Adidas Return Rejected

igloo1176

Hi all,

Unsure on if I have a case so wanted to ask here. 

Bought a pair of trainers from Adidas. They were fine for a week or so then the left trainer started to squeek every so often. 

It started getting worse but I persevered.

Eventually it got to the point where they squeeked with every step which was distracting when in the office. 

I initiated a return a few days before 30 days from purchase. My return reason was to have them investigated as faulty by Adidas. 

Adidas have rejected the return without investigating as they are, quoting their WhatsApp message, "clearly worn and dirty". Which is completely true. I wore them right up until they became unusable to me. 

Does the fact they were worn change anything in the rights if they are faulty?

Thanks. 

Woodstok2000

They appear to think this is a standard return, where items do need to be unworn. They have a slightly different process for quality/warranty issues, did you use this returns process?

https://www.adidas.co.uk/help/returns-refunds/quality-claim

Either way, you need to get in touch and explain it's a quality/warranty return, not a straight refund.

Alderbank

igloo1176 said:

Eventually it got to the point where they squeeked with every step which was distracting when in the office. 

I initiated a return a few days before 30 days from purchase. My return reason was to have them investigated as faulty by Adidas. 

It's not a fault.

Lots of stuff if you google it. If you don't like the squeaky 'feature', dust the squeaking bits with baby powder to silence them. There are even YouTube videos showing how to do it.

greyteam1959

I dust my squeaking bits on a regular basis.
😁😁

eskbanker

Woodstok2000 said:

They appear to think this is a standard return, where items do need to be unworn. They have a slightly different process for quality/warranty issues, did you use this returns process?

https://www.adidas.co.uk/help/returns-refunds/quality-claim

Either way, you need to get in touch and explain it's a quality/warranty return, not a straight refund.

When doing so it would be worth distinguishing between quality issues (granting statutory rights under the Consumer Rights Act) and warranty ones (where you're in the retailer's hands as to Ts & Cs), so claiming under the former will often be more productive.

igloo1176

Woodstok2000 said:

They appear to think this is a standard return, where items do need to be unworn. They have a slightly different process for quality/warranty issues, did you use this returns process?

https://www.adidas.co.uk/help/returns-refunds/quality-claim

Either way, you need to get in touch and explain it's a quality/warranty return, not a straight refund.

This is exactly how I claimed. Under my account it has a claim number. Within the claim it it states the below:

+++++++++++++++++++++
Return rejected

Unfortunately, the item you sent back did not meet our return conditions. We'll send the package back to you.
+++++++++++++++++++++

So it seems there's some sort of inspection that happens and they don't take it any further if it fails the inspection.

Alderbank said:

igloo1176 said:

Eventually it got to the point where they squeeked with every step which was distracting when in the office. 

I initiated a return a few days before 30 days from purchase. My return reason was to have them investigated as faulty by Adidas. 

It's not a fault.

Lots of stuff if you google it. If you don't like the squeaky 'feature', dust the squeaking bits with baby powder to silence them. There are even YouTube videos showing how to do it.

Thanks for this info. I've described it as a squeak but I don't think that's accurate. 
Mine is more like a pop/click around where my big toe would be. There's a bit of vibration so it feels like something within the foam/rubber base. It only happens in the left trainer. 

eskbanker said:

Woodstok2000 said:

They appear to think this is a standard return, where items do need to be unworn. They have a slightly different process for quality/warranty issues, did you use this returns process?

https://www.adidas.co.uk/help/returns-refunds/quality-claim

Either way, you need to get in touch and explain it's a quality/warranty return, not a straight refund.

When doing so it would be worth distinguishing between quality issues (granting statutory rights under the Consumer Rights Act) and warranty ones (where you're in the retailer's hands as to Ts & Cs), so claiming under the former will often be more productive.

Any tips on getting this point across? They used the American spelling of apologise (apologize) so fear if they help is in USA it will be harder to get that across. 

TELLIT01

I have a pair of Nike trainers which have a definite squeak coming from the sole.  It happens when you raise the foot, releasing the pressure on the heel.  There is no apparent damage to the sole, and the problem has been there almost from new.  It doesn't always happen, even when walking the same route.  It's irritating but I'm just having to live with it.  Since I started to experience the problem, I've become aware of many other people with a similar problem but with different makes of trainer.

Woodstok2000

It does say on that page you can return in store too, maybe give that a go so you can explain/demonstrate in person?

igloo1176

Woodstok2000 said:

It does say on that page you can return in store too, maybe give that a go so you can explain/demonstrate in person?

Good idea, I didn't catch that in the page, thanks. I'll give that a go, generally get better service face to face too. Worth a try. 

TELLIT01 said:

I have a pair of Nike trainers which have a definite squeak coming from the sole.  It happens when you raise the foot, releasing the pressure on the heel.  There is no apparent damage to the sole, and the problem has been there almost from new.  It doesn't always happen, even when walking the same route.  It's irritating but I'm just having to live with it.  Since I started to experience the problem, I've become aware of many other people with a similar problem but with different makes of trainer.

That's interesting that you've noticed more people with the same problem. Wonder if they're all using the same places to make them if they have the same/similar defects. 

Thanks for everyone's help and comments. 

Much appreciated. 

Grumpy_chap

Trainers can make various noises from time to time.  The OP may find this thread relevant:
https://forums.moneysavingexpert.com/discussion/comment/81255967#

However, I think it is important to understand the nature / source of the squeak that the OP's trainers are making after only a couple of weeks.
It is a squeak because the air bubble has popped?  Or some other cause that may indicate a premature failure?
Is it a squeak because of the way the rubber sole contacts the floor?  Or some other cause that is simply normal?

eskbanker

igloo1176 said:

eskbanker said:

Woodstok2000 said:

They appear to think this is a standard return, where items do need to be unworn. They have a slightly different process for quality/warranty issues, did you use this returns process?

https://www.adidas.co.uk/help/returns-refunds/quality-claim

Either way, you need to get in touch and explain it's a quality/warranty return, not a straight refund.

When doing so it would be worth distinguishing between quality issues (granting statutory rights under the Consumer Rights Act) and warranty ones (where you're in the retailer's hands as to Ts & Cs), so claiming under the former will often be more productive.

Any tips on getting this point across? They used the American spelling of apologise (apologize) so fear if they help is in USA it will be harder to get that across. 

You'd need to be citing the relevant CRA sections, including:

9 Goods to be of satisfactory quality

20 Right to reject

22 Time limit for short-term right to reject [30 days]

https://www.legislation.gov.uk/ukpga/2015/15/contents