Musto Performance Deck Shoes - Crap literally!

A

alant

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Having purchased (sold as new, but since advised they were a design 4 years old) pair of Musto high tec shoes at one of their outlets, on the one single occasion of wearing them at sea (a cross channel), having been worn only briefly on two other occassions, they gave off a strong 'agricultural' smell, which was not a foot odour.

I returned them to their customer services.

Their response was abysmal -
(1) The stores bearing the Musto brand, which we see on the highstreet, are not Musto, so Musto will have nothing to do with any goods purchased through them. This is down to that particular store (franchise) to sort out.
(2) Their manufacturing arm, via their own customer services, deny all responsibility for any goods, claiming that they are not stockists, directing any decisions directly to that Musto owned outlet (at Bicester).
(3) Recommend that the deck shoes MUST be cleaned after each occassion being worn, because the odour was caused by salt water crystals left on the leather (these are deck shoes designed to be worn at sea).

I was not amused! /forums/images/graemlins/frown.gif

The 'Musto' franchise store in Lymington, who Musto refused to acknowledge as theirs, stating they are Shipmates & nothing to do with us (apart from the Musto name above the door), were the only gem in the ordeal. Couldn't have been more helpful & courteous. They inspected the shoes & also agreed problem not due to feet & cooperated in sending same back to Musto! /forums/images/graemlins/smile.gif

What to do next? /forums/images/graemlins/confused.gif
 
Keep us informed of developments.....and advise Musto that this is one transaction where they will not be allowed to bounce the customer around without their action (inaction) being reported factually on the YBW forum.

In this way, Musto will realise that if they wish to pass the buck and avoid their responsibilities, forumites will draw their own conclusions and vote with wallets when considering future purchases.

If indeed they can show that their shoes must be washed after each time they are worn then is something that should be brought to attention of every potential purchaser and I bet it would have a major impact on their sales. also, if a company hides behind an excuse like that, then to be honest, they are not the kind of business I would support with future purchases of any product.

You always get the true measure of a company when things go wrong. Mistakes do happen, but what separates the good from the bad(and those that deserve future custom and those that don't) is how the cock ups are dealt with. The beauty of the internet is that now, when companies treat customers like s**t, their actions can easily be brought to attention of thousands.....Power to the people!
 
A friend recently had similar excuses levelled for the poor performance of Musto gear...not Musto's problem, take it up with the shop etc. That's why I no longer support them and have turned to HL instead.
 
I had a similar problem with Musto gear years ago: have never since bought anything with Musto name on it or associated with it, and have recommended any sailing client or friend who asked to steer clear of them.
Clearly such a campaign is ineffective if they are still at it!
 
Every sympathy for your position- no one looks to pay good money and end up with something not "fit for purpose" and certainly poor customer service thereafter, which rubs salt in the wound, but just for balance, I have to say I purchased some Musto Performance deck shoes from the Bicester outlet some 4 years ago & still wearing them, & v pleased with their performance! In fairness, the outlets do sell at considerable discounts and that is often because they are older lines or less popular/ succssful ones. Doesn't excuse not d/w a genuine customer problem tho'. /forums/images/graemlins/frown.gif
 
Re: Musto - I wonder

As Musto are big advertisers in the IPC mags, how long before this post is pulled, I wonder.

Usual litigation reasons Etc Etc
 
Interested to hear about your "smell" problem, I bought a pair of the Musto Performance Deck Shoes earlier in the year and used them for a week in La Gomera with Canarysail in September and had to put the shoes outside each evening!
As you say smelt different to smelly trainer type pongs and a bit tricky when on a boat for a week to wash them every day.
 
Bicester Market Village.....

...IS a remaindered goods setup where the "last season" & "Non popular lines" are sold. A bit like a multi-franchise Makro or Matelan so that is probably why you got a "four year old design".

Certainly take it up with the seller under the Sale of Goods & Services Act as they don't appear to be "of merchantable quality" and possibly "not fit for their purpose"

I have taken goods back to that particular shop purely on a wrong size basis and have received friendly and positive service.

As to Musto themselves, I collared their rep on a LIBS Chandler's stand a few years ago about the failure of a zip on my son's Snug Blouson and he took it back to the factory for a perfect repair with no proof of purchase and no charge. I had similar experience when I returned my Offshore Jacket in the 80s as a seam was letting in water -prompt service and no arguement. They are actually right that the retailer is the first port of call. However, if the retailer has bought the goods as remaindered out of the factory without warranty then he stands the loss entirely so maybe that's why he's unwilling to act but push harder, you have rights.

Steve Cronin
 
Re: Bicester Market Village.....

"...IS a remaindered goods setup where the "last season" & "Non popular lines" are sold. A bit like a multi-franchise Makro or Matelan so that is probably why you got a "four year old design".

I accepted on purchase, that these goods may not be current (even 'prototype' or export goods). I look for quality/value for money, rather than this years fashion colour. However, when discussing with Musto's so called shoe expert ( a beligerant Director), on one hand I was being castigated because the shoes were old ones - 4 years old sir, then when I started discussing possible deterioration of 'old leather stock', was told they were 'as new' at point of sale. Bit catch 22 really, heads they win/tails you lose. /forums/images/graemlins/crazy.gif


"Certainly take it up with the seller under the Sale of Goods & Services Act as they don't appear to be "of merchantable quality" and possibly "not fit for their purpose"

Under the Sale of Goods Act 1979, goods have to be 'fit for purpose' & burden of proof is on the supplier, via independant means, to reject a claim, according to Trading Standards.
Consumers also have rights up to 6 years following purchase under the Limitation Act 1980. /forums/images/graemlins/smirk.gif


"I have taken goods back to that particular shop purely on a wrong size basis and have received friendly and positive service."

Discussed it with the shop & they (lady called Karen) could not have been more helpful. Agreed on a credit note. /forums/images/graemlins/smile.gif


Conclusion - The stores were helpful & did all anyone could ask in dealing with a problem. However, Musto Customer Services, in particular their arrogant 'Shoe Director', had the most appalling attitude imaginable, made me angry & probably losing any future custom & reputation they might previously have enjoyed. /forums/images/graemlins/mad.gif
 
Re: Bicester Market Village.....

Hi Al

They prob don't know who they were dealing with eh?

I have found that with the mast climbs that we do, the 'piratesofthesolent.com' weekends asking for assistance from these guys, as you may remember, was like banging our heads agaisnt the wall.

If your not a 'name' who cares what you think attitude.

You must have been spitting feather's, Again we find that the 'smaller' businesses have the customer care sorted and the big boy's, well they don't give a pooh!

As others on here have stated, there are other manufacturers that have as good if not better products that will suffice.

/forums/images/graemlins/cool.gif /forums/images/graemlins/wink.gif

AJ
 
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