Refused basic consumer rights of Refund or Replacement

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Guest's review of GO Outdoors www.gooutdoors.co.uk

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“Refused basic consumer rights of Refund or Replacement”

Written on: 23/05/2012

I bought a pair of boots that turned out to be faulty, I was told they needed to be returned to manufacturer for testing despite them being returned within 9 days. I needed the boots for a holiday and was happy to accept a replacement, but Go Outdoors still insisted on a return to manufacturer. They seem to have broken the law in offering this as the only solution for faulty boots. As having no boots for my holiday would, from the Office of Fair Trading website, “would be causing an unreasonable inconvenience, or taking an unreasonable time,”


“As the retailer, you can offer a repair, a replacement or a credit note, but you cannot insist on any one of these. It is the customer's right to receive a full refund in these circumstances.”


So beware of this company who are not interested in customer after sales service. Once they have your hard earned money you wont get it back without a fight!

  • Hiking Boots £50

    Goods purchased & cost

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Bunnyone's Comment

Written on: 05/10/2012

The company test items similar to yours if it is over 12 months since you purchased in which case it would the manufactures problem and the company HAVE to send them away to be tested because they are following that brands policy.

Therefore once the item has been tested the manufacture will contact the store and then the store will contact you with regards of a refund or exchange. Unfortunately there are a lot of people who lie to companies just to get a new item or money back. So they are not refusing to give you an exchange or refund they need to follow through the policies first.

I work in retail and if retailers refused refunds etc then the company would have shut down many many years ago by trading standards.

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Sidhonest's Comment

Written on: 05/10/2012

The goods were 9 days old!!!! Obviously faulty. Check out the 28 day rule. I didnt even want a refund just a replacement and good service. You work in retail? Perhaps for Go-Outdoors? I worked in retail for 25 years, management for big companies and 15 years for myself. Customer service is prime. They will not go bust as they just find more customers to replace the disgruntled by cutting margins and "aggressive" marketing of end of stock that they often never have a full size range in.. . Ta Sid

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