Problems exchanging faulty goods at M&S -help?

Amiethest

Hi everyone,

I bought some winter boots, full price at Marks and Spencers last week, I've worn then one half day - just walking around town, and then one fullish day, just shopping etc, and I pit my feet up last night and the tip of the right boot has come away and the left looks to be on it's way out.

I'm really disapponted as they weren't cheap.

I tried to return them to the store today and the first assistant had already decided that I'd scuffed them and it wasn't a quality issue - I haven't btw.

She then got her manager and she obviously thought I was right but had to defer to the next manager up, who flat out told me I had scuffed them and therefore no refund!

Now £35 is a lot of money to me at the moment, I'm awaiting my student loan - and the manager was really mean too, and I'd be terrified to try and return anything to Marks and Spencers again.

What are my rights as far as returning these boots? And any tips
anyone can give me. They've really upset me actually.

Amy
xxx

Optimist

Go back tomorrow hopefully there will be different staff. M@S are usually very reasonable about such things.

Just explain you only bought the boots the other day and it is not reasonable that the tip of the boot has come away in such a short time.

pinkshoes

They are clearly faulty, so the shop should either replace, repair or refund. (they get to choose which)

alistair.long

They are accusing you of creating the scuff.

I would simply say the following. Ask them for a refund or exchange, if they refuse and say you scuffed them then ask them if they are a expert. if they reply saying yes, then ask them to put it in writing.

If a refund is not honoured you will need to quote sales of goods act.