Scratched shoes, opinions please...

Foxy_Snob

Hi All

Just after a few opinions please...

I bought some (brand new) shoes from an eBay seller with a shop. They arrived, and I immediately spotted a scratch on the right shoe. It isn't huge, between 5 and 10 mm. The shoes are a plum faux suede though, and it's right at the front. It's quite obvious.

I've emailed the seller, who asked me to send a picture. I did this, and they've come back to me offering to refund 30%

I don't think I'm happy with this. I'd rather a new pair, without a fault. However, the postage is nearly £4, and the shoes were on sale at just under a tenner. Doesn't seem cost effective to pay £4 x 3, (original, return, new pair) for a <£10 pair of shoes.

How would you respond to the seller?

Crowqueen

Assuming they were a business seller, you have a right to an exchange and your return postage paid.

Foxy_Snob

Crowqueen wrote: »

Assuming they were a business seller, you have a right to an exchange and your return postage paid.

Oohhh, ok. I didn't know that...

So I'd only have to pay the original postage? Or would I need to pay for the replacement postage too?

That explains why they've offered 30% then - they don't want to replace and pay the postage. Which I sort of understand, but the fact remains, I have damaged shoes and no money.

vuvuzela

Would a suede brush sort this out ?

theonlywayisup

Foxy_Snob wrote: »

Oohhh, ok. I didn't know that...

So I'd only have to pay the original postage? Or would I need to pay for the replacement postage too?

That explains why they've offered 30% then - they don't want to replace and pay the postage. Which I sort of understand, but the fact remains, I have damaged shoes and no money.

You only pay the original postage if you keep the shoes. So if you send them back for a refund you get your entire original payment back. You should also get returns postage but Ebay cannot enforce this, so you are at the mercy of the seller.

Is it possible to opt to send one back in exchange for one, thus saving the seller some postage?

sniggings

good idea about sending one back.

If these are suede then wearing them will soon make the 5mm mark mix in with all the other marks, taking the 30% maybe the better option.

Foxy_Snob

vuvuzela wrote: »

Would a suede brush sort this out ?

No. It's deep - goes right through the plum colour, you can see the black of the shoe underneath.

theonlywayisup wrote: »

You only pay the original postage if you keep the shoes. So if you send them back for a refund you get your entire original payment back. You should also get returns postage but Ebay cannot enforce this, so you are at the mercy of the seller.

Is it possible to opt to send one back in exchange for one, thus saving the seller some postage?

Never thought of that! Excellent idea :T Will suggest.

sniggings wrote: »

good idea about sending one back.

If these are suede then wearing them will soon make the 5mm mark mix in with all the other marks, taking the 30% maybe the better option.

Unlikely. They're stonkingly high, platform ones :rotfl:And the location of the scratch is such that it's unlikely to get any marks there.

Strapped

Don't send one shoe back or you will possibly end up with a non matching pair. That's IF the seller has another pair in the same size anyway for exchange of course.

sniggings

Strapped wrote: »

Don't send one shoe back or you will possibly end up with a non matching pair. That's IF the seller has another pair in the same size anyway for exchange of course.

an even better point than sending one shoe back

Crowqueen

You should assert your right to a full refund. A 30% discount won't suddenly make the shoes wearable.

If you need to invoke SOGA (since the goods are from a business seller and damaged), here are the guidelines from the OFT website.

http://www.oft.gov.uk/business-advice/treating-customers-fairly/sogahome

A gentle request for your return postage accompanied by that link might help them.

Strapped

But bear in mind that eBay or PayPal won't make the seller refund your return postage. Unfortunately it can sometimes prove tricky to actually insist on your legal rights unless you are bloody minded and willing to go down the small claims route.

Anyway, if you're not happy to keep the shoes then just tell the seller that. Tell them your preference would be for an exchange, but if they don't have another pair then a full refund (inc return postage). See what they then respond.

Remember to use a tracked return service to prove delivery.