StockX refuses to refund me over peeling £300 Bape trainers
Unfortunately, a few weeks after I started wearing them, I noticed the leather was peeling, and I contacted StockX to see whether it could help. I found its response unsatisfactory.
It told me I was not eligible for a refund because the trainers were released in 2020. Five-year-old shoes 'may experience structural and material damage or signs of durability', it said, adding that another reason I was being turned down was because the shoes were now 'used'. It offered me a $40 (£30) voucher or $30 cash refund.
Taking into account the price and description of the shoes on the website, I think a reasonable person would expect to be able to wear trainers for longer than this and be covered under the Consumer Rights Act 2015 if they are faulty.
This risk to the buyer doesn't seem to be mentioned on the site and leaves no recourse for customers with quality issues. I assumed StockX would want to examine the shoe, contact the seller and explore the cause.
HS, Newcastle
For the uninitiated, StockX is a stock exchange-style trading platform where 'sneakerheads' can buy and sell limited-edition trainers. The shoes are new but can be several years old, as those 'in the know' buy coveted styles in the hope of reselling at a profit.
You have to look for it, but the StockX 'help' section carries the disclaimer that shoes five years or more old 'may experience structural weakness and a lack of durability'.
'If you choose to wear a pair of older shoes purchased on StockX, we cannot guarantee the shoes' long-term integrity,' it adds.
Given we are told some trainers in landfill, last 1,000 years, it seems surprising that a pair from 2020 should fall apart. But if you are buying from an individual seller, which you do on a marketplace such as StockX, you have fewer rights than when buying directly from a retailer.
The Which? consumer law expert Lisa Webb says: 'Provided you receive the goods in the same condition as they were described to you, you'll probably find it quite difficult to get your money back. We'd always advise checking if the site offers any buyer protection … in case something goes wrong.'
Our involvement persuaded StockX to accept a return for a full refund as a 'one-time exception'. This is a good outcome. Those with trainer collections tell me there is a debate about whether the expensive trainers being traded are 'collectible', as opposed to 'wearable'. If you want the surety of a rock-solid high street-style footwear returns policy, it's best to stick to the high street.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.
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