Sports Direct Returns

Scania_Man

So I reckon I must be the only person in the world who didn't realise that Sports Direct are about the only high street chain that don't allow refunds from things bought in store.

I tried to purchase goods twice at the weekend and due to a fault with the website neither would go through - so I called into the shop the following week and picked up a couple of pairs of trainers to take them home and see which size was best. I even mentioned this to the person at the till, so they were aware I fully intended on bringing at least one pair back.

Of course having now reasoned that neither are comfortable or a good fit I discover I can only get a credit note. So unfortunately I think I know the answer but I assume even the failure of the website and then of the person at the till to notify we will count for nothing and I have to accept a very expensive lesson? Paid on credit card (which I'm sure makes zero difference too!).

elsien

Sports direct are correct. Change of mind return is always at the retailer’s discretion. There is no legal right of return for anything bought in store unless there is a fault.
Not good customer service, but that is not their USP anyway. And you did have the option of trying them on in the shop before buying.

screech_78

Yes, they aren’t doing anything wrong.

There is no statutory right to return anything purchased in a shop (unless faulty). Many retailers have a returns policy which does allow refunds, however they don’t have to. They don’t have to let you know they don’t accept refunds - they only have to abide by the terms of any returns policy they display.

marcia_

not just sports direct. Many stores do not have generous returns policies to allow store bought returns.

GrubbyGirl_2

They are following the law. Why not try on in store? I don't understand the hassle of knowing you were going to have to go back to take one pair back at least as you'd bought 2 different sizes!

Aylesbury_Duck

This is why things like changing rooms exist. It's even easier with shoes, you can walk around the shop in them!

elsien

Although trying to get sports direct to unlock the changing rooms is another issue in itself, in my local store at least.

flaneurs_lobster

I bought some trainers online from Sports Direct and Click'n'Collected (incurring a charge) from a local store.

Trying to find someone who could agree to me trying them in store and getting exchange or credit note if not a decent fit was hard work - not convinced it was actually agreed to.

EDIT : does seem that their policy is that online purchases cannot be returned to a store so probably why I was treated as an inconvenience.

Fit was fine and I walked away with them.

First and last time I have visited one of their truly dismal and depressing retail outlets.

Exodi

I work as a sales director and I think the relatively generous returns policies of some retailers cause many consumers to mistakenly believe they have much greater statutory rights than reality.

The right to cancel distance or off-premises contracts exists under the CCR, to my understanding, as a way to balance the opportunities of an in-store purchase.

For example, an in store customer might have the chance to see a product, to hold it and inspect it, which in theory enables them to make an informed decision. An online customer on the other hand would not have this opportunity, only relying on images and often quite brief descriptions. The 'cooling-off' rights under the CCR are intended to balance the playing field and reduce the inherent risks of a remote customer purchasing 'blind'.

If we apply this to your example, you likely had the opportunity to try the shoes on in-store to assess the size/fit, whereas someone purchasing the shoes online would not have had this opportunity. This is why, in theory, they have the right to return it for a non fault reason, whereas you don't.

The issue unfortunately was your decision not to try them on, not whether Sports Direct should offer discretionary returns rights above their statutory obligation.

I would however agree that, in my opinion, rights are now more weighted in favour of online purchases. Many products are oftentimes in boxes on the shelves, so there is very little actual inspection that can be done. If I have the option, I will typically buy something online unless I need it now.

Okell

https://forums.moneysavingexpert.com/discussion/6673131/sports-direct-returns

They aren't legally obliged to accept any returns of instore purchases at all, so in that way you are lucky to get even a credit note.

When buying in any physical store always check what their refund policy is before buying. They aren't obliged to volunteer the information to you.

"… so I called into the shop the following week and picked up a couple of pairs of trainers to take them home and see which size was best…"

???? What?

As others have said, why on earth didn't you try both pairs on before purchasing? You are allowed to do that you know! Last time I was in SD I tried on about half a dozen different models and sizes

https://forums.moneysavingexpert.com/discussion/comment/82040481#Comment_82040481

Like many retailers with (separate) physical and online retail outlets, if you buy online from SD then you have to return online and can't do it instore. If they did allow you to return instore then you got away with something you shouldn't have done, and you should be praising the staff.

From SD's How Can We Help You page: "Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option" - Sports Direct Help Centre

Other stores are different. I have returned online purchases to my local Nike Factory Store with no problem - they allow it.

As with all purchases - online or instore - all consumers should check returns policies before purchase, even if only to know whether an online seller's T&Cs comply with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

And, of course, to make sure you can return to a UK address and not somewhere in Shanghai.

On a more general note I shop a lot in SD and, as I've said many times before on these pages, I've never had a problem with them. Yes staff are very young, but in my experience they try hard to be helpful. Each store could probably do with more staff but I've never had reason to complain or feel that the service is bad or even poor.(*)

There are two SD stores near me. One in the city centre a mile away and one in a retail park about 5 miles away. I think they both provide good retail experiences and I'm more than happy to use them both.

[Edit: While browsing instore I've even found javelin shoes and discus/shot put shoes. I've never seen those instore before]

Plus, apart from the Nike Factory Shop, they're the only sports equipment shop in my city. We don't have an Intersport outlet (do they even still exist?) any more, or any other independent.

That's not to say I'm a fan of everything Mike Ashley. I'm sad that Dunlop and Slazenger and Karrimor are now just "names" and as a longtime outdoor enthusiast I think it's a great pity that Field & Trek was swallowed up.

Ditto the Sweat Shop

(*) Maybe it's where I live. I've never had problems with currys before either. I'm not a "local" but i think it's the people