Faulty children's shoes

shell820810

Can I have your thoughts please;

I bought a pair of child's Clark's shoes for £36 3 months ago. The strap has worn so that it is about to break, but the shoes are in good condition otherwise, so there hasn't been any extreme wear and tear..

I took it back to the retailer who tried to argue that they would only refund or replace if the child was measuring the same size. Basically they argue that because a child of that age (3) will need to change sizes every 3-4 months, the shoe only needs to last that length.
Surely a shoe of that cost has to made to a reasonable standard to last more than 3 months, perhaps to pass to a sibling etc (which of course they don't recommend).

I did get a full refund, but I thought the attitude of the manager was appalling. (Independent retailer, not Clark's). Would like to make a written complaint but want to get others opinions.

hollydays

Who would you make a complaint to?

shell820810

hollydays wrote: »

Who would you make a complaint to?

To the general manager of the shop. I dealt with the children's manager.

Or even leave a review on their Facebook page.

They also denied a 3 year old who was bursting to go to the toilet to use their staff toilet. But they had his shoes away with them so we couldnt leave the shop.

[Deleted User]

I wouldn't say a worn strap on a 3 month old pair of child's shoes warrants them faulty. Perfectly normal given how kids pull on the straps and feet grow!

hollydays

As you got your money back, it's surely a moot point?
I'd be more annoyed about not allowing you to use the toilet. I'd vote with my feet,:D but I'd like to have heard the conversation about not fetching the shoes so you could go elsewhere.

powerful_Rogue

shell820810 wrote: »

To the general manager of the shop. I dealt with the children's manager.

Or even leave a review on their Facebook page.

They also denied a 3 year old who was bursting to go to the toilet to use their staff toilet. But they had his shoes away with them so we couldnt leave the shop.

You mentioned the answer in your post which I have highlighted.


Many reasons why customers can't use staff toilets, number one being insurance.

shell820810

powerful_Rogue wrote: »

You mentioned the answer in your post which I have highlighted.


Many reasons why customers can't use staff toilets, number one being insurance.

I think a bit of discretion and common sense is called for. He is a three year, still at an age where they can't hold very long. He wouldve literally peed himself on the shop floor. Over "policy".

I had to leave the shop with him with, no shoes on his feet and carry him to public toilets where he had to stand in a cubicle again with no shoes on. Customer care at its best!

shell820810

_shel wrote: »

I wouldn't say a worn strap on a 3 month old pair of child's shoes warrants them faulty. Perfectly normal given how kids pull on the straps and feet grow!

They agreed they were faulty. Their point was that they were only giving a full refund if he was measuring the same size.

Surely that's like saying your trousers are faulty but because you are now too fat for them we can't give you a full refund. Or those shorts are faulty but because the summer is over we can't give you a full refund. They were trying to use circumstance to get out of refunding. But the shoe was being sent back to Clark's, for the retailer to no doubt get a full refund.

Fosterdog

shell820810 wrote: »

I think a bit of discretion and common sense is called for. He is a three year, still at an age where they can't hold very long. He wouldve literally peed himself on the shop floor. Over "policy".

I had to leave the shop with him with, no shoes on his feet and carry him to public toilets where he had to stand in a cubicle again with no shoes on. Customer care at its best!

Why would you take your child to return shoes while he is wearing said shoes? Surely common sense would tell you to put something else on his feet when you are returning shoes? Even slippers or taking extra socks if they were his only pair.

I don't know about the shop you are talking about but where I work we cannot let the public use our staff toilet, not just policy but our insurance doesn't cover customers entering staff areas and certainly not a child, plus you have to pass our security office where our safe is in use to get to the toilet and pass one of the access doors to the warehouse which is not a safe area for a child to be. I think a bit of common sense from a parent realising their child needs other shoes on their feet when returning one pair and that "staff toilets" are for "staff" was needed here. Some people just feel so entitled these days.

shell820810

Fosterdog wrote: »

Why would you take your child to return shoes while he is wearing said shoes? Surely common sense would tell you to put something else on his feet when you are returning shoes? Even slippers or taking extra socks if they were his only pair.

I don't know about the shop you are talking about but where I work we cannot let the public use our staff toilet, not just policy but our insurance doesn't cover customers entering staff areas and certainly not a child, plus you have to pass our security office where our safe is in use to get to the toilet and pass one of the access doors to the warehouse which is not a safe area for a child to be. I think a bit of common sense from a parent realising their child needs other shoes on their feet when returning one pair and that "staff toilets" are for "staff" was needed here. Some people just feel so entitled these days.

Jeez its not like i was looking the toilet for myself, he is 3 years old, if he has to go he has to go He has one pair of shoes, they broke. He doesn't wear slippers. We had no alternatives. And that's besides the point. I have hardly ever heard of someone not letting a small child use a shop toilet in an emergency. That's hardly feeling entitled.

powerful_Rogue

shell820810 wrote: »

Jeez its not like i was looking the toilet for myself, he is 3 years old, if he has to go he has to go He has one pair of shoes, they broke. He doesn't wear slippers. We had no alternatives. And that's besides the point. I have hardly ever heard of someone not letting a small child use a shop toilet in an emergency. That's hardly feeling entitled.

I have, loads of times. Everyone likes to complain about it on the internet. However as already posted by Fosterdog, there are many reasons why the public cannot use staff toilets.