to think the Victoria Beckham shop should have been more helpful?

[MythicalChicken]

So I treated myself to a pair of VB glasses. They were over £300. I then paid to have the lenses changed to optical ones, which you are meant to do as they are optical glasses.

I bought them on a trip overseas from a boutique licensed to sell VB products.

However, on returning home, one of the arms just snapped in two. You can tell by looking at the arm that it hasn't been bent, it has just snapped for no apparent reason.

I called the Victoria Beckham shop in London to ask if they could replace the arm or repair it or something. They told me it was nothing to do with them, I had to contact the shop where I bought them. I did, but they couldn't help. I called VB again to be told that because of the Sale of Goods Act, it was nothing to do with them, even though the Sale of Goods Act does not apply in the country I bought them from. I asked if they could contact the manufacturer to get a new arm, to be told again, it was nothing to do with them.

I just want a new arm, I don't want my money back or anything like that. They were very expensive, I will never have the money to replace them. I just fell really let down.

AIBU? Should I just accept it and throw them out?

I have tried to have them repaired, I have taken them to various opticians and jewelers and none can fix them. I even thought of buying a soldering iron and doing it myself.

it is bad customer service, they should be showing customer goodwill, this means more than the £300 the glasses cost

OP, you've been treated with total disregard by Victoria Beckham's business. Why would you feel bad to be bringing that to public attention?

If they don't want bad publicity then they should offer good customer service.

I doubt VB is weeping into her millions you know!

apart from anything else, if they are getting their glasses made by a supplier who isnt very good they need to address that too this might be happening to a lot of their sunglasses

op when did you purchase them? How long have you actually had them for?

Also.... everyone quoting sales of goods act? Are you aware this no longer exists?

It was replaced s year ago with the Consumer Rights Act

I'm over-invested in this now .....

But VB Twitter feed advertising new eyewear collection recently ...... Perfect timing to ask about repairs.

I would tweet and name and shame the shop. If it's a big stature like Nordstrom then they shop to the uk so should be able to sort it out.

I would contact your credit card ASAP and explain the situation they should claim back the money and refund you so you can buy a new pair should you wish or a comparable pair from a different brand.

If the glasses were fake they would have told you they were fake from the serial number. Lots of companies use re sellers to expand the market that they reach. E.g. Vision express sell Tiffany frames as well as joules and other lower priced brands doesn't make the Tiffany ones fake!

Oh and what I was going to post is that I know someone who has had countless issues with a handbag brought at the London store. A zip broke and they were extremely unhelpful and said it was reasonable wear and tear! She got a refund from her credit card at considerably more than £300.

Not U at all! Write to the head office. Complain.

Contact the credit card company as the purchase was over £100.

Pretty poor service not to supply the part and to repair.

Twitter and twitter again these companies live by social media your glasses should not just snap and your complaint should not be ignored

And you should be covered on your cc

Op when you speak to customer services again say you want to claim under warranty as per their website and see if you get a different response.

Did you get the lenses replaced by the shop where you bought them? As if not you have modified the product and that may mean that they are not fixable or returnable.

If the shop has no dealings with the glasses makers, no contract with you... that's no bloody excuse.

If you go in with a broken pair of glasses they should be able to say 'oh I'm so sorry madam, unfortunately we can't facilitate a repair, but contact XXX or go into XXX Opticians just down the road .'

To basically turn round and say fuck off is indefensible for a luxury brand.

What about a bit of Jack Duckworth sellotape?

YY to contacting a local independent optician if you don't get anywhere with VB.

Mine can work miracles and they usually have contacts for spare parts etc.

Ha ha 3luckystars, I do sometimes when I can't be bothered to wear my lenses!

are you phoning them at 12?

Things sometimes break. Any company know this and should consider exchanging or refunding within a reasonable time period and reasonable wear and tear, and that goes for whether they sold the thing for £3, £300 or £3 million.

It's called goodwill.

Sometimes they hand money over even when they know the customer is being unreasonable with the unspoken suggestion for them to never darken the door again.

Any other suggestion is insulting to reputable retailers who sell at any price point and insulting to customers - if I bought a pair of sunglasses for £3 and they fell to bits in days you can bet I'd take them back. Why shouldn't I?

Proper retailers don't go into business to sell crap products unless they are fraudsters and people who think that you should never complain are foolish.

definitely plaster it all over Twitter constantly until VB gets sick of it and sends you a refund, I'm sure she can afford to!

The shop you bought from may well not stock the spare part you need, but as a licensed reseller (and the business you purchased from!) it really shouldn't be a problem for them to get in touch with the manufacturer on your behalf. As a stockist I am sure they'd get a much quicker response than 'just' a customer would...

It's not necessarily Victoria Beckham's personal failing that the customer service at the business that bears her name is lacking. Maybe she is a figurehead who doesn't make policy decisions and it's all decided by venture capitalists.

I guess that as someone with no formal dressmaking training who never attended a fashion college, she doesn't design the stuff or knows how to darn a sock either.

I would be annoyed as well, stick to Gucci or Prada next time they would of changed it in a heartbeat.

I agree with the twitter harassing that always seems to work with every company

They're hedging their bets that you will not bother and back down. The majority of companies no matter what they sell are like this. There's not a chance I'd be taking the softly softly approach at this point, I'd be naming and shaming everywhere. They've been given chances to sort out the fault and they haven't, people deserve the truth about poor customer service and brands need to realise that word does spread about how they treat their customers.