I paid 68 pounds and 40p for the New Balance running shoes from the Manufacturers Outlet Shop. I also showed them a pair of their running shoes I had purchased over 8 years ago from the same outlet shop which I have used for walking, jogging and cycling covering thousands of miles and these shoes are still good. Which is why I was so disappointed with their response.
Thank you Jo for your speedy response and advice. I greatly appreciate the points you have made. At 67 years of age I do not run marathons or indeed run any distances - I bought the shoes to walk along roads and pavements because they seemed soft and comfortable. I will return to the outlet shop, collect the shoes and ask for the details of the manager and managing director and take things from there.
Just to update you on the current position.
I wrote to the Manager of New Balance on March 18thbut after not even receiving the courtesy of a
reply I then wrote to the MD of the company sending that letter by recorded delivery.
During late afternoon of 7/5/14 I received a home phone call from the Sales Manager of New Balance Miss Debbie Harrison, effectively offering me a £35 voucher which I could use against a further purchase of shoes from their outlet shop as a gesture of good will. I explained that my legal advice and expenses incurred thus far were greater than the value of her offer.
Then Ms Harrison said that was the best they were prepared to offer as it was well over six months since the purchase date before I returned the shoes (I did stress that I returned the shoes at the earlist opportunity). She also asked me to return the shoes in order that the factory manager can inspect them.
As Ms Harrison was not at work yesterday I informed her that I would consult my legal adviser and get back to her either today or, on Saturday (she informed she would be working during Saturday).
I am not happy with the situation and I am puzzled as to why the manager wants to inspect the shoes when according to the staff in the Outlet Shop, Quality Control had seen the shoes and stated they were well worn. Unfortunately there was no comment from QC on New Balances copy of the customer complaint form they returned to me which had me thinking that the shoes had never even been to QC, bearing in mind they had them for less than a day before telephoning advising me there was nothing they were prepared to do about the shoes!
I am of the opinion now that because I took matters up with the Managing Director there is a degree of discomfort being felt by management at the Maryport Factory.
I feel like telling them that they have had the opportunity to inspect the shoes by their QC Department so maybe I would be better advised to have the shoes inspected independently before considering taking legal action against them.
Any further advice?
Ps Have a nice weekend and many thanks for your help thus far.