Selfridges refusing to refund £875 shoes- help!

@Shoedisastor

You may well have seen this , but seems they can be repaired?

1. The red soles are delicate, how should they be tried on?

I am sure I read a similar story about selfridges and some luxury bracelet, they seem to be notorious for this. Hopefully some of the good advice here will work or you can resell them and we should all avoid using them!

@Shoedisastor Did selfridges photo the soles before sending them out to you?

They could have sent you shoes that had been damaged before they even got to you, and you didn't notice?

@Shoedisastor That really sucks.

I bought a pair of ''Bareback'' waterproof leather wellies {£200} this winter, and was unsure of size.

I too was told to only wear them indoors to keep the sole immaculate- Luckily they fitted, but one can't give then a proper trial indoors.

That red 'paint' for want of a better word- I don't see how you could have scratched them merely walking on carpet? What a total nightmare.

Maybe contacting the manufacturer, and a salutary lesson for anyone buying shoes online where fit is obviously going to be an issue.

I understand totally how gutted you are.

Maybe Louboutin themselves might be able to help?

Good luck getting anywhere with PayPal. I ordered something and was delivered the wrong colour (the colour was important for work) I got nowhere with the company so opened a dispute with PayPal. They wouldn’t give me a refund unless I sent the item back, which would have cost the same amount as the item. I said I am not liable for return postage when I was sent the wrong thing but they wouldn’t budge so then I had to open an action fraud case with my bank against PayPal. Never again!!!!

Sorry you’re having this issue, sounds like Selfridges are being twattish. The shoes look like they are in a saleable condition to me. How do they handle customers trying these shoes on in store? Customers are naturally going to need to walk in them to see if they fit. They might try a few pairs before deciding. Of course the tried-on shoes can still be sold to another customer. How is this different? You could try asking them that question.

If they don’t refund it I should make a hobby out of going to selfridges and trying on Louboutins without buying them. If those teeny tiny scuffs on the bottom are enough to stop them selling the shoes, then you’ll cost them a fortune!

Just for information, you absolutely have the right to return any item bought online.
According to gov.uk
“Online, mail and phone order sales
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.
You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.“

Returns should be in a saleable condition, but given the necessity of trying them and walking in them to to check the fit, its got to be reasonable for selfridges to accept tried-on shoes back when you absolutely clearly have not worn them outside or for any length of time.

The truth is, on first wearing my louboutin outside (first 10 steps or so), they look like that. I can see they were not worn outside but have been worn over something rough.

unfortunately, without your own photos, this is will be hard to argue. However, you might wear them down by not leaving it. Good luck.

Dispute with PayPal!

I don't think the soles look like they've been worn outside

Hi OP there are some differing views here but IMO this is simple.

The Consumer Rights Act 2015 gives you a right to return faulty goods, but these aren't faulty.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 gives you the 'distance selling' rights.

29.—(1) The consumer may cancel a distance or off-premises contract at any time in the cancellation period without giving any reason, and without incurring any liability except under these provisions—

(b)regulation 34(9) (where value of goods diminished by consumer handling);
34.—(1) The trader must reimburse all payments, other than payments for delivery, received from the consumer, subject to paragraph (10). (2) The trader must reimburse any payment for delivery received from the consumer, unless the consumer expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by the trader. (9) If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price. (10) An amount that may be recovered under paragraph (9)—
(a)may be deducted from the amount to be reimbursed under paragraph (1);
(b)otherwise, must be paid by the consumer to the trader. (11) Paragraph (9) does not apply if the trader has failed to provide the consumer with the information on the right to cancel required by paragraph (l) of Schedule 2, in accordance with Part 2.

In addition, note that you are subject to Selfridges own terms, which might increase these rights:

13. Returns Policy 13.1 Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us so they are in a saleable condition. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.

never used Selfridge's for louboutin orders. I always prefer ordering from the boutique itself.

I also see many people pointing fingers at Selfridge's and how this is their MO. Never had issues when I returned mine which I clearly tried on to choose the right size as their sizes differ from style to style.happy?

I'd absolutely dispute this. They need to prove you caused the damage.

I would write to them saying the shoes were tried on carpet only and returned in the same condition they were received in as you didn't like the colour. I'd also point out that you bought a different pair from their own store instead

It might be worth posting this on a consumer rights forum.

What’s the point of your post?

no comment. have bought all 7 pairs of louboutin online but direct from louboutin in one year. I even ordered same shoes in 2 different sizes, so I returned one pair. always tried on my pristine carpet and only in them for less than 5 mins.

only bought my first ever louboutin in person.
gorgeous shoes.

are you sure you didn't cause the damage?

£900 and they soles are ruined after one wear on hard floor??

Misses the point of thread

In fact I just googled the article again and in the comments below someone describes an identical problem with Selfridges and Louboutins. Don't give up OP.

They are obligated to provide a refund under the Sale of Goods Act. When you make a purchase you enter a contract, you have the legal right to “cancel” this contact (which usually means returning the goods” within 14 days. Even if there is no fault. (lawyer here)

I haven't read the full thread but this sounds a lot like a case I read about in the consumer help section of a paper where someone bought a Cartier love bangle for £5k ish online from Selfridges and needed to change for a different size iirc. They found "damage" on that and refused to refund. I think the moral of the story is don't buy high end things like this online- the stakes are too high.

They must be cracking down on people trying to wear them for a party then get a refund or something.

Don’t let this lie. Twitter, write to the CEO, try Resolver, Retail ombudsman, Citizens Advice, ultimately go to small claims.

Totally off topic but I just worked out I'd have to work 76 hours to afford those shoes.

A few years ago I bought a pair of Patrick Cox shoes, basically gold high heel, diamanté on gold straps, stunning on but the diamanté on the straps almost immediately started coming off after just one wear out one evening.

I’d bought them from a designer boutique called Question Air in Dulwich Village and when I tried to return them - as being faulty - I think the most I got out of them was that they’d return the shoes back to Patrick Cox, which they did, for them to be returned. This was back in early 00s and they cost something like £300 then. My then boyfriend who shopped regularly in designer shops (I did too, I had the money then and it was important to me!) was furious and thought I should’ve got a refund.

When I bought a pair of cream sandals from LK Bennett and changed my mind about them (despite spending hundreds of pounds there) I was offered only a credit note and didn’t return to shop there (or not for a few years anyway!).

My best friend at the tIme was a legal executive and always quoted Sale of Goods Act at shops when she returned a top she’d worn once, and made out it had a fault with it, (yes, I know that’s naughty!), I never dared to try that trick.

Even though I did buy or was bought designer shoes in future it taught me a lesson that not all items are perfect simply because they’re designer and cost more and sometimes like it seems in this case they send out an ex display or already worn shoes to people and hope they won’t notice!

I’d escalate this, Trust Pilot, Resolver (they resolved a Cafe Rouge dispute I had) and even my DM after being missold an EE plan got compensation and an escalation to executives office as she wrote a letter and emailed them to complain.

The big companies think you won’t dare to complain.

Go after them OP and good luck.

If you bought them within the last 14 days you're covered by the Consumer Contracts Regulations 2013 regardless. If they persist, just say they arrived in that condition; it makes no difference either way because they still have to give you your money back. They also have to cover the delivery return fee.

Yes that’s what the OP said £875. Your point?

I agree with all others - open a dispute. I’d be pushing for audited proof that each item is checked prior to packing - I guarantee they will be unable to supply this. Therefore they cannot prove that the scratch wasn’t there prior to them sending out to you

Worst case you will have to sell on - but you will get back most of your money

To be fair I have avoided Selfridges for a while now - their staff are possibly the rudest I have ever encountered

If shoes can't be tried on indoors without being damaged, I'd say they are not fit for purpose.