Gok Wan, TV's top fashion guru, is popular amongst his legions of fans for providing trendy tips and friendly advice. On his Channel 4 show 'Gok's Fashion Fix' of May 2009, he set about helping his viewers find the perfect pair of knee-high boots. Eight women were invited to test out boots from a range of well-known high street and online brands.
One pair of custom made boots came out clearly on top - scoring ten out of ten. This pair, sold by the Fitted Boot Store, was the only one to get the perfect ten and valuable praise on a prime time Gok Wan TV show.
Women who have spoken to Watchdog said that they rushed out to buy the boots after seeing Gok's show, or the link to his show which the Fitted Boot Store soon put on their website. Annie Hawker told us that she immediately placed an order after seeing the show. Lucy Kirkbright says she liked the boots she saw on the Fitted Boot Store website, and trusting in Gok Wan, went with the recommendation from his show. Many other women did the same - spending between £90 and £110 for each pair of custom made boots.
The Fitted Boot Store debited customers accounts immediately after their orders were placed, but problems with the company soon emerged.
Some customers, including Kathy Tierney, did receive a pair, but only after months of waiting. It took five months before Kathy was finally sent a pair - in the wrong size. The next replacement pair was even worse with one boot having missing a heel.
While some have managed to get refunds or belated deliveries, others - including many of the 170 who have contacted Watchdog have received neither.
When it became clear that many orders would not be fulfilled, most of the women we spoke to attempted to get refunds from the Fitted Boot Store. Again, most of them are still waiting - bootless and out of pocket.
It is clear that the Fitted Boot Store was overwhelmed after the recommendation on Gok's show, but Watchdog has discovered that series issues with the Fitted Boot Store had emerged many months before the company was mentioned on prime time television.
Eileen Hogg ordered her boots and paid £97 in December 2008 and Jo McGregor ordered hers in January 2009. When their orders were delayed by many months, both requested refunds from the company. Both are still waiting, over a year later, £97 down and without their bespoke knee high boots.
So why was TV's favourite fashion pundit prepared to give them any kind of mention?
A spokesman for Gok Wan's show told Watchdog that:
"We carefully choose businesses and products featuring in our programmes and the Fitted Boot Store was chosen because of the quality of the product and its bespoke service. We understand that following broadcast, the company was unable to keep up with demand leading to serious failures in product delivery and refunds. We're extremely disappointed and very sorry to hear that people have been let down."
The Fitted Boot Store got a ten out of ten on Gok's Fashion Fix. The verdict of those featured on Watchdog is rather different - a unanimous nought out of ten.
Fitted Boot Store Response from Nicholas Riou:
"I tried to sell really nice boots, direct from the factory. As soon as the factory started having problems we stopped taking orders (that was in January). I have tried to refund as many people as possible. I cannot work out who has not had a refund as I can't get onto the system. Anyone who is being featured on Watchdog who is waiting for a refund or hasn't had their boots, I will try and do a refund."
On Thursday 22nd April 2010, Trading Standards were granted an enforcement order under the Enterprise Act in Bristol County Court against Mr Riou. Under the order Mr Riou is required to comply with distance selling regulations. The order only applies to Mr Riou's future business dealings.
For customers who have placed orders and not received goods, replacements or refunds Trading Standards suggest trying your credit card or debit card provider. If they can't help, they suggest you could try and take your case to the small claims court.
The Fitted Boot Store, meanwhile, is no longer trading.
These boots weren't made for walking
One pair of custom made boots came out clearly on top - scoring ten out of ten. This pair, sold by the Fitted Boot Store, was the only one to get the perfect ten and valuable praise on a prime time Gok Wan TV show.
Women who have spoken to Watchdog said that they rushed out to buy the boots after seeing Gok's show, or the link to his show which the Fitted Boot Store soon put on their website. Annie Hawker told us that she immediately placed an order after seeing the show. Lucy Kirkbright says she liked the boots she saw on the Fitted Boot Store website, and trusting in Gok Wan, went with the recommendation from his show. Many other women did the same - spending between £90 and £110 for each pair of custom made boots.
The Fitted Boot Store debited customers accounts immediately after their orders were placed, but problems with the company soon emerged.
Some customers, including Kathy Tierney, did receive a pair, but only after months of waiting. It took five months before Kathy was finally sent a pair - in the wrong size. The next replacement pair was even worse with one boot having missing a heel.
While some have managed to get refunds or belated deliveries, others - including many of the 170 who have contacted Watchdog have received neither.
When it became clear that many orders would not be fulfilled, most of the women we spoke to attempted to get refunds from the Fitted Boot Store. Again, most of them are still waiting - bootless and out of pocket.
It is clear that the Fitted Boot Store was overwhelmed after the recommendation on Gok's show, but Watchdog has discovered that series issues with the Fitted Boot Store had emerged many months before the company was mentioned on prime time television.
Eileen Hogg ordered her boots and paid £97 in December 2008 and Jo McGregor ordered hers in January 2009. When their orders were delayed by many months, both requested refunds from the company. Both are still waiting, over a year later, £97 down and without their bespoke knee high boots.
So why was TV's favourite fashion pundit prepared to give them any kind of mention?
A spokesman for Gok Wan's show told Watchdog that:
"We carefully choose businesses and products featuring in our programmes and the Fitted Boot Store was chosen because of the quality of the product and its bespoke service. We understand that following broadcast, the company was unable to keep up with demand leading to serious failures in product delivery and refunds. We're extremely disappointed and very sorry to hear that people have been let down."
The Fitted Boot Store got a ten out of ten on Gok's Fashion Fix. The verdict of those featured on Watchdog is rather different - a unanimous nought out of ten.
Fitted Boot Store Response from Nicholas Riou:
"I tried to sell really nice boots, direct from the factory. As soon as the factory started having problems we stopped taking orders (that was in January). I have tried to refund as many people as possible. I cannot work out who has not had a refund as I can't get onto the system. Anyone who is being featured on Watchdog who is waiting for a refund or hasn't had their boots, I will try and do a refund."
On Thursday 22nd April 2010, Trading Standards were granted an enforcement order under the Enterprise Act in Bristol County Court against Mr Riou. Under the order Mr Riou is required to comply with distance selling regulations. The order only applies to Mr Riou's future business dealings.
For customers who have placed orders and not received goods, replacements or refunds Trading Standards suggest trying your credit card or debit card provider. If they can't help, they suggest you could try and take your case to the small claims court.
The Fitted Boot Store, meanwhile, is no longer trading.
These boots weren't made for walking