Brasher Boots Warranty Issues

k66

I bought 2 pairs of Brasher boots on special offer from Littlewoods.com, the boots had a warranty label attached stating repair or replace within 12 mths. The sole came away from the upper within 6 months, Brasher told me to return them to the supplier, I did this requesting repair or replacement as per the guarantee. Littlewoods have refused this and refunded me the £49, they would not return the boots to me. A new pair of boots will cost more than double. Brasher tell me they won't repair or replace, but I can buy a new pair from them for twice the amount that I paid.
I have a copy of the BRASHER warranty. Can I take this any further?

Littlewoods

k66 wrote: »

I bought 2 pairs of Brasher boots on special offer from Littlewoods.com, the boots had a warranty label attached stating repair or replace within 12 mths. The sole came away from the upper within 6 months, Brasher told me to return them to the supplier, I did this requesting repair or replacement as per the guarantee. Littlewoods have refused this and refunded me the £49, they would not return the boots to me. A new pair of boots will cost more than double. Brasher tell me they won't repair or replace, but I can buy a new pair from them for twice the amount that I paid.
I have a copy of the BRASHER warranty. Can I take this any further?

Hi,

We can look into this issue for you.

Please email us at Help@littlewoods.co.uk and we'll see what we can do to help!

Many Thanks

Dave
Littlewoods Help Team

Forwandert

k66 wrote: »

I bought 2 pairs of Brasher boots on special offer from Littlewoods.com, the boots had a warranty label attached stating repair or replace within 12 mths. The sole came away from the upper within 6 months, Brasher told me to return them to the supplier, I did this requesting repair or replacement as per the guarantee. Littlewoods have refused this and refunded me the £49, they would not return the boots to me. A new pair of boots will cost more than double. Brasher tell me they won't repair or replace, but I can buy a new pair from them for twice the amount that I paid.
I have a copy of the BRASHER warranty. Can I take this any further?

How much did you pay for the boots? If it's £49 there is nothing you can do, the supplier have opted to refund instead of replace and you don't get the final say in which option littlewoods choose unfortunately.

k66

Littlewoods_company_representative wrote: »

Hi,

We can look into this issue for you.

Please email us at Help@littlewoods.co.uk and we'll see what we can do to help!

Many Thanks

Dave
Littlewoods Help Team

I would like to think that you would be able to help me but here is an extract from one of the recent emails from yourselves:

Thank you for your email about your returned item.

Unfortunately, we are unable to replace the order without a further payment being made.

If you would like to replace the order simply use our website https://www.littlewoods.com or call us on 0844 822 8000.

k66

Forwandert wrote: »

How much did you pay for the boots? If it's £49 there is nothing you can do, the supplier have opted to refund instead of replace and you don't get the final say in which option littlewoods choose unfortunately.

The Brasher warranty is not as written as they will not replace unless I pay another £51 for another pair of boots.

Approx 4 weeks after I sent the boots to Littlewoods I contacted them but they stated that they had not received them, fortunately I was able to provide a tracking number and they located them. I had put a letter in the parcel stating I wanted to repair or replace as per the Brasher warranty and I had sent them a copy of the warranty, unfortunately they wouldn't forward the boots to Brasher, I asked them to return them to me but they also refused that option.

verityboo

Have you contacted Brashers again? Their warranty states that you should return via the dealer which you did but they will not forward them to Brasher.

I understand that Littlewoods have done all that is required under the SOGA but it does leave you having to spend more money to get new boots. I have found Brasher to give give excellent service but via a specialist outdoors shop so there is a chance they could help in some way

k66

verityboo wrote: »

Have you contacted Brashers again? Their warranty states that you should return via the dealer which you did but they will not forward them to Brasher.

I understand that Littlewoods have done all that is required under the SOGA but it does leave you having to spend more money to get new boots. I have found Brasher to give give excellent service but via a specialist outdoors shop so there is a chance they could help in some way

Yes I have contacted BRASHER again and for £100 they will supply me with a replacement pair of boots. So it will cost me another £51. I did send them a very clear photo of the faulty boots, the sole had come away from the upper and were unwearable. I thought that Brasher and Littlewoods were reputable companies. The repair or replace warranty was not implemented.

Hintza

When I was looking for boots a few years ago Brasher were quickly off the list because of quality issues.

I would suggest though that Littlewoods are correct and that Brasher are the ones offering a remedy over and above SOGA so they should repair or replace them. But you don't actually have a contract with Brasher, unless it could be argued that there is an implied contract (of some sort) due to the additional warranty.

I can see this going round in circles until you can find out who to pin it in, I think you need to find some case law to back you up otherwise it could be very expensive, if one or other don't fold.

wealdroam

I wouldn't mind betting that Littlewoods have actually lost the boots.
That's why they won't/can't send them on to Brasher or return them to you.

When you were able to show Littlewoods that they had received the boots, Littlewoods thought the easiest way out was to say "oh yes, we have found them", then just refund the purchase price.

K66, I would take up Littlewoods company representative's offer to look into this.
They seem to have more success than the usual customer services people.

As Brasher's guarantee is in addition to your statutory rights, then Brasher can include terms that suit them.
It appears that one of those terms is that you return the goods via the retailer. You have done that. If Littlewoods can't/won't return the goods to Brasher, then Littlewoods are responsible for the consequences.

Via Littlewoods company representative, I would be insisting that Littlewoods either supply a replacement pair of boots, or they make arrangements for Brasher to do so.