based on his
February 2020, in need of some new waterproof shoes for
walking my dogs alongside the canals and River Salwarpe, I splashed
out on a pair of Ducan Low GTX shoes from Mammut. The model
name was almost mine, and the Dark Zion colour [almost orange to
you and me] took my eye. A bit expensive, but over the years I’ve
owned 3 Mammut waterproof jackets [the last of which was also
purchased online directly from Mammut - and yes, also orange!.]
Really comfortable, 100% waterproof, and Lola and Charlie were
pleased to be seen out with me wearing my orange shoes too.
Walking through the reed bed meadow early one morning in August
following a night of heavy rain, I detected a dampness in one of my
shoes. During the COVID lockdown I’d walked more often than
normal, but these shoes were still barely 6 months old and I didn’t
Once I was back home, I investigated further and found that in a
couple of small areas, the soles had worn through. Perhaps this had
damaged the waterproof membrane and responsible for my damp
I contacted the good people in Mammut UK’s Customer Service
team who requested some photos of the problem, and I sent them
the 3 images you see below. The first shows that the shoes have
been well cared for, with the second and third highlighting the
Mammut then sent me an RMA Number and the address to ship
them to at my own expense.
On their wbsite, Mammut state: “The warranty period extends to 24
months or in the event of commercial or professional use to 12
months. The warranty period starts running at the time of purchase
by the first end customer.”
In response to my email, Mammut replied:
“We can appreciate that this might not have been the outcome you
were hoping for.
However LSR are our footwear assessors and their assessment has
been that the damage has been caused by over supination.
They have decades of experience with footwear, they know boots
inside out. We use LSR because of both their experience and
honesty when it comes to assessments.
In this case we are unfortunately going to have to side with LSR
and agree with their assessment. As such there is not a huge
amount more we can do for you in this situation. Our warranty is
subject to excessive wear and tear, as stated previously.
LSR are well aware of consumer law, as are we, and they are
adamant that your boots fall outside of our warranty policy.
Once again we apologise for the outcome.
So there we have it. Mammut have washed their hands of my worn-
through Mammut walking shoes that are only 6 months old claiming
that they have excessive wear and tear, from walking the dogs, not
attempting Ben Nevis or Snowdonia. I even offered Mammut the
option of replacing them with a different model/colour, so long as
they were waterproof - after all, there’s no point having another
pair of the same if they only take 6 months to wear the sole out.
And just for the sake of completeness, here are some photographs
my over 12 month old Asics running shoe heels - in June alone, my
Nike Running App recorded a total distance of 164.8km!
my over 12 month old work shoes
my three Mammut coats, proving a loyalty to the Mammut brand
that is now sadly eroded - like my Mammut shoes, but not my Asics
or my Clarks!
Just discovered that I’ve left the Orange Mammut coat [which
I purchased on-line from Mammut] at my son’s house last
No unusual signs of any ‘over supination’ with either my running
shoes or work shoes, both of which are well over 12 months old.
Great customer service shouldn’t be about the
small print or the Consumer Rights Act 2015,
it’s about treating [loyal] customers right.
A couple of weeks later I chased Mammut, only to be told that as a
result of Covid, returns were typically taking around 3 weeks after
receipt before being opened. And then, without any warning, I got
notification from FedEx that a parcel would arrive the next day,
and when it did there were my original shoes with a letter stating
“The wearing out of the heels and also the outer edges of both
soles would suggest that this is caused by over supination and
normal wear and tear rather than any fault with the footwear.
I am therefore sending them back to you as not faulty.”
By email, I then challenged Mammut with the following:
I’m 58 years old, been playing sport and walking all my life, and I’ve
never had any shoes wear out in this way before. My Asics running
shoes, over 12 months old, nor my work shoes, also over 12 months
old, do not show any similar exaggerated wear on one part of the
sole. I offered to send them photos.
They also confirmed above that they are not faulty, but worn due
to normal wear and tear.
That’s interesting, as Mammut give a 24 month warranty so you
might be lulled into thinking that under normal wear and tear
conditions, we might expect a Mammut product to last 24 months
A SWISS PREMIUM OUTDOOR BRAND SINCE 1862