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)

She bought another pair in the correct size in store. Very odd thing for someone who caused the damage themselves but didn’t want them anymore to do.

It’s also very strange that the Selfridges shoes don’t have the warning sticker on them like the ones directly purchases from the maker. Concerning in fact.

Wow this thread is really eye opening about Selfridges! I’ve shopped with them for years. I’ve never had any issues at all but it sounds like I’ve been very lucky.
I generally prefer Harrods now because of the reward points. Although Harrods are not without fault either!

I think it's shocking that they won't refund your money. If the soles are so delicate that wearing them on carpet damages them then they shouldn't be selling them online - and how do they get on when people try them on instore?

If they really won't budge I would sell the shoes, you should get a good price so won't have to suck up a huge loss. I would also be contacting Selfridges and telling them how disappointed you are in their customer service, and that you will be telling everyone you know about it (you already have told a lot of people, and it would certainly put me off buying anything from them), and I would also be posting bad reviews wherever I could.

Sorry if this has already been stated (I haven't read every single reply) but on their website it says the warning sticker must still be attached to the sole. Do these shoes have a warning sticker on?

I definitely wouldn't let this go without a fight. Paypal dispute, credit card dispute, letter to Head Office, I'd be kicking up a fuss.

For that kind of money, they should be perfect and if you haven't damaged them then they must have been faulty when they were sent. You have followed all instructions (tried on on a carpet) and if that advice has resulted in the sole getting marked, then that's surely on them?

Good luck, let us know how you get on. I'd be so cross if I were accused of something like this, it sounds to me like a tactic to get out of refunding you!

Paypal will ALWAYS give you back your money.

They are. They aren't "Box fresh" you can see the marks. They can't resell them like that at full price. They shouldn't have sold them to OP like that either. But there's no point trying to argue they aren't damaged.

Selfridges did this exact same thing to me with a pair of Louboutins. Similarly tried on, on carpet, for all of 5 minutes before I decided they were too big. I tried to fight it (I am actually a lawyer!) but they sent them back and my MIL signed for the parcel otherwise I would have probably rejected it and returned to sender.

Based on what, exactly?

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

I'm having a similar thing where than company, can't link post I've just made.

Why didn't you go to small claims court, may I ask?

I’m really not sure that is true?

It's not. It's nonsense.

I ordered a dress from Selfridges last week. It arrived in a crumpled mess. Tried it on and it was so creased, looked like a sack. Sent it back same day, refunded 2 days later. Actually thinking I was lucky, it did look pre worn and they could have blamed me. This is making me think again re Selfridges. Hope they see this thread and things work out for you OP. Is there any way you can refuse delivery?

Crikey 😩

this my concern that they will try and send them back.

Im just hoping I can properly speak to someone in customers services tomorrow- will continue to chase!

did you send them back within 14 days, if you did you have protection and are allowed to test the item as you would if you bought the item in store, check out dsr now cc regulations, if you sent them back past 14 days then its a different matter gov.uk and also solicitors

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

OP's own photos provide the proof, you can see the damage. It's completely irrelevant whether it happened indoors or outside.

I know I'm missing the point entirely but why do CL make shoes with soles that are so fragile? Is it part of showing off wealth if your louboutin soles are still red? Is it the other way around and visible wear is a desirable thing?

Genuine questions as this is waaaay outside of my experience.

This is wrong. If they sold them online or through mail order they have to abide by distance selling rules which state that your right to cancel an order starts from the moment you place your order, and doesn’t end until seven working days from the day after you receive your goods. And if the goods were not received in pristine condition they can’t be returned as such so the onus is on the retailer to prove the customer damaged them.

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.

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

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

Wtf?

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

No thanks, it wouldn't help at all.