Selfridges refusing to refund £875 shoes- help!

This happened to me in 2019. I bought shoes for a wedding, tried them on at home on carpet. I walked up and down the hallway.
Decided they didn't fit and carefully packaged them. Sent back but without looking at the soles.

They refused the return on the basis that the soles were scratched. I think a worn pair had been sent out to me in the first place.

Now I always video opening them and turning the shoe upside down to reveal the sole.
I also look, photograph and video the repacking if I'm returning.

What a pain. Yours were a very expensive pair of shoes.

i would deffo leave bad reviews everywhere you can too - but priority is your cash first here i think.

tweeting etc is fine but honestly paypal claim is the answer here.

Have you looked at the soles of the ones you’re intending to keep to see what condition they’re in? Might give you something to gauge the pictures of the returned ones against. You could also try wearing the ones you’re keeping on your carpet and then inspect the soles. Take before and after pictures, so you can evidence what happens to the soles (without the protective sticker) when you walk on carpet.

I would also question why the shoes came without a protective sticker, if the soles damage that easily, as it clearly makes trying them on impossible, if they are marked by a simple carpet.

OP

Get on Twitter

Tweet that you are waiting for a response and that £875 is a lot of money to be ignored about by a British Institution.

Be RELENTLESS

Where was the sticker?
Where is the evidence of their condition upon dispatch?
Where is the consideration of the fact that they were damaged before you got them? Or by someone handling them?
If they know Louboutin shoes well, they would know that is NOT what a ten minute walk on a pavement looks like.
Where is their CUSTOMER SERVICE?

Tweet tweet tweet. They hate it and you often deal with a completely different set of people who can escalate things via a different channel.

me too - why would they refund if you don't return the goods?

I’ve got my money back with PayPal every single time I’ve needed to. If you’re not willing to return the item they can’t give you your money back - that’s just basic. (I understand why you didn’t want to that’s not PayPal’s fault and PayPal would have been able to refund your outward bound shipping costs).

I returned a chandelier which was damaged in transit on the way back to the shop and the shop refused a refund. I said it was in perfect condition when it left me and the packaging was inadequate compared to other retailers.

Paypal got me all my money back for the simple reason that they had the goods and the money and I had neither.

have you opened paypal claim?

There is no way I would buy something so expensive online!

you have tracking which proves the return? so open case with paypal now. i guess it was credit card? if so, and paypal fails, which it won't; then claim back on your credit card.

This thread is definitely a good lesson in not buying designer shoes online. I have purchased a few and been lucky when having to return them.
OP definitely keep pushing with Selfridges, hopefully they will eventually give in.
If you eventually don’t get your money back, selling them on eBay could be a good idea.
Like others have said, you can tell these Louboutins have not been worn outside due to them scuffing very badly within a few minutes as soon as you do! I believe there’s a service they offer in Paris to make the soles more hardy or something along those lines. I think they did it for Taylor Swifts tour shoes, as she wears Louboutins throughout.

When did you buy them and when did you return them?

give us the exact dates.

Oh no I’d be devastated if this happened to me I’m sorry the stress it must cause you
I hope you can win a refund or sell on at a good price

As long as the company is uk based.

I know. I’m just saying that law that you quoted doesn’t cover everything. Only places that are based in the uk.

Seems like a stealth boast. ''Oh look, I bought seven pairs of shoes'' Do you really wear them out that fast?

IF OP thought she had caused the damage, she wouldn't be posting here.

OP doesn't even know if the shoes were scratched on the base before she received them, as Selfridges haven't sent photographic evidence.

Ask to see a picture of the heel tip...

I bet there's no scuffing or damage to them and there definitely would be if you'd taken more than 5 steps outside

"Looks like they've been worn"...but they haven't and they haven't proven you caused the marks. How do you know the marks weren't caused by putting them on a stapler or biro or paper clip or whatever in the desk in the background of their photo?

You need to push that they need to prove they weren't already in that condition when you received them.

You will win this. Don't negotiate against yourself!

The same thing happened to me, different store, significantly cheaper shoes but really annoying.

Good luck OP!
Have a fabulous wedding and agreed just get them restored and sell on if nothing comes of it. And keep that in mind so don't despair!