Interested In Your Opinions on a Faulty Goods Issue

[GB72]

I posted a while back about problems with the Boa Lacing System on my Footjoys. Since then then have been back to the retailer and then back to FJ.

Today FJ have got back to the retailer and cannot repair them so have told the retailer to refund me. That sounds fair enough except that I got them half price and so I would have £49 back but would be down a £100 pair of shoes.

The retailer has been very good and is going back to FJ to ask that the shoes be replaced with this year's model of Contours as they agree that I bought a pair so should end up with the same or a similar pair of shoes so I am waiting to hear how that goes. To my mind, the shoes are under warranty and so I am entitled to a repair or a replacement pair (the warranty is for the product and not on the amount paid).

What is the opinion of the forum, am I being unreasonable in not taking the refund or do you feel that I bought a pair of £100 golf shoes and so should end up with a pair of equal quality.

 

[swanny32]

I posted a while back about problems with the Boa Lacing System on my Footjoys. Since then then have been back to the retailer and then back to FJ.

Today FJ have got back to the retailer and cannot repair them so have told the retailer to refund me. That sounds fair enough except that I got them half price and so I would have £49 back but would be down a £100 pair of shoes.

The retailer has been very good and is going back to FJ to ask that the shoes be replaced with this year's model of Contours as they agree that I bought a pair so should end up with the same or a similar pair of shoes so I am waiting to hear how that goes. To my mind, the shoes are under warranty and so I am entitled to a repair or a replacement pair (the warranty is for the product and not on the amount paid).

What is the opinion of the forum, am I being unreasonable in not taking the refund or do you feel that I bought a pair of £100 golf shoes and so should end up with a pair of equal quality.

I'm with you on this one, not your fault they were on a half price deal when you bought them. They retail at £100 therefore it's only fair you get an equivalent in exchange.

 

[BTatHome]

I believe they are within their rights to refund you the price you paid.

 

[swanny32]

I believe they are within their rights to refund you the price you paid.

Yes they are but surely there should be some kind of good will gesture here. I know they aren't obliged to do that but both companies could lose custom over this.

 

[chrisd]

A company of their stature should and I am sure, will, do the right thing and offer a replacement pair

 

[moogie]

I would have thought 'normal' procedure was that the Retailer / Account holder would recieve a Credit from manufacturer......
Then retailer would have the choice to make.....refund / replacement
????

 

[garyinderry]

im in the "you only paid £50 quid, so thats all you should get back" camp. sorry!

 

[BTatHome]

Yes they are but surely there should be some kind of good will gesture here. I know they aren't obliged to do that but both companies could lose custom over this.

But that wasn't what was asked. Good will gestures are great, but you cant argue with the fact they don't have to do it.

 

[swanny32]

But that wasn't what was asked. Good will gestures are great, but you cant argue with the fact they don't have to do it.

Nope this is true and if they say it's refund only then there is nothing that can be done. I'd like to think the companies involved will be a little generous though given the circumstances and the fact that their was a problem that can't be solved.

 

[GB72]

Probably have to agree that they have the right to insist on a refund but I thought it was an interesting situation as it is not often that you have faulty goods and the refund is not the best outcome for you.

A point that was made above got me thinking though. It is probably the case that FJ will re-credit the store. Now, FJ will have no control on the retail price and so the retailer would probably be re-credited the same amount whether they sold them at £49 or £100 and so the retailer may be better off after the refund.

 

[Deke]

I think it is only fair that you get another set of the same shoes.If Footjoy don't have them in stock they should give you a more recent version.I can't see how anyone would say otherwise! If a company cannot repair a faulty item they should get you a replacement,as long as you are under warranty!

 

[HomerJSimpson]

I would hope FJ do the decent thing but they aren't obliged to and it might be refund only. Interested to see how it pans out

 

[Hobbit]

But in all honesty would you have bought them at full price?

I'm in the £50 camp. That's what you paid, so why should you get double back?...

 

[Golfmmad]

My two penneth,

They should replace like for like, after all, you're not interested in the money, you want the golf shoes - don't you?

 

[GB72]

But in all honesty would you have bought them at full price?

I'm in the £50 camp. That's what you paid, so why should you get double back?...

Not sure about whether I would buy at full price. At the time, probably not but now I have tried and experienced the comfort of a more expensive pair I probably would now. I am not looking for more in monetary terms, just want the shoes that bought.

 

[DaveM]

The truth is. Its nothing to do with FJ. Under the sale of goods act. Your contract is with the shop you bought them from and not FJ. You bought them from the shop, not FJ. So. You take them back to the shop. The shop has to refund/exchange, them. Then the shop takes it up with FJ where they bought them from.

 

[Deleted member 1740]

The truth is. Its nothing to do with FJ. Under the sale of goods act. Your contract is with the shop you bought them from and not FJ. You bought them from the shop, not FJ. So. You take them back to the shop. The shop has to refund/exchange, them. Then the shop takes it up with FJ where they bought them from.

Correct.

Though I agree its like for like or new for old like golf insurance is.

 

[brendy]

regardless of the bargain you got, a refund of what you paid is a refund in full. Would you have bought them if they were 100? I wouldnt have so wouldnt expect 50 quid extra for no reason.

 

[Deleted member 1740]

regardless of the bargain you got, a refund of what you paid is a refund in full. Would you have bought them if they were 100? I wouldnt have so wouldnt expect 50 quid extra for no reason.

Those shoes are guaranteed for 12months regardless of how much he paid for them, so if they've developed a fault which they have then he should be offered a replacement like for like or a refund for what's on his receipt.

 

[palindromicbob]

Correct.

Though I agree its like for like or new for old like golf insurance is.

You pay for golf insurance. This is warranty covered under Statutory rights. In fact if they are more than 6 months old the retailer would have the right to ask you to prove that the fault is down to the goods. Less than 6 months the burden of proof would lie with the retailer.

Look like the retailer is actually being a little sneaky here as well. They are shifting the responsibility for replacement onto Footjoy and making themselves look like they are looking out for you. They aren't they are just shifting blame. If they really think that you should have the pair you wanted they should hand them to you now.

I'd say full refund is a more than acceptable outcome and shows good customer service. To expect any other outcome is to have your cake and eat it.

I was tempted by Boa system but my first though was "what if it broke". At least a lace can be replaced. Take the £50 refund and put it towards a new pair of comfy shoes with normal lacing system. Job done and you've had a nice pair of shoes on your feet for however long you had them for free.