Retailer not responding

barkingmad15

I helped my mum return some trainers to Sports Direct recently. She originally bought a pair in-store last year, within 4 months the material had worn into a hole. She took the shoes back & they very grudgingly replaced them. After a further 3 to 4 months these have worn into a hole as well! She took them back again & the manager refused a refund. I contacted Sports Direct via email & sent them photos, eventually, they said her toe had worn through & they would not refund the money. I asked for them to reconsider as they had not physically inspected the shoes. They asked for them to be sent back. I sent them by Collectplus & they were received on 3rd January. I have heard nothing back from them & despite repeated attempts at further communication by email, they will not respond. Please, could somebody help me with my next steps? I suppose it would be best to send a recorded delivery letter but I am unsure of what to put in it or what to claim. Many thanks in advance for any advice.

Anthony

DoaM

Just for clarity ... you have no claim whatsoever, your Mum does. Are you doing everything in her name? Are SD aware that they're not communicating with the actual customer?

Carrot007

barkingmad15 wrote: »

I suppose it would be best to send a recorded delivery letter

Cannot help with the contents but no, never send recorded delivery. It will just be refused. Just get a certificate of posting. Optionally send a second copy recorded if you feel the need and mention the two copies in the letter. But never just recorded.

societys_child

. . within 4 months the material had worn into a hole. She took the shoes back & they very grudgingly replaced them. After a further 3 to 4 months . . .

The replacement pair don't start a new guarantee period, and after 7 or 8 months use they could ask for a report to say they were inherently faulty and not damaged by the user. Sounds like they're saying the damage was in fact caused by the users toe, not a product fault.
How much were they?

barkingmad15

I understand all of the above. The point being though, they now have the shoes & I have received neither a refund or the shoes back, I would expect one or the other. I beleive the price was £47, they are Nike trainers.

Plantation7

I feel for you with this company but i got a response from them by writing something on their facebook page, a customer service person was asking me to contact them straight away.
They don't like the world knowing about your problems so embarrass them without saying anything really bad, trust me! they will see it on social media.

bris

You have now had 8 months out the trainers, that's good going tbh. The second pair does not reset the clock so legally they are 8 months old.

barkingmad15

Thanks, Plantation7, worth a go!

Bris, as I said above, you are missing the point. They had the trainers back & no reply, no refund, no return of the trainers. I expect some kind of response on principle. When did the world get so wrong with quality? The last pair of shoes I bought cost me £55, so a little dearer but have lasted me over 3 years & are going strong. No, they weren't in a sale & yes they are a good quality brand (DM's) I use them everyday as work shoes. I just don't understand how companies can get away with this c**p anymore? You part with good hard earned money & 8 months is reasonable?? Not in my book it isn't.

Carrot007

barkingmad15 wrote: »

I just don't understand how companies can get away with this c**p anymore? You part with good hard earned money & 8 months is reasonable?? Not in my book it isn't.

Some companies are good.


You threw reasonable out of the situation when buying from sports direct. No reasonable person would shop there if they were paid to do so.


You want reasonable buy from a reasonable company.


But as others say shame them on social media.

bris

Carrot007 wrote: »

But as others say shame them on social media.

Do you really think Mike Ashley can be shamed?

Carrot007

bris wrote: »

Do you really think Mike Ashley can be shamed?

Well no, but I think they may do something to avoid the bad publicity.