The Iconic Faulty Product Replacement

ThatKiwiFella on 19/10/2018 - 10:07
Last edited 22/10/2018 - 19:24

Hi OzB

I purchased a pair of Converse shoes from The Iconic in July this year.

The soles have since fallen apart leaving two big holes where the sole is glued to the side of the shoe.

These shoes are worn maybe 3 times a week and I usually have pairs of Converses go over a year with no issue.

I contacted The Iconic and requested a replacement pair and they replied that they agree the shoes are not up to quality but since they have been worn, I can only receive a $15 refund or $25 store credit when I asked for a replacement pair.

Surely they should replace them when they agree there is a fault and the product hasn’t lasted a reasonable amount of time given the price paid and they they’re no longer fit for use?

Update: Adding photos of shoes now for reference - https://imgur.com/a/KKCOooR

Final update: After some back and forward emailing, The Iconic offered a refund, replacement or 110% store credit. They’d also like to inspect the shoes so attached a free prepaid return label too

Cheers, OzB!

Fashion & Apparel

Related Stores

THE ICONIC
THE ICONIC

Comments

  • MorriJ on 19/10/2018 - 10:13
    +1

    Just inform them of their legal obligations to provide a full refund or exchange for the faulty goods under Australian Consumer Law.

    • ThatKiwiFella on 19/10/2018 - 10:29

      I just want verification that I’m in the right in asking for a replacement. I’m not overly familiar with Australian consumer laws but I’m sure they’re pretty similar to New Zealand’s consumer laws

      • yoonibear on 19/10/2018 - 11:37

        IANAL - Bring up the ACL (Australian Consumer Law)/TPA (Trade Practices Act) - it mentions somewhere there that if the goods aren't of merchantable quality.

        "The most important of these to a consumer is likely to be acceptable quality. If goods fail to reach a basic level of quality (considering the price of the goods) – that is they are defective, break, or do not do what they should do – then the ACL has been breached." (Reasonable to assume that a $100 pair of shoes would last more than 3 months)

        Again it's been nearly 11 years since Uni so I might be a bit rusty - feel free to correct if I'm wrong

  • hadz on 19/10/2018 - 11:20

    Can you upload some pictures of the faults?

  • z10cvbnm on 19/10/2018 - 11:30
    -3

    So 3 months later, you expect them to replace it with a new shoes?

    • ThatKiwiFella on 19/10/2018 - 11:31
      +1

      When a $100 pair of shoes doesn’t last 3 months when all other pairs last over a year, and there’s no wear on the soles, then yeah, I feel they’re faulty and not fit for use. Will upload pictures shortly

    • AdosHouse on 19/10/2018 - 12:14

      Yes, unless they can repair the shoes (which they won't because the cost to make them would be less than the cost of replacement), they can either replace with new ones, or refund you.

      I had a pair of Ascent shoes I bought from The Athlete's Foot develop a problem, where the sole started separating, took them and the receipt in, got a new pair from out back and replaced them on the spot. Easy.

  • rambutann on 19/10/2018 - 12:09

    My partner had a similar issue with Jeans, the Iconic gave the same response that you received, she cracked it and went full Australian Consumer Law on their ass.
    They ended up paying out a 110% refund due to not having the product in stock.

    Their response is a scare tactic (and quite frankly illegal) - i'd just go back to them demanding a full refund.

  • herbo on 19/10/2018 - 23:09

    I had two pairs of chinos that I purchased in May this year that were wearing unreasonably on the rear due to an inside seam rubbing. I recently sent photos and they agreed that they were not up to their quality standards. They offered me a $20 voucher. I went back to them again and told them not good enough and reminded them of consumer rights, etc. They came back a couple of days later and said send them back and offered a 110% store credit, refund or replacement. You should push them harder.

  • unitato on 21/10/2018 - 13:46

    The same thing happened with my Converse shoes… I think they are much worse quality than they use to be. I only wear mine a couple time a week and have had them for about 5 months and the side of the sole is separating from the rest of the shoe.

  • esty on 22/10/2018 - 12:36

    Maybe reach out to Converse… since they are the manufactures and ultimately provide the product warranty.

  • ThatKiwiFella on 22/10/2018 - 16:40

    Update:

    After a bit of back and forward emailing, The Iconic has agreed to refund, replace or 110% store credit.

    They’d like the faulty item to be returned to be assessed and included a prepaid postage label.

    Moral of the story - argue your rights as a consumer when retailers refuse what should normally be provided.

    Thanks for the advice, OzB

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