Sports Direct is a disgrace!

wes62

On 28/12/2012 I made the mistake of purchasing a squash racket from sports direct at a cost of £49.99. I had only a few games with it that day when following an overhead shot the strings broke. I took it back and after a brief explanation they agreed to replace it for an upgraded racket (£59.99) and I paid the £10 difference. However, this poor quality product once again broke in exactly the same way. By this time I was very unhappy with the quality of goods I had been sold by Sports Direct. I once again took it back but this time with a view to receive a full refund.

I have never experienced such a lack of customer service and been spoken to in such an unprofessional manner. Bearing in mind both rackets had been returned within a month for the same fault and with a receipt I did not expect even a minor debate - how wrong I was! The manager came to have a look and immediately began trying to avoid giving me any money at all. She gave many (irrelevant) excuses as to why she could not offer me a refund but I was well aware they all had no worth. She said it is store policy not to cover the strings and that they only cover the frame. I was told it was a problem I had to take up with the manufacturer. She also tried to imply that I had cut the strings on my own racket which was clearly not the case (for many reasons) and another member of staff later agreed. I explained under the sale of goods act I was entitled to a full refund and easily countered any excuse they came up with. I even returned to the store 10mins later having printed off my rights and the sale of goods act. I had an awful experience trying to get any sense out of such unhelpful and unsympathetic staff - they simply didn't care and didn't want to know.

I am now taking the matter further and WILL get a full refund. I will never be returning to the excuse of a shop that is sports direct and will do everything to ensure nobody else does either. I strongly urge anyone who reads this to avoid the shop at all costs. Also as a side note just be aware that if you do buy anything from there the company policy may not cover an integral part of whatever you buy such as strings on a racket or laces on shoes! When we asked if they stated this anywhere we were laughed at and just told its company policy that they don't display anywhere even in any tiny small print or t's & c's.

Long I know but bottom line - sports direct, what a joke! Avoid at all costs!!!

wealdroam

wes62 wrote: »

On 28/12/2012 I made the mistake of purchasing a squash racket from sports direct at a cost of £49.99. I had only a few games with it that day when following an overhead shot the strings broke. I took it back and after a brief explanation they agreed to replace it for an upgraded racket (£59.99) and I paid the £10 difference. However, this poor quality product once again broke in exactly the same way. By this time I was very unhappy with the quality of goods I had been sold by Sports Direct. I once again took it back but this time with a view to receive a full refund.

I have never experienced such a lack of customer service and been spoken to in such an unprofessional manner. Bearing in mind both rackets had been returned within a month for the same fault and with a receipt I did not expect even a minor debate - how wrong I was! The manager came to have a look and immediately began trying to avoid giving me any money at all. She gave many (irrelevant) excuses as to why she could not offer me a refund but I was well aware they all had no worth. She said it is store policy not to cover the strings and that they only cover the frame. I was told it was a problem I had to take up with the manufacturer. She also tried to imply that I had cut the strings on my own racket which was clearly not the case (for many reasons) and another member of staff later agreed. I explained under the sale of goods act I was entitled to a full refund and easily countered any excuse they came up with. I even returned to the store 10mins later having printed off my rights and the sale of goods act. I had an awful experience trying to get any sense out of such unhelpful and unsympathetic staff - they simply didn't care and didn't want to know.

I am now taking the matter further and WILL get a full refund. I will never be returning to the excuse of a shop that is sports direct and will do everything to ensure nobody else does either. I strongly urge anyone who reads this to avoid the shop at all costs. Also as a side note just be aware that if you do buy anything from there the company policy may not cover an integral part of whatever you buy such as strings on a racket or laces on shoes! When we asked if they stated this anywhere we were laughed at and just told its company policy that they don't display anywhere even in any tiny small print or t's & c's.

Long I know but bottom line - sports direct, what a joke! Avoid at all costs!!!

If this is just a rant then you have posted on the wrong board.
Should be on the Praise, Vent and Warnings board.

You might be interested to know that in my opinion you are not automatically entitled to a refund.

You have explained that you have had the [STRIKE]racket[/STRIKE] racquet for nearly a month.
I would suggest to you that you had by that time accepted the goods.

If the thing then failed due to an inherent fault, then the seller has to provide a remedy.

That remedy could be either a replacement, repair or refund. If a refund is decided upon, then that can be reduced to take account of the use you have had.

The good point is that you get to choose the remedy, but the Sale of Goods Act says...

(3)The buyer must not require the seller to repair or, as the case may be, replace the goods if that remedy is—
(a)impossible, or
(b)disproportionate in comparison to the other of those remedies, or
(c)disproportionate in comparison to an appropriate reduction in the purchase price under paragraph (a), or rescission under paragraph (b), of section 48C(1) below.

It goes on to define disproportionately...

(4)One remedy is disproportionate in comparison to the other if the one imposes costs on the seller which, in comparison to those imposed on him by the other, are unreasonable, taking into account—
(a)the value which the goods would have if they conformed to the contract of sale,
(b)the significance of the lack of conformity, and
(c)whether the other remedy could be effected without significant inconvenience to the buyer.

What that effectively means is that the seller chooses the cheapest remedy.

And you can bet anything you like that a replacement is going to be cheaper than a refund.
Think about how much Sports Direct actually paid for that racquet selling at £59.99.
£20 or less would be my guess.

bris

The strings won't be covered, they are the consumable part of a racket, who knows what you hit with it. I would also like to see where you are entitled to a full refund after a months use of a product. If you are going to go in shouting about your rights, make sure you know them first.

arcon5

'Strings aren't covered' nonsense, the strings are a fundamental part of the product... These failing within such a short space clearly make the product not fit for purpose... Saying that, what date did you return it for an exchange? As I agree with other, you may be entitled to a remedy, but not necessarily a refund

paddyrg

It's arguable that guitar strings, or batteries in torches, or ink cartridges are also fundamental parts of the respective products, I wouldn't be so quick to dismiss the claim that strings are consumables.

System

arcon5 wrote: »

'Strings aren't covered' nonsense, the strings are a fundamental part of the product... These failing within such a short space clearly make the product not fit for purpose... Saying that, what date did you return it for an exchange? As I agree with other, you may be entitled to a remedy, but not necessarily a refund

If you play at a high level the strings on a racquet won't last 12 months. The lifespan of the strings is affected by how hard you hit the ball.

Still a month does seem low.

I believe all sports direct should do is restring the racquet for the OP. I don't believe any other course is action is necessary.

Techhead_2

arcon5 wrote: »

'Strings aren't covered' nonsense, the strings are a fundamental part of the product... These failing within such a short space clearly make the product not fit for purpose... Saying that, what date did you return it for an exchange? As I agree with other, you may be entitled to a remedy, but not necessarily a refund

You've obviously never played a racquet sport.

Takeaway_Addict

Strings don't often break in teh first month so I would be suspicious if i were the manager that it was down to misuse.

And has been pointed out, you weren't necessarily entitled to a refund.

OlliesDad

Takeaway_Addict wrote: »

Strings don't often break in teh first month so I would be suspicious if i were the manager that it was down to misuse.

I would be suspicious too, but it would be up to the manager to prove it.

bris

Do you think the players carry 4 or 5 rackets to a game for nothing? Strings are certainly a consumable part of a racked, this is also why re stringing in the sport is big business.

arcon5

Techhead wrote: »

You've obviously never played a racquet sport.

Actually I have... And still thinkthe strings breaking so soon is not right!