What rights do I have - House of Fraser?

shaftonred

Sorry if this may have been asked before!

I bought a pair of Ted Baker shoes from House of Fraser on 30th August 2013 for £130 and they have had light use since (weddings / special work meetings etc).

In the past 2 weeks I have noticed the sole coming away on the right shoe and this is getting worse. I know I could take this to Timpsons and ask them to repair and I would had these not have cost so much and started falling apart so soon.

So I am planning on taking them to the store tonight.. I dont have my receipt though I am printing off my card receipt which shows the date and amount (and store).. what are my rights.. legally should they replace these as they are faulty or is it tough luck on my part?

I don't usually complain about things like this but I am seeing more and more stuff which I buy lasting little time before having faults. The cost of these plus the short space of time I have had them is very annoying but I love the shoes so more than happy for them to replace rather than a refund.

ThumbRemote

They can offer one of three remedies - repair, refund or replacement. It's pretty much their choice which they offer.

shaftonred

Thanks, so they can't turn me away and tell me that they dont have to do anything?

unholyangel

As you're still within the first 6 months from purchase, it will be up to the retailer to prove they are not inherently faulty.

frugal_mike

shaftonred wrote: »

Thanks, so they can't turn me away and tell me that they dont have to do anything?

If the fault is inherent they have to offer one of the remedies ThumbRemote mentioned. Since it is less than 6 months since you purchased the shoes the fault will be assumed to be inherent by the law, and it is up to House of Fraser to prove otherwise.

Edit: too slow again.

shaftonred

I took them back and was told by the manager that House of Fraser had recently changed their policy and wouldn't do anything without a receipt. She also said that the shoes I had bought were soft leather and not designed for heavy use to which I pointed out that they were worn for my office job for he past 2 & half months and that a pair of £110 shoes should last longer than 3 months.

Where do I stand now as I have read that I don't need a receipt but I'm a bit stuck as to my next move now. I took a copy of my bank statement showing the amount and date, told her that they would be able to see the purchase in their system as I knew the date but she said she wouldn't be able to see it on the system, surely they will still have a record which shows my card purchased the shoes from them?

unholyangel

shaftonred wrote: »

I took them back and was told by the manager that House of Fraser had recently changed their policy and wouldn't do anything without a receipt. She also said that the shoes I had bought were soft leather and not designed for heavy use to which I pointed out that they were worn for my office job for he past 2 & half months and that a pair of £110 shoes should last longer than 3 months.

Where do I stand now as I have read that I don't need a receipt but I'm a bit stuck as to my next move now. I took a copy of my bank statement showing the amount and date, told her that they would be able to see the purchase in their system as I knew the date but she said she wouldn't be able to see it on the system, surely they will still have a record which shows my card purchased the shoes from them?

Personally I'd have asked her if she's willing to bet court costs that a court will accept your bank statement as proof of purchase (and if its good enough for a court, it should be good enough for the retailer!). But then I can be quite arsey when staff members refuse to check the validity of what they're saying and instead just insist its correct.

Put your complaint in writing. Bought x shoes on x date for x price. On x date you noticed xyz meaning the shoes did not conform to contract. Visited their x store on x date and spoke to x manager who advised you that she couldn't do anything as you didn't have your receipt - despite you providing a bank statement and that there is nothing in law that says proof of purchase has to be a receipt (it can even theoretically be a witness but obviously some types of proof are more conclusive than others).

You are therefore requesting they repair/replace/refund as per SoGA. If they fail to respond within 14 days, you reserve the right to issue court proceedings against them at which time you will be claiming for the value of the goods plus costs incurred.

And to think, consumer law being simplified is supposed to save companies money and time in training their staff. House of Fraser obviously aren't going to save a penny if they're not even training their managers!