Trying to exchange football boots bought from Sports Direct.
I bought some football boots for my niece for Christmas. I searched several local branches for the right boots in the right size without success. Eventually I ordered on line and paid the quick delivery fee to make sure they arrived in time.
When she opened them when we visited on 30th December they were a bit small. No problem we thought, all the labels etc still on, we can change them.
To coin a topical phrase – oh no you can't!
Goods bought on line cannot be exchanged in store. Not even for the exact same item in a one size larger. Apparently you have to send them back at your own cost and get a refund. So I am out of pocket for 2 delivery costs and her mum is currently out of pocket for the new boots.
Last of my money Sports Direct ever get.
Is this normal or just Sports Direct?
Rant over.
TL/DR – Why can't I exchange Sports Direct goods bought on-line in store? Niece's Christmas ruined, her mum and me out of pocket.


8 comments

  1. Legally a retailer only has to provide an exchange or refund if the item is faulty. Any other offer (don’t want, wrong size etc) is offered at the retailer’s discretion so – yes, a retailer can simply refuse to exchange or refund something that you simply don’t want anymore provided that the item is still fit for purpose and works. If they do offer a refund or exchange service then they can dictate where and when (for instance that items bought online must be posted back at your cost and cannot be exchanged/refunded in store).

    https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

  2. There is nothing wrong with the actual product so legally a brick and mortar store is not under any obligation to allow you to exchange at all – although for clothing most places do allow this a matter of company policy. 

    Seems reasonable to me that you bear the cost of the returns in this case, else the store then gets lumbered with stock they did not order or has to ship it back to the warehouse at their expense. 

  3. Basically they aren’t legally obliged to, so unlike most shops which have at least heard of customer service, Sports Direct don’t. If you’d bought them in store, then just because they don’t fit isn’t legal grounds for a refund, so you wouldn’t have been able to swap them, either.

    So you’re out two lots of delivery charges I’m afraid. Ot you could just return for a refund and buy somewhere else.

  5. This is why I don’t shop there unless it’s the absolute last resort.
    You’ve learned early in life a tough lesson as to why so many people hate the company!

  6. This has been basic for.mamy years as far as im aware transactions made in the shop can be exchanged in the shop , but online means dealing with online only

  7. I’ve not bought from SD for many years because of the policies. The only way I would buy is if I was able to try on in store and was reasonably sure I wouldn’t return the item if it became faulty.

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