Go Outdoors insisting I return faulty product to store 13 December 2022 at 4:36PM in Consumer rights 9 replies 647 views

ormerods

I purchased a pair of walking boots from Go Outdoors a few weeks ago which developed a fault within a day, I contacted customer services who insisted that I needed to return the faulty goods back to store in order for them to be replaced.

It's around a 2 hour round trip for me to get to the store so I had quite a bit of back back and forth with them as I didn't feel it was fair that I had to waste my time and fuel for good that were clearly defective. I caved in eventually as I needed the boots and wasn't getting anywhere arguing with them so I just drove back to the store where they replaced the boots for me. 

Now the issue is that the second pair have a fault with the insoles, this would be easily remedied by them sending me a new pair of insoles but they are once again insisting that I drive all the way back to the store! 

What are my consumer rights here? At this stage I just want to get a refund and never have to deal with the company again but I'm digging my heels in (haha) as I really don't feel I should have to waste any more of my time and money. I wondered if I could possibly issue a Visa Chargeback in this instance? Or will they just agree with the retailer that I need to take them back to the store?

jon81uk

Did you purchase instore originally?
If so then returning to store for a return seems correct.
You can't do a chargeback and keep the item.

TELLIT01

Can you find a phone number to contact the store direct?  Speaking to a manager on-site, as you have already had issues, may be a better way to get things resolved.

Alderbank

TELLIT01 said:

Can you find a phone number to contact the store direct?  Speaking to a manager on-site, as you have already had issues, may be a better way to get things resolved.

Usefully their website gives a phone number for each store and the store manager's name

cannugec5

I don’t know about the legal rights. 

In the past I had an issue with a faulty item of clothing I had bought in-store some distance away ( not Go Outdoors). I telephoned the store to explain the situation and they were very helpful. I posted the item back. They sent me a replacement, refunded the postage costs and gave me a voucher for the inconvenience. 

ormerods

Thanks everyone, I will call the store tomorrow

user1977

Are they saying they'd refuse to deal with the shoes if you posted them back? They can't insist that you personally turn up bearing the item you want to return.

Manxman_in_exile

user1977 said:

Are they saying they'd refuse to deal with the shoes if you posted them back? They can't insist that you personally turn up bearing the item you want to return.

That's a good point.

The OP originally said that

ormerods said:

I purchased a pair of walking boots from Go Outdoors a few weeks ago which developed a fault within a day, I contacted customer services who insisted that I needed to return the faulty goods back to store in order for them to be replaced.

It's around a 2 hour round trip for me to get to the store ...

I wonder if customer services specified that they had to be returned in person rather than being posted back to the store?

(I suspect the OP asked if he could post them back and customer services said "No", but it's not clear.  I suspect GO aren't geared up to have postal returns to stores.  As an aside, I've never had a problem getting refunds form GO instore.  Our local staff are very friendly and helpful)

mattyprice4004

To be fair to them, it's not their fault you chose to travel to a store out of your way - but likewise it's not fair you've had faulty goods. 
I'd suggest some compromise is needed, and I'm willing to bet with a bit of pushing customer support will give the green light for you to post them back to store. 

tightauldgit

ormerods said:

I purchased a pair of walking boots from Go Outdoors a few weeks ago which developed a fault within a day, I contacted customer services who insisted that I needed to return the faulty goods back to store in order for them to be replaced.

It's around a 2 hour round trip for me to get to the store so I had quite a bit of back back and forth with them as I didn't feel it was fair that I had to waste my time and fuel for good that were clearly defective. I caved in eventually as I needed the boots and wasn't getting anywhere arguing with them so I just drove back to the store where they replaced the boots for me. 

Now the issue is that the second pair have a fault with the insoles, this would be easily remedied by them sending me a new pair of insoles but they are once again insisting that I drive all the way back to the store! 

What are my consumer rights here? At this stage I just want to get a refund and never have to deal with the company again but I'm digging my heels in (haha) as I really don't feel I should have to waste any more of my time and money. I wondered if I could possibly issue a Visa Chargeback in this instance? Or will they just agree with the retailer that I need to take them back to the store?

You can't insist that the store rectifies the issue the way you want. So 'they can just post me new insoles' isn't a solution if that's not how they work. If you bought it in a store I don't think it's unreasonable that you return it to a store but I would think there would be an option to mail it although you might have to pay for postage. If you bought online there should be an option to return by post.