On Thursday, I bought a pair of shoes. I wore them for 2 hours round the house to break them in a little before I wore them out for the first time on Friday night. Yesterday, I was putting the shoes back in the wardrobe and noticed part of the shoe was coming unstitched.
I took them back to the store and asked for a replacement pair.
The store manager replies that she's never seen any problems with this particular style of shoe and that she must send the shoe to her Head Office for a second opinion before proceeding. I asked why and she suggested that people sometimes deliberately damage goods in order to obtain refunds. "But I aksed for a replacement" I replied. She wasn't having any of it.
Things started getting ugly (I did not swear) and the next I know, the shopping mall security arrive. They escort me to customer service and put me on to trading standards who tell me the law changed 6 months ago and now allows traders a 'reasonable' amount of time to check faulty goods before giving refunds or exchanges!!
So I ring the Head Office of the store. Their customer service manager explained the options. I said to him "so your telling me I might end up with damaged shoes and no refund or exchange, then what am I supposed to do?" - his reply ... "I don't care what you do, I've given you your options"!!!!!
I was so f***ing furious that they implied I might have deliberately damaged the shoe despite I'd asked for an exchange, not a refund!!! I ended up bringing the shoes home and taking them to the repair shop and they're being restitched - if her Head Office had come back and concluded I'd damaged the shoes, I would not have been responsbile for my actions hence I wasn't going to give them the satisfaction of p***ing me off even more!!!!!!
What would you have done in this situation? Do you think their response was reasonable?