Author Topic: My leaking Salomon Ultra Midi hiking boots!  (Read 136 times)

gunwharfman

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My leaking Salomon Ultra Midi hiking boots!
« on: 10:46:35, 12/09/19 »
Recently when hiking the Two Moors Way my wonderfully comfortable Salomon Ultra's leaked like a sieve, so I sent them back to 'sportshoes.com.'

I have received a reply this morning, the email reads -


'Good morning,

I am contacting you today in regards to your recent return to us here at Sportsshoes.com!

Great news!

I am happy to inform you that our warehouse has received your return and it has been processed back into our system. However, our returns team were just a bit unclear as what you would like to do with your exchange. Therefore, your customer account has been placed into credit.

If you could please be so kind as to respond with instructions on how you would like to proceed with your return, this would be very helpful. If you need any assistance in the meantime, please feel free to contact myself or a member of customer service team on 01274 530530.'


As I read it they have accepted my complaint and are now asking me to do something, I presume for me to tell them if I want a refund, a new pair of Ultra's, or to order a different brand pair of boots and for me to pay the difference in cost?

Is that how you would read it? I value your opinion. 

sussamb

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Re: My leaking Salomon Ultra Midi hiking boots!
« Reply #1 on: 11:31:24, 12/09/19 »
I agree  O0
Where there's a will ...

kinkyboots

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Re: My leaking Salomon Ultra Midi hiking boots!
« Reply #2 on: 11:45:12, 12/09/19 »
I'm surprised that they appear to have given in so easily as in the reviews I've read their customer services seem to have gained a reputation for being obstinate and using delaying tactics with many customers having to resort to dealing with Salomon direct to get anything done.

Read the Returns and Faulty Items section here https://www.sportsshoes.com/support/

Your accompanying letter should have included details of the fault and specific instructions requesting a full refund.

A phone call instructing them to provide you with a full refund should hopefully sort it out.

Quote
Returns We understand that sometimes you'll need to return items to us and we've made this easy, fast and simple.
Our no quibbles returns policy means that if you're not 100% happy with any item we send to you, we'll happily exchange or refund it for you.
When you receive your item you have up to 14 days to change your mind and send it back to us.
We'll exchange or refund all items which:
 
  • Are returned to us within 14 days of receipt.
  • Are returned to us in perfect condition, with their original packaging and with the labels attached.
  • Your statutory rights are not affected.
     How to Return  Wrap securely in a bag or paper, taking care not to damage the product packaging and post to:
     
  • Returns Department
  • SportsShoes.com
  • 1 The Park
  • Jubilee Way
  • Shipley
  • West Yorkshire
  • BD18 1QG
  • Please enclose your invoice or returns form, letting us know what action you would like us to take, eg. exchange or refund. This will help us to ensure we process your return quickly and efficiently.
    You'll need to pay the postage costs to return your parcel. We recommend that you ensure you obtain sufficient postal insurance in case your item goes missing on its way back to us.
    If you have any enquiries about returning your item(s), please feel free to email us at
     [email protected]
     Exchanges
  • When returning your item, remember to include the code and size of your replacements.
  • We'll despatch your replacements postage free to UK addresses.
  • We'll turn around your exchange as quickly as we can and subject to stock availability, aim to despatch your replacements within 24 hours of receiving your return.
  • Bear in mind that there may be slight delays during busy periods.
  • Refunds
  • We'll refund your item via your original payment method except in the case of payment by cash or postal order where we will refund you by cheque.
  • We try our best to process all refunds within 24 hours of receipt, however during busy periods allow 7 working days for your refund.
  • When we've completed your refund, we'll send you an email to let you know.
  • Please note: Gift wrapping is non-refundable
  • We will (where applicable) refund reasonable postage costs up to the value of 4.99 if there is a fault found with an item. (Terms and Conditions apply. Any refunds will be made after goods have been received and inspected. Proof of postage required.)
  • Faulty Items If you find a fault with your item, please contact our friendly customer services team on 01274530530 or e-mail [email protected] who can help and advise the best way to deal with it.
  • Faulty items should be returned within a reasonable time and must be in a clean and dry condition.
  • Please enclose all your details and a covering note explaining the fault and any other useful details.
  • We'll try to get back to you within 24 hours of receipt of your parcel, although during busy periods this may take slightly longer.
  • Where a fault is found, we'll refund your reasonable return postage costs.
  • Occasionally, if we're struggling to locate a fault, we may request a second opinion from the product manufacturer.
  • Your statutory rights are not affected.


  • gunwharfman

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    Re: My leaking Salomon Ultra Midi hiking boots!
    « Reply #3 on: 12:42:28, 12/09/19 »
    Thanks to all. I just need to make a decision, but will now leave it until tomorrow, sleep on it first.