Take them back, if they havent even been worn then you are within your rights to return them within a certain time frame (usually two weeks). Tell them you have tried them on at home and that they just don't feel right.
If they push on the gait analysis then you just have to stand your ground and tell them that you didn't actually recieve a full analysis and the system failed before you coulkd ascertain whether or not the shoes you bought corrected the "problem" that the sales assistant told you you had.
Find an independant running shop that has staff who are runners themselves, they will advise you much better and get an analysis done there (Maybe before you return the shoes so that you are armed and ready if challenged in the original shop.)
Thanks for the reply, I think this shop was an independent one which is a shame and there was another man working there as well but he was dealing with somebody else and he really sounded like he knew what he was talking about.
Yes getting the right shoes is a bugger. That and the fact you feet change over the years as you run.
When I first started and I did the wet foot test I had very flat feet and rolled a lot when I ran.
Now 4 years on I have a developed a nicely arched foot print and roll a lot less than I did before.
My feet and ankles are a lot stronger and when I stand I can clearly see that my feet dont roll in, that are the classic signs of an over pronator.
So I am seriously thinking of getting a new gait test as I have been running in Brooks Adreneline shoes for stability for years and may need a different shoe.
You we find a pair for you even if you have to do a little customisation. Remember the pros get their shoes made for them.
Yes I know, Mr Nike, Mr Brooks, and Mister Asics dont tell you that....
I told her that I wasn’t happy at all with the gait analysis test that was done and that the running machine was broken so the other one was used but he said to me that he hadn’t set me up with it to record me in the other shoes. She then rudely pointed out that the recording device never works on that machine anyway, she was basically making me out as a liar. She even walked over the machine and said that it was working and turned it on. I was absolutely fuming but kept my cool and said that I wanted a full refund and she then says that they do not do refunds and pointed to a sign on the till. I explained to her that the man said that I could bring them back after I had worn them (indoors) if they didn’t feel right and never mentioned at all that I couldn’t return the goods for a full refund only an exchange, and he should have pointed out the sign when I was paying for them as the receipt has nothing on it at all about returns only how much I was paying . She said that he has worked for the shop for a long time and that he wouldn’t serve anybody like that. She just wouldn’t listen to me and said that I would have to come in to the shop again tomorrow to speak to the owner and also to speak to the sales assistant who dealt with me. I couldn’t believe how negative she was to me so at the moment I haven’t actually got anywhere! I am so disheartened by the whole thing.
Chin up and don't let it go. You have been mis sold you purchase and are entitled to a refund.
May I suggest you call consumer direct in the morning? That way you can have all of your facts straight when you go in and can quote them if necessary.
08454 04 05 06
They are open 9am-5pm
I m sorry to hear that you had such a bad experience with an independent shops, especially as a lot of independent running stores tend to be very good in the customer service and offerings, it is what makes them different from many chain stores. Independent store strive on customer feedback and recommendations, and any store which behaves as you described above should get slammed for behaving in such a negative fashion.
I run a sports specialist myself, and consumer law entitled you to a full refund within 2weeks of date of purchase if the product is unused and in its original packackaging, with original receipt. If shops have a sign up stating that they are only give credit notes or exchanges they are in actual fact breaking the law. The reason why they have the sign up is simply because they are hoping to keep as much money in the till, and they rather you do an exchange or get a credit note, as through that they do not lose any money.
Often employees in stores will just follow what owner/manager/head office has told them, and they are often unable to do anything, however I would ask for a manager or the owner and explain your right as a consumer. If worse comes to worse you can call the police, although this is at the extreme end.
Additionally, if you slightly over pronate on one foot, and are neutral on another, you can often get away with wearing a pair of neutral running shoes, and with the right core excercises you can in the long term improve your gait. I know that when you spend 15Pounds on a gait analysis, one is always tempted to purchase a shoe from the store there, but the last thing you want to do is just purchase a shoe, just because it is a slight support shoe in your size. You need to wear the shoe that for one is correct, and simply feels right. You are the one running in it, putting the miles in, so you want the best shoe for your foot.
I know that independent shoe stores often charge for gait analysis, but in my experience a good gait analyis can be done without a treadmill and camera and shouldn't take longer than 10minutes, and for this one should not charge. And yes I m sure customers get an analysis and then buy elsewhere, but in the long term the customers that do purchase from you, outweight those who then go an buy elsewhere. Afterall, good customer service counts for a lot these days, and as seen above many shops are still struggling to provide this.
Any customer has the full right to a refund if the item is unused and in original packaging within two weeks of purchase. The retail industry seems to have the wrog refund policy engrained so much in peoples mind that everybody think this does not exist, but call up the consumer hotline and look into the legal side of it, and you will see that if this would go to court, the shop would have to refund.
However this is beside the point and I do not want to get into the needy gritty part of refund policies of various shops, independent or chain store. The lady got appalling service, and any shop that behaves like that should be embarressed. Customer Service is one of the most important things in retail, and this is something the UK retail industry is lacking badly.
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