Selfridges refusing to refund £875 shoes- help!

This is wrong. If they sold them online or through mail order they have to abide by distance selling rules which state that your right to cancel an order starts from the moment you place your order, and doesn’t end until seven working days from the day after you receive your goods. And if the goods were not received in pristine condition they can’t be returned as such so the onus is on the retailer to prove the customer damaged them.

I know I'm missing the point entirely but why do CL make shoes with soles that are so fragile? Is it part of showing off wealth if your louboutin soles are still red? Is it the other way around and visible wear is a desirable thing?

Genuine questions as this is waaaay outside of my experience.

OP's own photos provide the proof, you can see the damage. It's completely irrelevant whether it happened indoors or outside.

Did you mean to reply to me? Your reply doesn’t have anything to do with what I wrote.

did you send them back within 14 days, if you did you have protection and are allowed to test the item as you would if you bought the item in store, check out dsr now cc regulations, if you sent them back past 14 days then its a different matter gov.uk and also solicitors

I ordered a dress from Selfridges last week. It arrived in a crumpled mess. Tried it on and it was so creased, looked like a sack. Sent it back same day, refunded 2 days later. Actually thinking I was lucky, it did look pre worn and they could have blamed me. This is making me think again re Selfridges. Hope they see this thread and things work out for you OP. Is there any way you can refuse delivery?

It's not. It's nonsense.

I’m really not sure that is true?

I'm having a similar thing where than company, can't link post I've just made.

Why didn't you go to small claims court, may I ask?

Of course the most galling thing is that the staff were wrong. Online Selfridges purchases can be returned and refunded in store!

Based on what, exactly?

Selfridges did this exact same thing to me with a pair of Louboutins. Similarly tried on, on carpet, for all of 5 minutes before I decided they were too big. I tried to fight it (I am actually a lawyer!) but they sent them back and my MIL signed for the parcel otherwise I would have probably rejected it and returned to sender.

They are. They aren't "Box fresh" you can see the marks. They can't resell them like that at full price. They shouldn't have sold them to OP like that either. But there's no point trying to argue they aren't damaged.

Paypal will ALWAYS give you back your money.

Sorry if this has already been stated (I haven't read every single reply) but on their website it says the warning sticker must still be attached to the sole. Do these shoes have a warning sticker on?

I definitely wouldn't let this go without a fight. Paypal dispute, credit card dispute, letter to Head Office, I'd be kicking up a fuss.

For that kind of money, they should be perfect and if you haven't damaged them then they must have been faulty when they were sent. You have followed all instructions (tried on on a carpet) and if that advice has resulted in the sole getting marked, then that's surely on them?

Good luck, let us know how you get on. I'd be so cross if I were accused of something like this, it sounds to me like a tactic to get out of refunding you!

I think it's shocking that they won't refund your money. If the soles are so delicate that wearing them on carpet damages them then they shouldn't be selling them online - and how do they get on when people try them on instore?

If they really won't budge I would sell the shoes, you should get a good price so won't have to suck up a huge loss. I would also be contacting Selfridges and telling them how disappointed you are in their customer service, and that you will be telling everyone you know about it (you already have told a lot of people, and it would certainly put me off buying anything from them), and I would also be posting bad reviews wherever I could.

Wow this thread is really eye opening about Selfridges! I’ve shopped with them for years. I’ve never had any issues at all but it sounds like I’ve been very lucky.
I generally prefer Harrods now because of the reward points. Although Harrods are not without fault either!

She bought another pair in the correct size in store. Very odd thing for someone who caused the damage themselves but didn’t want them anymore to do.

It’s also very strange that the Selfridges shoes don’t have the warning sticker on them like the ones directly purchases from the maker. Concerning in fact.

It’s eye opening about Selfridges - speaks volumes about their business values.

I’ve bought from Netaporter and Matches online and never had this problem.

So glad I don't shop with them and hope this thread goes viral

I can’t actually see the issue in the photos? They definitely don’t look worn?

I found selfridges to be really tricky and crap customer services too - I ordered an expensive package of clothing which was shown as delivered but nowhere to be seen.

I called and queried it and they told me it was for me to raise a dispute with the courier rather than them (not legally true). I did and the courier rang me to say it had been delivered and couldn’t say more. I rang selfridges again and again they said until I’d raised a formal dispute with the courier company they would do nothing.

eventually I found the package (left in a bin!) which I did not consent to so didn’t need to pursue.

But selfridges total lack of regard for the law (the responsibility remains with them until delivered unless you opt for delivery to a ‘safe place’ which I hadn’t) and refusal to help me really put me off ever ordering from them again.

Tbh after this thread I really think they will be selling less of these!

I had similar with a lost mobile of mine somewhere very public - they were trying to tell me it wasn't there when I could see it was on locate my device. Someone in their lost property dept then tried to get me to send the PAC code, presumably so they could sell it on! I complained to their HO as someone was clearly doing this with purpose. I got it back 2 days later.

I guess it must be tempting if expensive things are sent to you daily to try your luck? Horrible to have to prove and fight for it though.

But they’e not damaged, so the shop needs to prove what is wrong with them that a non discerning party can’t see.