Selfridges refusing to refund £875 shoes- help!

Terrible customer service. The soles look fine to me. They're very cheeky.

It’s on the seller to prove for the first 6 months. Then after 6 months it’s on the buyer to prove. So in this case the seller must prove that they sold these in pristine condition.

I've had amazing success with emailing CEO at John Lewis with a phone dispute - sorted within hours. Also had to go to Financial Ombudsman with windscreen dispute with Direct line - took time but also won!

To add to my earlier post, the fact that you bought a second pair of shoes from Selfridge's and are keeping them adds weight to your claim IMO.

Really tough but sometimes just have to keep fighting. Stick with your story - if the shoes weren't properly inspected (or came in sealed packages) before being sent to you then they have no way of proving you have damaged them. Sometimes a public shaming (Trustpilot or similar) works wonders.
If the soles are so delicate they need to come with a protective covering or very clear labelling.
Equally those shoes look slightly 'dented', if they had been worn anywhere other than carpet they'd surely be scuffed? Can't really figure how that damage was done?! Weird!

I bought a pair from Selfridges last summer and they definitely had the clear sticker on them
so It’s weird that the pair you bought don’t have them

875 sheets for a pair of shoes?

open case with paypal not as described and provide tracking and escalate

What a horrible thing to happen at that price !

I have no advice re returning but I would say in worst case scenario try to put them on eBay or something you might get a bit less - a few hundred maybe - but it’s better than being £875 out of pocket

I suppose you have nothing to lose by trying one of the suggestions others have made.

Unfortunately the behaviour of others who claim refunds after use perhaps has led to a stricter policy.

I’d communicate again reiterating not to return the shoes to you and enclosing both a photo of your new shoes plus receipt and saying in store would’ve accepted an exchange if the originals hadn’t been purchased online. You’ve paid out for a suitable second pair in good faith and followed instructions for trying on to the letter. Emphasise that the return is in the same condition it was received by you, the shoes are for your forthcoming wedding, not for general wear.

Worst case scenario, you can probably recoup at least 90% of the retail price on Vestiaire.com. That said, I agree with everyone that says you should push for a full refund.

It's terrible marketing. It has certainly put me off buying anything from them.

Why soemd that amount if money in shoes that scratch so quickly?

Why not try to sell them on and at least get some of your money back?

Open a dispute through PayPal- PayPal are excellent for helping resolve issues.

I would lie and say they had these marks when you received them though.

I think I would argue that they were not of satisfactory quality if you could damage them irretrievably by trying them on on carpet, and demand a refund under the Consumer Protection Act

To be honest, I used to work in retail and I’d fight this if I were you. You are allowed with online purchases to inspect them as you would be able to in store so trying them on is fine. Trying them on shouldn’t cause damage, but that works both ways. If they are saying that trying them on was enough to cause damage then perhaps that’s indicative of a quality issue. All of which forms a judgement which might lead a buyer to return the item after inspection

The other angle you have is that you are returning the item in the same condition you received it in, and any damage was the same on arrival.

both are similar arguments that you are ultimately returning shoes as unsuitable.

It's really getting to the point where buying online isn't worth the hassle anymore in my opinion, and if I weren't disabled, I'd go back to shopping in town. To be on the safe side, you need to be in and watching out of the window from the day after you place an order, until it's delivered into your mitts, as turn your back for a minute, and they've put a card through the door saying unable to deliver, or you get a message saying they've delivered, but you can't find it. However, they've managed to take a photo of it on your doorstep (or possibly someone elses), and then some bastard follows the van, and nicks the parcel before you've had a chance to open the door. If you should manage to get through this stage, you then have to film yourself opening the parcel, to ensure you can prove that you've actually received, (or not), what you were supposed to have, and then, after OP's experience, it seems you now have to photograph or video every little part of the item you've ordered as you get it out of the package, and before you use it, or try in on, in case it needs to go back. Then if you don't like it, or it's damaged, you need to video yourself re-packing the parcel, and sealing it up, before you can send it back. Oh, and of course, if it's collected, perhaps we should be taking a photo of us handing it to the collector, to ensure we have proof of who we gave it to! What happened to online shopping being easier???

Sorry, went off on one there, but I do hope you'll be able to get your money back OP, and if not, that you are able to put this experience behind you, and enjoy your wedding. Hope all goes well.

I am so sceptical of the emailing a CEO thing, but I tried it recently after a lengthy dispute with a car manufacturer and had an answer and repair for free within about 3 days. I actually cried when the woman rang to say it would be fixed at no cost, and I didn't even have to go through the whole (2 year) saga again with her.

Make notes of everything - the conversation in store, every date you've had contact about them.

Give them one more chance to escalate and then send a detailed email with the dates and linking to their policies and the legal links others have provided on this thread.

Maybe your best bet is to try and get a refund through PayPal or your credit card company.

Read her OP - One pair was bought in Flannels and returned no issue, Second pair bought on line on Selfridges and they are the ones refusing them, last paid was bough in shop

I thought the other ones were from Flannels? So they wouldn’t know

Definitely, and it’s a lesson learned. I even take pictures of my £3 parcels from Vinted 😂 however for now, unless selfridges specifically told the customer they need to photograph prior to returning something they are on just as much onus to prove the damage wasn’t caused by themselves.

For high value items take photos/video before returning