take the buggers to the small claims court....as not fit for purpose.....have you worn them half a dozen time in the last two years?...I doubt it ....I've worn my Lidle underwear at least once a week...and still going strong !

Nuff said ?

 

[Jamesuk]

I believe it started to go tits-up & he came back a little before i wrote to him about the "Musto lifetime promise" they tried to dodge

Yes your right. Musto under new leadership, put the Technical brand on the back burner and went all out for the casual clothing explosion.... competing on price with Fat Face and other similar brands. Saturated market. I think the people who took over were from Reebok the name Andy Townsend springs to mind.

I think Nigel came back in 2009/10 and basically advised Musto to sell off all the Casual clothing. You may remember the 70% off sale in September 2009, I think they are still selling off some of that stuff too )

 

[SAMYL]

I'll start by saying I have been a big fan of Musto stuff for quite a few years and most of my kit is from them. However, we have sadly had a bad experience with them recently and I feel I should share so others are aware.

We bought waterproofs for ourselves for Christmas just over two years ago. This included jackets and salopettes. My kit seems to be fine and SWMBO's salopettes are fine, but unfortunately her jacket has failed miserably.
The waterproof lining on the inside of the jacket has essentially crumbled and delaminated from the outer material. Considering the jacket has only seen light use over the last couple of years I feel this is some kind of manufacturing fault.
I've attached a couple of pics that may help give an idea of what's happened...
View attachment 27816View attachment 27815

We emailed Musto including various pictures explaining our predicament. The email we received in response was less than inspiring. Their view was that two years was the expected lifetime for the product and that if the product was within the 2 year warranty then we should take it back to the retailer. Of course, as is nearly always the case, we noticed the damage just outside of the 2 year warranty period.

We replied to Musto explaining our disappointment in their response. There is no way a product that cost what it did should fail after only two years of light use, seeing as we have various other garments that have lasted far longer that were bought at similar price points.

Musto have not replied to our latest email.

Needless to say, we are not impressed. I've always believed Musto were a quality brand and having seen posts on this forum about their good after sales support, I am really disappointed with the response we received.

So, now we're left wondering what to get as a replacement!

Don't just write to them. Send back the defective garments with a covering letter, they then have to do 'something' with them which could be to just send them back but they may also repair or replace.

Make sure you send them 'Recorded Delivery' too.

Worth a try.

 

[Tricia]

We had a similar problem with a Decathlon jacket. The lining literally delaminated and ended up in tiny crumbs over everything. We emailed Decathlon who told us to contact the shop where we bought it as they do not exchange goods. We resent the email and photos and asked them to pass them to the CEO. He replied that they did not replace goods, we then sent him the photos and he then admitted that they had had problems with the lining and would replace and ship the jacket free of charge. The jacket was 4 years old at the time. I would use Decathlon again simply because of this.

I suggest that you find out who the CEO of Musto is and write explaining your disappointment in both the quality of the garment and their attitude to a long standing customer. I tend to be combative, but Rob always insists that we write a potted history and explain how upset we are by the failure of the garment/part whatever.

Good luck and don't give up.