Ecco's Shoes

vaksam

Hi all,

For a number of years now my mum has worn almost exclusively shoes by Ecco. She has bad feet and mobility problems and finds them the comfiest shoes to wear. She also finds shoes with laces quite uncomfortable, so the variety of Ecco's with velcro has been her favourite shoe for years, until they recently discontinued this style. Since then she's been buying up as many pairs as she could find in her size! :rolleyes:

In Mid-February she went on a weekend visit to Harrogate, and whilst there went into the Ecco's shop there to see if they had any pairs of these shoes left. The helpful assistant said no, however checking on her computer a store in Denmark had 2 pairs in mums size and the colour she wanted. The assistant offered to order these shoes for mum and when they came into the store in Harrogate ring her to take payment details and post the shoes out to her home address in Manchester. Wonderful customer service, thought mum!

A couple of days after mum returned home, the phone call came from Ecco's Harrogate to say that the shoes had arrived, and mum duely paid £120 from her debit card over the phone. The assistant said that the shoes would be sent out the next day.

By the 5th of March the shoes hadn't arrived, so mum rang the store to enquire. It took a couple of phone calls to get any kind of response, at one point they couldn't even tell her whether the shoes had been sent or not. She finally then told that the shoes had been sent out on the 21st February, and that as the store had proof of posting (shoes sent via normal post) they were no longer responsible for the shoes, and indeed whether they arrived or not! She advised mum that once 15 working days were up it was then between mum and the post office. As such they were unable to offer a replacement or refund. :eek:

Now by my reckoning as mum paid for these items over the phone, that distance selling regulations apply, which quite clearly state that responsibility for items ordered over the phone or by the internet lies with the sender. Am I right in thinking this, before I write my strongly worded letter or complaint?

hjb123

its supposed to be the sender that claims from royal mail, being that price they should have sent them special delivery to have them properly covered for postage etc. I would ask them for the tracking number and see what method of posting they have used, if all they have got is proof of postage then that was insufficient cover.

It may be worth contacting the bank to see if there is anything they can do though am not sure there is but its worth a try

It is the sellers responsibility to get the goods to the customer

reehsetin

distance selling regulations should apply as she ordered over the phone and had not seen the goods in the store, they are responsible for getting the product to her i've got a long post on it somewhere

reehsetin

http://forums.moneysavingexpert.com/showthread.html?p=8315887&highlight=distance#post8315887

vaksam

Many thanks both of you :beer:

I've written to Eccos requesting a replacement or refund within 14 days, or legal action will be taken to retrieve the money mum paid. Copies have been sent recorded to both the store and their head office.

The store sent the shoes by normal post, I'm still staggered by the fact that they think that this is perfectly acceptable bearing in mind the value of the package!

katboumdil

can i just say i untill recently worked for ecco shoes in oxford and the attitude they have towards customers is sickning they will slag customers off behind there backs they will tell u all about the shoes and how long they last when really they dont last as long as they say the also soft shoes that cost £65( only cost the company to buy them £32) they say are comfortable and last for years when accualy they dont they disintergrate when left for to long.
the health and safty in there as well omg its a wonder im not already in hospital or dead. i would advise that as your mum had spent £120 that you call back ecco and quote to them that as ecco policy and standerds it is there duty to ensure that the customer has the shoes before they say its not in there hands anymore and i would advise you and anyone els to not work for them or shop with them.
i was sacked on probation for the polish manager and polish supervisor to employ someone els polish and said i didnt work as i should have and that i wasnt a good team player i would say i was the most polite sales person there.

missile

Why are you digging up a post from 2008?

If you want to comment on Ecco, I would suggest you start your own thread.

Pollycat

katboumdil wrote: »

can i just say i untill recently worked for ecco shoes in oxford and the attitude they have towards customers is sickning they will slag customers off behind there backs they will tell u all about the shoes and how long they last when really they dont last as long as they say the also soft shoes that cost £65( only cost the company to buy them £32) they say are comfortable and last for years when accualy they dont they disintergrate when left for to long.
the health and safty in there as well omg its a wonder im not already in hospital or dead. i would advise that as your mum had spent £120 that you call back ecco and quote to them that as ecco policy and standerds it is there duty to ensure that the customer has the shoes before they say its not in there hands anymore and i would advise you and anyone els to not work for them or shop with them.
i was sacked on probation for the polish manager and polish supervisor to employ someone els polish and said i didnt work as i should have and that i wasnt a good team player i would say i was the most polite sales person there.

You obviously have an issue with Ecco as a company and employer of staff - I'm not sure this forum is the most appropriate place to raise that issue.

I've worn Ecco shoes for some time, they have lasted well.

custardy

Pollycat wrote: »

You obviously have an issue with Ecco as a company and employer of staff - I'm not sure this forum is the most appropriate place to raise that issue.

I've worn Ecco shoes for some time, they have lasted well.

my Ex has worn them for years in work. she works on her feet all day and Eccos last longer than most and a more comfortable than others she has tried

midget_gems

katboumdil wrote: »

can i just say i untill recently worked for ecco shoes in oxford and the attitude they have towards customers is sickning they will slag customers off behind there backs they will tell u all about the shoes and how long they last when really they dont last as long as they say the also soft shoes that cost £65( only cost the company to buy them £32) they say are comfortable and last for years when accualy they dont they disintergrate when left for to long.
the health and safty in there as well omg its a wonder im not already in hospital or dead. i would advise that as your mum had spent £120 that you call back ecco and quote to them that as ecco policy and standerds it is there duty to ensure that the customer has the shoes before they say its not in there hands anymore and i would advise you and anyone els to not work for them or shop with them.
i was sacked on probation for the polish manager and polish supervisor to employ someone els polish and said i didnt work as i should have and that i wasnt a good team player i would say i was the most polite sales person there.

Can i just say that assuming what you say is truthful (being sacked so a polish manager can employ someone polish), and that the "reasons" given for sacking you were very vague and unclear, then this is quite clearly a case of discrimination and a social policy issue. It would be wise to go straight to your local citizens advice bureau and bring this issue up. They will not only help with your potentially unjust sacking, but will bring up the issue as a social policy and hopefully stop this from happening again in the future to other people.