Sports Direct sent wrong items refusing to accept this

NeilCh

Hi

I wanted a pair of Hanwag Alta Bunion walking boots for my dodgy plates and found them on offer at Sports Direct online. My search took me to this page: their site /hanwag-alta-bunion-mens-walking-boots-182457?colcode=18245705 - Hanwag Alta Bunion boots for men, so I ordered them.

When I got them, the box says Hanwag Alta Bunion Winter GTX. These are in the same range but are special winter boots and not what I wanted or thought I was ordering.

I've since checked the Hanwag site and they show two different items:
"ALTA BUNION WINTER GTX®
The Alta Bunion Winter GTX® is a lightweight, warm and waterproof winter hiking boot for people with hallux valgus.
ALTA BUNION GTX®
The Alta Bunion GTX® is a classic lightweight leather hiking boot for people with hallux valgus. It provides extra space for the big-toe joint to ensure full comfort during easier trekking trips"

They do look slightly different, but that's no use to me as I didn't know what they look like at all in the first place as I came to the SD website via a linked advert.

They asked me to send the item number and photos which I did. They then responded with their stock returns email, as if I'd never sent them the photos. I then told them I wanted their agreement they'd be paying for the return postage as they'd sent me the wrong items.

They say "Please be advised that we have not sent you the incorrect item, we have checked the product and it is described completely as you have received it the item that is shown on the website on the picture and also the description."

They used the incorrect name for the item causing me to order it when I didn't want it.

What can I do now?

Cheers

Neil

DavidFx

The winter boot has a different sole and lining material to the SportsDirect description - point this out to them.

NeilCh

Well it does and it doesn't. Their description is reasonably accurate in terms of what arrived but unless you happen to know the exact differences between the two products it's not enough to tip you off as to the model you'd be ordering given they're using the wrong name for it.

The sole is Icelock, albeit they say "HyperGrip and IceLock" whilst Hanwag say "Hanwag IceGrip LT". However the plain, non-winter Alta Bunion has a Vibram sole.

But does that even really matter?

My case is based on the product name. I didn't really want to get into the description etc. Surely the point is, it's a different product with a different name? It's not like the description says "a boot for WInter use" or something.,

wealdroam

NeilCh wrote: »

Hi

I wanted a pair of Hanwag Alta Bunion walking boots for my dodgy plates and found them on offer at Sports Direct online. My search took me to this page: their site /hanwag-alta-bunion-mens-walking-boots-182457?colcode=18245705 - Hanwag Alta Bunion boots for men, so I ordered them.

When I got them, the box says Hanwag Alta Bunion Winter GTX. These are in the same range but are special winter boots and not what I wanted or thought I was ordering.

I've since checked the Hanwag site and they show two different items:
"ALTA BUNION WINTER GTX®
The Alta Bunion Winter GTX® is a lightweight, warm and waterproof winter hiking boot for people with hallux valgus.
ALTA BUNION GTX®
The Alta Bunion GTX® is a classic lightweight leather hiking boot for people with hallux valgus. It provides extra space for the big-toe joint to ensure full comfort during easier trekking trips"

They do look slightly different, but that's no use to me as I didn't know what they look like at all in the first place as I came to the SD website via a linked advert.

They asked me to send the item number and photos which I did. They then responded with their stock returns email, as if I'd never sent them the photos. I then told them I wanted their agreement they'd be paying for the return postage as they'd sent me the wrong items.

They say "Please be advised that we have not sent you the incorrect item, we have checked the product and it is described completely as you have received it the item that is shown on the website on the picture and also the description."

They used the incorrect name for the item causing me to order it when I didn't want it.

What can I do now?

Cheers

Neil

When did you receive these?

You have 14 days to return the goods and you do not need to give a reason.
You may have to pay the return cost, but they have to refund all monies paid.

This is all covered in MSE's Consumer Rights guide - there is a link at the top of this page immediately under your thread title.

NeilCh

Yes thanks, I do know that. It's the return postage I don't want to pay. I don't see why I should lose out because of their incorrect advertising.

cte1111

Just had a look on Sports Direct website and it is very difficult to know which of the boots are which. There are 3 with the same title but different prices, so presumably they are different boots but it would take a lot of work to find out, as the descriptions are so similar.

Do the boots not fit? I would have thought a winter walking boot would have been pretty similar to a walking boot but not really my area!

TadleyBaggie

Dodgy plates?

wealdroam

NeilCh wrote: »

Yes thanks, I do know that. It's the return postage I don't want to pay. I don't see why I should lose out because of their incorrect advertising.

Then you need to convince them that they have supplied the wrong product.

I know you know that too, but I am struggling to understand what you want from this forum.

Are there any product numbers on the boots that you can match up with their website product descriptions or the manufacturer's product descriptions?

shaun_from_Africa

TadleyBaggie wrote: »

Dodgy plates?

http://www.cockneyrhymingslang.co.uk/slang/plates_of_meat

sgun

Tricky one as the description on the SD page clearly describes the winter version of these boots even though the name doesn't include the word "winter" for either product.

There are two choices - one that is the normal one and one that is the winter one. They do look different and if I had been in your position I would have read the descriptions very carefully and cross-referenced before buying the pair that was £20 cheaper.
They have left off the word "winter" in the name of the boots but personally I don't think it is hard to tell the difference in the two pairs of boots. Fleece lined and Gore-Tex to me implies a winter boot.

If its any consolation you have got a better boot for less money.
I am not saying SD are right - it actually grates on my moral compass to kind of defend them here.