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Original poster

Converse won't do exchanges just refunds...

159 replies

Chattenoire · 02/10/2024 13:20

Hello wonderful ladies! You're always so helpful and I hope you can help this time :)

I ordered some shoes directly from Converse and they sent me the wrong ones.

They're special edition and some colours/sizes are already sold out. I've got in touch with them, and the best they can do is to give me a label and return them. So it's a refund not an exchange and they don't do exchanges.

The problem is.. the way I see it by the time they process the refund etc... I might miss out on the shoes I originally ordered.

I've raised it with AMEX too just in case. I've told them I genuinely don't want free shoes, just for them to send me the correct ones and then I post back the ones they sent me by mistake.

I work in customer experience so I know that anything can be done as long as there's a will on their end.

Anything else I can try?

OP posts:
NewNameNumber43 · 02/10/2024 14:40

Chattenoire · 02/10/2024 13:39

Well they could put a charge as "pending" on my card. Problem solved.

Besides to me the good faith is gone when this was their mistake.

Show quote history

Nope - you’re bonkers expecting this.

I used to work in (big name) retail and we wouldn’t have a way of putting a charge on a card for goods. The processes just weren’t in place. Why would they be? The occasions where it would be required would be so few and far between.

Mistakes happen OP - it’s just one drawback of internet shopping.

Werecat · 02/10/2024 14:25

HÆLTHEPAIN · 02/10/2024 14:00

No. They just have to put OP back into the position she was in before the contract was formed and they have said they’ll do that with the refund. Mistakes are allowed to happen. The legal team would probably chuckle at that complaint!

Show quote history

I though they were offering exchange no refund but somehow not doing the exchange.

OP just take the money. Put it towards something else.

TheDeepLemonHelper · 02/10/2024 14:03

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Original poster
Chattenoire · 02/10/2024 14:02

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It's just very frustrating. And no, I wouldn't get into debt for it, but I guess I'm very biased as I work in the complaints industry (so to speak) so I'm always looking for solutions that convert me into a promoter and not a detractor.

I've had like 30 pairs of converse at some point, but from now on I'd try to avoid ordering directly from them.

OP posts:
YouveGotAFastCar · 02/10/2024 14:01

Werecat · 02/10/2024 13:51

They sent you the wrong shoes. So they haven’t fulfilled the contract. They need to arrange to collect he wrong shoes and also send you the right ones.

Escalate to their legal department.

They've acknowledged that they've not fulfilled the contract and are accepting a return to terminate it.

Escalating it will do nothing, OP's legal rights are to be put in the same position that she was in before the contract was formed - ie, to have her money back.

HÆLTHEPAIN · 02/10/2024 14:00

Werecat · 02/10/2024 13:51

They sent you the wrong shoes. So they haven’t fulfilled the contract. They need to arrange to collect he wrong shoes and also send you the right ones.

Escalate to their legal department.

No. They just have to put OP back into the position she was in before the contract was formed and they have said they’ll do that with the refund. Mistakes are allowed to happen. The legal team would probably chuckle at that complaint!

mummyh2016 · 02/10/2024 13:59

River Island are the same. They did give me a code for free next day delivery though for the new order. My issue wasn't the wrong thing though, it was the wrong size, despite the tag label saying the size I'd ordered the stitched in label had something completely different.

GertrudePerkinsPaperyThing · 02/10/2024 13:58

I would just buy/ re order the ones you want if you want them that badly and have been waiting that long.

Then send the old ones back for a refund.

Its a pain but depends how much you want them.

TheDeepLemonHelper · 02/10/2024 13:56

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MartinCrieffsLemon · 02/10/2024 13:55

Werecat · 02/10/2024 13:51

They sent you the wrong shoes. So they haven’t fulfilled the contract. They need to arrange to collect he wrong shoes and also send you the right ones.

Escalate to their legal department.

But they are refunding. Which means they are cancelling the contract.

MartinCrieffsLemon · 02/10/2024 13:54

You went to AMEX to get them to see if Converse would send you a second pair that definitely wasn't you trying to get a free pair. Honest. ??

🤣🤣🤣🤣🤣🤣

If you can buy the second pair then do it. You have the money. Or use PayPal or Klarna or whatever to split the payment so you'll have the refund by the time it's all gone.

And question whether your "principles" are worth missing out on these shoes you've waited a year for. Because you're the only one who's going to miss out...

Original poster
Chattenoire · 02/10/2024 13:52

Werecat · 02/10/2024 13:51

They sent you the wrong shoes. So they haven’t fulfilled the contract. They need to arrange to collect he wrong shoes and also send you the right ones.

Escalate to their legal department.

Right?? I thought something like that would apply.

OP posts:
Werecat · 02/10/2024 13:51

They sent you the wrong shoes. So they haven’t fulfilled the contract. They need to arrange to collect he wrong shoes and also send you the right ones.

Escalate to their legal department.

AlohaRose · 02/10/2024 13:49

Very normal.

Original poster
Chattenoire · 02/10/2024 13:49

sweeneytoddsrazor · 02/10/2024 13:44

A pending charge on your card freezes the amount of the charge so if you have £200 your balance would show as £100 available £100 pending. You need to have the amount of the pending charge on the card

I have the amount available that's not the problem.

Anyway it's really out of principle as I'm annoyed as I've waited since last year for this collection to be released over here.

Now that they're finally here, I can't even wear them :(

OP posts:
Original poster
Chattenoire · 02/10/2024 13:45

SBHon · 02/10/2024 13:40

if I was in such financial straits I didn’t have £100 flex until payday I’d think twice about buying a £100 pair of shoes and / or buy a cheaper pair
^ this for me too. (Although it’s temporarily £200-300 with both pairs? so more understandable.) But if I was relying on a credit card I’d be considering did I reeeaaalllyyy want them.

It's not payday it's the credit cycle which gives me 6 weeks of leeway. And yes it'd be the £200 for both pairs.

Anyway, I think considering it's their mistake they could do more.

OP posts:
sweeneytoddsrazor · 02/10/2024 13:44

A pending charge on your card freezes the amount of the charge so if you have £200 your balance would show as £100 available £100 pending. You need to have the amount of the pending charge on the card

TheDeepLemonHelper · 02/10/2024 13:44

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Becki10 · 02/10/2024 13:43

Can you open a zilch account? It's interest free (as long as you are not late) and splits payments so you would only pay a quarter of the price at checkout then once your refund is processed you can pay it all off straight away

ADogChewingAnAntler · 02/10/2024 13:42

I don't understand why you've brought AMEX into this? The store has agreed to refund.

All seems much ado about not a lot to be honest?!

May be frustrating to you but it's so minor in the scheme of things.

Comefromaway · 02/10/2024 13:41

If you havn't got enough on your card to buy the replacement pair they can't put a pending charge on either.

SBHon · 02/10/2024 13:40

if I was in such financial straits I didn’t have £100 flex until payday I’d think twice about buying a £100 pair of shoes and / or buy a cheaper pair
^ this for me too. (Although it’s temporarily £200-300 with both pairs? so more understandable.) But if I was relying on a credit card I’d be considering did I reeeaaalllyyy want them.

Original poster
Chattenoire · 02/10/2024 13:40

TemuSpecialBuy · 02/10/2024 13:38

What principle?
They are offering a refund and you can rebuy it’s the same thing ultimately

My two thoughts are:

If I was that desperate I’d just buy the new ones…

if I was in such financial straits I had maxed out my Amex and didn’t have £100 flex until payday I’d think twice about buying a £100 pair of shoes and / or buy a cheaper pair

Edited
Show quote history

Of fixing their mistake??

OP posts:
Original poster
Chattenoire · 02/10/2024 13:39

NewNameNumber43 · 02/10/2024 13:37

I’m confused… I understand why you’d be querying a (bricks and mortar) shop not doing exchanges, but your OP implies you ordered these online… are you seriously questioning why converse wouldn’t send you a second pair on good faith, before you sent the first back?

I don’t know any company that would do that?

Well they could put a charge as "pending" on my card. Problem solved.

Besides to me the good faith is gone when this was their mistake.

OP posts:
TemuSpecialBuy · 02/10/2024 13:38

Chattenoire · 02/10/2024 13:24

Not really... At least not until.my new credit cycle starts next week. It's out of principle too though.

What principle?
They are offering a refund and you can rebuy it’s the same thing ultimately

My two thoughts are:

If I was that desperate I’d just buy the new ones…

if I was in such financial straits I had maxed out my Amex and didn’t have £100 flex until payday I’d think twice about buying a £100 pair of shoes and / or buy a cheaper pair

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