I officially hate Robinsons.

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Sophstar

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Now I try to avoid shopping at Robinsons as much as possible but last year bought myself a pair of Dublin River Boots as they were suitable for yard and riding, so said the assistant. What she didn't tell me was that they weren't the slightest bit waterproofed even in a little puddle and I took them back with this complaint. They were to be sent back to Dublin to be inspected and I asked no matter what the outcome I wanted them back. £109 worth...I wanted them back!

So after not hearing anything for ages I went into Robinsons today to be told 'we have tried to contact you, but they have now been thrown away'.:eek::mad::mad: Numerous attempts at calling me apparently (no missed calls from any number) and a letter also (that never arrived) was sent to say I had 28 days to collect them.

So put simply I have had £109 worth of boots thrown in the bin and I didn't get a sorry or even acknowledgment that no letter or calls were received my end. Just a stuck up manager saying 'no you can't have anything.'


I hate Robinsons, I'm £109 poorer, have no riding boots and will never be returning to their god awful customer service ever again.

Rant over.
 
jeez! that is crap! luckily i have never had to return anything and if there is something that needs to be returned, more often then not im too lazy to return it :o i would ring up their customer service place and make a complaint!
 
Very sucky for you but I would recommend in future googling potential boot preferences as the River boots are well known for being *****. I would be asking for full details of their registered way of contacting you (28 days notice regarding money should be sent recorded delivery really) and surf through their complaint policy and procedure and don't give up.
 
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.
 
I would post on there FB with a formal complaint that way all other buyers from them can see the bad service you have experienced and they will soon take notice.

No way should your boots have been chucked away and no refund given.
 
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:
 
Disgusting, I can't believe they did that! I wouldn't be giving up either make sure you get your money and demand it until they do, they can't just ignore you!
Good luck xx
 
I would write to the Managing Director of Robinson's; their Customer Service seem to be just fobbing you off and hoping that you will go away. Write to them and state that the boots were not fit for purpose and since they have now disposed of the boots they need to refund the original cost. Also say that you will complain to the Office of Fair Trading, that may get them to resolve this.
 
Bank did this to a friend of mine, they said she took scissors to her dress. The thread had come loose and it was obvious it hadn't been cut!
They threw it away too and she didn't get her money back. Thankfully it was only £30 and not £109, but she was furious. She could have pursued it further, but she had lost the will by then and didn't bother.

I also lost £60 to a company. I ordered something online and after I didn't get it 6 months later, I did everything I could to get in contact...nothing. I couldn't call, they ignored emails and eventually I gave up too, after about another month or so.
It's absolutely shameful that people can get away with things like this.
 
I'd leave reviews about them everywhere you can - all over their website, on Facebook, Twitter....anywhere they have an online presence leave comments and reviews and the experience you had. If they see you leaving negative reviews, negative feedback and negative comments their social media team will soon get upset (marketing types HATE bad reviews and negative comments), and they will go to a senior marketing person, who then may speak to other senior people in the business.

If they are going to treat you like this you need to fight back - and the best way to fight back in today's world is online. Companies care massively about the reviews customers give because they know other customers are reading these, people buy based on reviews and recommendations, so any bad comments will get them to pay attention to you.

I'd also go straight to the citizens advice bureau and find out what you can do next, I would have thought trading standards could easily get involved in this and take them to court if they dont refund you £109. Make sure you have copies of your phone records to prove there is no calls from them, you will need evidence they never called you so get your phone records for the time period this was happening and they wont have a leg to stand on.

If you push it you will get your money back, you are just going to have to escalate this beyond the store manager.
 
Sorry to hear this. Ive had simiar issues with Robinsons but usually with items of aroud £20 not £109!!! Shocking :( I agree with Kc100, leave bad reviews and put this all over facebook and twitter. They hate poor reviews and when I have given a strongly worded review on their website they have contacted me and offered alternatives and asked me to take my reviews down which I did not.
I have heard a lot of bad things about Robinsons lately, both their stores and website. Seems like they have annoyed a few people lately. Not suprised really as some of the stuff I have bought was utter ****!
Really sorry to hear this has happened to you and good luck sorting this out xx
 
How awful! I would be kicking up a fuss in the most public way possible, you've started here now to facebook with you and the letter to MD is a good idea as it might just be this manager is a tight so and so. If they can't prove they made the calls or sent the letter then it didn't happen!

Hell hath no fury like a customer (with internet access) scorned!!
 
I think I would start by contacting Dublin directly to see if you can get proof of Robinsons ever sending them the faulty boots in the first place.

If you don't get anywhere with that, contact the Robinsons MD.

I think that posting negative comments on their FB and Twitter pages should be a last resort, only to be used if you can't get anywhere in a more formal way.
 
And......(slightly off topic) , my OH who suffers with MS was refused the use of the toilet at the Robinsons store in Cannock and told to walk up the road to B&Q instead as they had a customer one that he could use?!!!

We'll never shop there.......EVER!
 
Sophstar said:
Now I try to avoid shopping at Robinsons as much as possible but last year bought myself a pair of Dublin River Boots as they were suitable for yard and riding, so said the assistant. What she didn't tell me was that they weren't the slightest bit waterproofed even in a little puddle and I took them back with this complaint. They were to be sent back to Dublin to be inspected and I asked no matter what the outcome I wanted them back. £109 worth...I wanted them back!

So after not hearing anything for ages I went into Robinsons today to be told 'we have tried to contact you, but they have now been thrown away'.:eek::mad::mad: Numerous attempts at calling me apparently (no missed calls from any number) and a letter also (that never arrived) was sent to say I had 28 days to collect them.

So put simply I have had £109 worth of boots thrown in the bin and I didn't get a sorry or even acknowledgment that no letter or calls were received my end. Just a stuck up manager saying 'no you can't have anything.'


I hate Robinsons, I'm £109 poorer, have no riding boots and will never be returning to their god awful customer service ever again.

Rant over.
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Sale of goods legislation states that when you purchase goods your contract is with the seller not the manufacturer. Many shops try to get round this by referring the goods to the manufacturers but legally they can't insist on this and you don't have to accept a return to the manufacturers.

CAB, Trading Standards, even Small Claims Court if necessary. If you are a BHS Gold Member (well worth the cost) consult their legal dept (free to Gold Menbers). Robs have destroyed your property for which they had a duty of care and offered you no recompense. Bite them and bite hard.

Let us know how you get on with this.
 
Antw23uk said:
They owe you £109 and if they dont refund it go back and take something worth £109. I bloody dispise bad customer service :mad:
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Don't be slly! Stealing something because you think the shop owes you money is stupid, illegal, puts you in the wrong and gets you nowhere. Grow up.
 
ktj1891 said:
I would post on there FB with a formal complaint that way all other buyers from them can see the bad service you have experienced and they will soon take notice.

No way should your boots have been chucked away and no refund given.
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A waste of time contacting Facebook. You have recourse to law so get sensible advice
 
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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Excellent advice.

I have been appalled at some of the more stupid comments - I won't say "advice" for obvious reasons - on here which are neither helpful nor, in some cases, even legal.

If posters can't give useful, sensible and well-researched advice they should keep their silly, unhelpful comments to themselves.
 
I always speak as I find I have to say Robinsons at Cannock have always been fine with me Numerous pairs of Dublin River boots returned (for all the usual problems have now given up on them useless CR**) no quibble one Toggi jacket returned with fault and exchanged no problem.

Your contract is with Robinsons not Dublin/Weatherbeeta

Do you have our receipt?

If so go Back to Robinsons ask to see the manager and politely explain the problem and "ask politely for a full Refund" if you cannot get this then inform them you will be taking legal action and go to trading standards.

Do not bother with exchange dublin river boots they will fail the same as your original pair and they are no longer claimed waterproof.
 
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