Thursday, January 31, 2008

Tiso Glasgow, good customer relations? I think not.

You know I just thought I would suport a local store rather than shop online for the best deal. So on Monday I went to this Tiso store, where I have shopped in the past. I purchased a pair of gore-tex lined boots. I wore them for an hour on Wendesday and they leaked. I went straight to the store, they refused to touch the boots because they were muddy and I was told to wash them and come back. I returned today with the cleaned boots only to be told they could not replace them until they have 'ascertained' that they actually leak, and they would not issue me with a replacement or a credit or a refund. Apparently this has to be decided by somebody else and shouldn't take much longer than 'two weeks'.
According to Trading Standards they have the right to do this.
But it would have been better customer relations to have refunded or replaced, I now have no money and no boots. I have now lost total faith in a brand and in a store I have used for years.
Surely if they sell you waterproof boots they should be waterproof or you should get your money back?

10 comments:

grannyfiddler said...

it's hard to support local business when it has an attitude with a capital 'A'. the silliness of it all only increases the irritation.... if they'd taken them when they were dirty, it would have been abundantly clear that they leaked!!

so now you're bootless.... and not exactly having barefoot weather.

hug. i prescribe a steaming cup of tea with a favorite friend or neighbor.

Pear tree cottage! said...

Claire It has been such a pleasure visiting your blog page today and I am sure there will be many more visits as I look forward to your spring and summer photos.

Yes! good customer relations is everthing because now you have told us such a lot of things about the store and the boots it will damage their business and who would buy boots from their after that, and that is their problem. In the end the wholesale price of another pair of boots is nothing but the poor customer service is everything......I would go back and tell them you want your money back now so that you can get boots at another store and that you will be letting all your friends and more know about the service there. :)

Lee-ann In Australia

peppylady said...

I'm sorry to hear about your boot problem and have you thought of letting someone in upper head quarter that you are not happy.
I know what you mean about buying local but sometime it's hard.

We have about 3 feet of snow here in North Idaho and I have seen bare ground for a while.

clairesgarden said...

Grannyfiddler, will have prescribed tea when I have finished this nice glass of wine. . .I had the old wellies on today and me poor feet are chilly. . .
Pear Tree, I tried getting my money back they said no, thats when I phoned the Trading Standards. I am a bit lost! and Shoeless!
Dora, aargh, three feet of snow?? that never happens here!! think I would need boots that went up to my waist for that! now, fishing boots, theres an idea. . . .

grannyfiddler said...

wine! of course! why didn't i think of wine? here's a toast to warm, dry feet.

Wildside said...

Frustrating!!!

The glass of wine sounds like a good rememdy in the meantime...

Helen said...

How irritating - and they wonder why people choose to shop on line!!

clairesgarden said...

Wildside, I'm just opening my second bottle. . . .
Helen, very irritating, and uncomfortable for feet!!

pyracantha said...

Did you really take the boots back muddy 1st time? It's all very well complaining about bad customer service but I am afraid you haven't helped yourself much. The store needs to check the boots to make sure you didn't hole them. Why is that so unreasonable?

Sleeping Bag said...

I know exactly what you mean about poor customer service. We ordered a very expensive gas barbecue from a local company only to have it delivered with the packaging all ripped and the metalwork bent. We were then told that it was only a little ben and nothing to moan about. We returned it and two weeks later there is no replacement and no refund. When contacted the company hung up on us! Looks like a trip to the small claims court for us (it was £500!)