Should they ship the missing shoe?

[DutchCowgirl]

This isn’t my biggest dilemma in my life, but I just value your opinion on it as i’m not from the UK and maybe you have different standards about customerservice then I am used to :
A week ago we were in England for a short trip and we bought shoes for both my sons at a shoe-store (of a big sportsbrand, I leave out the name intentionally). By accident my son didn’t put one of the shoes back in the box after he fitted them. And nobody checked.. so we bought a box with 1 shoe in it. And we didn’t found out until we got home…

We rang the store, but they don’t want to ship the single shoe. We offered to pay the shipping costs, but they refused. They say we must go over to the nearest one of their stores, explain our story, and we’ll get a refund there. However the nearest store is 60km away in a big city, it’ll be a city trip all by itself with a lot of extra costs.

YABU: we should have inspected the shoebox ourselves, the shop manager isn’t responsible for this. Just throw the single shoe away and forget all about it.
YANBU : they should ship the missing shoe, contact their headquarters and make a fuss about it

Haha! I wonder if a staff member is a MNer

Guarantee someone has read this thread
and thought oh shit....we might end up in the daily fail

I think it's been a case of 'computer says no' as there will be no procedure for sending direct from store to customer. Fortunately someone with common sense has decided to take it upon themselves to mail it for you.

Great stuff, OP.

To ship the shoe, presumably an employee would have to package it up and go to a post office, then go to the hassle of claiming back the cost on expenses etc. I don't think you're unreasonable to ask but I don't think they're unreasonable to say no either.

Defo contact the head office. You never know, they might just send you a brand new pair.

They shipped it.

It's solved now, but having worked in clothing retail, that's not would have had to happen.

We used to get parcel collections daily due to online orders - all that would have happened is a staff member would have had to bag up the shoe and stick a label on it - then it would have been collected along with all the others going out that day.

Glad that it's resolved op. I used to work in retail and boxes were always checked at the till to ensure that the goods were inside but also because quite often people would swap them for more expensive stuff. The shop were completely responsible imo so glad they did the right thing.