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)

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.

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

Ask your bank for a chargeback

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.

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

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

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?

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.

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.

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!!

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.

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

Emporers new clothes!

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.

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.

lol

Your jealousy is palpable and embarrassing.

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

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!"

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.

Do you see what I mean about refusing the parcel if they try to return them? It’s really important if they try and pull that one.

When you are talking to them please remember that the Consumer Rights Act trumps their terms and conditions. And also that they should have drawn your attention to the soles if they are unusually delicate

What damage?

I so hope you get the money back - £875!! You must be going crazy. I've just risked £65 on a pair of shoes from Vinted and and am feeling that sick, jittery, 'what if something goes wrong in transit' thing. For not far off £1000 I'd be having a fit. If they don't give in, hopefully they'll at least send them back to you? You could probably get £400-500 on Vinted, idk?

I can't understand why, for that amount of money, the sole isn't more durable. A £10 pair of shoes can stand up to being worn outside for weeks. Why can't a £900 pair last for 5 minutes on carpet. Appalling design flaw.

Exactly what I said! I’ve ordered from
a few online designer shops (Flannels mytheresa etc) but never department stores, mostly when I’ve gone to Selfridges online website the item is out of stock so I’ve never bothered though I think I did order something from Fenwicks and John Lewis.

I’ve never had issues with any of these but if I did I’d kick up a real stink. In my case when I mentioned re my cafe rouge incident with resolver that I worked for Government Legal Department (I didn’t say what I did there!) they immediately escalated it and got it refunded and resolved. Shouldn’t have to do that.

@Shoedisastor When I got my Louboutins in France they came with a warning sticker on the sole. The shop were very clear that if this is removed they will not accept a return.
I would have thought this was the standard everywhere as the Louboutin brand are very choosy who they entrust to sell their merchandise!

Sorry if this has already been mentioned OP!