Hein Gericke Customer Service

I bought a pair of Arlen Ness boots from Hein Gericke about 6 weeks ago.

I noticed on sunday that the velcro on the zip cover was coming away from the leather. It looks like the stitching has just pulled away. So I pop back in on sunday and the manager told me he would call the distributor. Fair enough I thought. I know that I had the last pair in my size and it is possible that they had none in stock. With the weather being so nice I didn't push the point...just pootled off.

The call comes back today - they want me to return the boots so they can send them back to be inspected by the Arlen distributor so they can replace or repair. WHAT????????

The manager told me that this is standard practice for HG for their third party products. Well, I think that sucks.

Surely my contract is with HG, and it is their responsiblity to make sure whatever they sell is fit for purpose and of 'acceptable' quality. I don't think anyone could call failed stitching after 6 weeks acceptable.


What am I supposed to wear when/if I send them back? The reason I spent £170 is because my old Sidi's NEEDED to be replaced.


Livid doesn't even come close....needless to say I will be calling back later and 'suggesting' that they swap them for me next week when I return from a few days down south.

I had the very same conversation with Currys about an Olympus camera. It's the way they do it. You can go red in the face it won't change a thing.

Doesn't help does it.

It is disgusting... HG customer service LOL!!

With my store if an piece of equipment is faulty, regardless of what manufacturer it has come from, we send out a new one (as long as it is within waranty) as soon as the old one is returned to us. It is the way we work, and our way of keeping the customer happy and also us as at least then we can check out the real faults from someone trying to just get an extra bit of kit. So we always have the faulty stuff back... plus it gives us a chance to inspect it when it does come in.

Had my frank thomas jeans 1 day before i noticed the stitching in the crotch was comming loose. Spoke to frank thomas who said the retailer would swap them out straight away. Spoke to poolemoto (the retailer) and i ended up having to send them back to ft for repair!!!!! seems pretty **** to me!!!

You're quite right in that your contract is with the shop, not the manufacturer. They will suggest that they send it off for repair so that they don't lose the money for a refund, but you are within your statutory consumer rights to claim your money back for the reasons you state (sale of goods act blah blah fit for purpose etc.) Had this a few times with all sorts; hiking gear, boots, even a car. Stick to your guns but stay calm and polite and keep asking to see someone higher up the management chain, the bod on the till will be only to happy to pass on a peed off customer. A quick call to Citizens Advice may help (see yellow pages).

Small print: I am not a lawyer and any words I write may be complete bobbins leading to (and not limited to) loss, death, armageddon and bad hairstyles. Caveat emptor, and don't run with scissors.

[Mr Speirs]

As an ex retail manager I can tell you that HG has a legal obligation under your Statutory rights to replace your boots. A pair of boots should last I would say a very bare minimum of Six Months. You will need to claim under the fit for purpose as they developed a fault.

What they are trying to do is bypass their obligation to you by passing on their issue to Arlen Ness.

What should happen is this.
You should get a replacement or refund. (i.e. they order new ones in to replace yours when they arrive)
HG should then be going back to the distributor to either get a replacement or repair.
You wouldn't return a food item to Tesco and expect them to tell you they are going to have to test it with the Manufacturers before you get a replacement or refund would you? Although a food item costs significantly less, unfortunately (for them) your Statutory Rights don't have a price limit.

Originally Posted by amnesia

they want me to return the boots so they can send them back to be inspected by the Arlen distributor so they can replace or repair.

Quite common actually, they want to check that it is a quality control issue and not a dodgy owner issue.

Originally Posted by Dangerous Dave

Quite common actually, they want to check that it is a quality control issue and not a dodgy owner issue.

Yeah, but they can do that AFTER replacing or refunding. Even with a dodgy owner, they shouldn't be coming apart after such a short time.

"Sale of Goods Act 1979" is your friend here. Mention it loudly in a crowded shop and you will start to get somewhere.

Originally Posted by Woz

"Sale of Goods Act 1979" is your friend here. Mention it loudly in a crowded shop and you will start to get somewhere.

Top tip, don't mention it with you missus about as apparently it is purposeful way of embarrassing her in public.

Although I would want a refund, and some shops will do it as a matter of course, I think HG are within their rights to consider repair.

Full refund if you take them home and discover a fault, repair if you have had them a while (I guess 6 weeks counts as a while). See here (Citizens Advice Bureau).