Faulty Goods from K&Co Catalgoue

freakydeeky

The boots I have received were worn twice, and the heels have completely worn down, which I believe is not fit for purpose. They will not honour a refund, replacement or repair. Or reply to my recent letter requesting this, and customer services had prior to my letter sent my boots back, saying in their words "unfortunately, this return does not comply with our approval guarantee in that it has been used but is not defective". Obviously, it is by using them I found them to be defective. Does anyone know of whom I can take this matter further with at K&CO?

InsideInsurance

How old are the boots, is the critical part rather than how many times you've worn them.

If they are over 6 months old then it is up to you to prove the fault, if they are under 6 months old it is up to them to disprove it.

SimonSays

So theyve gone back to Raven Mill and You've been contacted by RCU saying they can't be returned

Did you return them as 1 - Item unsuitable or 3 - Faulty?

Because it sounds like theyve been inspected and no fault found.


Customer Services will say take it up with RCU, RCU will say no as thats their job. Ask for Daniel Curzon (Head of Customer Excellence) or Customer Excellence and state your unwilling to put in writing.

freakydeeky

InsideInsurance wrote: »

How old are the boots, is the critical part rather than how many times you've worn them.

If they are over 6 months old then it is up to you to prove the fault, if they are under 6 months old it is up to them to disprove it.

Hi there, Thanks for replying, they were received on the evening of Wednesday 17th October and returned on the 21st of October.

freakydeeky

SimonSays wrote: »

So theyve gone back to Raven Mill and You've been contacted by RCU saying they can't be returned

Did you return them as 1 - Item unsuitable or 3 - Faulty?

Because it sounds like theyve been inspected and no fault found.


Customer Services will say take it up with RCU, RCU will say no as thats their job. Ask for Daniel Curzon (Head of Customer Excellence) or Customer Excellence and state your unwilling to put in writing.

Hi there, thanks for your reply. I returned them as faulty, and then drafted a letter with the help of the Citz Advice Bureau, stating the sales of goods act etc when they were sent back to me.

SimonSays

Raven will bin that letter, they say never to include anything with a return

Sounds like you need to write to Sandringham House or ring them and ask for customer excellence. (State your unwilling to put in writing)

unholyangel

You only had them 4 days?

Are they aware that SoGA covers more than just faulty? SoGA says:

(2)Where the seller sells goods in the course of a business, there is an implied term that the goods supplied under the contract are of satisfactory quality.

(2A)For the purposes of this Act, goods are of satisfactory quality if they meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstances.

(2B)For the purposes of this Act, the quality of goods includes their state and condition and the following (among others) are in appropriate cases aspects of the quality of goods—
(a)fitness for all the purposes for which goods of the kind in question are commonly supplied,
(b)appearance and finish,
(c)freedom from minor defects,
(d)safety, and
(e)durability.

Write a letter before action. Keep it as simply and straightforward as you can. Received boots x date, worn twice and completely worn out. You don't believe it has lasted a reasonable length of time (as required under SoGA) and you are requesting a repair/replacement/refund (delete as appropriate). Give them 14 days to respond.

That is of course providing its been 4 days and not 1 year and 4 days.