Sportsdirect - Terrible Service - No cash refund 1 day after purchase

A1_guy

In October 2014, I purchased a Karrimor Long Down Jacket/coat for my wife, from Sports Direct in Borehamwood. I paid £69.99 (reduced from £139.99). The coat tickets stated inter alia, that the coat is "Water Resistant".

This weekend, my wife and I were shopping and we were caught
in a rain shower. My wife complained that the water had gone straight through and she was wet under the arms and around the shoulders. We had been sheltering from the main downpour and having waited for the rain to subside, we walked across the road and down a turning to the car. I do not expect the coat to be waterproof but I also do not expect at that price for a coat to literally allow all the water to penetrate, especially when it clearly states "water resistant" Quite simply, it would be ridiculous for my wife to not wear the coat for the whole winter for fear that it may rain.

This afternoon at approximately 12:20pm, I took the coat (including the original bag, tickets and receipt) back to the store in Borehamwood. My intention was to either exchange (if the coat was faulty or to pay more for a better quality one)I initially spoke to a girl assistant who was very polite and called a lady of senior authority. This lady was also polite and called the Manager; Chris. He immediately said "the coat is not waterproof" I said that I knew that but explained that this was a shower and we were only in it for a few minutes. I also said (as I had previously explained to both the ladies) that I was not looking for a refund but either an exchange as the coat may be faulty or a higher priced item that is both warm and waterproof that I was prepared to pay more towards. Again, the manager said that he was not prepared to exchange as in his opinion "the coat is not faulty" He then said "how do I know that your wife hasn't been standing in a shower for 5 hours"
I said that that was a ridiculous comment to make and his response was "It is my word against yours"

Even if we put the issue of whether or not there is a fault with the
coat aside. For a Manager of a store to speak to a paying customer in that way, is disgraceful. Not only that but he didn't even think to offer a replacement or even to show me an alternative. He was quite simply adamant that he was not going to offer me anything, even if I was prepared to pay more.

The fact is that the coat does not resist water, despite the fact that
it clearly states on the ticket "water resistant" It leaked straight
through to my wife's clothing and the manager was down right rude to me in front of other customers. I then told him that I was going to make sure that people get to know about this He
then responded by saying "get out of my store or I shall call security to have you removed". I know for a fact that Managers of proper and prestigious stores would have substantiated the facts and then dismissed the manager.
I certainly would have thought that a Store Manager would be polite, helpful and try to promote goodwill. Chris (he refused to provide his surname, advising me that he was under no legal obligation to do so) quite clearly did the opposite.
It is very evident that the company do not care about customer care and have their managers enforce that policy. They want your money and have all become very rich on taking it. One of the other commenters had it right when they said that the store staff are unhelpful, the merchandise is low quality and at a low price due to the fact that they own the brands so that the RRP price is actually misappropriation. Perhaps there is a legal argument or case here?

dmcewan

same thing happened to me today, returned my 5 year olds Astro trainers that were purchased last week, he wore them at football for 5 mins on astro and the toe area had lost all its colour. store manager told me that the kid must have sone it on purpose as it was as a scuff, I advised him that to explain why the rubber around the toe was not not to which I got no answer, then the asst manager advised me that is what happened when you purchase cheap trainers.


as far as im concerned there are not fit for purpose as they are football astro trainers, and if the astro discolurs them then they are faulty.


store manager advised that it would be up to the area manager to decide if I can get an exchange or not but could not advise when they would be next in store, when I asked him to call and ask I was advised that he would not call him just for me, great customer service, im guessing that is why the staff are not helpful if there taking there example from the store manager.

trumpton wrote: »

My friend took a pair of her 5 year olds trainers back to SD this week because the sole had started to detach. The assistant said, "What has he been doing in them?". She said, "Football, riding his bike etc". He said he shouldn't have been doing those activities because those trainers "weren't made for that". She had to ask for the manager to get an exchange.

daytona0

A1_guy wrote: »

In October 2014, I purchased a Karrimor Long Down Jacket/coat for my wife, from Sports Direct in Borehamwood. I paid £69.99 (reduced from £139.99). The coat tickets stated inter alia, that the coat is "Water Resistant".

What does "Water resistant" actually mean?

An online dictionary says;

water-resistant
adj
1. (Textiles) (esp of fabrics) designed to resist but not entirely prevent the penetration of water


That could apply to any type of clothing....

My wife complained that the water had gone straight through and she was wet under the arms and around the shoulders.

In a purely theoretical sense, water (rain) does not go straight through the air because of particle resistance, so you are exaggerating a bit there about it going "straight through" a piece of cloth/fabric.

I do not expect the coat to be waterproof but I also do not expect at that price for a coat to literally allow all the water to penetrate, especially when it clearly states "water resistant"

see definition above

Quite simply, it would be ridiculous for my wife to not wear the coat for the whole winter for fear that it may rain.

Yea I see your point, but then again the majority of the time you wont be "caught in a downpour" and so a coat is simply designed to keep you warm or a cosmetic purchase. If SD had said "this will keep you dry in downpours" then that would be mis-selling. But they've simply said that it resists water, which it does. To live in fear of it raining whilst you are wearing a specific coat is ridiculous, yes.

He immediately said "the coat is not waterproof" I said that I knew that but explained that this was a shower and we were only in it for a few minutes.

Ok cool, progress being made....

I also said (as I had previously explained to both the ladies) that I was not looking for a refund but either an exchange as the coat may be faulty or a higher priced item that is both warm and waterproof that I was prepared to pay more towards. Again, the manager said that he was not prepared to exchange as in his opinion "the coat is not faulty"

He is right, the coat is not faulty. By virtue of physics, the fabric used resists water to a varying degree.

He then said "how do I know that your wife hasn't been standing in a shower for 5 hours"
I said that that was a ridiculous comment to make and his response was "It is my word against yours"

That is a legitimate question to ask for someone who was not with your wife at the time.... There is no fault, the coat resists water and it is "your word against his" in regards to what transpired. How the hell would the manager know that it wasn't left in the garden overnight for example? As a side note, you could potentially look at obtaining an independent fault report which shows that the fabric is inherently faulty. God knows who would do that for you, but with that proof I'd imagine that you'd have Sales of Goods Act rights.

Even if we put the issue of whether or not there is a fault with the
coat aside. For a Manager of a store to speak to a paying customer in that way, is disgraceful.

Well, one potential solution is that you get a refund which no longer makes you a paying customer. That aside, you mentioned wanting it replaced. Unfortunately, you aren't legally entitled to this and so it is merely a goodwill gesture of which managers are perfectly entitled to refuse. In such circumstances you will need to be talked to in such a firm, but relatively polite, manner (if it wasn't polite then you could write to head office and make !!!! happen).

the manager was down right rude to me in front of other customers. I then told him that I was going to make sure that people get to know about this He
then responded by saying "get out of my store or I shall call security to have you removed". I know for a fact that Managers of proper and prestigious stores would have substantiated the facts and then dismissed the manager.

Nah he 99% wasn't down right rude, probably that you were being a pain at that point and an otherwise polite but firm manager decided that enough was enough and that you must leave (which is unfortunately at their discretion too - they don't need to have your business and it is private property). Managers wouldn't get sacked in that instance unless they were swearing - at a push they'd get "training"

Chris (he refused to provide his surname, advising me that he was under no legal obligation to do so) quite clearly did the opposite.

Not sure if legal or not, but I've done this in the past. Only the angry ones ask and to be fair why would someone give out their full name to someone who is angry at them? That just promotes things like Facebook stalking and possible hassle down the line. Not saying you are a spiteful person, but they exist and it is easier not to give out your full name. Chris the manager is enough for you to know to be fair.

It is very evident that the company do not care about customer care and have their managers enforce that policy. They want your money and have all become very rich on taking it.

To be fair, I'm a newcastle united supporter and that comes as no surprise as Mike Ashley (owner of both SD and NUFC) is a ruthless businessman. He has made a fortune out of SD and he is doing well financially with NUFC. He is so ruthless and refusal of a return/exchange (goodwill) is kinda not a big surprise... He may also have understaffed stores, with managers being instructed to refuse returns much to the dismay of customers like you (lots of them day in day out!) and they may be on zero hour contracts or part time shifts - barely making ends meet. Call the staff useless all you want, but they are possibly overworked and underpaid with the privilege of speaking to you about your "water resistant" reduced coat in a downpour.

stephene_2

Bought a pair of walking boots a year ago and used them - for walking! Lace tag fell off on Saturday so took boots back with box and receipt that they told me I MUST keep. Would not replace or refund as the boots were wet and had been used and were classed as a budget product so not open for replacement or refund. So all beware that Sports Direct policy is not to support their 'budget' products. My policy is not to use them again.

Hermione_Granger

stephene wrote: »

Bought a pair of walking boots a year ago and used them - for walking! Lace tag fell off on Saturday so took boots back with box and receipt that they told me I MUST keep. Would not replace or refund as the boots were wet and had been used and were classed as a budget product so not open for replacement or refund. So all beware that Sports Direct policy is not to support their 'budget' products. My policy is not to use them again.

A years use from a pair of budget boots is more than I would expect.
You didn't reall expect them to replace or refund after a year did you?

schmouse

Tried to return a pair of trainers to Sports Direct today, and guess what, I didn't get a refund despite the fact that they are faulty!


The staff openly state that the policy of the company when returning items (including faulty ones) is either to chose alternative products or be given a gift card. You will never get a refund of your money out of these tightwads, as they want your money to stay with the shop. The staff must know that what they are doing isn't legal, but still do it nevertheless.


When I tried to stand my ground and get my money back, the Manager threw the trainers across the counter at me and threatened to have me removed from the store by security.


The fact that this shop has got away with practices like this for so long is a disgrace. When they have lost enough customers though they may change their ways.

NeverInDebt

Well I thought it was open knowledge how bad SD are when it comes to refunds. I would personally never use them on principle, they also have a reputation of zero hours contracts for employees which is another reason not to use them, at least it is for me.

powerful_Rogue

schmouse wrote: »

Tried to return a pair of trainers to Sports Direct today, and guess what, I didn't get a refund despite the fact that they are faulty!


The staff openly state that the policy of the company when returning items (including faulty ones) is either to chose alternative products or be given a gift card. You will never get a refund of your money out of these tightwads, as they want your money to stay with the shop. The staff must know that what they are doing isn't legal, but still do it nevertheless.


When I tried to stand my ground and get my money back, the Manager threw the trainers across the counter at me and threatened to have me removed from the store by security.


The fact that this shop has got away with practices like this for so long is a disgrace. When they have lost enough customers though they may change their ways.

What specifically have they done in your scenario that you think was illegal?

annette1

I have also been having enormous issues with sports direct.
Placed an order online in November, after several weeks I checked online to see why my order had not arrived.
To find they would not provide goods until January.
I contacted sports direct and after several emails I arranged to cancel the order.
I asked for a refund on my money of 40 pounds.
Sports direct deny taking money even though it has been taken from my account.
They asked for bank statements and even though it shows they took money they refuse to refund, I have had to now go to my bank fraud team who have said money was taken and never refunded.
Sports direct are complete fraudsters

SJ_May

i understand what you are all saying with the fact they don't give cash refunds, but, i have worked for the company for nearly 2 years all whilst i was in 6th form and now currently in university.
the returns policy is displayed on the tills, and is also shown and written the the reverse side or your receipts, so you have all the information you need about their returns policy.
the reason the don't give cash refunds is mainly due to the fact, that everything is a sales item, when you go to some other store, and you purchase a sales item, 90% of companies don't allow cash refunds on sale items, hence why sports direct don't.
as much as i agree that they should, these are the reasons the don't.
also i don't appreciate being called, a clueless kid... most of the people that i work with, are a-level and university students, simply paying their way through their studies.