Selfridges refusing to refund £875 shoes- help!

[Shoedisastor]

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)

It’s hard to judge as are the soles damaged? If so then yes, unfortunately you’ll need to accept them back.

It’s a lesson learned when making big purchases to try before you buy

I’d ask them to send me pictures of them.

Have you got any photos / have they shared any photos of the damage?

I often find brands can be difficult about returns - you often have to push back!

I have asked for images, currently in discussion with them. If I can send images on here I will

Foolishly I didn’t inspect them in great depth before I packaged them but as I say I only tried them on for a matter of a minute on my bedroom carpet. It may be on me but I can’t help but feel absolutely gutted. Images attached. I can see that they aren’t perfect. I am baffled as to how I could have caused any damage trying them on carpet. I tried them on exactly as I did with the first pair I returned. They may have arrived to me like that and I should have noticed. This could be a case of me having to learn a very expensive lesson. Gutted!

I think just keep following up with them. If you're sure you sent them in the same saleable condition they arrived you'll just have to maintain that, ask what next steps are and push through with them. Have you checked their online return policy to refer to? And did you take any pics before sending?

Can they prove what the soles looked like before you tried them on?

Those photos do look as if the shoes have been worn on something other than carpet.

I have asked for images of them before they were dispatched. They haven’t responded. I should have inspected them, filmed them and documented their every inch before they left me. I have learnt that lesson now. I am gutted. Still in conversation with them but I can’t see that they are going to budge.

I would fight the fuck out of this.

The burden is on them to prove you caused the damage and you didn't receive them like that.

Alternatively, beat them to the punch and say the damaged soles are WHY you are returning them. Not as described blah blah blah. One quick mention of small claims and they'll back down. I'd also show that you bought another pair from Selfridges so you're a) a legit customer who doesn't take the piss and b) unlikely to have worn the returned pair out one day for a cheap thrill and then, what, goes and buys another pair?

Depending on which tactic, you can quote their competitors eg Net a Porter who don't ask for "untouched soles" when returned, just that you try them on indoors/on carpet

Also, I'd fight them on AmEx disputes (or whatever other credit card you used)

They definitely look as though they have been tried on, I can see that. But I tried them on indoors, on carpet. As I did the previous pair that I sent back to flannels with absolutely no issues at all.

Thanks for advice so far.

I very rarely treat myself to something so expensive! Massively regretting that now.

I bought them with PayPal

Open a dispute with PayPal.

Fight it OP - say they arrived like and wouldn’t have been damaged by you. Don’t accept blame. Ask them to prove it was you.

Did they send these pics? Are they saying you've work them outside or are they saying they look worn inside?

This isn’t true

They only have to accept returns if faulty

The onus is on the OP to return in pristine condition

I had this exact problem with Louboutin's, again purchased from Selfridges online. In the end I just kept the shoes, gutted I didn't follow the dispute all the way as they are now sitting beautifully wrapped in my wardrobe for the last 2 years!

Ah, never mind. PayPal buyer protection doesn’t cover change of mind - that is between you and the seller.

Probably very little consolation but if they won’t accept the return and refund you then you could get a good price on Vestaire or HEWI.

I actually had this exact thing happen with net a porter, a pair of £900 shoes they insisted I damaged when I returned them (i also briefly tried them on indoors, very carefully I though!). It took a lot of emailing emailing back and forth but I eventually got them to agree to a credit note for the full amount, which I put towards some shoes I actually kept. I did say to them that if the soles are that fragile they need to cover them with something and not make this our problem.
Since you paid with PayPal, just open a dispute and they’ll almost certainly find in your favour.

Not true.

OP, I would fight this. I wouldn’t say that you are returning them because of the damaged soles (changing your story never helps) but you can say you didn’t inspect the soles because you knew you were returning them. Raise it with PayPal, credit card and Selfridges legal dept.

Ridic - the soles do mark like that, the red is meant to be worn off. It does, fast. Poor OP.

OP, have you called Louboutin in Paris? They’ll tell you how leather behaves. https://eu.christianlouboutin.com/uk_en/contact/

Have an excellent wedding. Bet you look lovely.

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.

You'll have to sell them on, someone will buy them. At least you have your wedding shoes sorted. How annoying though. It'll certainly make me check goods bought online on arrival before trying on. You poor thing.