To think this company are being a bit disappointing ?

[bertiesgal]

Sorry this is a bit of a dull one. I use a discount sports website regularly. I spend several hundreds of pounds a year as we have 4 kids. I use it for all trainers/ sportswear purchases.

DS’s (10) trainers which are 3 months old have fallen apart. The sole has detached from the base on both shoes. The shoes are otherwise in perfect condition
so it’s not from over use/
poor care.

I am currently awaiting a big order of school and sports shoes from said company.

I sent them photos of the trainers and they’re refusing to refund or replace them until I return the trainers. DS starts school on Wednesday (we’re in Scotland) and will be without PE trainers. I’ve asked that they send a replacement in the meantime so that DS has shoes and as soon as they arrive I’ll send the return.

They have refused and every response is really generic/ impersonal and concrete. We have been using them and spending loads with them for years and I’m just a bit put out that they are treating me like someone who is trying to scam them when I just want DS to have a pair of working trainers and forget about it.

I’ve now said I’ll never use them again which elicited another generic response and I’m gutted.

Apologies, dullest thread ever but AIBU to think that as I am a loyal and until now non troublesome customer their response is shooting themselves in the foot?

Sorry, but it's totally normal to have to send back the faulty pair before you receive a replacement. They're not doing anything wrong.

Can't you just send the original pair back, order a new pair and await the refund which will effectively pay for the new pair? I've never known a company not expect an item back before refunding.

Ach I’m clearly being unreasonable. I guess it’s just that we’ve used them for so many years and they’ve been so impersonal in their response and I just hoped for better. I feel a bit bad for saying I’ll never use them again. Especially as I have an account number and probably will. I’m an unreasonable idiot. Thank you for your honesty mumsnetters.

They aren’t treating you as if you are going to scam them, they are treating you exactly the same as every other customer. It is far easier operationally for them to receive your pair, scan them in and then do everything in the system that is required/requested by the customer. It saves two members of staff dealing with the same issue days apart and prevents costly mistakes.

If the soles are hanging off it’s not like he can do PE in them anyway, just send them back, he will just have to do it in shoes until a replacement arrives.

I obviously type slow, you had already posted 😂

If they send you a replacement before getting the return you have basically had free trainers.
Thats not how returns or exchanges work

Like a lot of consumers, you're overestimating how much your loyalty and annual spend means to them. It's a buiness transcation so they're responding professionally, not having a chat with a valued mate.

They don't actually value you no, just a drop in the ocean.

Could you buy another pair and send the pair back?

I feel a bit bad for saying I’ll never use them again. Especially as I have an account number and probably will.

If it makes you feel any better OP, I work in retail (supermarket) and hear I am never shopping here again at least once every single day. And in almost every single case they come in next day/week to do their shopping

You are simply an account number to them OP, regardless of your supposed big spends with them! How can you child wear trainers with both soles off them??? When you did the latest order, why didn't you buy your child another pair? You then send the faulty pair back for a refund.

I don't know any store which gives a refund without seeing the faulty item first! Is it sports direct?

If the soles are detached how will you send him to school in them anyways? Send them back 🙄

Alright alright. I’ve essentially trolled myself. The shoes are wearable at a push but yes they need replaced before Wednesday. I quite rightly feel like an entitled numpty and I offer a full
mea culpa. I blame DH who was half listening to my rants and offered supportive noises. I thought I was in the right but after a period of reflection (aka a mumsnet unanimous take) I fully retract my initial post. Wondering if it’s possible
to change my user number with the company so that they don’t spit on my next order 😬.