Shoezone Return

KCJA1989

"Good morning,
 
Thank you for reaching out to us.
 
We do apologise, upon further inspection, we are going to stick to the store's original decision.

From the images provided, the shoes do not look to be coming apart due to a manufacturing fault, but due to heavy wear and tear.

If you would like another opinion, you are still able to get the item physically inspected in a different shoezone store. They will be able to inspect it on their end and if a fault is found a refund or an exchange will be authorised.
 
We do apologise for the inconveniences caused.

Kind Regards"

Any advice? Thanks again for all the help. 

born_again

I guess that begs the question. What do you do when wearing them?

KCJA1989

Walk? I'm sorry, I don't particularly understand. I tend to walk in them for about an hour a day in the morning and if I have any general errands, that's it, they're a back up pair of shoes I have owned for less than two months. Thanks.

saajan_12

KCJA1989 said:

"Good morning,
 
Thank you for reaching out to us.
 
We do apologise, upon further inspection, we are going to stick to the store's original decision.

From the images provided, the shoes do not look to be coming apart due to a manufacturing fault, but due to heavy wear and tear.

If you would like another opinion, you are still able to get the item physically inspected in a different shoezone store. They will be able to inspect it on their end and if a fault is found a refund or an exchange will be authorised.
 
We do apologise for the inconveniences caused.

Kind Regards"

Any advice? Thanks again for all the help. 

Must say they're pretty quick with responses.

Either try their suggestion of another store or if thats inconvenient then raise a formal complaint. 

the_lunatic_is_in_my_head

Hello OP

It really depends how far you want to go, if you want to chase this I'd send a letter before action to their head office address (as it only costs a stamp). 

I'm sure this was covered but to clarify, your position is that the goods do not conform to the contract in terms of satisfactory quality, specifically durability as per Section 9, paragraph (3)(e)

https://www.legislation.gov.uk/ukpga/2015/15/section/9

as such you have requested a repair or replacement as per Section 23

https://www.legislation.gov.uk/ukpga/2015/15/section/23

which was denied so you are exercising the final right to reject as per Section 24, paragraph (5)(c).

https://www.legislation.gov.uk/ukpga/2015/15/section/24

Whilst highlighting Section 19 paragraph (14)

https://www.legislation.gov.uk/ukpga/2015/15/section/19

(14)For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.

and pointing out the opinion of a member of staff who isn't trained in the specifics of shoe manufacturing isn't sufficient to meet the required level of burden of proof on the balance of probability.  

I would state that you don't wish to go to small claims for such a small sum of £15 but are being left with little other choice and hope the court will take a dim view of Shoezone wasting their time over such a small amount whilst ignoring their obligations under the Consumer Rights Act. 

KCJA1989

Thanks so much for all of the help, it's much appreciated.

I'll try the store in the next town today and see if I have any luck and report back. 

Bradden

saajan_12 said:

KCJA1989 said:

"Good morning,
 
Thank you for reaching out to us.
 
We do apologise, upon further inspection, we are going to stick to the store's original decision.

From the images provided, the shoes do not look to be coming apart due to a manufacturing fault, but due to heavy wear and tear.

If you would like another opinion, you are still able to get the item physically inspected in a different shoezone store. They will be able to inspect it on their end and if a fault is found a refund or an exchange will be authorised.
 
We do apologise for the inconveniences caused.

Kind Regards"

Any advice? Thanks again for all the help. 

Must say they're pretty quick with responses.

Either try their suggestion of another store or if thats inconvenient then raise a formal complaint. 

Could you explain what the difference is between a complaint and a formal complaint? I've seen this phrase used before - I assume there's a legal distinction?

born_again

Bradden said:

saajan_12 said:

KCJA1989 said:

"Good morning,
 
Thank you for reaching out to us.
 
We do apologise, upon further inspection, we are going to stick to the store's original decision.

From the images provided, the shoes do not look to be coming apart due to a manufacturing fault, but due to heavy wear and tear.

If you would like another opinion, you are still able to get the item physically inspected in a different shoezone store. They will be able to inspect it on their end and if a fault is found a refund or an exchange will be authorised.
 
We do apologise for the inconveniences caused.

Kind Regards"

Any advice? Thanks again for all the help. 

Must say they're pretty quick with responses.

Either try their suggestion of another store or if thats inconvenient then raise a formal complaint. 

Could you explain what the difference is between a complaint and a formal complaint? I've seen this phrase used before - I assume there's a legal distinction?

As a shoe Zone are a non regulated company. They do not have to have a complaints process. So it makes no difference. It is just a play on words.
A Complaint is a Complaint. No other distinction required, & that from a regulated area.

eskbanker

Bradden said:

saajan_12 said:

Must say they're pretty quick with responses.

Either try their suggestion of another store or if thats inconvenient then raise a formal complaint. 

Could you explain what the difference is between a complaint and a formal complaint? I've seen this phrase used before - I assume there's a legal distinction?

There are some regulated industries, such as financial services, where businesses are obliged to have a complaints handling process in place, with strict regulatory requirements about resolution timescales and an ombudsman available to intervene if necessary - there still isn't necessarily anything special about the 'formal' qualifier here but it's often used to emphasise that there is a structured process to follow.

In other businesses such as retail, there isn't the equivalent obligation to have a complaints process at all though....

Bradden

eskbanker said:

Bradden said:

saajan_12 said:

Must say they're pretty quick with responses.

Either try their suggestion of another store or if thats inconvenient then raise a formal complaint. 

Could you explain what the difference is between a complaint and a formal complaint? I've seen this phrase used before - I assume there's a legal distinction?

There are some regulated industries, such as financial services, where businesses are obliged to have a complaints handling process in place, with strict regulatory requirements about resolution timescales and an ombudsman available to intervene if necessary - there still isn't necessarily anything special about the 'formal' qualifier here but it's often used to emphasise that there is a structured process to follow.

In other businesses such as retail, there isn't the equivalent obligation to have a complaints process at all though....

Thanks... I was aware of banking etc having formal processes. It's a phrase I've seen used elsewhere.. like this thread where it seems meaningless.. it's a complaint.