Selfridges refusing to refund £875 shoes- help!

I'm glad OP is sorted now but there is so much incorrect information on this thread I hope no one takes it at face value. Mumsnet is amazing for advice but I'd suggest always double checking things.

Which have an excellent and accurate guide to Returning Goods it covers online goods and goods bought in stores and explains the difference between returning goods that are faulty and those that you just want to return.

I really hate bad advice posts like these.

Of course it’s worth arguing they’re damaged.

OP persevered and got her refund. I wonder if you will be back to admit you were wrong?

@LifeIsJustOneBigWTAF

You know that you can read all the OP’s posts, right? Because then you wouldn’t have had to type all that out. She has the refund.

No they don’t. Online distance selling laws mean you have the right to return something if you have changed your mind.

and just before I get my coat - if I ever did, surely I'd buy them on site so I could make sure they fit well, are the exact colour, etc.- and not on line.

and they cost £900? I know- I was flamed when I made a similar comment on handbags. And yet, I cannot even begin to fathom how anyone can spend that kind of money on shoes, ever. Such an eyeopener.

Well done! Hurrah! It’s so irritating that some shops regard their online sales as separate business, whilst happily letting their customers think they are the same entity etc. Shops should accept online returns, it’s terrible customer service that they don’t. Anyhow, enjoy your wedding!

Great update.

Yup. Plus if the people who used it had a clue about the diversity of life in the so-called third world, they’d stop using it.

Selfridges have always been c**p at returning stuff. DH bought me some JC’s for wedding day - as a gift and not to wear.

I wore them out on out mini-moon a few days later in Vegas. On carpet and the heel stud fell out. I took them straight off and mentioned to a Choo store in Vegas and they could see there wasn’t a mark on them and said it’s a design fault and to return in UK.

They refused and basically I kicked off at them in store, politely of course, but I know consumer law having being a retail manager in my past. They took them to repair which I stated I wasn’t happy with with a brand new pair within 28days and was a fault - not fit for purpose.

they backed down eventually saying it was a goodwill gesture because they’d called JC in vegas and they agreed they’d spoken to me. Lies as there’s loads of stores there and I didn’t state which one.

anyway, they have to accept back within 7 days online - distance selling regulations - state they were received in the same condition sent and you’d like to see photos.

stores can refuse returns due to unsuitability but online can’t.

Such a relief also remember this when buying again I've refused to shop somewhere again due to poor customer service and aftercare the more people who do the more money they lose

Glad you receive the refund!

Fantastic news!

That was our experience. I can't imagine the CEO was ever aware of us at all but it got our complaint to the level of seniority where a decision could actually be made. Whereas the call center staff couldn't act outside of very narrow parameters, even though they clearly agreed with us on a human level, and they weren't allowed escalate the complaint within the company either.

My SIL always does if it she's experiencing issues. It means it goes from the CEO desk to someone else senior and has to be dealt with as the CEO will want an update. It works every time.

Excellent news. Well done 👏 thanks for updating us

I am disproportionately happy for someone I have never met! Absolutely brilliant news and happy wedding day!!!

I would argue that maybe they shouldn’t be selling them online if a minor scratch warrants them non refundable( what is the wording online)? You tried them on which you have every right to do and you were careful. They are being unreasonable. Stick to your guns and keep requesting a full refund. Go to head office if you have to . Good luck .

Great result.

Really sounds like Selfridge needs to have protective stickers on the soles... foolish not to, really.

It's been resolved @LesserSpottedDalmation

I'd just keep going back to them.

Reiterate you followed the instructions (and Point out you did the same with the previous pair - you're aware of how to treat these beauties)

Point out the full story - you bought elsewhere but size wasn't right then you bought other colour in store with them.

Could you threaten to return the others (the ones you want) and say you'll buy them elsewhere as this customer service failure on their part is destroying any loyalty you had to their brand? (If you've worn the ones you want to keep already you could buy them elsewhere and return THOSE to Selfridges instead, b4stards!)

These shoes are known for their soft soles . They don't last at all and always need re sole ing ..

I had a return refused from Zara once and I'd only tried it on for 2 seconds and folded it up again nearly 🙄

It depends on their return policy. Selfridge's return policy says if unused, yes.

Brilliant!😀