Muck Boots

Not_fit_for_purpose

August 2023 I purchased a pair of Muck Boots through an online retailer - Welly Warehouse. They are guaranteed for a year. By November the boots had split along the edge of the instep. I informed the retailer and a replacement pair arrived with no problem. Fast forward to March 2024, the replacement pair had also split in the same place. I contacted the retailer requesting a refund as the product was not fit for purpose etc. The supplier responded that the damage was due to fair wear and tear and no refund would be given. I’ve been playing ping-pong with Welly Warehouse for the last 3 months , with them telling me the replacement boots are not guaranteed, they are fit for purpose as I’ve had use of them since August 2023 and ‘the computer says no’! I’m a bit confused as to what the CRA grants in respect of replacement but whatever I say I just get blanked. Having subsequently checked social media there’s a multitude of complaints about Muck Boots and their products, but the retailer appears to be siding with the supplier rather than me, their customer. Do I have any recourse here, or is it a case of … it is what it is … and I move on .  

Ergates

Not_fit_for_purpose said:

August 2023 I purchased a pair of Muck Boots through an online retailer - Welly Warehouse. They are guaranteed for a year. By November the boots had split along the edge of the instep. I informed the retailer and a replacement pair arrived with no problem. Fast forward to March 2024, the replacement pair had also split in the same place. I contacted the retailer requesting a refund as the product was not fit for purpose etc. The supplier responded that the damage was due to fair wear and tear and no refund would be given. I’ve been playing ping-pong with Welly Warehouse for the last 3 months , with them telling me the replacement boots are not guaranteed, they are fit for purpose as I’ve had use of them since August 2023 and ‘the computer says no’! I’m a bit confused as to what the CRA grants in respect of replacement but whatever I say I just get blanked. Having subsequently checked social media there’s a multitude of complaints about Muck Boots and their products, but the retailer appears to be siding with the supplier rather than me, their customer. Do I have any recourse here, or is it a case of … it is what it is … and I move on .  

They are partially right about the guarantee - the replacement doesn't get a new 12 month guarantee, it goes from date original date of purchase.  But this isn't relevant as you're still within the original 12 months.

I would argue that it is ridiculous to claim that  pair of wellies splitting in 4 months is due to "fair wear and tear".  No pair of shoes should be expected to wear out in that timeframe, and wellies are generally considered to be especially sturdy.

The CRA states that goods should be of "satisfactory quality" (of which, durability is a factor) and be "fit for particular purpose" (i.e. "fitness for all the purposes for which goods of that kind are usually supplied").  Assuming you've not been using the wellies for some other purpose (as a hammer, for instance) then it seems (to me) that they don't meet these standards.

As you have had the boots for more than 6 months, if you requested a refund then they could reduce the amount to take this into account.

PHK

Just to add, as it’s more than six months then you need to prove they are inherently faulty, not of merchantable quality etc. 

GrubbyGirl_2

PHK said:

Just to add, as it’s more than six months then you need to prove they are inherently faulty, not of merchantable quality etc. 

The fact that 2 pairs have developed the same fault withing 3/4 months is probably sufficient proof they are inherently faulty.

PHK

GrubbyGirl_2 said:

PHK said:

Just to add, as it’s more than six months then you need to prove they are inherently faulty, not of merchantable quality etc. 

The fact that 2 pairs have developed the same fault withing 3/4 months is probably sufficient proof they are inherently faulty.

The retailer could equally say that the OP has misused or abused the item. How would the OP show that it’s poor quality and not something they’ve done. 

The retailer is already “not playing ball” so the OP should be prepared.