Mods: I wasn't sure where to post this, so please feel free to move as needed.
Mostly I'm just irritated right now, but some advice would also be appreciated.
I bought some footwear from a national chain. Tried a pair on in store, but ultimately purchased them from their website so I could order a size up. Shoes were physically received on 04th July.
Long story short, one of the shoes broke yesterday when I was putting them on (42 days from point of purchase). They were worn maybe a maximum of 3 times per week in the meantime, to work, in an office.
Question 1: Does this seem like excessive wear and tear? Or more like a potentially faulty product?
As far as I understand it, my statutory rights as a consumer are as follows:
1. Can request a refund in full within 30 days.
2. Can request a replacement, repair, or refund (in part or full) if over 30 days but under 6 months.
3. Still have consumer rights for a period of up to 6 years, but the burden of proof is on me (as the consumer) to prove anything if over 6 months.
All of the above would apply assuming the product is either unfit for purpose, not as described, or has not lasted a "reasonable" amount of time (or any combination thereof).
I understand on point 2 above that I cannot request a replacement if a repair had instead been offered (and vice versa).
Question 2: Is 42 days a reasonable amount of time for footwear? This is obviously subject to interpretation.
Fast forward to today - have contacted the company's customer service Facebook messenger thing - even sent them pictures - and I am being refused a replacement unless I take the shoes in (or return by post) for "inspection of manufacturing faults." To my knowledge, my contract is with the retailer, not with the manufacturer, and it is therefore the retailer's responsibility to set things right.
Question 3: Do they have the right to refuse a remedy on this basis?
Question 4: If not, do I have to comply? (For the record, there is nothing in their company returns policy about having to return faulty goods for inspection.)
The customer service has been less than impressive and has basically culminated in them point blank refusing me anything unless I return the shoes. Partially my fault, I'm sure, as I am rather annoyed about this whole situation.
I am not sure what to do from here until I can ring the trading standards and/or CAB for advice - and, admittedly, I am trying to decide if I value my time or my principles more. You all are a bunch of geniuses so I thought I'd see what you make of the whole situation.
Sent from my SM-G955F using Tapatalk