Shoe Zone, Swindon, UK - shoes only guaranteed for 3 months - shoes split on the sole

Complaints.com received the following business reply on January 2, 2003:

From:

RE: Shoe Zone - Swindon

Dear Mrs Carey, I believe that your complaint has now been dealt with satisfactorily by my Area Manager, Paula Johnson. I wish to apologise for the way you were dealt with initially and trust that we can encourage you to shop with us again in the near future.

Please contact me if there is anything else we can do.

--

Charles Smith

Chief Operating Officer

Shoe Zone Ltd

Complaints.com received the following consumer message on December 15, 2002:

From: stan carey [Email User]

RE: Shoe Zone, Swindon, UK - shoes only guaranteed for 3 months - shoes split on the sole I purchase two pairs of the same style shoes for my sons on 10.08.02 for the new school term which started 3rd September. As we went on holiday from the 4th to the 22nd November 2002 and the fact that my sons will only wear shoes for school, these shoes have only been worn for 10 weeks. My eldest son's shoes now have a split on the sole, so I returned to Shoe Zone yesterday, with my receipt to complain.

The Manageress informed me that due to them being older than three months they were out of their guarantee. I told her that i was surprised that they only guarantee shoes for three months and that I believed that this was not acceptable. I requested that they send my sons shoes away to be inspected by the shoe arbitrator. She refused and said that they did not do that. The only thing she could do was to give me her Area Manageress telephone number so I could contact her. Again I said that I expected to be able to speak to the Area Manager at the shops expense and asked for the Manageress to contact her.

The Manageress left me at the till whilst she went to phone, she returned and let me have the phone to speak with this lady Area Manager. I explained the situation and told her that to guarantee a pair of shoes for three months is not right. She said that that was not the policy of the shop, so I asked the Manageress, who was still stood by me, if this is what she had just told me; she confirmed that it was.

When i started talking again to the Area Manager, she was annoyed that I was not talking exclusively with her, and then said that the Manageress told her that she felt the shoes had had unfair wear and tear. I told her this was not the response I had got from this Manager and was annoyed at being told two different things. This Area Manageress told me the only thing she could do was to come into the shop during the week and inspect the shoes herself, so I had no choice but to leave these shoes with the shop.

I am now going to have to wait for a call from the Area Manageress, and no doubt this will be another heated conversation. I know kids aren't good at looking after their shoes but it is the sole of the shoe that has gone not the top. I have bought many shoes from Shoe Zone in the past but have never returned a pair. My other son's shoes are fine and they have had the same treatment. It is a situation that I am not satisfied with and was extremely angry when I left the store with the Manageress still confirming that shoes are only guaranteed for three months.

Please post this complaint on your site as it might astounded customers - it might be a good idea to confirm the guarantees given when purchases are made to the guarantees given when you have to return items!