RE: ***I need your help or advice PLEASE? Regarding a shops customer service...*** - HotUKDeals
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RE: ***I need your help or advice PLEASE? Regarding a shops customer service...***

cloudthecat Avatar
8y, 5m agoPosted 8 years, 5 months ago
POSTED BY: cloudthecat 1 week, 3 days ago

***UPDATE***

THANKS SO MUCH to all of you for your help and advice people, I sent a letter as advised to Recorded Delivery explaining my point that the shoes were clearly too big.....and not sold as described....

Guess what?

They have only just returned it to me and said they stand by their case.......!!***!!***

WHAT???

I am absolutly flabberghasted that they can be so ...... ???

Petty?

Nonchalant?

Contemptuous?

It beggars belief......

In the name of Customer Service WHAT on EARTH do Baron Jon feel that they are going to gain by this utterly ridiculous example of how NOT to treat a Customer...

Oh I don't know... I wont get bitchy about it -

THANKS SO MUCH for all your help and advice so far UKHOTDEALS memebers,,,,

So it looks like it is the next step then?

Sorry for reposting the issue, but I didn't know how to reinvent it with everybodys help...

I

Hello all,

Could you give me your thoughts / opinion please? (I apologise if I have placed this in the wrong section by the way...)

Basically - it isn't neccessarily about my consumer rights' - as in this case, I don't believe I have too many, but it is more of an issue of Customer Service, or integrity, or whatever you wish to call it.... Well, I think anyway...

The story goes something like this - ~I will call the shop Suits Are Us just for the sake of it, so that I protect the real underlying retailer....

I have been shopping in this shop for .... Well, all in all over 20 years now believe it or not - in that time, I have grown up and seen many different styles and fads and fashion come in and go out and so on....

I have in my younger years purchased HUNDREDS if not thousands of punds worth of suits, shirts, jackets, trousers, shoes and all sorts from the shop...

And believe it or not - within reason the SAME person that has been the Store Manager has been there virually all that time, so obviously he knows me on first name terms....

As I do him.....

I must admit - lately as the shop is now targeting a younger audience (Or I have grown up) I can't always go in there and spend my hard earnt pennies, but nevertheless, occassionally they do have things which are still appropriate for both going out and work...

Recently I pooped into the shop and asked my (kind of) buddy "What have you got that will fit me in suits and clothes today Steve?!" (Before you lot get any thoughts of SuperSize me - I am a modest 32 /30!!)

So Steve duely obliges and gets me two suits and a shirt and tiew, and a couple of other bits...

Great I said, I will take the suits, and the shirt and tie, and oh, I like that tiop as well please....

Actually, I then spotted a pair of shoes/boots that were EXACTLY the same make as the ones I was wearing... That was handy, as I had worn mine to death...

So I asked if he had those too in my size.... "Yes I do" He said, and popped them on the countertoo....

Now here comes the stupid bit - as they were EXACTLY the same size and make as the ones I had on I didn't try them on in the shop....

So I paid for my suits and what not, and took them home - OK they were too big round the waist, but I got a tailor to take them in, and reduce the trouser length....

I tried on my lovely shoes and - guess what? Yep, to my horror they were WAY too big! Not just a little too big, but LOTS too big, even though they were the same size as the ones I love and was wearing before....

So, I pooped up to my local shoe shop and tried a pair of insoles in them - NOPEstill too big...

So, regrettably I was going to have to take them back. Don't get me wrong, these wern't just a tiny bit big, these were nearly an inch too big, so much so that you could almost flip them off....

I haven't worn the shoes anywhere yet befor you say something they still have their tags on and the price, but were just no good.

So, back I went.

Unfortunately, the NEW over enthusiastic trainee Manager asked me if I could read? I said "Yes - why?"

Well, it quite CLEARLY states there on the till point that we will NOT give refunds, we will ONLY give a Credit Note or an exchage..

I said to him, but Sir, you don't understand, I have been shopping here for over 20 years, and know the Manager and have neverhad this problem before.

"Well, if you have been shopping here for that long - then you will know our refund policy wont you!" NO REFUNDS! OK!??

He then proceeded to argue the toss with me in front of other customers waiting to be served in the shop annoying them still further - I had no choice but to reluctantly accept a credit note - as the shoes were clearly no good to me.

The only thing is, neither is a credit note to an extent, as we have just mentioned above, the shop now caters for a much younger audience than I....

So, I thought, well lets phone up Head Office and explain the above... I did, and a kind chap there promised to sort it out....

I explained, that whilst I understand the shop has no legal duty to refund me, SURELY their is a Customer Car issue here? Or more to the point - if it is BUYER BEWARE, then when I asked for the shoes to be thrown in too, do you not think that my chum that served me should have said, "Whatever you do TRY THESE ON BEFORE YOU LEAVE THE STORE!!" (Or similar)...

He agreed, and said he would sort it out, as Customer Loyalty and reputation meant something to him....

He duley called me back and said to me to pop into the shop Saturday and they will rfund my money as a point of Principal - (You know what I am going to say next don't you?)

I went in there, and saw both the person that originally served me, as I did the chap that was very rude to me - they BOTH said "We stand by our company's policy, and will NOT be refunding you..... They went on to add that the prson I spoke to at Head Office had no "right" to overrule them, and that the day he called them and told them this, the BOSS of the company (it is a Privately owned chin by the way) just happened to be in the shop THAT VERY MOMENT he called and quote "Went ballistic!"

Not, as some may thing the appalling way they treat their customers, but the very fact that somebody DARED to suggest that they give me a refund at all! NO WAY will that be happenning!

I asked what in heavens name happens at (say) xmas time then when people buy xmas presants and so on?

As it says on the till we DO NOT REFUND! Its exchange only, he went on to add that

"Right, say I refund you - then I have to refund EVERYBODY!"

What utterrubbish that statement is! I asked him if he can accept the word discretion - clearly not.....

Anyway, I called Head Office today and asked to speak to the owner of the Company - surprise surprise he is not contactabe, and I have been asked to write in.....

Am I missing something here? As i feel I'm losing the will to live! And this has NOTHING now to do with the money - this is now purely a Customer Service issue.

Just before I left, I said to the chap, that had I not have been so homest in the first place and (say) damaged the shoes, then they would have to have given me a refund as they would have been faulty goods. He went on to add - that they wouldn't accept that and would send the shoes off for testing to see if i had deliberatly damaged the shoes.....

The whole story gets more and more farcical as it goes on......

I am left in utter disbelief.... So, short of trying to track down the owner of the shop,,,,,

I wondered if any of you decent member of HOTUKDEALS had any advice or thoughts or whatever.

I KNOW I should have tried on hte shoes, and MAYBE I should have looked at the till, but having shopped there for over 20 year, I thought that my chum I had got to know whould be as honest with me and I have always been with them.

Thanks in advance.

Cloud the cat
cloudthecat Avatar
8y, 5m agoPosted 8 years, 5 months ago
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(26) Jump to unreadPost a comment
Comments/page:
#1
#2
Don't take your custom again there.

Shall I make a snide remark when I go by there again lol
#3
lol are you still going on about this. I know its a point of principal etc and i do agree with your main point but there comes a time when you just have to let it go.

just don't shop there again and take some satisfacction that if even one person doesn't buy something from there because of the threads then they've lost more cash than a pair of shoes worth.
#4
ants97
lol are you still going on about this. I know its a point of principal etc and i do agree with your main point but there comes a time when you just have to let it go.

just don't shop there again and take some satisfacction that if even one person doesn't buy something from there because of the threads then they've lost more cash than a pair of shoes worth.


I know... I know..
#5
Mum2Connor&Cerys
Don't take your custom again there.

Shall I make a snide remark when I go by there again lol

:-D

Thats an EXCELLENT idea!!!!

Fanx everso!!!

:p
#6
try watchdog it never hurts to try , name n shame maybe others have called them , as if you notice they rarely do an item w/o lotsa ppl comapaning
#7
So did you do as Guv suggested? I'd have had them raked over the coals.....
#8
Shengis
So did you do as Guv suggested? I'd have had them raked over the coals.....



Yes I did EXACTLY what he said - the Donkey RULES! Could have done with you raking them over the coals though....

:-D
#9
Is't there some place you can call, trading standards or something?!!
#10
DIVA1977
try watchdog it never hurts to try , name n shame maybe others have called them , as if you notice they rarely do an item w/o lotsa ppl comapaning


Yea... Deep deep sigh I know - I didn't want it to come to this - as if the service wasn't bad enough - it is the sheer nonchalent attitude over a fifty quid pair of shoes for Heavens sake!?! I mean after soooo long shopping there I feel more than let down I feel bloody ***** off....

But then you have a tendency to let your heart rule instead of your head I guess....

annd BREATHE!!!!

LOL!!!:whistling:
#11
hannah19790
Is't there some place you can call, trading standards or something!!


That the little guys I called after getting your help earlier this month, and they were really helpful... And said that if they were as big as i said I had a clear case....

So... Onwards and upwards....

Whats next Small Claims? Or cant you rally do that?:w00t:
#12
if they that much too big im wondering if your original pair was an american import as im size 8 ladies and know this 10.5 us sizes.
#13
I suggest you contact:

http://www.oft.gov.uk/oft_and_cd/

and look at the following website:

http://www.consumerdirect.gov.uk/

British consumers are renowned for never complaining and that is why traders get away with blue murder. Stand up for your rights and threaten them with legal action. Good luck:thumbsup:
#14
I don't know what to think - they were clearly too big... There is no question - but ....As to what size they actually were I have no idea,... But its a thought though....

Grrrrr!!!!
#15
choc1969
I suggest you contact:

http://www.oft.gov.uk/oft_and_cd/

and look at the following website:

http://www.consumerdirect.gov.uk/

British consumers are renowned for never complaining and that is why traders get away with blue murder. Stand up for your rights and threaten them with legal action. Good luck:thumbsup:


YES!! YES!!! YES!!!!

That has GOT TO BE the way forward!!!

Tiny little me against nasty horrid Baron Jon and their BAD BAD custome care attitude and service and ill fitting shoes!!!

I am sooo gonna look at these sites and work out my next move and strategy!! Thank you....:oops:
banned#16
But did you contact trading standards?

Goods need to be fit for purpose! In this case fit being the operative word! They are also breaking the law by the sign they had regarding no refunds.

Trading standards will act on it - but you need to tell them!

BTW - in your letter to them, did you quote that they broke the sale of goods act? Did they respond to that point?
#17
OMG!! This still going on (word for word repost basically!!) Mate you have seriously got to let this go, you bought some shoes......YOU didnt try them on, they didnt fit, they offered you store credit for return (fairly common for things people have tried on these days) . You over-reacted because all you had to do to END this is try some more on and if necessary ask the store to order the correct size, its really that simple innit as you wanted the shoes!!! You got store credit and i think youre stretching the truth by saying there will never be anything there you like ever ever again for all eternity amen dont you ;) if you VERY recently managed to buy a couple of suits and some shoes you liked and you ve shopped there for 20 years :p cmon man!
1 Like #18
Don't let it stress you, they've lost custom just by you posting here.

If you're gonna continue this (as a hobby - remember, no stress!) then take them to small claims and keep us updated here for the purpose of lurvely entertainment.
#19
Think it started to go downhill right from where you pooped in their shop...
1 Like #20
Definitely a trading standards issue this one, if say for example anyone of us went into a shoe shop, and tried a pair of shoes on and they fit beautifully, we then say "I'll take those, but in brown", for arguments sake, which I've done in the past, the assistant goes into the back, they get the brown shoes, give you the box, you pay, you go home.

When you get home, turns out the shoes are not brown, not the same style, not the right size, smell of pi55, or whatever, you have a right to return them for a full refund, the credit note signage is illegal, trading standards will kick ass on that.

I'm with you cloudthecat, it's time to kick poor customer service in the ass.
#21
Thanks Guv - I've just sent you a message....
banned#22
cloudthecat;2310600
Thanks Guv - I've just sent you a message....


Have replied!!!!!

BTW - did you inform them your intent to report them to trading standards?

Selling shoes meant to be a certain size which are clearly not, makes them faulty goods! They really havent a leg to stand on (or a correct size shoe for that leg!)

If they are still being silly, then the final step is to inform them of your intent on taking them to the small claims court. No judge wouldnt uphold your claim. They are acting illegally, pure and simple. Also let them know you will also be seeking reimbursment of all expenses (on top of the refund) to take this matter to court. I dont beleive solicitor fees can be recovered - so just DIY. Nothing to be scared of - especially as I think they will see sense and back down. Afterall, will they really want the public to know how they treat their customers and the faulty goods they sell?
#23
Just read this whole thing, had to add my 2 cents.

Let go! They've given you a credit note which you can use to shop there again, you'll want something surely seeing as you've been there for 20 years. After all this stress you'll get a refund maybe, then you'll spend that refund there! Just spend the credit note.q
banned#24
Benjimoron
Just read this whole thing, had to add my 2 cents.


Each to their own!

The only comment to make on your reply is this is exactly how companies keep getting away with this type of thing. I agree its a lot of hassle to persue, but as a point of principle, its not a bad thing. They should be compliant with the law - yes?
#25
guv
Each to their own!

The only comment to make on your reply is this is exactly how companies keep getting away with this type of thing. I agree its a lot of hassle to persue, but as a point of principle, its not a bad thing. They should be compliant with the law - yes?


They should comply with the law, yes. So maybe a quick call to trading standards and if they see fit they'll do something about it. If they don't then that's probably because it's not causing a huge number of people an issue.

My own selfish views would be what is there in it for me? A refund rather than a credit note. Personally I wouldn't be wasting time on it and would spend the time more productively.
#26
I was in a Baronjon today,I told them of your trouble after making a snide comment and they issued me £500 gift voucher for the inconvience.

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