AIBU to expect a full refund

[LemurintheSun]

I've bought the same shoes from Clarks three times. The fit & style are great, but I had noticed that the leather wasn't the best quality - they seemed to have quite a thin skin which would scuff quite easily, and no longer polish up nicely. This time, they lasted about 10 minutes of wear before I noticed some brown "speckles". I brushed at them with my hand & the surface at the toe just came away. I had not grazed them against anything, and my hands are quite normal - not sandpapery at all. The shoes were, in my view, clearly faulty, so I took them back to our local store today. But they would only refund 75% "because they had been worn". I left (after a stand up row - the Manager was under no illusion that I was content with that refund), and then thought I'd ring customer care. "We might have given you a full refund, but we can't because you've accepted 75%" was the jist of their response. So £12.50 for 10 minutes of wear in good condition, plus a few hours out thereafter. No care from this huge company that they have lost - and infuriated - a previously loyal customer. AIBU to expect better of this reputable company?

I would not have accepted 75%. They were not fit for purpose.

Not acceptable, contact head office.

You are legally entitled to a full refund if something is faulty. I would take it up with head office in writing. Google statutory rights or go on one of those consumer advice websites first for advice on how to best word it. Good luck!

The Store Staff got it wrong and your entitled to a full refund because they were not fit for purpose and didn't last a reasonable amount of time.

Take it to Head Office, as said by pp and say that you want an explanation why a partial refund was given, as it goes against your Statutory rights.

i wont shop at clarks, they sold my mum 2 left shoes, when she went to take them back, they made out that she'd stolen them, my bil went up as she was really upset about it and sorted it out. the woman that sold them to her denied all knowledge, until we asked to watch the cctv from that morning showing my mum buying the shoes, she even produced the receipt but they didnt believe her for some reason.

Twitter. It works every time. Without fail.

Have you still got the shoes or did they take them back?

I'd take it further but if they shoes are wearable and might last a few months and I'd probably think £12.50 was a good deal but if they've taken them back obviously they should refund the full amount.

Saying the can't give you the rest back now is nonsense, do they expect you to believe that?

Gosh, thanks peeps. It isn't just me then! I'll try your advice.

Just to add my support here. I won't buy them any more as the quality has gone downhill.

That's disgusting anyold.
I had a terrible experience at timberland recently trying to get a refund for some boots that were an xmas gift. I had the gift receipt and they wouldn't give me a refund saying "for all we know you could've found/stolen them"?!! Wtf?!! (By the way I'm a very nicely put together, presentable person!) - said they needed the original, full receipt. I said "what's the point of giving out gift receipts then?"
I then had to phone the relative who bought me the boots and ask them to send me a photo of the original receipt (they live far away and I had travelled 40 mins to take them back to the shop). The photo of the original receipt still wasn't enough. I basically had to have a stand up row with 3 burly male members of staff and I refused to leave the shop (I had previously been very nice and polite). One disappeared to "speak to the store manager" and then came out and said I could have a refund "as a one off"!!
Talking about it now makes me livid all over again. There's just no excuse for bad customer service like this.

Agree you need to tweet them. Terrible service and you should have been given a refund.

Did give the shoes back. Probably should have refused the "refund".

No way should they have taken the shoes and only given you part of the money back, that's not on at all. Do you have any paperwork or original receipt, either the shoes were fit for purpose or they weren't - they aren't hiring them out.

Just out of curiosity, why would you buy the same shoes three times if you didn’t think the quality was great and they don’t last as long as you’d like?

I would tweet them and ask why they are not honouring your statutory rights.

See: blog.moneysavingexpert.com/2013/10/22/how-long-do-you-have-to-take-faulty-goods-back/

It's horrible, isn't it? Like most people, I hate making a fuss in public. My sympathies, anyoldname & Scaredofthe gym. We shouldn't have to do it.

They are very comfortable, and suit me well style-wise, WhatToDo. Also, the shop is local. I'll have to go much further to find shoes elsewhere. So I was willing to overlook the longevity issue, but 10 minutes!!!! Never again. I'm done.

Fair enough. Have you tried anywhere online?

Their online customer service is terrible. Same stock response copied and pasted. They accidentally sent me x2 pairs of shoes instead of one. Being an honest kinda girl I let them know. Their only solution? I should drive into town and drop them off at their shop at my expense - fuel, parking ,etc. No offer to send a returns label, collect using a courier. They said unfortunately they didn’t offer a collection service. Which was unfortunate as I don’t offer a delivery service either.