Dr Martens split seam

RoxyMontana

Hi Moneysavers!

Can anyone advise me whether I can challenge this. I bought a pair of Dr Martens in December 2020 through Very.co.uk.  It's way more than I can generally pay for shoes but I stretched myself thinking that they would be good quality and last ie. better economically and better for the environment than disposable fashion. I haven't used them heavily, but a few weeks ago one of the seams split. It's very visible and the strain worsens it with each wear. 

I spoke to Very customer service and the advisor said that my boots exceeded the 30day return period, but I questioned this as the boots were clearly faulty, and she immediately told me to return them, which I did. The boots have now been returned and my account is being charged £4 for the privilege!

Having looked, even Dr Marten's website states that since 2018 all of their boots are only guaranteed for 12 months, which of course my purchase falls just outside of.

I think this is ridiculous, especially for an expensive pair of boots, not to mention irresponsible for the environment.

Am I wasting my time trying to challenge? I appreciate the guarantee appears to be clearly publicised but I really feel it's inadequate for an expensive pair of footwear that claims to be durable.

Thanks for any advice.

Rox

Sandtree

Your rights are with the retailer not the manufacturer, a manufacturers warranty is just an alternative route.

Ultimately Very have taken them back so you need to wait to see the outcome of that.  As they are over 6 months old it is technically your responsibility to show that they have failed prematurely but seems Very have been willing to take that on. 

RoxyMontana

Hi Sandtree

Thank you for the response.

No Very have returned them and rejected the claim?

R

SaverRate

I would have contacted Dr Martens and asked if they could do anything especially if its just outside of the 12 months!
Wouldnt have bothered with Very.co.Uk to be honest, had numerous bad experiences with them previously 

RoxyMontana

Thanks @SaverRate I was thinking of doing that.

Yes I agree a few people seem to be having problems with Very.

Won't use them again.

Thrugelmir

DM might be able to effect a repair. 

pinkshoes

I would contact DM as usually their boots last years. I have got 5 years out of my last pair that I walked miles in, and they only "failed" as the zip (knee high ones) broke and they were uneconomical to repair. 

In theory, DM might give you a report stating it is an inherent fault with the boots, so you can go back to VERY for a repair, replacement or (partial) refund. Or DM might repair them for you. Give them a call/email and see what they say. 

RoxyMontana

Thanks all,

I appreciate your advice

born_again

If you get no where, then find a good local cobbler. They should be able to sort it. Usually very cheaply 👍

Pollycat

Whereabouts is the split?

I would try Dr Marten as a last resort.
I've been wearing DMs for many years and they really should last longer than a year.

If no joy, I'd second a good old-fashioned cobbler.
My OH takes his shoes to a guy who says he's never met a pair of shoes that he can't mend.

I would always check the official DM website when buying rather than a 3rd party retailer, they often have good sales.

RoxyMontana

Thanks all for your advice. This is what DMs came back with. I thought other customers might be interested. I appreciate they for my case they had no liability as I bought from a third party, but I am sad about how blasé they seem about quality, whilst still trading on the fact they have a reputation for high durability.


Thank you for your message.

We are sorry to hear you have had problems with your Dr. Martens footwear. Unfortunately as the purchase was made over 12 months ago we cannot assist you further as they are no longer covered by our warranty. 

The reason our warranty covers any manufacturers defects for up to 12 months is because any problem that occurs afterwards is predominantly down to wear & tear or damage from usage and therefore we cannot offer a replacement or refund on this occasion. 

And also, as they were not purchased through us directly, they are not covered by our warranty.

We apologise for any disappointment caused.

 

Kind Regards,