SportsDirect - am I unreasonable or them?!

wibbler

I ordered a new England football top a couple of weeks ago from Sportsdirect.com. it was a girl's size, and there were three to choose from:

9-10 (134)
11-12 (146)
13 (158)

I had no certain idea what these numbers meant, so I looked for a customer services number - NO NUMBER anywhere on their website! There was an email address though, so I emailed them.

3 days later, no response, so I emailed them again.

After 3 further days, with no other way I could find to contact them, I ordered it, with personalised initials on the back (I could find no other site that does the personalisation with the shirt purchase). I eventually guessed the size, based on other shirts the girl already had.

It came, and was far too small - smaller that same-sized shirts we bought previously.

I complained to SportsDirect by email. And again 3 days later - but no response (can you see a pattern?!)

Eventually today I found this thread on MSE detailing their customer service phone number, which they have now purposely taken off the website! They told me that there is no way to return personalised items. I could see their point if I hadn't tried every avenue I could find to find the right size in the first place!

So, as a moral backup, I ask - am I right to demand a refund? If so, do they have to provide one legally?!

Thanks, gurus!

maggie111

Erm, I understand your frustration, but I don't think you're entitled to a refund. Only giving you my opinion, perhaps someone on here will be a bit more helpful but I'd leave it be. Perhaps you could ask them to give you a goodwill discount on the correct size, and frame the original one or something?

Just noticed you said you'd bought the same size previously and now it is smaller??? I would get them to explain why.

davetrousers

Peel the numbers off and try and get a swap in store.

wibbler wrote: »

9-10 (134)
11-12 (146)
13 (158)

The numbers in brackets are the child's height , have a look at the Umbro site LINK

stugib

wibbler wrote: »

So, as a moral backup, I ask - am I right to demand a refund? If so, do they have to provide one legally?!

Definitely not entitled to a refund once it's personalised. You made the decision to purchase based on the information you had. There's plenty of other places you could've got it from, but presumably they were the cheapest.

Reggie_Rebel

9-10
11-12
13

Stab in the dark...........but...........age bands?

hayley11

Even though they clearly have rubbish customer service, nobody made you order that shirt, let alone get it personalised, when you were unsure of the size.

I'm unsure what the direct selling regulations are on personalised items but it's gone past 7 days now anyway so you don't have a leg to stand on.

stugib

hayley11 wrote: »

I'm unsure what the direct selling regulations are on personalised items

Excluded, assuming they are genuinely personalised.

hollydays

Reggie_Rebel wrote: »

9-10
11-12
13

Stab in the dark...........but...........age bands?

:rotfl::rotfl:

wibbler

Reggie_Rebel wrote: »

9-10
11-12
13

Stab in the dark...........but...........age bands?

Thanks Reggie! :rotfl:

However, what exact size is, say, a 13 year old?

Reggie_Rebel

It doesn't really matter. If your 13 year old is still in 10 year old clothes then buy 11-12 (growing room), if they are in adults clothes then don't

jinky67

wibbler wrote: »

Thanks Reggie! :rotfl:

However, what exact size is, say, a 13 year old?

well the number in brackets in your OP is the height, so it shouldnt be too difficult to figure out

eg. my DD is only 8 but wears clothes size 134:cool: