Boots that cut ankles.

alfie196

So I bought some Timberland boots in store, two weeks ago, at the Reading branch of Soletrader and paid partly by prepaid (Oracle) gift card and partly on credit card.

I wore them around the house for day and thought they would be fine, however after wearing to work for a day it was a completely different story. I work in an office so the amount of actual walking in them was minimal. However by the end of the day it was painful to walk and I had deep cuts on my ankles.

I persisted, hoping that they would wear in and the stiff leather would loosen up. I put plasters on, wore extra socks and after a total of 8 days I thought enough was enough and decided to take them back.

The store manager inspected the boots only to tell me that there was no problem with them so it must be a "fitting issue" and that I'm not entitled to a refund. I mentioned that I was not returning them due to a fault with the boots, but because they were not of reasonable quality and don't seem fit for purpose (the purpose being walking!). The store manage smugly told me that you have to expect some rubbing in new boots and that they needed wearing in. I put my case forward that these boots were doing more then rubbing, as they had cut my ankles and now (as they have healed slightly) looked scarred. I said that it was not acceptable to be told it was all my fault for buying a pair boots that did not fit properly.

So the excuses kept coming (i can post the rest of conversation if anyone wants to hear it) and issue was not resolved. He said all he can do is have to boots sent off to be inspected by an expert! As this seemed the only option, I let them send them off, but it could be 3 weeks before I hear anything about it.

I'm after a full refund, as feel completely ripped off. Does anyone have an idea on where I stand here?

On a side note, I'm not the first report this.

LadyDee

I'm sure virtually everyone has at one time or another bought shoes that did not suit our feet. Went through boxes of plasters in the past, not gone crying on a forum demanding "my rights" - get a grip.

You haven't been ripped off, you made a bad choice.

beefturnmail

Go back in store and say you are rejecting the goods under the Consumer Rights Act 2015, and, as this is within 30 days since you purchased, exercising your right to a full refund. If the Store Manager won't budge, repeat this again and insist that they put you in contact with head office in store - be polite but insistent, don't get angry. If you still don't get anywhere, write to head office - you can find template letters online. http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Ignore the inevitable comments similar to post #2 that you will get on here.

shaun_from_Africa

beefturnmail wrote: »

Go back in store and say you are rejecting the goods under the Consumer Rights Act 2015, and, as this is within 30 days since you purchased, exercising your right to a full refund.

Don't forget that although you have the right to reject faulty goods within 30 days from purchase, the retailer also has the right to make sure that a fault actually exists, which is what they are in the process of doing now.
Depending on what happens with the inspection will determine what the OP's next step is. If the report states no fault found then they will have to obtain a report of their own to counter this and if they get this and no refund is forthcoming, legal action or a card chargeback or S75 claim (if these are applicable).

marliepanda

Not fitting you is not a fault. You cannot necessarily demand a refund under the 30 day rule. X

neilmcl

LadyDee wrote: »

I'm sure virtually everyone has at one time or another bought shoes that did not suit our feet. Went through boxes of plasters in the past, not gone crying on a forum demanding "my rights" - get a grip.

You haven't been ripped off, you made a bad choice.

Actually I agree totally with this.

neilmcl

alfie196 wrote: »

Thanks for your help.

As for LadyDee, :T ╭∩╮

Very pleasant. Another new poster who is only looking for posts that agree with them.

alfie196

marliepanda wrote: »

Not fitting you is not a fault. You cannot necessarily demand a refund under the 30 day rule. X

How do you define not fitting?

The store manager admitted to me that you cannot tell if a boot fits correctly without going for a walk, something that cannot be done in store before you buy. You also cannot return a boot that has been worn outside, so if you go for a walk and find the boot does not fit properly you cannot return it anyway.

My above point seems to suggest even the store manager knows the policy can lead to customers being left out of pocket.

My actual issue is that I've been sold a product, that when used in that manner in which it was sold to me, causes deep cuts to my ankles. I'm not talking about a little rubbing here, these cuts will probably leave a scar. Now if you think that is acceptable from a some foot ware, I'm quite surprised you are reading a consumer rights forum.

neilmcl

beefturnmail wrote: »

Go back in store and say you are rejecting the goods under the Consumer Rights Act 2015, and, as this is within 30 days since you purchased, exercising your right to a full refund. If the Store Manager won't budge, repeat this again and insist that they put you in contact with head office in store - be polite but insistent, don't get angry. If you still don't get anywhere, write to head office - you can find template letters online. http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Ignore the inevitable comments similar to post #2 that you will get on here.

OK, but don't forget the onus will be on the buyer to prove the goods do not conform to contract and the fault is inherent to manufacture when exercising their short-term right to reject.

tomtontom

My above point seems to suggest even the store manager knows the policy can lead to customers being left out of pocket.

We've all got shoes that have ended up chucked in the cupboard because they cause blisters/ rubbing etc. Unless you go to a specialist that fits the shoes specifically for you, it's something that will happen at times. So is life.

George_Michael

alfie196 wrote: »

My actual issue is that I've been sold a product, that when used in that manner in which it was sold to me, causes deep cuts to my ankles. I'm not talking about a little rubbing here, these cuts will probably leave a scar. Now if you think that is acceptable from a some foot ware, I'm quite surprised you are reading a consumer rights forum.

But unless those same boots cause problems for other purchasers then it's not a direct problem with the boots themselves, simply that those boots don't fit the shape of your foot.
Yes, the retailer may be responsible for this but only if they specifically recommended this particular style of boot and confirmed that they would be suitable for you.