Faulty UGG boots Soletrader Outlet

Bagley1980

Hi,

I'm after some advice regarding a problem with some leather UGG boots brought from SoletraderOutlet.co.uk I brought them in November and were a Xmas present for my girlfriend. She has worn them a handful of times and the last time she wore them was in the rain. Unfortunately when she got home her right sock was wet. When inspecting the boots side by side we noticed the stitching slightly different to the left boot.

We spoke to soletrader last week and they asked us to return the boots for testing. We asked on the return slip for a replacement pair.

Today I received an email saying no fault was found and the boots would be returned. I wasn't happy with this as we knew there was some sort of problem. We spoke to customer services who said there was nothing they could do. But after further persuasion they spoke to the warehouse manager and we would get a call back.

Customer services rang back and again said all tests had been carried out and no fault found. We asked if we could have a copy of the report into the tests they did but they said it was something they didn't do. We then asked to speak with the warehouse manager and was told we couldn't speak to him!

We have an email to complain to but kind of need an idea of where we stand before emailing back. Any help would be great.

visidigi

Get your own independent report and send that, with the boots back to soletrader to be reassessed.

hfdka

Look at the link above to 'consumer rights give me my money back' that will explain what to do.

Bagley1980

Many thanks for the replys, both helpful. Have compiled an email to the complaints dept. and now looking for a place to send them to get an independent report.

Pollycat

Bagley
they may not be able to help but why not email or phone UGG and explain your problem and ask if they can recommend a place where you can get an independant report on the boots.

As far as I know Soletrader is an authorised retailer for UGGAustralia.co.uk so it's not like you've bought a fake pair.

http://www.uggaustralia.co.uk/on/demandware.store/Sites-UGG-UK-Site/en_GB/CustomerService-Show

I sympathise - I have a few pairs of UGGs (all genuine) and would be pretty hacked off if they let water in.

Let us know how you get on.

Bagley1980

Pollycat,

Thanks, yes have emailed UGG to ask about independent report. Its frustrating that we couldn't speak to the warehouse manager or know what tests were carried out. At the moment we've got a very expensive pair of slippers!

Rachel*

Have you tried returning to a store and speaking face-to-face to someone? The Sole Trader Outlet website states:

"Incorrect or faulty items may be returned to us by post or to any of our high street stores. All goods returned as faulty will be inspected or a manufacturing defect. If we deem the item to be faulty a full credit or exchange will be given."

They may say the same thing, but it's a lot harder for someone to refuse an exchange/refund when they have you in front of them than over the phone.

Bagley1980

Rachel* wrote: »

Have you tried returning to a store and speaking face-to-face to someone? The Sole Trader Outlet website states:

"Incorrect or faulty items may be returned to us by post or to any of our high street stores. All goods returned as faulty will be inspected or a manufacturing defect. If we deem the item to be faulty a full credit or exchange will be given."

They may say the same thing, but it's a lot harder for someone to refuse an exchange/refund when they have you in front of them than over the phone.

Thanks, we are in the midlands and it says there is a SoleTrader in Birmingham. Will see what response I get back first and then give this a go.