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This customer isn't being "entitled", they're perfectly within their rights. I hope they can afford to get legal advice.

It's clear this was a mail-order purchase, so they had no opportunity to examine the shoes before buying. Customers have more rights when it comes to mail order than when buying in a physical shop.

Certainly here in the UK, it's illegal to sell goods "unfit for purpose", and it doesn't matter if the goods have to be used for a time before their unfitness comes to light. A pair of shoes that begins falling apart after an hour of wear is clearly unfit for purpose, and the customer should receive a full refund.


To be fair, if he actually did only have them for a very short time, and it's really not like he could have examined them in store, I can see his point. I'd have been angry too.

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