Sports Direct refusing a refund

nfuller_2

We have just had a similar experience. We brought some school shoes for my son yesterday, stupidly thinking that like any other shop, providing they were in original packaging, tags still on, unused etc, we could return them for a refund less than 24 hours later - but no!

My wife went to return them as they didn't fit only to be told that they don't do refunds. We could only have an exchange which wasn't any good as they didn't have the correct size or an alternative. When she argued about where it says that they don't do refunds she was pointed to a small sign, positioned under the counter which if you were standing at the till, you couldn't see as you would be standing against it.

Despite breaking down in tears, talking very loudly, and not to mention the manager unbelievably saying "you can stand there as long as you like but we close at 6pm", she finally managed to get the £15 refund.

Be warned, if there is the slightest chance or needing to return an item, DO NOT buy anything from them! :mad:

Cimicifuga

Hintza wrote: »

That part made me laugh. Think you need to put some more pressure on them before a LBA.

Sorry for my ognorance but what is LBA?

Cimicifuga

Cimicifuga wrote: »

Sorry for my ognorance but what is LBA?

OK. Got it. Letter Before Action.

Looksguywalker

Cimicifuga wrote: »

Sorry for my ognorance but what is LBA?

Letter Before Action.

somethingcorporate

LBA = Letter Before Action, as suggested in post 21.

You have no automatic or statutory right to a refund for an item bought in a store if it is not faulty, they do not have to display signs saying this but it is courtesy for them to do so.

Cimicifuga

hatebadservice wrote: »

Please can someone advise what next steps i can take against Sports Direct, who are refusing to refund me for some faulty footwear?
Events are as follows:
28 April - purchase footwear in store
13 May - returned footwear to store as the seam split on one shoe, after normal recreational wear. Had receipt and exchanged for same style again.
23 May - returned latest footwear to store (for refund) as the same fault developed, only worse this time. Had receipt but store manager refused refund saying he had to send off to Area Manager to be inspected. Despite much complaining from me, stating he was obliged to refund me, he refused, so I walked away with the goods.
31 May - I send a complaint email to Sports Direct HO Customer Services, giving all details and explaining why the footwear was not fit for purpose etc and demanding a refund and £50 compensation for the inconvenience etc.
4 June - reply received from their HO advising me to call into local store to hane over footwear for them to send to the Area Manager!! Did not answer my specific concerns and only said i would be contacted later once the Area Manager had made their decision.
5 June - i replied stating they were breaching my statutory rights in relation to the Sale of Goods Act, insisting that they make arrangements for me to be given an immediate refund plus compensation when i again attempt to return the defective footwear to me local store.
5 June - reply from HO stating next step had to be an inspection of the goods by the Area Manager.
5 June - I request immediate contact from their Area Manager to discuss the issue. No reply/contact
18 June - I express my dissatisfaction and again request contact from the Area Manager.

I am absolutely astounded at the appalling customer service I've encountered, and Sports Direct's lack of concern at breaching my rights. To be honest, we are only talking £18 of goods here, but it's the principle of the matter, these goods were obviously sub-standard. What can I do next??!! Thanks.

Any luck yet? I still have had no refund for my faulty trainers from them

Preston_Dave

Have had dealings with many shops and Sports Direct are amongst worse. For instance, when buying swimwear, the shops we have tried didn't have changing rooms. Despite leaving on hygiene strips, Sports Direct will not refund. The manager was very 'clever' to state that we could return the goods, but omitted to add that they would not refund to credit card. Sports Direct are cheap and cheerful, but buyer beware . . . you'll have to move hell and high water to ever get a cash refund!!

Also, similar to Stagecoach in the past, they are sailing very close to the 'monopolisation' rules without breaking them, regarding JJB Sports. Like many towns and cities we had a JJB, then Sports Direct open very close by, now we just have a Sports Direct . . . :beer:

someonesgottosayit

Just sent off an LBA.

The area manager has never got back to me even though I was told by CS to leave the boots at the store, with a covering letter, which I did on the 23 Nov.

Customer services have not reponded to an email since the 5th of November.

The CEO has never responded. So its off to moneyclaim next.

The store originally offered me a portion of my money back, (the then current price of the boots), even though I showed proof I had puchased them at a higher price.

All in all I'll never step foot in that store again, and hopefully the next time I'll see them is in court.

Enfieldian

nfuller wrote: »

We have just had a similar experience. We brought some school shoes for my son yesterday, stupidly thinking that like any other shop, providing they were in original packaging, tags still on, unused etc, we could return them for a refund less than 24 hours later - but no!

My wife went to return them as they didn't fit only to be told that they don't do refunds. We could only have an exchange which wasn't any good as they didn't have the correct size or an alternative. When she argued about where it says that they don't do refunds she was pointed to a small sign, positioned under the counter which if you were standing at the till, you couldn't see as you would be standing against it.

Despite breaking down in tears, talking very loudly, and not to mention the manager unbelievably saying "you can stand there as long as you like but we close at 6pm", she finally managed to get the £15 refund.

Be warned, if there is the slightest chance or needing to return an item, DO NOT buy anything from them! :mad:

You buying the wrong size of an item is not a valid reason for a refund.

suewaterson

I've just gone through a similar procedure with some football boots which fell apart after 20/30 hours of use - unfortunately this meant my receipt was over 6 months old so having left them in the store for the area manager to inspect I was happy to receive a phone call to say that he had agreed to an 'exchange'. I had already bought a replacement pair of boots (from the same store) and when I returned to see the manager to try to obtain a gift card refund firstly he refused to come and deal with me as he was 'busy'. After I tracked him down with another member of staff he said my receipt was not 'valid' and would only offer me the current selling price (a reduction of £7.00 from the original price of £24.99).
Tried emailing HO Customer services but they wanted to inspect the boots themselves so I sent them off by recorded delivery (as they suggested) - now they won't pay my postage fees (although in an email they said they would) and they won't refund or exchange as they can't find a manufacturing fault - although I believe they have not lasted for a 'reasonable length of time' under the Sale of Goods Act. They will not comment on this and I now have the boots back again.
Very very unhappy as this has been going on for over 2 months as I have continually had to chase HO customer services for a reply - they have not responded to any of my questions raised.
Will not shop in Sports Direct ever again. Don't know whether it is worth paying out to take matters into Small Claims Court but I'm annoyed Sports Direct are getting away with it.