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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think that in 8 weeks my DD might want to wear her new Clarks shoes.... outside?

31 replies

PssstOverHere · 25/06/2011 20:41

I bought my DD some shoes from a Clarks Outlet shop on Monday, she was fitted for them and they seemed fine. They came with an 8 week guarantee that if they were not right they could be returned.

A few days later we saw that they were leaving bad red marks on her feet, we took her into the nearest Clarks (not an outlet shop) and the manager was appalled that we had been fitted with them and said she shouldn't be wearing them at all. We bought her a new pair there so that she had something to wear.

I've now been back to the Clarks Outlet and they won't let us return the shoes because they have been worn outdoors. I pointed out that their guarantee was for 8 weeks, I still had the guarantee ticket, and that surely they didn't expect her to not wear them outdoors for 8 weeks ? In 8 weeks she'll probably need a bigger pair anyway the way things are going FFS!!!!

She shrugged and said they couldn't be returned. I asked what the point of the guarantee was, she didn't really answer. I think if I had asked they may have given me a credit note but she didn't suggest it and in the end my blood pressure was rising so I left before I exploded!

So, AIBU to think that an 8 week guarantee means bugger all if they can't wear them outside??

OP posts:
itsastrawpoll · 25/06/2011 20:43

Fooking hell YANBU!

Crossssssshairs · 25/06/2011 20:43

YANBU

Jonnyfan · 25/06/2011 20:44

Complain direct to Clarks. Tell them you are broadcasting the result on MN.

SuePurblybilt · 25/06/2011 20:44

That is truly crap. I'd be back to talk to the non-outlet Clarks and see if they'd like to refer you to HO/Customer services, with their 'evidence' to back you up.
I'm so over Clarks. The shoes are getting naffer and more expensive every season. Hush Puppies for DD from now on.

edwinbear · 25/06/2011 20:46

Forget the 8 week guarantee, I'd be livid that they hadn't fitted her properly in the first place. Might be worth a letter to trading standards though if they aren't honouring their own 8 week guarantee.

debka · 25/06/2011 20:47

I wouldn't expect the shop to take back a pair of shoes that had been worn outside. So in that respect YABU. However bearing in mind what the Clarks man said, that the shoes should never have been sold YANBU- you bought them in good faith that they were fitted properly. I think you should complain and Clarks should give you your money back.

thursday · 25/06/2011 20:48

clarks outlet measured my daughters feet wrong last week. she seemed largely clueless tbh, the size she said didnt even go on her feet. i went elsewhere and had her remeasured and bought there. YANBU, what is the point of a guarantee that guarantees nothing. i wont be going back, they were all fugly too (the shoes, not the staff)

Icoulddoitbetter · 25/06/2011 20:50

Complian complain and complain some more. Did you speak to the manager there? You need the second mad to confirm the shoes weren't right to back you up too. Good luck.

RitaMorgan · 25/06/2011 20:51

What was the guarantee supposed to be guaranteeing?

Original poster
PssstOverHere · 25/06/2011 20:52

Well I'm glad that the overall consensus is that IANBU, I will complain and see what they do. I was a bit dubious of buying from the outlet shop tbh, but we were there, DD needed shoes, they weren't busy so we had her 'fitted' and bought them. She kept waffling on about the 8 week guarantee I felt reassured that it'd be ok if we had any problems. She didn't mention the no outdoors bit though Hmm

OP posts:
leftangle · 25/06/2011 20:56

YAB(a bit)U. I'm sure clarks can't guarantee they'll take shoes back in any condition after 8 weeks. They can't be resold and they are not faulty so why should they? If you're daughter was wrongly fitted in the first place they should offer you an exchange but this is nothing to do with the guarantee.

SquirtedPerfumeUpNoseInBoots · 25/06/2011 20:58

I don't disagree with you, but my understanding was they guarantee the shoes will still fit in 8 weeks.

Original poster
PssstOverHere · 25/06/2011 21:00

Leftangle Maybe I should go back and ask for a credit note then, so I can get more shoes there when she out grows her new ones? I thought she would suggest an exchange or a credit note but she didn't. Maybe thats a better solution.

OP posts:
Original poster
PssstOverHere · 25/06/2011 21:01

Squirted But its less than 8 weeks (less than 8 days actually!) and they don't fit, so shouldn't that be covered by the guarantee?

OP posts:
RitaMorgan · 25/06/2011 21:02

If they were guaranteeing that the shoes would fit in 8 weeks, and they didn't, then surely you should get a refund regardless of them being worn outside?

mumblebum · 25/06/2011 21:02

I have to say I have never had a problem returning shoes to Clarks. They've always been more than happy to exchange them when there was a problem, even after they've been worn for a few weeks including outside. I'd complain!

Crossssssshairs · 25/06/2011 21:03

I would go back again and demand a refund/credit.

Original poster
PssstOverHere · 25/06/2011 21:03

Yes, thats what I think Rita.

I guess I should go and ask for a credit note, I won't have my money back and will still have paid for two pairs of shoes this week but at least I'll have a credit note that I can use next time.

OP posts:
androbbob · 25/06/2011 21:04

I think the 8 week guarantee is that the shoes will fit for 8 weeks minimum. But if they werent fitted properly then I would expect them to be exchanged for a pair that did. My DD had a pair exchanged last year. I dont buy Clarks now as they are too expensive and not good value for money anymore.

emilykettle · 25/06/2011 21:05

As a professional children's shoe fitter, I have to say that unfortunately this is surprisingly common from Clarks :( We get a LOT of complaints!!

However, where are the red marks on her feet? What size are the original shoes and what was she re-measured at?

Shoe fitting is more of an art than a science, and some fitters just fit what the measuring device says, instead of using common sense and seeing that shoes all fit differently depending on brand/style/material/shape, etc.

Unfortunately, I think their 8 week guarantee is only valid on shoes that haven't been worn outside, but I think that if you go and talk (nicely) to their manager they should be able to sort something out as a goodwill gesture. I know mine would.

PeppaPigandGeorge · 25/06/2011 21:06

YANBU. I took shoes back to John Lewis after around the same length of time as they were outgrown. Outdoor use is not the issue - you aren't returning because you have changed your mind. You are returning as the fitting service was poor and therefore there is no need for them to be in saleable condition.

Eranu · 25/06/2011 21:10

They should definitely have taken them back. I used to work at Clarks (twats to work for btw) and we used to take badly fitted shoes back in all conditions. It was just the rules.

LittleMissFlustered · 25/06/2011 21:16

I have had three refunds from Clarks for ill fitting shoes and boots. It is apparently down to managerial discretion. I would contact head office. Good luck!

Original poster
PssstOverHere · 25/06/2011 21:17

EmilyKettle We were sold a 4.5F in this type of style and ended up being remeasured a 5.5G and bought this type of style, which do seem to fit fine. The red marks were where the strap was and where the open bit is, towards the toes if that makes any sense?

OP posts:
emilykettle · 25/06/2011 21:24

Wow! That's quite a mistake. Wider AND a whole size bigger? Blimey.

And yeah, that does make sense. Your poor DD! I'd be very worried about blisters between her toes in the 4.5F ones as well; her feet are getting probably getting squished from the front and sides. The enclosed-style tend to be more flexible and can fit wider (although I'm not overly familiar with Clarks shoes, this tends to be the case). If she has a high instep (which G fittings normally suggest), in the future I'd look out for T-bar designs, as they come up wider :)

YADNBU. I'd kick up a fuss!