New Shoes - "Wear & Tear" after 10 days

poppysocks1

I bought a new pair of boots a couple of weeks ago for #90 - I have worn them for 10 days and already the corners of the heel has worn down on one of the boots (the heels are wide and flat, like mens shoes, they are not stillettoes, just to give you an idea) and they need reheeling. The shoe repair shop said that I definately had to get a refund as I shouldnt be getting them reheeled so soon so I took the shoes back to the independent shop, with receipt and packaging and spoke to the manager. She said that it was not a manufacturing fault with the boot but "wear and tear" and to add insult to injury "some people are heavier on their feet than others". I have a desk job so its not like im on my feet all day! She refused to repair, refund or exchange the boots.

I then wrote to their Head Office - they refused to help, insisting i went back to the shop i bought them in, which i did today. After much insistence on my part that they were "of unsatisfactory quality and unfit for purpose" they begrudgingly sent them back to manufacturer for inspection and depending on the result, i will get a repair done free of charge (but not guaranteed). However the staff have been so rude and after 2 weeks i shouldnt be in this position of needing a repair - i could have just paid for one myself and not gone through the hassle of phoning, emailing and writing to head office plus dealing with unhelpful managers in the shop, but it is just the principle. I am so cross that customers can be treated like this - its wasnt like i was making it all up - i havent been able to wear the boots for a week while i have been trying to sort it all out. I am usually so calm and I said that i will never buy from their shop again.....i really wanted a refund but it was pushing it just getting a repair.

has anyone else had a similar experience and what was the outcome??? I always keep receipts and i am aware of my rights as a consumer but have never been in this situation before. Any advice would be appreciated - thanks!! Though i do feel that i have done all i can now......

Thanks

Poppysocks1

Quackers

There is a company you can send your shoe to for independent testing but i cannot think what they are called. You have to pay but if they find your shoes are faulty then the store you purchased them from will have to reimburse you.

Have a look here to see if you can find any further info:

http://www.britfoot.com/knowledge/links.cfm

I work in a shoe shop so will have a look on sat when I'm back in work to see if I can find any further info but will warn you that I'm a bit forgetful

Trading standards will have a 'shoe info' type leaflet that will give good guidelines. I'd contact your local office as going by the info you have provided the shoes are possibly not fit for purpose.

Hope that helps

Quackers

:hello:I'm back again


I found this on that website:

Problems with footwear which you have bought recently?

The Office of Fair Trading can tell you what to do if you are in dispute with a retailer after buying unsatisfactory footwear.

It has a consumer information line offering practical help when buying goods and services - Tel 0345 22 44 99. You can also order a free leaflet "OFT 9 Buying and Repairing Shoes" which will tell you your rights, what to look out for and what you can do if things go wrong. The order number is 0780 60 60 321. Websites giving information on consumer rights

Advice and information on consumer rights and on the work of the OFT
www.oft.gov.uk

To find your local Citizens Advice Bureaux
www.nacab.org.uk

To find your local Trading Standards department
www.tradingstandards.gov.uk

A directory of links to online advice and information for consumers
www.consumer.gov.uk

poppysocks1

Quackers
Thanks for your quick reply with all the information!!! I have already contacted Consumer Direct (easier than going to Trading Standards, as am at work all day), and they seemed to think that it is hard to argue what constitutes wear and tear, but that i should write to them stating sale of goods act etc which i did, but obviously hasnt made a scrap of difference.

In despair i went back to the shop for a second time today, and as they refused point blank to do refund or exchange it seemed that the only option i had left was to let them send the boots for inspection and possible free repair (if they find them faulty). If i get back the boots and they are repaired then i will at least be able to wear them, but if i get them back without the repair then i will have to cover the cost (and i was quoted #8,95 to get it done). Its just so frustrating, and i felt that i had no option but to have them sent off or otherwise leave the shop with the boots as they are.

Do you know if the free leaflet "OFT 9 Buying and Repairing Shoes" can be downloaded from OFT website - i couldnt see it on there at all. If not i will phone tomorrow.

Thanks again for your help!!

Poppysocks!

Ellie2758

I had a similar experience with a school skirt from in independant shop. Wished I had just gone to BHS and bought a cheaper skirt that would have been easier to get a refund on when it kept splitting at the back seam next to the hem. The shop eventually told me I shouldnt have bought a skirt in that style for a primary aged child. They were also extremely rude. I did eventually get a refund (only after their "guaranteed" repair split open yet again) but with great difficulty and being told that my name had been added to their "banned" list. LOL - they have a list!!! says it all really.

Good luck with your boots - I would be spitting feathers too. All that effort expended makes you really angry.:mad: ARGHHHHHHHHHHH. Moral - avoid independant shops!

Ellie

Heinz

Ellie2758 wrote:

Moral - avoid independant shops!

Isn't that sad, small retailers going to the wall because of supermarket competition and then one lets the whole 'save the small retailer' campaign down with that sort of customer service.

skintchick

I would have gone in, stated Sale of Goods Act, said I wanted a free repair or refund, then refused to leave until I got it. I have done this before, always on a busy Saturday when there's massive queues, and they always cave.

Be polite, just say I am not going until I get the repair/refund, and also, this is crucial, DON'T move from the till. Do not be pushed into a corner, be visible and in the way.

poppysocks1

am so cross.

The head office just called. they wont give a refund, it will only be a repair and this can take up to 3 weeks. So am now without boots for work for 3 weeks.

the girl was rude, and this wasnt even the one from the shop yesterday.

its winding me up so much. i said i cant wait 3 wks. asked for a refund again and they wouldnt . this is so unfair.

what more can i do?????????????

black-saturn

If it was a cheap pair of boots and you did a lot of walking I would understand it but £90 :eek: If it were me after going in the shop and getting no joy I would have written a stiff letter to someone higher up. I hope you get it sorted.

skintchick

If they are going to do the repair for free, I think you'll just have to wait the three weeks.

Varnished_Monkey

Tell me about it! I've put up with my girlfriend going on about EXACTLY the same problem for the last 2 weeks!

:mad: