Sports Direct - returns policy for faulty item

missellie74

I've bought a few things over the years from Sports Direct and know that if I change my mind I can return them and either exchange them for something else or get a credit note. Not the best but they've always told me before I bought the item so fair enough.

I bought my son some snow boots last week and noticed on Friday that they have cut the back of his heels quite badly. On examining the boots I've discovered that there are hard ridges on the inside of the boots just at the heel part.

I'm going to take the boots back tomorrow but to be honest I just want my money back and I'll get him snow boots somewhere else. Will Sports Direct give me a cash refund or hit me with the usual exchange or credit note? I did read about the Sale of Goods Act which I think does state you should get a full cash refund if the goods are faulty - is this right? Want to know my facts before I go tomorrow!

lifemagic

I took a pair of shoes back to sd about a month ago. It was madness. They were size 13, couldn't put them on in the shop because of security tags. I got home and they were really tight, then realised they have false soles in and underneath is an identical sole saying size 12 (with the brand and everything), plus on the box, I pulled up the size 13 branded stickers and below are identical stickers saying 12, plus the tongue says 12 on the inside.

So I went back and they had 13, but I got the impression if I'd have wanted a refund, it would have been OK.

My argument would have been, they're misrepresented. I think in your case, the argument might be that they're not fit for the intend purpose as the ridges make walking in them (the intended purpose) uncomfortable, and insist on cash if that's what you want.

The_Pedant

If you can demonstrate that the goods are faulty and don't want a replacement, then given it's only been a week I would be 'rejecting' the goods and expecting a full refund, in line with you rights under the Sale of Goods Act

AcC8braman

Hi,

Bought my daughter a bike for Christams, this was in a box so no way to check it before leaving the store.

Daughter opens the box up and take out the contents. I then recycled the box.

When putting together, the front tyre wouldn't pump up and the front brake linkage was broken.

I took the bike in to them requesting a full refund. They refused and directed me to call the warranty number on the side of the box. This is a different company and all they offered me was to send the parts to fix it. I said thats not good enough. They said that's all they can do.

Spoke again to the store manager, such a rude man, telling me its company policy to not give refunds.

Two weeks prior to Christmas, when purchasing the bike, I had a chat with the same store manager asking what if we need to bring any of the items we bought back, he said you need a gift receipt, which we have with this bike.

He just blankly refused to accept the item and refused to provide his full name.

Surely they cannot do this?

My daughter was really up set so we went to Halfords and they fixed it up and checked the whole bike out for worthiness, the brakes where not setup properly.

So, moral of the story, I was stupid enough to buy something from this place - Never Again!

HalfPint

I had occasion to take a faulty bag back to SD (the strap broke after 2 days use).

Staff gave me the usual 'no refund, exchange only' runaround. I simply state that the goods were faulty and under the SOGA I was entitled to a refund. Staff looked clueless and sent me upstairs to speak with 'supervisor'. Said supervisor initially tried to give me same speech but realised I knew my rights, gave up and gave me a refund without any further fuss.

Sometimes you just have to be confident, insistent and positive (or maybe I was just lucky lol)

OP, just be very clear that you want a refund, that you know your rights and keep going through the staff until you get someone who realises you are in the right....good luck.

HP x

System

HalfPint wrote: »

Staff gave me the usual 'no refund, exchange only' runaround. I simply state that the goods were faulty and under the SOGA I was entitled to a refund.

You know thats not actually true? As you had accepted the goods they only have to offer you a repair or replacement?

You shouldn't really use the SOGA as an argument unless you know what it actually means. If you encounter a shop assistant who knows the law then they will make you look foolish. It was just lucky that Sports Direct don't train their staff properly!

shaun_from_Africa

You know thats not actually true? As you had accepted the goods they only have to offer you a repair or replacement?

Why would they have accepted the goods?

The SOGA states that you are not deemed to have accepted anything until you have a reasonable opportunity to examine and test it to check that it is as described and suitable for the purpose that it was advertised for.

If this means that you use the bag for a couple of days before finding out that the strap isn't strong enough to take the weight of the bag and it's contents, then I don't think this sort of period is unreasonable,

System

Using the bag for 2 days is accepting the goods. The bag was being used by the poster for the purpose it was bought. They were not examing or testing the product they were just using it (therefore they had accepted it)

When would you say that they have accepted the goods then?

3 days? 4 days? a week? a month?

I do not think Sports Direct would have been in trouble for refusing to refund and just replacing the item

zaksmum

I can't understand all this fuss about Sports Direct.

I have never had the slightest problem with obtaining refunds from them.

But then I do always buy from them online so maybe that's why.

arcon5

zaksmum wrote: »

I can't understand all this fuss about Sports Direct.

I have never had the slightest problem with obtaining refunds from them.

But then I do always buy from them online so maybe that's why.

Yes. Apples and Pears

HalfPint

goater78 wrote: »

You know thats not actually true? As you had accepted the goods they only have to offer you a repair or replacement?

You shouldn't really use the SOGA as an argument unless you know what it actually means. If you encounter a shop assistant who knows the law then they will make you look foolish. It was just lucky that Sports Direct don't train their staff properly!

Taken from "which" website.

If you want your money back
If you buy a product that turns out to be faulty, you can choose to reject it which means you can give it back and get your money back.

But, the law only gives you a reasonable time to do this – what's reasonable depends on the product and how obvious the fault is.

I think a sports bags with 2 days use can be considered faulty. I think 2 days is well within what most people would consider "resonable time"

However, even with major purchases or complex items, it’s safest to work on the basis you usually have no more than three to four weeks from when you receive it to reject it.


Getting a faulty item replaced or repaired
You have the right to get a faulty item replaced or repaired if it's too late to reject it. I don't consider I was too late to reject it therefore was entitled to ask for a full refund.

I think I am fairly well versed in what the SOGA means and don't believe I was unreasonable in requesting a refund in this situation.

Oh and yes I wish SD would train their staff properly then maybe consumers would get better service and less problems in the situation of faulty goods.

HP x