Product - customer misuse / wear & tear

[StartupDreamer]

Hi,

I have a relatively small clothing business that sells high end designer clothing.

I sold a pair of Alexander McQueen trainers to a customer in December, and the customer has now been in touch to suggest the shoes are faulty.

I have assessed photographs of the shoes, and they look to me live they’ve been in the washing machine, which has resulted in glitter surrounding the shoe coming off in patches.

The customer has contacted trading standards suggesting that they should have a repair or replacement.

After doing a bit of reading it looks like it’s on the business to prove that it’s not a manufacturing error - but how could I possibly prove this other than taking a common sense approach to the damage that has occurred?

Any views from people who have been in a similar situation would be very welcome.

Thanks
Ian

 

[Mr D]

I'm not familiar with the brand - what does the instructions with the trainers suggest about washing them?
Have done it to trainers loads of times - usually cheap ones that last only 12 months anyway.

Contact the brand, see what they say about the damage. But whether its simply wear and tear...?

 

[MarkOnline]

Return the goods to the manufacturer so they can determine whether the product has been missused/abused.

 

[MBE2017]

As per MarkOnline, ask the manufacturer for their view, they might replace at their cost, they might state no manufacturing fault. Repeat to client.