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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Returning a Faulty Pair of Shoes

33 replies

Scremersford · 07/11/2015 14:34

I'm actually thinking about doing a Small Claim on this, because it has annoyed me so much.

I bought a pair of shoes from a well known high street store online. The third time I wore them, the strap at the side snapped and since I was at work, I had to go into a shop and buy a cheap pair to last me til the end of the day.

I also went into the branch of the shop I bought them from with the shoes and pointed out they were faulty and asked for a replacement. They were all sold out in my size and the manageress refused to give me anything other than a credit note for half the price, since they were now reduced to that, because I didn't have the receipt, saying that I couldn't prove that I hadn't paid half price for the shoes.

The shoes still had the label on the sole with the full price on them, and going through my bank statements, I can see the transaction quite clearly. The manageress however said that I'd never be able to prove that I paid full price for them and all I would get is half the price. I have a near identical pair of shoes that have lasted me for months so its clear the other shoes were faulty.

Thoughts? I know its only a pair of shoes, but the manageress was so arsy and was basically accusing me of trying to pull a fast one for the sake of £25. I didn't take the credit note and still have the shoes.

OP posts:

LIZS · 07/11/2015 14:38

You need to quote Sale of Goods Act and show the statement with the transaction for the full amount on the statement. If the label is still intact it should be clear that they haven't been well worn. Trading Standards can probably assist you with the wording and go to head office customer services if the manager is difficult.

Original poster

Scremersford · 07/11/2015 14:41

Oh, I did quote the Sale of Goods Act, with correct sections, and also pointed out that the rules relating to satisfactory quality make no reference to a receipt being the only proof of purchase. I'm pretty shocked that a high street store is training its managerial staff to bypass the Sale of Goods Act in such a dishonest way so as to give only half price refunds for faulty goods. Yes, I'm sure they do get people trying it on but it should have been obvious to someone working in a public facing role that I was not.

Label is totally in tact and looks brand new!

OP posts:

Shakirasma · 07/11/2015 14:43

If you bought them online then the transaction will be more easily traceable. Get in touch with the online sales side, this should be easily sorted out with them.

goodnightdarthvader1 · 07/11/2015 14:44

Are they a chain? Can you contact head office?

LIZS · 07/11/2015 14:45

Alternatively if you bought them online there should a returns note , or you can request one, on which you can mark the goods as faulty.

cranberryx · 07/11/2015 14:45

If you bought them online, wouldn't you have an email confirmation that you could print out as your receipt?

itsmeohlord · 07/11/2015 14:46

Write a letter to the chief executive of the company pointing out what you said to the shop manageress

TheHiphopopotamus · 07/11/2015 14:48

How long have you had them?

The sale of goods act changed recently and within 30 days of purchase you no longer have to accept a repair or replacement, you can have a refund. A bank statement is proof of purchase.

Contact head office or a customer telephone line, they usually sort these things out straight away.

Original poster

Scremersford · 07/11/2015 14:49

Tbh its less faff to do a Small Claim online and claim costs off them, plus give them the hassle of defending it, than tracking down various addresses and firing off letters which will potentially be ignored.

Sale of Goods Act gives you the right to return faulty items to anyone in the chain of supply. I can't really think why returning them to a branch wouldn't be acceptable.

I've got loads of proof that I paid the full price for them. As well as the label for the full price still being on them and not covered by a half price sticker, or scored over or whatever.

Why are consumers having to deal with this nonsense in 2015?

OP posts:

Bluecheese22 · 07/11/2015 14:56

If they barely look worn and went in the sale I think the automatic assumption would be that they were fairly new so therefore bought recently at a reduced price. It's also beneficial to keep receipts for a minimum of 6 months. If your statement is itemised then take that in. Failing that if it's a large chain of shops if you know the date, average time and department you bought them they should be able to find the transaction details for you.

Shakirasma · 07/11/2015 14:57

Or you could ping a quick email to the website you bought them off and get it resolved almost straight away.

Varya · 07/11/2015 15:02

Not fit for purpose in that case.

fascicle · 07/11/2015 15:08

Did you buy them within the last 30 days? If so, you are entitled to a refund for faulty goods (Consumer Rights Act 2015). If you bought them online, I would think it easier to e-mail customer services and sort out a return/refund, including arrangements for them covering delivery costs.

Using Small Claims is unlikely to be worth the hassle/time/costs.

TheFairyCaravan · 07/11/2015 15:10

I've got loads of proof that I paid the full price for them. As well as the label for the full price still being on them and not covered by a half price sticker, or scored over or whatever.

TBF if you bought them online they wouldn't necessarily have put a half price sticker, scored over the price, etc.

Why not go into your order history for the account, print off the order and take it in?

People are having to deal with this in 2015 because too many people try to pull a fast one by saying they paid full price when they didn't.

BusShelter · 07/11/2015 15:15

If you bought them online surely you have an order number or an email confirmation or something?

Crankycunt · 07/11/2015 15:19

You bought them online, in store they will have no record of this. If you go into the store with your bank statement and delivery note, they will refund them there and then.

Retailers can ask for proof of purchase when dealing with faulty refunds, and as you have found out this is why, the shoes are now on sale, it matters not one jot what the stickers on the bottom of the shoes say.

Original poster

Scremersford · 07/11/2015 17:48

Cranky You bought them online, in store they will have no record of this. If you go into the store with your bank statement and delivery note, they will refund them there and then.

I'm hacked off, because the manageress claimed that they still wouldn't refund more than half the price if I produced this, because only the receipt was proof of purchase.

Obviously I didn't believe her. Obviously she is wrong.

I bought them online from the store itself. I think any court will be satisfied with the label plus a copy of my online transaction.

I certainly won't be buying shoes from them again. Crappy faulty shoes and being treated like some mastermind fraudster.

OP posts:

wibblies · 07/11/2015 17:55

Get in touch with local trading standards office and they will advise you on the best course. If they have a consumer advice phone number or email this will get you to the right team.

Don't let it go. Goods were not fit for purpose and you are entitled to a full refund.

BackforGood · 07/11/2015 18:03

So - you didn't have a proof of what you'd paid when you went in ?
In which case, she's got a point.
Just take the proof in to the shop - or do the return online if you prefer.
Don't clog the courts up with pointless claims.

PeekABooPinky101 · 07/11/2015 18:22

I had an issue with a pair of boots, Which were brought for me, online via a website not direct from the makers. After I few wears one of the heels cracked and I was really annoyed and disappointed - I took photos of both boots and showed they were in good condition etc except the one issue.

I sent an email to the makers customer service - explaining everything. I didn't really expect anything. But felt they should know.
They replied within a few hours, apologising and offered a replacement pair right away. No quibbles, literally 'we can't apologise enough, what size are you and where shall we send the new pair?'

I couldn't believe it. It may well be worth emailing the customer services, include photos and the info of having being into the shop etc. Has to be worth a try.

Original poster

Scremersford · 07/11/2015 18:29

BackForGood So - you didn't have a proof of what you'd paid when you went in ?

Well, I didn't have a receipt with me, funnily enough when I leave the house I don't carry around a bunch of receipts for everything I'm wearing that day. I offered to go to a nearby bank and get a bank statement showing purchase, but the manageress was insistent that whatever I did, I still wouldn't get more than half price back.

In which case, she's got a point.

Not really. The onus of proof is on me to show that the goods are faulty. The standard of proof is the balance of probabilities. Not beyond reasonable doubt. You can make a very good argument for the fact that the shoes having the full price label on and being in my possession was sufficient proof - the Sale of Goods Act certainly doesn't make it a requirement to produce a receipt. Plus I asked for replacement shoes - I wasn't even aware they were reduced to half price.

Just take the proof in to the shop - or do the return online if you prefer.
Don't clog the courts up with pointless claims.

I don't think I'll be going back to that particular shop ever and I'm not sending my evidence away. However if the store's policy is indeed as their manageress states, not to refund full price without a receipt, then its their hard luck if they get a Small Claim issued against them.

OP posts:

SmokingGun · 07/11/2015 18:36

You seem to be very angry about a pair of shoes. If you bought online and have proof of purchase then why don't you just send them back? It seems a very minor thing to go to court over when you haven't even tried to do that?

BackforGood · 07/11/2015 18:37

Not sure why you asked then - your mind is made up anyway

Bluecheese22 · 08/11/2015 15:39

If you have proof of purchase just take it in! The manager was probably sticking to company policy & what she's told by her bosses. From your replies I highly suspect you spoke to the staff like they were something you've trod in and customers like that certainly don't get or deserve the help that nice polite customers do.

GirlOverboard · 08/11/2015 16:15

When you buy sale items online they usually have the full price stickers on them. So that doesn't prove anything. In your position I would have gone home first, found the receipt or the order confirmation and THEN gone to the shop for a refund. Why make it harder for yourself by trying to get a refund without a receipt, when you have the receipt at home?

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