sportsworld - what to do?

lillydrip

I wonder if anyone could help. Two weeks ago my mum brought my dad a pair of trainers from sports world in Northampton for his birthday which was yesterday.
When in the shop she asked the cashier if she could get her money back if they did not fit because they were a present, and was told yes. They did not fit so she took them back this morning only to be showed the refunds and exchange policy on the counter which said refunds will only be given for faulty goods.
They refused to give her £60 back, and said she had to accept the voucher, she took the voucher and a complaints form to complain to head office, (they would not ring head office while she was there as on the form it states complaints will not be dealt with over the telephone.) There is nothing else in the shop that she wants so she is stuck with a £60 voucher. She said that when she went in she put the trainers on the counter and the sign must of been covered because had she have seen it she would have questioned what the cashier said about being able to get a refund. Does she have 'a leg to stand on' seen as their returns policy was displayed?

hjb123

Its a difficult one is that. I assume she had the receipt and tags etc still?

Is there noone that would perhaps buy the vouchers off her?

Did your Mum say that she was told she would be able to return them?

Complain to the headoffice and see what comes of it, you could always try to contact Consumer Direct or Trading Standards.

grex9101

They don't have to take them back if they are not faulty. They were good enough to give you vouchers when they didn't have to.
Why not sell them on ebay - you'll probably get at least £50 for them. Take the loss and remember it as a lesson learnt.

lillydrip

HJB Yes she was told she could have her money back if they did not fit. But the manager said it did not matter what was said as the policy was displayed.

Grex9101 Why would they not have to give vouchers if the item does not fit, are you saying that she could have had to keep a useless item?

hjb123

I think the policies are in place and make people try things on before they buy so that they cant say that they dont fit - although I do realise that in the case of buying presents or for another person this isnt really a good situation.

To be honest I would think that buying footwear is down to the person to try on if buying from a shop as different shops seem to have different sizes of the same size if you get what I mean.

I can understand the manager saying that its policy - regardless of what your Mum was told or saw when she bought the footwear. I dont know whether you will get anywhere with headoffice or consumer direct but its worth a try. Failing that I would either sell the vouchers or the footwear on ebay or see if someone else wants them- depending on whether she accepted the voucher or kept the footwear!

grex9101

lillydrip wrote:

Grex9101 Why would they not have to give vouchers if the item does not fit, are you saying that she could have had to keep a useless item?

Basically, yes.

The only situation in which a retailer is obliged by law to give a refund is when the item is faulty - Whether that means broken/damaged or whatever.

Just because you decide you no longer want the item because it isn't suitable for whatever reason really isn't the retailers' problem - they sold you the item in good faith. It is YOUR RESPONSIBILITY to ensure that the item fits/goes with your eyes etc etc BEFORE you pay for it.

Legally, they didn't even have to give you vouchers.

By all means, pursue the "advice from the assistant" angle, but, from a statutory rights point of view, they are 100% correct.

lillydrip

Thanks for your advice everyone, lesson learnt! Seems a shame that Sports world have this policy though because I wonder how many people are put off buying things as presents for others just in case they don't fit, they may lose money and custom because of it?

KathrynPenguin

Its not just SportsWorld that offer vouchers/credit notes. Its a bonus if you can take something back due to not liking/wrong fit etc and get your money back.

kuohu

But surely if they didn't fit then your Dad now needs the £60 vouchers to buy some trainers that *do* fit?

Or does he just not want any trainers at all, whether they fit or not?

C_Ronaldo

it is their policy and it hasnt changed, personally i dont like it as if you take something back due to wrong size you get stuck with a credit note for X amount and if theres nothing you want from the shop you are pretty stuck,

firespire

Were the shoes available in a larger size? It is a shame that you mum didn't know the size of your dads feet.
It was wrong that the cashier told you the policy wrong I would tell the manager to track down the person (via the receipt) for more training.

If the head office don't act on your complaint then I think there is little you are able to do. One member of your family will just have to find something they want to buy at Sports world. Is it liked to a specific store? as there are two in Northampton - "Sports World" and "Sports Soccer".

Is there an expiry date on it? Your dad will have to treat it like gift vouchers you receive and you don't really want - keep it until the sports chain gets something in which he wants to buy. Other than trying to flog the credit to someone else or taking up a new sporting pastime that requires kit or equipment, I don't think you can do much else.