Sports Direct faulty shoes return problems
in Consumer rights
3 replies 124 views
On 24/10/22 I bought three pairs of shoes from Sports Direct store in Edinburgh for a total of around £80 and paid with credit card. In 4 months they all developed various faults (soles detaching from the rest, insoles disintegrating, internal rubber frame collapsing) making shoes unfit for purpose. I attempted to return them to the shop on 12/03/23 for replacement. Shop clerk took them away and returned a minute later stating my return was rejected. I asked to speak with shop manager. He said that this was due to 6 months rule. I corrected his maths saying it was only about 4 and a half months since purchase, to what he stated that the shoes show "normal wear and tear" and return will not be accepted. Since he appeared completely dismissive, I asked how to escalate the return. He said I should use SD website form to complain.
I contacted Customer Support via email and website. Initially they stated they could not help as this was in-store purchase and store manager decision was final. When I enquired further, the advice was to organise "independent inspection by reputable company" and get back. When I mentioned that proving the faults developing in the first 6 months were not manufacturing faults was responsibility of the retailer, they said they could not help any further. I also used Facebook page to raise the issue. They asked to send the shoes back for inspection, but expect me to pay for postage. FB support said that if the shoes are found to have manufacturing faults, all money, including postage will be refunded. They are not prepared to sent prepaid labels, even when I mentioned that legally it is retailers responsibility to cover return postage in case of faulty goods.
Did I miss or misinterpret anything? What should be my next step in this frustrating situation?
PS. Attached a few photos of the faults for clarity.
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