Faulty UGGs from Shudoo

kec09

Hi all

I received my UGG cardy sand boots today 4.55pm got them out of the box straight away only to find they had mud marks on the toes of one and small traces of mud on the bottoms (someone has tried to clean it off), one of the boots also has a hole in it where the stitching has come apart with a tissue stuck in it!
Looks to me like someone has worn them, found the hole and returned them and they have cheekily sent them on to me.
I called but their offices close at 5pm so emailled straight away and I did get a return email with a postage label but what is worrying me is that they said 'If our team in the warehouse agree that they are indeed faulty or damaged through no fault of your own then we will process a refund or store credit for you'

I can see what will be coming here, they are going to say as they are marked its my fault and I won't get a refund. Has anyone had similar dealings with them? What was the outcome? They were supposed to be my Christmas present as well

jenniewb

kec09 wrote: »

Hi all

I received my UGG cardy sand boots today 4.55pm got them out of the box straight away only to find they had mud marks on the toes of one and small traces of mud on the bottoms (someone has tried to clean it off), one of the boots also has a hole in it where the stitching has come apart with a tissue stuck in it!
Looks to me like someone has worn them, found the hole and returned them and they have cheekily sent them on to me.
I called but their offices close at 5pm so emailled straight away and I did get a return email with a postage label but what is worrying me is that they said 'If our team in the warehouse agree that they are indeed faulty or damaged through no fault of your own then we will process a refund or store credit for you'

I can see what will be coming here, they are going to say as they are marked its my fault and I won't get a refund. Has anyone had similar dealings with them? What was the outcome? They were supposed to be my Christmas present as well

If you have found a fault and its not a fault caused by normal wear and tear, even if you had worn them you'd be due a refund and a hole in Uggs sounds pretty much like a fault to me- mine are over 5 years old now (6.5 years ) and I have a collective life of 3.5 years wear. They have no holes in them, Uggs just don't get holes!

If you do have any problems with them then contact consumer direct as you are within your rights to get a refund anyway and the fact they send you fault and worn items is just poor service- if they were properly checking their stock this would not have happened so there must be holes in their system, its just a shame it came to this to flag them up.

jennikitten

If someone's already returned them then you shouldn't have a problem returning them either.

cooking-mama

The only advice i can give is Do not use the Shudoo returns label (I think shudoo deliberately make it difficult to use their free returns service)..On 30th Novemeber I returned Ugg Boots to Shuddo(nothing wrong,they were just too big...oddly tho,the same size instore seemed to fit better)..anyhow,30th Novemeber and they still havent received them,therefore im still waiting on my money back.
Boots posted the same day 1st class to Javari(cost less than £4 P+P),were delivered and processed by Javari within 1 week,they also refunded my postage cost.I'l never use Shudoo again..had a gut feeling at the time i was gonna have problems with them,mainly due to the fact they advertise free returns but i had to phone and Email to request a returns label..I shouldve taken that as a warning sign...I actualy wish id kept the boots and sold them cost price on Ebay or something

bbbfmiot

I have the same bad experience with Shudoo. Do not use the free returns label!!
I returned Uggs with the free returns label on 16/11 which were too small, although I have several pairs and the sizing was always consistent. No refund has been processed as Shudoo claims that the parcel has not yet been received and leaves it up to me to chase the refund up of max £39 myself with RM, which can take ages.

Any other company will refund when they can see a return label, with a confirmation from PO.

That was my last buy from Shudoo!!

Senor_Feesh

I emailed shudoo today too, I bought my Uggs last winter so they've had about 4 months wear realistically. A hole appeared today on the top section above the toes. Bad timing with all the snow I had to plow through! Hopefully will get a response next week. Luckily I have kept the original box etc so am hoping for a positive result!

cooking-mama

bbbfmiot wrote: »

I have the same bad experience with Shudoo. Do not use the free returns label!!
I returned Uggs with the free returns label on 16/11 which were too small, although I have several pairs and the sizing was always consistent. No refund has been processed as Shudoo claims that the parcel has not yet been received and leaves it up to me to chase the refund up of max £39 myself with RM, which can take ages.

Any other company will refund when they can see a return label, with a confirmation from PO.

That was my last buy from Shudoo!!

Only £39?..oh no,I shouldve read the small print better,,the boots i bought were £56(thankfully i used a discount code or they wouldve been a lot more)..Im realy realy wishing id paid for my own return and took out the extra insurance too....wonder if Shudoo labels are printed in a way to help them get lost:mad:..I will Never Ever use Shudoo again....once bitten twice shy.

sarahmoores87

I returned some boots to Shudoo recently, and didn't actually have any problems with them.

I didn't use their free returns option (which I now note they no longer offer).

I must say, I was actually quite impressed with the prompt response I received to an email I sent in (although I wonder if I'm an exception to the rule here?)

I've had problems ordering from companies online before, so I always make sure I read the terms and conditions of any services I'm using.

My advice to anyone ordering online is to make sure your happy with their terms and conditions before using any service. T&Cs are in place to protect retailers AND customers

Former_MSE_Andrea

Hi everyone

Shudoo has asked us to post a statement. As ever, MSE never endorses anything a company posts on the forum.


If an item has been delivered to a customer as faulty, then we are always happy to accept it back and provide a full refund to that customer. If an item develops a fault after wear by the customer, then unfortunately we will always need to receive this back for inspection before confirming whether a refund can be provided.

With regards to our returns service, all information was printed both on our returns page and on the returns form that customers received with their orders. We would always urge that customers read all relevant information before choosing to use a service.

Due to the confusion that has been caused with regards to what our free returns policy does and does not cover any given customer for, we have now removed this option, and any associated marketing material, from our site. Customers are now required to pay for their return – a price dependent on which service they choose to opt for (whether this be first class, recorded etc).

For any customers that are confused over our policies, we ask that queries are sent to info@shudoo.co.uk, where one of our customer services team will be happy to help where possible.

[Deleted User]

MSE_Andrea wrote: »

Due to the confusion that has been caused [by our] free returns policy [...] we have now removed this option, and [...] Customers are now required to pay for their return

What a bunch of little !!!!!s.

cooking-mama

MSE_Andrea wrote: »

Hi everyone

Shudoo has asked us to post a statement. As ever, MSE never endorses anything a company posts on the forum.



With regards to our returns service, all information was printed both on our returns page and on the returns form that customers received with their orders. We would always urge that customers read all relevant information before choosing to use a service.

Due to the confusion that has been caused with regards to what our free returns policy does and does not cover any given customer for, we have now removed this option, and any associated marketing material, from our site. Customers are now required to pay for their return – a price dependent on which service they choose to opt for (whether this be first class, recorded etc).

For any customers that are confused over our policies, we ask that queries are sent to [EMAIL="info@shudoo.co.uk"]info@shudoo.co.uk[/EMAIL], where one of our customer services team will be happy to help where possible.

Is this an admission from Shudoo that there has been a problem with the free printed returns label,If there had been anything onsite or on the label informing me of an increased risk of my return getting lost by using the supplied label then i would never have used it..
Lots of issues re free returns label on this discussion too...we cant all have done something wrong...problem must be at the Shudoo end. https://forums.moneysavingexpert.com/discussion/2889014