Purchased Clarks boots from very, both heels split within 3 months

zoesmummy_2006

I purchased a pair of Clarks Ines leather rain boots for my daughter, on my very account last September ready for the winter months. She started wearing them in October and on her return to school this month I saw that both heels on the boots are split and letting water in. Obviously this is not what I'd have expected from a pair of £50 boots that have been worn for 3 months at the most. She only wears them to and from school, weekends she lives in her trainers when we go out. I spoke to Clarks who said from the pictures they are obviously faulty, but because I purchased them from very I need to take it up with them. Ive never had to return an item cos it's developed a fault before so I'm not sure what I need to do, I have raised a return request as faulty in my very account for the boots and plan on sending them back, however it says to fill in the returns form, but I no longer have this as the boots were fine when we received them. Is this correct procedure? The ironic thing is I work on a customer service desk dealing with returns but obviously they're returns from a store and not online!

wealdroam

zoesmummy_2006 wrote: »

I purchased a pair of Clarks Ines leather rain boots for my daughter, on my very account last September ready for the winter months. She started wearing them in October and on her return to school this month I saw that both heels on the boots are split and letting water in. Obviously this is not what I'd have expected from a pair of £50 boots that have been worn for 3 months at the most. She only wears them to and from school, weekends she lives in her trainers when we go out. I spoke to Clarks who said from the pictures they are obviously faulty, but because I purchased them from very I need to take it up with them. Ive never had to return an item cos it's developed a fault before so I'm not sure what I need to do, I have raised a return request as faulty in my very account for the boots and plan on sending them back, however it says to fill in the returns form, but I no longer have this as the boots were fine when we received them. Is this correct procedure? The ironic thing is I work on a customer service desk dealing with returns but obviously they're returns from a store and not online!

What did Very say when you pointed out to them that you no longer had the returns form?

zoesmummy_2006

Nothing, the advisor I spoke to just told me to complete the returns form in my account section and to send them off.

agrinnall

zoesmummy_2006 wrote: »

Nothing, the advisor I spoke to just told me to complete the returns form in my account section and to send them off.

Does that not suggest that it's an online form?

Le_Kirk

Just go to Very at this link and create a Returns Form.