Luxury brand getting pissy over faulty item - advice pls

[MangoNo55]

I bought my DH a very expensive pair of slippers for Christmas. He wore them once and I noticed the stitching had come undone on the side.

I contacted the co. and they’ve been very unresponsive. It’s now 23 Jan. They take a week to respond. They’ve now said, oh we can’t see if it’s really a fault from your photos (you can) so you need to post them in for us to get a specialist team to look at and see if it really is a fault. Then they take another week to respond. That to me says they’ll come back and say my DH gas ripped them or something.

I’ve just got a pissy email giving me a label to post back with what I think the outcome should be. I just want them replaced. Nothing major! They only responded when I emailed them and said I’d like a response please, it’s been a week.

I want to be a bit more informed as to my rights before I fill in the form as they seem very, very reluctant with delaying tactics, hoping I give up.

thx

Their slow response time is not ideal, but they do have a right to inspect them to determine the nature of the fault. I take it you bought them online, and that more 30 days have passed since you did. In this case you really just have to leave it up to
them now to inspect and decide on their course of action.

Again, not ideal, but if they’ve only been worn once and you make it clear that you just want a replacement they will likely oblige.

Take lots and lots and lots of photos and videos too. I'd film them being packaged and posted too.

Is it possible to take them to a shoe repairers so that he can give expert confirmation that there is a fault?

What brand is it? If it's a really obvious fault could you take it into one of their stores if they have one?