Hein Gericke Customer Service

HG have a returns policy, behind the desk there is a book that defines exactly how they should go about giving refunds or offering repairs. If I remember correctly, if the garment is within 30 days of purchase then a refund or replacement is offered, from 30 days on it's a repair that's offered (if it's possible to repair) -this is in addition to statutory legislation under the SOG.

When you buy from HG you have a contract with them, not with Moto Direct, and as such HG are responsible for honouring any warranty problems with the customer.

This was part of the reason i got out of retail-companies don't give a monkeys about the customer in general-they just want the cash, and if a problem arises after you've handed over your wad they'll do anything to get out paying you back.
If the goods are faulty-stitching coming away, zips broken etc then they are faulty plain and simple-customer is entitled to money back so long as they have proof of purchase-as for being a third party(middle man)thats bull-who marks up the goods?in this case its HG-get on to trading standards and get them to contact the branch-you'll find that you'll be told you are more than welcome to get a full refund-don't settle for anything else.

this is an unfortunate side issue caused by the small minority of people who abuse these systems. I have no doubt that the goods were defective as I'm sure the shop assistant would agree but it is not theirs or our decision as the manufacturer decides.

They have probably had more returned goods with no fault or which had been damaged by carelessness etc and have decided to make a blanket rule.

if everyone was more honest it would be simple but they are not all like us and they will damage a 11mth old product to get a new one. end result is honest people have to go through the procedure of checking.

as i said if you are polite but insistent you will get a result faster and easier,

if you get on like a smart ass and start to quote your "rights" you will make the whole thing more difficult for yourself. Ask anyone in retail and they will agree as they would much rather get you sorted out there and then and move on but they have to follow these procedures.

ps. the trading standards people are as useful as the Luxembourg navy so dont waste your time on them.

if moto direct can not repair them they will give you a new pair

Originally Posted by neillfergie

ps. the trading standards people are as useful as the Luxembourg navy so dont waste your time on them.

No they exist due to companies taking the pi$$ when it comes to things like this.

Originally Posted by neillfergie

ps. the trading standards people are as useful as the Luxembourg navy so dont waste your time on them.

I've made use of their services in the past when I've experienced bad customer service, and they've been spot on every time. I had a brand new car replaced because of the number of faults it had, all through getting TS on the case immediately.

[Gazza77]

Slight aside, but similar sort of situation, I bought a bag from Debenhams a about 8 weeks ago to carry my lunch and a book, umbrella etc to work on the train. Within the 8 weeks, it had worn through to the lining so I returned it last week. Explained the fault politely, and had it replaced without any question due to the fact it was clearly not fit for purpose.

I'd kick up a fuss. Had the same thing when i bought a flat screen from PC World, got it home and didnt work. Took it in for a replacement and was told they'd sent it away for checking/repair and give me a ring - to which i replied 'like f*ck you will, i dont want a repaired monitor, i need the monitor now'.

Manager was called and was real smarmy and agressive with me (if he'd have been polite i probably would have just given in as i'm normally mellow about such things), basically said how do we know you've not broken it yourself ??!??? And how it was policy to check these things (customer is always right eh?). I just refused to leave until i was given a new one and despite the manager getting security to ask me to leave i held on in there and even used one of their office phones to phone PC World main customer service to explain how i was being treated. Manager was in turn contacted by PC World main office and i was given a new monitor. Not saying get @rsey with them (thats rarely productive) but its worth being firm and explaining to them that you are not happy with their suggestion and a replacement as a goodwill gesture may be appropriate.

[chris8886]

Originally Posted by Luckypants

This is a business risk, that the retailer takes. The retailer should mitigate by having clearly defined criteria from their supplier on what they will and will not accept in terms of returns, then has to decide if the deal with the supplier is worth it in business terms. They know full well what their liabilities are to the customer under SoG Act. In this case HG should honour their commitment to the customer to provide goods of merchantable quality or refund to allow the OP to shop elsewhere. Suggesting the OP should be without his boots for an indeterminate amount of time while they are 'inspected' is wrong.

i agree with you that this stinks, but it's the way it works and all within the SoG. like i said if you were a small business owner (i know HG aren't, but it can still have an effect) and you 'had' to give someone their money back and then the manufacturer said 'it's not faulty we're not giving you any money', you'd be struggling pretty quickly if this happened a few times!