New Member saying hello **Resolved**

[samperuso1]

Hi,my name is Sandra and i must say what a realy helpful forum this is.

 

Need a little advice.

 

I returned a falty pair of UGG boats to Cruise Clothes on the 6th of December.I phoned them on the 16th of December,and they

acknowledged they have received them,they were indeed falty,and i would receive a full refund within 3 days,payed into my paypal account.No money was payed in.Called them back today.Spoke to a different person.He said he would speak to the girl who told me i would receive a refund when she comes back from her lunch at 4pm.Needless to say no call came,and now know one is picking the phone up to me.I know its early days,but i feel as if i am being given the runaroud.If i dont have a refund in my paypal accont by early next week.What is my next step.

 

Any advice is much appretiated.

 

Regards

Sandra

[Conniff]

Hello Sandra, I am going to move you, (and your armchair) into the Retail section.

 

You will be answered there.

[Conniff]

Is this a highstreet purchase or an on line one ?

 

When did you buy them ?

Edited January 4, 2013 by Conniff

[samperuso1]

Hi

 

It was an online purchase.

 

 

Sandra

[Conniff]

Drop them an email to see if they respond to that - websales@cruiseclothing.co.uk - (It's always better in black and white, then things can't be changed).

 

Mention the phone call and their acknowledgement of receipt and ask when the refund will be done.

[samperuso1]

Hi

 

Thats what i will do tomorow morning.Even if they do answer my calls.As you say,better to get it print.

 

Will update you when i get a reply.

 

Thankyou for your help.

 

Regards

Sandra

[Conniff]

Yes please, come back and either let us know all is well or if not. We can then move on to the next course of action.

 

Phone calls are ok if you can record them so if you must phone and your mobile records, use that.

[samperuso1]

Hi

 

Update.

 

Just received a reply to my email,that was sent on frieday night to Cruise Customer Service,asking why my refund still has not been payed

into my paypal account.

 

Copy of email.

 

Dear Sandra,

 

Please accept our apologies for the confusion caused. When a colleague of mine had mentioned that a refund was to be issued as soon as the item was sent back to us, she has assumed the item had the tags on and was recent purchased. As the item has been worn and is over a year old, we have sent the Ugg Boots back to Ugg to inspect the item and verify whether it is a manufacturer fault. This process can take 6-8 weeks, we will contact you when we obtain further information from Ugg and discuss the options available.

 

 

Now even though these Ugg Boots were ordered on Dec 30 2011 and delivered on 7th Jan 2012.I have worn them 3 times.You could have taken them out the box and put them back on the shelf and Know one could have told the difference.The falt is,the back of the right boot.The fur has come away from the seam,and a hole has developed.For a boot that has been wore 3 times and cost £252.50.Is not acceptable.They came with a years guarntee.

Are they within thair rights,to make me wait another 2 months for my refund.Sorry for going on.But i am angry at being told one thing then another.

 

As always your advice is appretiated.

 

Regards

Sandra

[assisted blonde]

To be fair to the company you may have worn the boots only 3 times but they dont know that all they have to go on is the date of purchase and it would seem that when the fault developed they were very near the end of the gurantee period. yes you were told you would be refunded but the explanation the company has given IMO sound reasonable.

[Conniff]

It is the proper way to do something, you can't really expect a refund on something purchased a year ago without examination. If the boots are found to be of faulty manufacture, then the shop can also claim a refund.

[samperuso1]

Ah well seems i will have to be patient.Hopefuly it wont take the full 8 weeks.

 

I am sure they will find it was a falt with manufacture of the UGG boot.

 

Will update when i have any news.

 

Thankyou for the advice and help.

 

Regards

Sandra

[samperuso1]

HI,

 

How time flys,cant beleave its been 7 weeks since my last post here.Needles to say i am still waiting on this matter being resolved.

Contacted Cruise CS last month to see if they have heard from the manufacturer.They said they are still waiting.I think i have been more than patient.

They have had these boots since the 6th of December.Any advice on what my next move should be?

 

any advice is much apretiated.

 

Sandra

Edited February 27, 2013 by samperuso1
wrong date

[samperuso1]

Still waiting on a reply to this email

Sent this morning.

 

Hi

 

Could someone at Cruise CS please contact UGG and find out what the delay is in dealing with this matter.

Yous have had these UGG boots in your possesion since the 6th of December 2012.It has been 7 weeks since they wer posted back to UGG for inspection.I would like an answer.

 

Regards

Sandra

[samperuso1]

Email saying they are looking into it.

 

Whats my next course of action?

 

Can someone please advise.

 

Regards

Sandra

[renegadeimp]

Give then a few more days. Once the FULL 8 weeks have elapsed, then start hounding them.

[samperuso1]

Hi,thankyou for the reply.

 

The 8 week deadline for inspection of the boots,will be up on Mondayi intend to give them till Wednesday.Can you give me some guidance as to what i put in my next

email to them.To get them to move on this matter.To think i boxed them up back on the 6th of December,beggars beleave.

 

Any help is much appretiated.

 

Sandra

[renegadeimp]

You need to be firm but polite. Ask them again what is going on. If they said they are waiting, then you need to tell them that they need to be pushing the company for a response. The hard part is that you need to "go through the motions", and follow procedure. Remember, its not the companies fault here, its the manufacturers.

[samperuso1]

Okay...thankyou for the advice.

 

Will let you know how i get on....Firm but Poite:-)

[samperuso1]

Hi

 

Update

 

I contacted Cruise on Monday morning.Informing them that the 8 weeks is up for UGG to inspect the boots.

Reveived this reply.

 

Good Afternoon

 

Thank you for your patience on this matter, i have contacted our faults department and a decision will be made within 24 hours and they will contact you.

 

I emailed them back enquiring.Why is the boots with thair faults department,when i was told they are back at the Manufactures?They have never mentioned thair faults department till now.

 

I got no reply.I just answered the door 10minutes ago to a courier delivery driver who handed me a parcel.On opening it,i found the

my UGG boots with a quickly drafted letter.Saying they were unable to refund for this item as the fault is due to normal wear and tear.with pulling them on.They have been pulled on 3 times.How else are you meant to get them on!

 

My blood is boiling.They have had these boots since the 6th of December.As i have said already these boots have been wore 3 times,and are in brandnew condition.Apart for the fault.

You could have put them back on the shelf,but for the tear and hole.

 

They were returned to Cruise still under warrenty.

 

Where do i go from here.

 

Regards

Sandra

Edited March 6, 2013 by samperuso1
spelling

[assisted blonde]

I think your real problem is that they are over a year old and they have no way of telling that you have only worn them 3 times, try writing again and saying how unsatisfactory their service has been,

[samperuso1]

I think your real problem is that they are over a year old and they have no way of telling that you have only worn them 3 times, try writing again and saying how unsatisfactory their service has been,

 

They were only 11 months old when they were returned to Cruise.I do not beleave Cruise even returned them to the Manufacturer for inspection!

After the way they have treated me.Ignoring phone calls.And emails.They dont care how they treat you.They have gave me the run around since December the 6th.

[samperuso1]

I am getting the impression,it is my word against thairs,as to how many times i have worn these UGG boots.If anyone would like a photo as to how new they are.

I will gladly oblige.

 

What if i had pulled the boots on and of 24 times.Which i have definetly not done.Is it okay for them to burst!

This is definetly a fault with these boots,anyone viewing them...would see it.Does anyone want photos?

 

I am that angry with Cruise and the amerturish way they have dealt with this.

Any expert from UGG had they viewed these boots,would have know straight away.The fault is with the design.

Whare you pull them on,the stitching has all come undone and a hole has appeared.

 

Regards

Sandra

Edited March 6, 2013 by samperuso1
spelling

[Old Cogger]

Just like the way Lotus use to treat customers = stating they are fashion shoes? indicating that normal wear is not expected!?

[samperuso1]

Just like the way Lotus use to treat customers = stating they are fashion shoes? indicating that normal wear is not expected!?

 

You couldint make it up Mike.

 

Even though i have no proof.I do not beleave for one minute these boots ever left Cruise,s possesion.

They have been sitting in a corner in thair own faults Department.

 

Regard

Sandra

[samperuso1]

Below is a photo of the fault in question....only worn 3 times!![but dont have proof]

 

http://i223.photobucket.com/albums/dd76/WILDAXBOXER/P1010210_zps3974abbe.jpg

 

Regards

Sandra