I bought a pair of occasion shoes from Dune. With only about 5 times use, the heel snapped off completely. I took them back to the shop with proof of purchase, being a copy of my bank statement. The manager was rude, he first off stated I had not bought them back within 28 days. I carefully explained, I wasn't returning under Dune's procedure, I was returning under the sale of goods act. Then he started to state than I had had them for a long time (over a year) therefore were not prepare to do anything. Again I carefully explained that the Sale of Goods act implies 'Durable Quality' not how long you have something and you could tell by the condition of the heels, they had been hardly worn. He then suggested I was lying when I said the heel just came away and I must of caught it in a grid. I replied that I was there when the heel snapped and he wasn't, further more there are more scuff marks on the other shoes, so following his logic, that heel should be off as well. In the end he wouldn't budge. So I pointed out he was denying me my statutory rights and left the shop. I then sent the shoes back to customer services, pointed out my rights under the Sale of Goods act and threatened them with trading standards etc. Plus the lack of customer service from the manager. I got a full refund, but that is all, no apology or anything extra to make up for my bad experience. So anyone reading this, stick to your statutory rights, push it and don't back down on poor quality... Or just don't buy from this horrible shop no matter how pretty the shoes look - I have warned all my pals.
