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Original poster

Selfridges refusing to refund £875 shoes- help!

494 replies

Shoedisastor · 01/05/2024 11:14

I ordered a pair of Louboutins on selfridges online to wear for my wedding day. This is the second pair I’ve ordered online. The first were from flannels. Ordered them tried them on, on carpet, way too big in size so I sent them back and they refunded me a couple of days later. They didn’t have the size down in stock but Selfridges did so I ordered from there. They came I tried them on, again on carpet and didn’t love them on me so took them back to the Selfridges store. The staff were really helpful and suggested I try them on in a different colour and I loved them and asked to exchange mine. They said since my shoes were an online purchase they need to go back online. Since it was only 2 weeks till my wedding I bought the new pair in store (as the tailors need me to be wearing my shoes for the final fit of my suit) and I repackaged my shoes and sent them back to Selfridges. A few days later they’ve contacted me to say they’ve rejected my return as the shoes are damaged (red sole). Ive emailed back (and called) and explained that I only tried my shoes on carpet and sent them straight back! I packaged them up in their original packaging, dust bags and packing intact exactly as they arrived to me. As I did with the first pair I returned. They were pristine when they left me. Am I going to have no choice but to accept these shoes back? (That I won’t wear and don’t suit me)

OP posts:
Thread gallery
12
Mirabai · 02/05/2024 09:39

Muthaofcats · 02/05/2024 06:39

this Wasn’t my experience unfortunately.

once dominos didn’t deliver a pizza, they admitted they hadn’t, said they’d refund then just never did. After endless attempts to call where they’d say they were just about to refund over and over, it became clear they were total frauds and had no intention. Raised with PayPal who said they couldn’t help and tried v hard to pursue and ended up having to just suck up the loss (luckily only £30!)

Learned a lesson not to use PayPal whenever I could avoid and certainly not for big purchases.

Show quote history

Surely the lesson is not to use Domino’s? PayPal has always got my money back for me. And if I didn’t use them, my credit card has. The next step would have been your credit card: goods not received.

CandiedPrincess · 02/05/2024 09:13

LOL @DragonGypsyDoris That could apply to anything. Kids are always starving and have been since the dawn of time.

"Don't talk about your holiday, kids are starving!"

MsLuxLisbon · 02/05/2024 08:41

DragonGypsyDoris · 01/05/2024 23:56

Kids are starving, and you're posting about £875 shoes. Not classy.

OMG. I'm actually surprised that I didn't see a comment like this until 12 pages in. Don't be fucking ridiculous.

LittleCharlotte · 02/05/2024 08:39

DragonGypsyDoris · 01/05/2024 23:56

Kids are starving, and you're posting about £875 shoes. Not classy.

Your jealousy is palpable and embarrassing.

FakeMiddleton · 02/05/2024 08:00

DragonGypsyDoris · 01/05/2024 23:56

Kids are starving, and you're posting about £875 shoes. Not classy.

lol

Rosscameasdoody · 02/05/2024 07:19

eise · 02/05/2024 04:22

It's actually true if you know anything about online retail and paypal. It's irrelevant what you believe anyway. OP should just make her claim and wait for her positive outcome. If she paid via PayPal as a business transaction Paypal will always refund.

Show quote history

Paypal don’t always refund. When you claim under their customer protection they open a case and the retailer to respond to the complaint. The outcome depends on who they agree with. If Selfridges stick to their assertion that OP has returned the shoes damaged, and have photographs to that effect I doubt PayPal will help. I’ve made a couple of claims in this way and had them rejected because the issue couldn’t be proved one way or the other.

Justsomethoughts · 02/05/2024 07:13

HulaChick · 02/05/2024 06:34

I know this isn't the point of tge thread but what is the point of having the red soles if they basically get ruined when you wear them outside? For that amount of money, sounds a bit crappy if you then have to pay to get them repaired. For 'designer' shoes, doesn't sound like they've been designed very well!!

I think as someone else said upthread, the point is that the red soles look intact at all times, signifying that you are too posh to need to walk outside and take taxis everywhere or can afford to replace shoes often enough that they never look used.
I had a pair once and realised quickly that they were too high maintenance/I couldn’t walk in them and they looked tatty too quickly for my liking. They are beautiful shoes though!
I think some people invest in clear sole protectors or have the soles repainted.

bloodyplumbing · 02/05/2024 07:09

HulaChick · 02/05/2024 06:34

I know this isn't the point of tge thread but what is the point of having the red soles if they basically get ruined when you wear them outside? For that amount of money, sounds a bit crappy if you then have to pay to get them repaired. For 'designer' shoes, doesn't sound like they've been designed very well!!

They've got a posh name......

Emporers new clothes!

Muthaofcats · 02/05/2024 06:39

eise · 01/05/2024 22:16

Paypal will ALWAYS give you back your money.

Show quote history

this Wasn’t my experience unfortunately.

once dominos didn’t deliver a pizza, they admitted they hadn’t, said they’d refund then just never did. After endless attempts to call where they’d say they were just about to refund over and over, it became clear they were total frauds and had no intention. Raised with PayPal who said they couldn’t help and tried v hard to pursue and ended up having to just suck up the loss (luckily only £30!)

Learned a lesson not to use PayPal whenever I could avoid and certainly not for big purchases.

HulaChick · 02/05/2024 06:34

I know this isn't the point of tge thread but what is the point of having the red soles if they basically get ruined when you wear them outside? For that amount of money, sounds a bit crappy if you then have to pay to get them repaired. For 'designer' shoes, doesn't sound like they've been designed very well!!

eise · 02/05/2024 04:22

StarlightLime · 01/05/2024 22:28

It's not. It's nonsense.

Show quote history

It's actually true if you know anything about online retail and paypal. It's irrelevant what you believe anyway. OP should just make her claim and wait for her positive outcome. If she paid via PayPal as a business transaction Paypal will always refund.

eise · 02/05/2024 04:20

Clafoutie · 01/05/2024 22:26

I’m really not sure that is true?

Show quote history

It's very True. Why does it matter what you believe anyway other than the fact she has to claim her refund via PayPal and wait for the outcome.

Gagaandgag · 02/05/2024 04:01

A long shot but do you think you could have got those marks from the carpet? Look like small sharp bits of dirt. Maybe you hadn’t hoovered?

slore · 02/05/2024 02:44

Worst case scenario, at least you can sell them as unworn on eBay or Vinted. You'll probably get a few hundred back.

weeks112 · 02/05/2024 02:05

demand a refund im sure you said the item arrived like that you can threaten them with a paypal refund using the reason code item not as described, it is selfridges fault for selling them online, they have to take the hit customers have every right to try on the shoe, i mean you do in store right, selfridges wouldnt stand a chance in SC Court dont be bullied by em show them your other invoice that you purchased the right size in store and demand a refund, law is on the consumers side, you will get your money back look forward to yer big day

5YearsLeft · 02/05/2024 01:07

Shoedisastor · 01/05/2024 11:49

Those are images they have sent to me since they have inspected my shoes.

I have read similar stories about red soles since this has happened. Didn’t do my homework before but foolishly never foresaw this an issue.

I didn’t inspect the shoes, as previous posters have said I didn’t feel the need. It didn’t cross my mind. My main concern was the fit. They may well have had those small marks that they have photographed when they arrived to me. I have no way of knowing.

But i tried them on carpet (which it suggests on a card in the box) and repackaged them perfectly as they arrived. I can’t see that I could have done anymore.

So this is THEIR fault for telling you to try them on carpet. I mean, you basically have to try them without ever stepping on anything if you want no marks on the red, as it’s meant to wear off. And you already have someone else on this thread who says they had the EXACT same problem with Selfridges and those shoes so you know you’re not alone and this is a thing. Don’t give up.

Buttonmoon92 · 02/05/2024 00:36

Shoedisastor · 01/05/2024 11:14

I ordered a pair of Louboutins on selfridges online to wear for my wedding day. This is the second pair I’ve ordered online. The first were from flannels. Ordered them tried them on, on carpet, way too big in size so I sent them back and they refunded me a couple of days later. They didn’t have the size down in stock but Selfridges did so I ordered from there. They came I tried them on, again on carpet and didn’t love them on me so took them back to the Selfridges store. The staff were really helpful and suggested I try them on in a different colour and I loved them and asked to exchange mine. They said since my shoes were an online purchase they need to go back online. Since it was only 2 weeks till my wedding I bought the new pair in store (as the tailors need me to be wearing my shoes for the final fit of my suit) and I repackaged my shoes and sent them back to Selfridges. A few days later they’ve contacted me to say they’ve rejected my return as the shoes are damaged (red sole). Ive emailed back (and called) and explained that I only tried my shoes on carpet and sent them straight back! I packaged them up in their original packaging, dust bags and packing intact exactly as they arrived to me. As I did with the first pair I returned. They were pristine when they left me. Am I going to have no choice but to accept these shoes back? (That I won’t wear and don’t suit me)

Ask your bank for a chargeback

TodaysNameIsBoring · 02/05/2024 00:35

DragonGypsyDoris · 01/05/2024 23:56

Kids are starving, and you're posting about £875 shoes. Not classy.

Maybe you should go away and help them rather than fannying around being snippy to people on Mumsnet

Turkey98 · 02/05/2024 00:14

You don't have to prove anything, just thank them for confirming that the condition you received them in were considered damaged, and that you now expect to receive your refund.

StarlightLime · 02/05/2024 00:01

DragonGypsyDoris · 02/05/2024 00:00

If it helps, I could explain what I mean using shorter words.🤦‍♂️

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No thanks, it wouldn't help at all.

DragonGypsyDoris · 02/05/2024 00:00

StarlightLime · 01/05/2024 23:57

Wtf?

Show quote history

If it helps, I could explain what I mean using shorter words.🤦‍♂️

StarlightLime · 01/05/2024 23:57

DragonGypsyDoris · 01/05/2024 23:56

Kids are starving, and you're posting about £875 shoes. Not classy.

Wtf?

DragonGypsyDoris · 01/05/2024 23:56

Kids are starving, and you're posting about £875 shoes. Not classy.

WalkingaroundJardine · 01/05/2024 23:38

StormingNorman · 01/05/2024 23:13

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

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I started to reply but went off into different tangents. Sorry, just ignore haha!

Mavenss · 01/05/2024 23:32

BPquestion · 01/05/2024 22:22

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

But not this brand for some reason.. It actually says that on the Selfridges website!

Shoes where you need to look after the soles so much is quite bizarre. Such a gimmick, seems to work though.

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