Bought a pair of shoes for DS aged 14 to go back to school in, so he's been wearing them for 4 weeks and shoe is now coming away from the sole. Took them back to the shop today for a refund to be told that the cost of the shoes will be refunded, but not the 2 pairs of insoles which I was advised by their staff to buy to make the shoes fit properly when I bought them. This is on the grounds that the insoles were not faulty and they can't resell them as they've been used! Yes, I realise that, but I wouldn't have had to buy 2 pairs of insoles if I hadn't bought the shoes, which ARE faulty! After much debate and stubbornness on both sides, they agreed, as a gesture of goodwill, to refund 1 of the pairs of insoles (as one of the shoes needed 2 insoles and the other only 1) at which point I went home (2 minutes away) to return the spare insole as well. Result - full refund. I hate confrontation of any kind but they were quoting company policy at me and seemed unable to understand that, on their own advice at the time of purchase, the shoes were useless to me unless I also bought the insoles hence they went together.
Sorry, long post but I was so frustrated!