I officially hate Robinsons.

I wrote a message on their facebook wall detailing their appauling service and just had a reply of 'this has never happened before' and that they will be investigating and informing the dm. I wont believe that entirely and will be writing to the dm myself. Small steps towards justice!
 
The only way when you are fobbed off is to demand to speak to a more senior manager, and if that does not work, ask for the name of the most senior manager. Never get angry, never be rude but be persistent. You have been given some excellent contacts and advice and I have always found that when someone says a point blank no, I have always followed it up by "I appreciate you do not have the authority to do anything further, therefore I wish to speak to your manager". When this was refused, I then asked for the MD and ALSO, confirmed the name of the person I was talking to. This has never failed but never ever lose your rag (or steal!). Perseverance will always pay off!
 
I've hated Robinsons ever since it burnt down and they rebuilt it, it was never the same after that. The same applies to Derby House once they'd moved from Newburgh. The quality and customer service went out of the window.

What an awful experience. I'd be outside their store lobbying everyone to not buy from there. I do hope that eventuall you get some satisfaction from somewhere. What about Trading Standards?
 
onemorehorse said:
Quote the Sales of Goods Act and demand a refund. You are entitled. Boots were not fit for purpose. Raise a claim in the small claims court if needs be or at least threaten them with that. Hate these companies who think they can get away with ripping people off! "It's not my problem":mad:
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Absolutely this!
 
Hi

not sure if anyone's already said but if they've called you from their head office (aledgedly!) could there be call recording? Or If they'd sent a letter argue should have been sent recorded delivery so you got it before they through away YOUR PROPERTY- cheeky so & so's!

But I would imagine as other'shave said, 'the Goods not fit for use' trading laws should apply here.

Good luck, keep us posted x
 
How did you pay for these boots? If it was by credit card, wouldn't that company help you? BHS legal advice is a good route to take too.
 
Any update on this OP? They used to have people watching on here so should be aware of this thread, can't believe they've just thrown your boots away! Definitely persue this.
 
Just the reply on facebook so far saying they would contact and reply via the MD. I sent my own email of complaint to the MD as well yesterday but nothing back just yet.
 
Keep a record of all your actions dates, times, calls, letters and keep going. If you paid on a credit card you might be get some money back through the card provider. Send letter signed for.

Trading standards, watchdog might be worth a call.

Good luck.
 
I detest Robinsons, will never shop there. They never have anything decent in stock, only their own cheap and nasty cr*p. I bought a saddle cloth there (Requisite) for the new pony - straight away it curled up on the edges and rubs him so can't use that. I went back to Roma, which are good enough, afterwards and have no probs. Their tack is awful; it stretches and deforms immediately and fits terribly. And don't get me started on their rugs and customer service...
 
I've bought a pair of riding trousers in the sale, denim ones at size 20 for £12 thinking I was getting a good bargain. I wish they'd sort their sizing out, I'm normally an 18 and I was struggling to get the size 20 on. Nope, I've not put on that much weight over Christmas
 
Wiz201 said:
I've bought a pair of riding trousers in the sale, denim ones at size 20 for £12 thinking I was getting a good bargain. I wish they'd sort their sizing out, I'm normally an 18 and I was struggling to get the size 20 on. Nope, I've not put on that much weight over Christmas
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I once bought a pair of their denim jods/breeches. I'm a size 8 in day to day clothes (ie, anything not riding), and an 8 or 10 in breeches depending on brand. I bought these denim things from the website and had ordered the 10. When they came, I couldn't get them over my knees!! I also once ordered a blue saddlecloth in cob size. They didn't have it in stock so they sent a black numnah in full size... bizarre.
 
I bought a reversible waistcoat in the january sales last year, got it & the zip wasn't reversible!! Returned it & it took 4 letters of complaint, 3 phonecalls & a good few months to get them to refund me, they reckoned they tried to ring & send letters but because they couldnt get hold of me they couldnt refund it, also it took 2 attempts from them to send a cheque out (so they say)
Then at the end of the day i didnt get the P&P refunded
 
Are dublin river boots even branded as waterproof? Something has to have 'waterproof' stated for you to be able to claim it's not fit for purpose, and dublin rivers are not waterproof. I had some dublin pinnacles which leaked terribly after a short while, I felt like complaining then realised it was my own fault for not buying waterproof boots.

I'm surprised Robinson's even sent them back to dublin for you.

Never the less, their treatment of you and throwing away your boots has been terrible. Follow official complaints procedure and if all else fails take them to court (only costs about £20 to do).
 
SonnysHumanSlave said:
I was told that the River Boots are waterproof to the 2nd band.

The claimed waterproof lining in the DRB and stripe DRB doesnt even reach the First band but I believe it goes higher in the Eskimo DRB.

I told Dublin that were stretching it when they used to state with fully waterproof inner lining that was little more than a trainer sock.

Buy some Dubarry boots and look after them
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I returned a Rambo Wug as the lining had ripped, right down the center, the outer was perfect so not damage caused by catching it or another horse. They said they would send it back to Horseware, so I waited weeks, and called them a couple of times to see what was happening. Eventually I was told my rug was back and that Horsewear said it wasnt a fault and basically tough. I was naive and just accepted this but tbh what else could I say. The rug was in the same bin liner I had taken it in and I was convinced it hadnt even been sent away in the first place.
 
Update:

You will not be surprised to know, that I have now had to take the matter to court. No one from customer service helped or should I say replied to any emails or questions over the phone. Hell, even the Regional Manager ignored my contact.

Posted a letter of 'Letter before Action' two weeks ago today informing them I shall be taking them to court if I didn't receive a cheque for the sum owed. GUESS WHAT? No one replied, so good one Managing Director. I can now see where the rest of the appauling service stems from.

So.

I officially hate Robinsons.
 
Thanks for this thread! I was about to buy from them, clicked off the website now. They are not having a cent of my money! Best of luck getting your money back.
 
this is their online description

"The lovely Dublin River tall boot offers fashion and style to the equestrian rider. Made from Redskin leather with inner leather linings. These trendy lace-up boots feature RCS technology plus two new benefits: RCS tough-tech durable rubber sole, which offers lightweight flexibility and also traction control grip. A chic boot for the fashion conscious rider! Please note the footpart is water resistant only"

did it say this when you bought them, if not, did you get a screenshot from the original ad?
 
cyclo man said:
Wow!!customer service at its best .....NOT!! Send a strongly worded letter to the Managing Director ( you will be able to find his name on the internet) and demand either a full refund or a replacement pair, inform him that if they fail to correct the situation you will go to Trading Standards and request them to intervene. They cant just chuck your property out and then claim you ignored them, also ask for proof that they tried to contact you if your sure they didn't.
I definitely would not take that kind of service without going further. Good luck.
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^^^^ This, and good luck! I'm a big believer in going to the top if you are treated badly, I'd definitely be involving trading standards. How long did they keep the boots for before disposing of them?
 
I can't say as I have ever had a problem with them specifically relating to returns, but I agree their store staff are indifferent, lack knowledge and always have an air of 'meh' about them.
The stock is shoddy, even the branded good they sell seem to be of inferior quality.

I bought a cuddly ponies turnout for the filly I have, the neck would fit my old cob mare!

Good luck with your court case OP

Mel x
 
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