ASOS issue

Solluna

I bought a pair of Converse from ASOS back in June.  At the start of October, the rubber trim around the edge of one shoe has come away from the shoe, and means water is getting inside.  I used the live chat and explained the issue, sent them a photo.  Agent #1 said it was clearly a manufacturing issue, to return them and a refund would be given.  I did that.  Last week I received an email saying the return had been rejected as it was outwith their returns period and the shoes arrived back yesterday.  Back onto live chat to ask for email or phone number to discuss and agent #2 informs me the only way to contact them is via the live chat.  Explained whole scenario only to be told the warehouse decision is final, nothing more can be done and I won't get anything.  I mentioned Consumer Rights Act 2015, the fact the product is faulty etc but kept being told as per their return policy, nothing can be done.  I was told as the item cannot go for resale, they won't accept the return, at which I pointed out even had it been returned within the 30 day period it wouldn't be fit for resale as it's faulty.  So I've had a pair of shoes 3 months and can't wear them.  Does anyone have any ideas if this can be taken further, and if so what's my next steps?  Thank you. 

Alderbank

Welcome to the forum.

How much were they and how did you pay?

Solluna said:

I bought a pair of Converse from ASOS back in June.  At the start of October, the rubber trim around the edge of one shoe has come away from the shoe, and means water is getting inside.  I used the live chat and explained the issue, sent them a photo.  Agent #1 said it was clearly a manufacturing issue, to return them and a refund would be given.  I did that.  Last week I received an email saying the return had been rejected as it was outwith their returns period and the shoes arrived back yesterday.  Back onto live chat to ask for email or phone number to discuss and agent #2 informs me the only way to contact them is via the live chat.  Explained whole scenario only to be told the warehouse decision is final, nothing more can be done and I won't get anything.  I mentioned Consumer Rights Act 2015, the fact the product is faulty etc but kept being told as per their return policy, nothing can be done.  I was told as the item cannot go for resale, they won't accept the return, at which I pointed out even had it been returned within the 30 day period it wouldn't be fit for resale as it's faulty.  So I've had a pair of shoes 3 months and can't wear them.  Does anyone have any ideas if this can be taken further, and if so what's my next steps?  Thank you. 

DigSunPap

Are you sure its not just wear and tear from wearing them regularly for 3 months? Converse aren't the sturdiest shoe.

ArbitraryRandom

The consumer rights act doesn't say you can have a refund after 30 days...

But between 31 days and 6 months you do have the right to a repair or replacement if the goods are either faulty or 'not of sufficient quality' (and the onus is on the company to prove you damaged them vs the problem being with the way they were manufactured). And if they can't be repaired or replaced for whatever reason - then you would be entitled to the refund. 

If they won't play ball, here's an outline of your options (including charge back if you paid by card): https://www.citizensadvice.org.uk/Views/Pages/Beta/BetaContentPageTemplate.aspx?id=68315&epslanguage=en-GB