Amazon Ugg

Patient

I bought a pair of £160 UGG boots from Amazon in January 2011 (two months ago).

One of the zips is broken already and I assumed Amazon or UGG would replace the boots.

Called UGG this morning to be told my contract is with the retailer and I need to return the boots to them.

Called Amazon to be told they only offer 30-day warranty on shoes and "cant do anything else".

Don't I have any rights as these boots surely aren't "fit for purpose"?

wealdroam

Patient wrote: »

I bought a pair of £160 UGG boots from Amazon in January 2011 (two months ago).

One of the zips is broken already and I assumed Amazon or UGG would replace the boots.

Called UGG this morning to be told my contract is with the retailer and I need to return the boots to them.

Called Amazon to be told they only offer 30-day warranty on shoes and "cant do anything else".

Don't I have any rights as these boots surely aren't "fit for purpose"?

Of course you have rights.

Have a read of the thread entitled...

READ ME FIRST PLEASE . . . Useful links, Resources and FAQs

also, have a look at MSE's Consumer Rights article.

Patient

Thanks wealdroam

Has anyone managed to return defective UGG boots to Amazon for replacement?

Looks like it might be a hard slog to get them to take any notice. So far its a very simple "we warrant 30 days and after that we can't hep you".

neilmcl

It's got nothing to do with warranties. You have statutory rights which you need to exercise.

Patient

neilmcl wrote: »

It's got nothing to do with warranties. You have statutory rights which you need to exercise.

Thanks.

So far, by phone and email, i've simply met a brick wall with staff basically saying that there is no policy for dealing with defective shoes beyond the 30 day returns window. Even after checking multiple times with supervisors they still come back saying "we have no policy, we can't help".

What would you recommend as a next step? A letter?

Patient

Here is the email from Amazon confirming that they are refusing to accept goods returns beyond their 30-day warranty (and that should I return it they will send it back):

From: "Amazon.co.uk Customer Services" <cust.serv03@amazon.co.uk>
Date: 03/11/2011 03:47PM
Subject: Your Amazon.co.uk Order # 203-5428846-XXXXXXX

Hello

Thank you for contacting Amazon.co.uk regarding order 203-5428846-XXXXXXX

On this occasion we are unable to accept the return of the item as more than 30 days have elapsed since you received it. Our 30-day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item.

However, you may be able to sell it on Amazon.co.uk Marketplace for close to what you originally paid for it. If you are interested in trying to sell this item and wish to learn more, please visit our online Help Desk:


Please note that Amazon.co.uk reserves the right to send back any item that had been returned to our Fulfilment Centre after the return period as stipulated by our returns policy.

To view our returns policy online, please visit our Help Desk at:

Thank you for shopping at Amazon.co.uk.

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Jazmine D.
Amazon.co.uk
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Equaliser123

Did you pay by credit card?

If not, you are going to have to keep banging on to Amazon. Ask them to escalate it and emphasise that the items are FAULTY.

fluffnutter

Amazon's mail is all very well in that it allows you 30 days to return something you don't like. This has nothing to do with changing your mind. The boots have broken and can reasonably be expected to last longer than they have. Therefore you are returning them under the Sale of Goods Act. Get back in contact with Amazon, be very clear that you have not changed your mind but rather they are not fit for purpose and under the SOGA you're entitled to a refund, replacement or repair. Do not allow them to fob you off.