Chargeback on Faulty Item???

oggy8

I purchased a pair of sandals on Saturday, and when I wore the sandals for the first time the following day, the heel strap snapped and broke! I only managed to get to the end of the road ffs:mad:!

However, when I returned the item to the shop, the sales assistant politely told me that I had to deal with the manager:rolleyes:! I am clear on the sale of goods and supply of services act, but just to cover all the bases, if the manager does fail to resolve the matter to my satisfaction, and refuses to provide an exchange for an alternative item of footwear item (and not the same sandal), or failing that to provide me with a full refund, can I do a charge-back on my credit card for this faulty item?

Ps. I know about the small claims process...just exploring all me options!!!

wmpdd3

I dont think you can do a charge back as you were supplied with a (defective) product for the money you paid.

dudara

You have three options here - the 3 Rs. Refund, replacement or repair. These are your legal rights as a consumer.

I don't think repair is going to be an option here, so that leaves refund or replacement. The shop manager can offer one option, and it is up to you to accept. The law doesn't give a preference to one option, it's more of a consensus process.

However, I can't imagine any shop being that stupid as to deny you your rights. If they do, then Small Claims Court is the best option.

maxer68

Why they said you must deal with the manager is ridiculous - do they not give any repsonsibilty to the staff or at least have a supervisor on duty?

Shoes are funny things - one pair may be faulty and then every other pair of the same type would be perfect, so an exact replacement may be perfectly good.

Most stores will allow you choose something else if you wish.


Your situation is a classic example of immediate replacement, so I can't see any issue with you getting satisfaction assuming its a normal decent retailer.

oggy8

dudara wrote: »

You have three options here - the 3 Rs. Refund, replacement or repair. These are your legal rights as a consumer.

I don't think repair is going to be an option here, so that leaves refund or replacement. The shop manager can offer one option, and it is up to you to accept. The law doesn't give a preference to one option, it's more of a consensus process.

However, I can't imagine any shop being that stupid as to deny you your rights. If they do, then Small Claims Court is the best option.

A repair is definately a non runner! Tbh, I was rather taken back by the fact that a manager would not authorise the shop assistant's to issue replacements or refunds on faulty items in his absense!

I'am defo going to be looking for a replacement - decided on another style of sandal! Hopefully, there'll be no need for the small claims process!

If you are in the UK, you can do a charge-back on faulty items!

oggy8

maxer68 wrote: »

Why they said you must deal with the manager is ridiculous - do they not give any repsonsibilty to the staff or at least have a supervisor on duty?

Shoes are funny things - one pair may be faulty and then every other pair of the same type would be perfect, so an exact replacement may be perfectly good.

Most stores will allow you choose something else if you wish.


Your situation is a classic example of immediate replacement, so I can't see any issue with you getting satisfaction assuming its a normal decent retailer.

The story is that the staff had this level of responsibility taken away from them when this new manager came on board:rolleyes:! The sandal is definately faulty, and the other side of the ankle strap doesnt look too secure either!!

jaffa20

oggy8 wrote: »

can I do a charge-back on my credit card for this faulty item?

You can but only if the retailer doesn't offer a replace,repair or refund. You would need to contact your bank for the details and what's needed.