Issue with Shoes

choyaa

This is a bit of a long one but please bear with me.


I bought a pair of shoes in September 2015 for around £75, but in October 2015 the heel came off the shoes. I returned to the shop asking for a replacement pair, however the shop advised the heels on these shoes were weak and suggested a full repair. I foolishly accepted and a few weeks later got the "repaired" shoes back.


In December the heels went again, so I returned to the shop at the beginning of January, I was told another repair would need to be completed, however this time I refused and asked for replacements in a different make. I was told the shoes would need to be sent back to the supplier for review first and this may take up to one month, I gave them my phone number as they were going to advise when a decision had been made.


Over one month passed and nothing was heard from the shop so I called in, they were very apologetic about what had happened and said the shoe was a "problem" shoe and offered me a straight swap for any shoe in the shop. I chose a cheaper replacement shoe, however the colour I wanted (black) was not in stock, they told me to take the brown and try it on at home with my suit, if it didn't match bring it back the following week at which time the black would be in stock and I was told that yet again it would simply be a straight swap.


Yesterday I called in for the change, it was a bit of a mess, the black shoe arrived but the shop said I would have to pay an extra fee. I protested as this was not what was agreed, they finally relented checked my brown shoes that I returned and sent me on my way. There was a lot of ill feeling when I left and as of yesterday evening and this morning the salesman has been calling me non stop claiming I am to return the black shoes as he thinks the brown shoes have been worn, this is untrue but has alarmed me.


This has been a bad process from start to finish and I am shocked as this is the shop I use all the time and they know me very well in it. What should I do?

Poppie68

Ignore them and never shop there again.

AJXX

I agree with the above - Ignore and don't go back.

They've messed you about far beyond what I would consider reasonable (I don't understand why they didn't simply just issue you a refund half way through this story) and the fact they're now asking for the black shoes back suggests to me they'd rather argue than project an image of good customer service.

Simply ignore them.

choyaa

Thanks guys, I must say these phone calls are becoming quite intimidating, four now in the space of an hour and voice mail messages left.

Poppie68

Do they have a head office? If they do give them a call or email tell the situation and let them know if it carries on you will report them for harassment and/or just block the number.
Who are the retailers?

NotRichAtAll

block the calls

choyaa

I'm just a bit worried about them doing me for theft now that they are pursuing the brown shoes having been "worn" element.

Poppie68

You're being a little silly now, you can't be done for theft as you never stole the shoes, you followed their instructions handed the brown shoes back and you were given the black ones as agreed....It's their problem if they failed to check the returned pair before giving you the new ones......Block the calls.

dippy3103

Block them. Or email them and point out that their repeated unwanted calls are tantamount to harassment. Keep a record of everything.

Dizzy_Ditzy

Blocking a number is all well and good but as I've found out, they can still leave voicemails :eek:


Email head office with an accurate note of times, dates, names and details of the call/messages left, and also write to the store and tell them that you consider the matter done and dusted and any further contact from then will be constituted as harassment and will be dealt with appropriately.

choyaa

I emailed the company and explained the situation, I am to call into the shop on Saturday to collect the brown shoes for free, should I choose to purchase any items I will receive a substantial discount.


Decent outcome, thank you to all who helped.