Consumer rights- faulty goods

[Coffey]

Hey everyone,

just wondering if anyone with any experience in consumer rights can give me some help.

i bought a pair of shoes online and within 27 days the shoes had a hole in the heel and the insole part has came away. I contacted the customer service department via email on day 27, they replied on day 28 saying the goods need to be sent back to the supplier for inspection and to send them back.

At this point I wanted a refund as I needed to buy new shoes and didn't want another pair of these.

So I replied asking for a refund so and they said that purchases over 30 days need to be sent back to the supplier, at this point this was day 29. Another email back stating this was day 29 and I want to return to store and they replied on day 30 saying ok that is fine but must be done today. They replied late afternoon and I was in work without the shoes.

so anyway, getting to the point. Does the fact I raised the issue before the 30 days mean anything? And the fact they provided incorrect information mean anything?

Also, should they cover the return postage cost as the good is faulty? I read online that they should but they won't budge on that. Would really like a refund as already bought new shoes as the inspection process takes 28 days..

sorry for the long post and any info would be appreciated!!

cheers

 

[bobmac]

How did you pay for the shoes, credit card, debit card, paypal?

 

[Coffey]

How did you pay for the shoes, credit card, debit card, paypal?

Paid with credit card

 

[Blue in Munich]

http://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

 

[sawtooth]

If you use twitter write a post like this below and you will get a much better response trust me.

I just had a dispute resolved with a white goods manufacturer after they told me to do one after my machine broke down. I now have a fully repaired machine at no cost to me, and rightly so and thanks to social media.

Don't be overly nasty , but be honest and factual and it can help to make a small joke out of it. Remember to sign off at the end with the company's @name.

"I can't believe shoesforu like my 1 month old shoes they have no "sole" 😔. Told me to go speak to the supplier, great customer service! 😮 @shoesforu

 

[Coffey]

http://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product

So reading this, I get that the good should not have to be sent off the to the supplier, the retailer has the right to provide me a replacement. So i shouldn't be waiting 1 month for this process to be completed.

 

[Coffey]

If you use twitter write a post like this below and you will get a much better response trust me.

I just had a dispute resolved with a white goods manufacturer after they told me to do one after my machine broke down. I now have a fully repaired machine at no cost to me, and rightly so and thanks to social media.

Don't be overly nasty , but be honest and factual and it can help to make a small joke out of it. Remember to sign off at the end with the company's @name.

"I can't believe shoesforu like my 1 month old shoes they have no "sole" . Told me to go speak to the supplier, great customer service!  @shoesforu

I think this will be my last port of call. I replied to them and they just copied the first email into the last email and sent the same thing. Seems they are trying their best to avoid replacing the item.

 

[Old Skier]

I think this will be my last port of call. I replied to them and they just copied the first email into the last email and sent the same thing. Seems they are trying their best to avoid replacing the item.

Check out the returns policy. Be polite, tell them the shoes are not fit for purpose and want a full refund, return the shoes, keep copies of all correspondence, if no further action go to local trading standards.