Sports Direct faulty shoes return problems 16 March at 1:51PM in Consumer rights 3 replies 124 views

bladteth

Hi,

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?

Thanks.

PS. Attached a few photos of the faults for clarity.

Debbie9009

I think you will struggle to get anywhere with this, 3 pairs of shoes costing £80 total are the cheaper end of the market and will not last very long.  

Looking at the photos you have posted it does look like they have been worn a lot.  

Sports direct asking you to get a report to prove the shoes have a manufacturing fault, or requesting you send them to sports direct for inspection is not unreasonable in my opinion.

powerful_Rogue

bladteth said:

Hi,

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?

Thanks.

PS. Attached a few photos of the faults for clarity.

I think the stance of paying to return the goods for inspection and then they will refund is very reasonable.

Only other option is Letter Before Action and then small claims court.

bladteth

Debbie9009 said:

Looking at the photos you have posted it does look like they have been worn a lot.

Thanks Debbie. They were my kids' shoes and yes, they have tendency to fall apart quicker than mine. However, similarly priced shoes from other shops usually lasted much longer. I offered I could drop the shoes at Edinburgh store, Collect Plus or similar place, but SD insists on sending them back at my expense.