Quote Originally Posted by Llani Boy View Post
Not yet.

The manager agreed that they were of substandard quality and agreed to exchange them until he found out that I hadn't purchased them directly from Inov8. I don't know where they were purchased from as they were a gift.

I argued that it didn't change the fact that it was still their product that was not up to scratch to which he agreed. Contacting customer services was suggested so on getting home I decided to give them a ring. Guess what, they don't have a telephone number but you are requested to fill in an online form which will take 5-7 days to be replied to as they are "busy".

I scrolled down the website and found that the CEO is keen for feedback on customer service so clicked on the big green button at the end of his page and fired off an e-mail.

I await his reply.
It's the retailer with whom the customer forms the contract under the Sale of Goods Act. This protects the consumer from having to jump through hoops and deal with uncaring big manufacturers like Nike, and enables them to raise a complaint quite quickly. Conversely, this protects factory outlets from dealing with your complaint, as you've discovered.