I recently bought a pair of shoes from Camper UK which arrived damaged and unwearable. The suede on one shoe is completely rubbed away, and should have been apparent to anyone packing the shoes into the box (I ordered a second pair and they are absolutely fine). I paid extra for next-day delivery, but the company has refused to replace the damaged pair by the next day without me returning the goods for them to check. I feel I have received very poor service as I have a disability that means I can’t return the shoes at the post office.
The company could very easily have sent a replacement pair and collected the faulty pair at the same time, but it has not done this, and has asked for further information. It also doesn’t provide a phone number for customers to call. FB, London
Camper is a very popular upmarket shoe brand which is Spanish-owned, but has a large international network of sales outlets, including in the UK. Under the 2015 Consumer Rights Act you have a right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund – as long as you do this quickly (which you did). These rights are in addition to Camper’s own two-year guarantee.
Camper has looked into your complaint and confirmed the shoes were ordered from its Regent Street store in London. Apparently you specified a standard shipment, which is free for orders over £45, and the shoes were delivered to your home the following day. The company says it is sorry to hear that one of the pairs is below its usual standard, and is happy to replace them. It claims to have explained to you its usual process, which is to collect the faulty pair of shoes and then, later, make a new delivery with a replacement pair.
We were puzzled by your claim that the company doesn’t provide a phone number for customers to call. Camper says its customer services spoke to you over the phone (the number is clearly shown on its website) as well as by email to explain the process and make clear that its logistics supplier would be in touch to arrange a date and time that would suit you for collection and delivery. It says it left messages but didn’t receive a response, and even tried to deliver the shoes but no one was at home. Its head of customer services also tried to contact you – again without success.
We are happy to report that a new pair of shoes was finally delivered on the last day of June. A Camper spokeswoman says: “We are sorry for any inconvenience caused and indeed do our very best to offer the best service possible.”
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