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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Returning some shoes...

30 replies

Feminine · 16/01/2015 10:39

I am wondering if (l am being unreasonable) to think that a small independent shoe shop could refund/exchange some school shoes without a receipt?

They were ordered in especially in September.

I probably should have kept my receipt, but l honestly didn't think my daughter's school shoes (startrite) £45 pounds would be in the state they are.

Most of the patent leather has peeled away, more alarmingly the sole has now come away.

They aren't safe to wear now.

My daughter is six, and plays normally in them.... We only have a three minute walk to school.

Anyway.... The manager wants proof. That l understand.

I don't understand why they can't use their 'special order book' to locate the transaction.

They had to be ordered especially, as Daughter has thin feet.

We have only had them since September!
I shop there regularly for my younger two children.

OP posts:
nhsworker15 · 16/01/2015 10:41

You've had almost 5 months from them, pretty good going for school shoes IMO. Haven't her feet grown since September?

Original poster
Feminine · 16/01/2015 10:48

No, not grown. Still using the Inner sole the shop provided to make them a better fit...
I normally get a year from school shoes, particularly expensive start rite, that measure to last. :)

OP posts:
Original poster
Feminine · 16/01/2015 10:49

school year... At least till may/June.

OP posts:
LIZS · 16/01/2015 10:54

I think that a term or more is fairly good going. Dd has always had startrite , no problems until she started having the thinner soled type which do wear quicker at the toe. Patent never lasts well and young children do tend to wear them heavily unless they change footwear for playtime.

Crinkle77 · 16/01/2015 10:56

I would expect a good quality pair of school shoes to last more than 5 months and £45 isn't exactly cheap. My mum always used to get us Startrite shoes and they always lasted all year. They obviously aren't as good quality as when I went to school. You are right, in the interests of customer service they could look back through their records but they don't have to. If they won't back down I wouldn't go there again.

Original poster
Feminine · 16/01/2015 11:02

Thank you all (so far)
Yes, 45 is a small fortune for shoes!
I would expect more use really.
The manager knows l shop there regularly.
Unfortunately there aren't many shops like this in my area (rural)

OP posts:
Debinaround · 16/01/2015 11:21

Did you pay by credit or debit card? Would the manager not accept a bank statement that shows that you spent £45 in their store in September?
Its not as good as a receipt but it backs up what you have told them.

AnythingNotEverything · 16/01/2015 11:24

If they're faulty you don't need a receipt. Does the manager want proof of purchase ie to prove you haven't had them for years? If so, your bank/credit card statements are sufficient.

Although if it was a special order, and it's a small shop, I would've thought they'd either remember or be able to find the order in their own records.

Sounds like the manager is messing you about. Know your rights!

EvansOvalPiesYumYum · 16/01/2015 11:28

whatconsumer.co.uk/returning-damaged-or-faulty-goods/#.VLj1WUFybIU

Some very useful info here. You can provide a bank or credit card statement as proof of purchase. It does not have to be a till receipt, as many retailers would have you believe.

plentyofgrowingroom · 16/01/2015 11:35

The manager just needs to check the order book surely. I work in an independent shoe shop and Start rite are really good at taking back faulty stock so it should be a simple matter of swapping for a new pair.

tinkytot · 16/01/2015 11:41

I think it is unrealistic to expect them to exchange/refund after that length of time. We routinely spend that much on our kids shoes (both with thin feet!). Ironically I spent just under £100 last night on school shoes for my two children having spent the same amount in September.

EvansOvalPiesYumYum · 16/01/2015 11:49

It is not unrealistic at all. Not all children's feet grow at huge rates, and shoes made for the purpose of seeing the child through school until they are outgrown should do just that.

EvansOvalPiesYumYum · 16/01/2015 11:51

Start-Rite (and Clarks) have sold many school shoes on the premise that they are robust. In that case, they should be. Items sold as "fit for purpose" should be just that.

Original poster
Feminine · 16/01/2015 12:01

Thank you all for the latest replies.
I shred my bank statements, when they are read. I don't have a possibility of visiting my bank branch as we are so rural, and share a car (that my husband has) that is good advice though.
Tomorrow l am going to that town (where shop is) for the children's eye appointments.
I will try to get it resolved minus any back up from my side.
If not, l will go to the branch on a separate occasion.... Then RETURN!
I don't have a printer, I can see that would have been useful in this situation. :)

OP posts:
EvansOvalPiesYumYum · 16/01/2015 12:02

Also, to the poster above who suggested that they have had five months' wear is not correct. From September to January is four months, and bearing in mind we've just had two weeks of Christmas holidays, that brings it down to three and a half months. Aside from playtime and lunchtimes, children spend most of their time in the classroom, a great deal of it at age 6 sitting on the carpet or at a desk. Nothing hard-wearing in respect of the shoe.

Original poster
Feminine · 16/01/2015 12:02

I really don't think it is that difficult to go back to September's pages and check...

OP posts:
EvansOvalPiesYumYum · 16/01/2015 12:03

Feminine - you can call your bank and ask them to send you a replacement statement through the post. (There will be a small charge) but surely it would be worth it.

Original poster
Feminine · 16/01/2015 12:05

My daughter isn't 'hard' on her shoes normally.
I am particularly surprised as they are start rite, l bought them to last.
otherwise l would have gone to next, and put up with another pair of broken shoes

OP posts:
Original poster
Feminine · 16/01/2015 12:06

I called the bank. They want five Pounds! Mind you, l would spend that in petrol.

OP posts:
plentyofgrowingroom · 16/01/2015 12:12

Just say that the proof is in their order book and ask them to check it. Did they agree the shoe was faulty when you went in and just require proof you bought it there?

Flatsfromnowon · 16/01/2015 12:14

If the shop is being difficult I would go direct to Startrite and ask for a replacement.

Although the bank statement and the shop should be enough :)

Original poster
Feminine · 16/01/2015 12:21

I phoned them to see what could be done (this morning)
I didn't want to just breeze in unarmed.
The lady l spoke to told me: "l am not the manager, but she will expect a receipt... We have lots of books and can't go through them all" Confused

OP posts:
plentyofgrowingroom · 16/01/2015 12:25

I'd call again and check when the manager will be there and speak to her - you are asking them to check the day they were ordered, there's no need for them to trawl through all their books!

Original poster
Feminine · 16/01/2015 12:27

Good ldea. Thanks.
If she isn't there today, l will see her in person.
She'll get a chance to check the shoes.

OP posts:
EvansOvalPiesYumYum · 16/01/2015 12:29

I agree, they're giving you the brush-off. If they keep accurate records, then it will not be difficult to find your special order. Otherwise, go directly to Start-Rite, provide them with the name of the shop and the date you ordered the shoes, and they will probably be able to provide you with the information you need.