New Balance Trainers

magicake

Hi guys! After a bit of advice about a problem I have had with some shoes I bought for my boyfriend. If I'm missing any important information please let me know and I'll try and clarify!

• What did you buy?  Pair of New Balance Trainers for my boyfriend
• When did you buy it?  Ordered 31st December, arrived 5th Jan
• Where from? Online - New Balance website
• How did you pay? Debit card
• What went wrong? On 28th Feb sole started coming away at back of one of the shoes (see attached photo).
• What are the vendors telling you?  Have offered 40% refund as "the shoes have been worn frequently" and "their policy does not agree to provide full refund after 3 months"
• What solution or remedy are you looking for? (Companies may Repair / Refund / Replace) Ideally full refund, but understand that will have to accept replacement as greater than 1 month since purchased

My boyfriend has been wearing them daily, but just for work in an office. Not for any running or sport. Just wondered what forumites thoughts were? To me it seems that if they are breaking after 8 weeks they are faulty and should be refunded or replaced, but doubting myself slightly after quite a forceful response from customer services.

If you helpful people agree that I have a case, I think my next step would be to try and chargeback through my bank, but I can't do that until the 16th as they require 15 days since contact with customer services. Any other advice much appreciated.

Thanks all!!

magicake

Apologies forgot photo

elsien

Where is the online shop-based? UK or elsewhere?

Okell

Assuming it's the UK New Balance website you can refer them to para 13(b) of their own T&Cs regarding faulty goods:

"13(b) up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases;"    Terms & Conditions - New Balance

So assuming the goods are faulty and they haven't been damaged through misuse, you are entitled to a replacement or a repair or, if that is not possible, a full refund.

If the repair or replacement fails again you can demand a full refund if within 6 months of purchase.  After 6 months a partial refund to reflect some wear and tear.

Those T&Cs I quote do reflect the law which is here if you need to refer to it:  Consumer Rights Act 2015 (legislation.gov.uk)

(If NB don't play ball, try a chargeback or s75 claim if appropriate.  But try NB again first.  Refer them to their own T&Cs and the legislation I linked to)

magicake

It's the UK online shop. Good spot Okell - I will draw that to their attention now, thanks.

DullGreyGuy

Its only motor vehicles that can be discounted in the first 6 months of ownership

Okell said:

After 6 months a partial refund to reflect some wear and tear.

Its not wear and tear but "use" that is deducted

pinkshoes

They are clearly faulty and the retailer should be offering a repair, replacement or refund (their choice).

I love my NB running trainers, but would NEVER buy their dark suede trainers again as even after a year the colour leaked out of the fabric every time they got the slightest bit damp and dyed my socks and feet! I binned them eventually as no amount of spray helped!