Mr Minit ruined my boots and I am not
happy. However it has raised a dilemma that I’m struggling to resolve and would
love to have your thoughts.
On Sunday, I asked Mr Minit if he had any
black spray to restore my suede boots and make them look new again. No, he
said, he didn’t, but he did have this bottle of black stuff I could simply
paint on. Having only used the spray, I was dubious.
‘Do you need to brush it after?’ I asked
‘No, it just soaks in.’
Okay. He’s the shoe guy. I believe him. I
spent the $10.80, took it home and painted my boots.
And OMG – this stuff just dried solid on
them. I tried brushing with a wire suede brush, a suede pumice block (yes, I
have all this at home), all to no avail. So I decided to head back yesterday with the hope
they’d be able to use their wire wheel thingy and get them back to suede.
|
My sad boot |
|
Close up of ruination... |
But no. All I got was grief.
After explaining to the guy there – not the
guy from Sunday - I got, ‘No, we can’t do anything.’
‘Right….’ I said. Long pause.
‘And….?’ I prompted.
To cut a long, awkward conversation full of
long pauses short, some highlights included me saying (and I am not proud about
it)
·
Is this a franchise? (It was)
·
Are you the franchisee? (He
was)
· So, what’s your responsibility??
And him saying:
·
What do you want me to do? (an
acknowledgement or apology might be a start)
·
Well if this is true, and I’ll need to talk to the
guy who was working Sunday…. (Yes, because I would so make this up)
And finally me (this is the bad bit)
·
Under Section 52 of The Trade
Practices Act, you have sold me a product that was not fit for purpose, so you
are legally liable!
He suggested I paint the boots all over. I
said I wasn’t after that look. We’d reached an impasse.
‘Well, you can have the product back’, I fumed,
slapping in on the counter before turning on my heel and leaving.
I got outside and thought WTF?? I’ve now
left the evidence if I do decide to persue this and I didn’t even get my $10.80
back!! I looked for the receipt (couldn’t find it) so went back, asked for and
got the product back.
Fuming, I Twittered. I felt better.
I got back to the office and called Mr
Minit HQ (Head Quarters) and got the most empathetic Lesley. Leave it with me
MWW, she said, we’ll get back to you shortly.
So who got back to me? Yes, the offending
Mr Minit!!
‘I believe we have an arrangement to come
to,” he said. This wasn’t getting better.
‘What do you suggest?’
‘In these situations, we usually try to
replace the shoes.’
Usually? You weren’t offering that a couple
of hours ago, buddy.
I said I’d look online and even eBay and
see what I could find – even used.
He asked how much they were new, I said
$160. He assured me he knew someone who got a pair exactly the same ‘off eBay’ recently for $60.
I’ve looked online, including second hand
and eBay and all I can find that are the same are new boots, same brand – but now
$199.
So here’s the dilemma: I’m not certain that
he’s deliberately infuriating with appalling customer service and trying to
avoid responsibility or if he’s just not that sharp? Should I let him know my
only option is $199 (plus the $10.80 for the product) or should I just ask for
$60? I really want to replace them as I was wearing them at least twice a week and am desperately missing them already.
I’d really love your advise because I have
totally lost perspective……