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)

I’ve got a pair of LouBous which I’ve never worn out (gift from an ex) but they’re similar on soles to those. Eg worn on carpet. I always found them uncomfortable.

It sort of put me off ever buying another pair if the red sole damages or marks that easily.

I could’ve sworn that a friend of mine posted pics of her out and about with hers with pristine red soles albeit only from
car to bar, but this was a good 15 years ago so maybe quality has gone down since then?

Gosh

You must be very busy, policing all the threads you believe to be distasteful while people are going hungry

@Shoedisastor
any news?

No response to my last two emails.

calling customer services comes up fruitless as they say the returns department is seperate and just apologise and explain there is nothing that they can do, but I should respond to the original email address with any questions- and get ignored.

I’ve forwarded the email chain to an email address someone added to this thread which I think belongs a senior person/ceo. I’ve explained my last two emails went unanswered as well.

it feels as though as they are going to continue to ignore me and likely try and send them back to me.

Stressful! We get married very soon and this is all I can think about!

Ok try to keep it in perspective: yes it's a lot of money but you are guaranteed to get at least most of that money back if you resell. Nobody has died, you're entitled to treat yourself, your wedding is going to be fabulous regardless of this. All will be ok.

Can you go back into the store? I think you'd have more luck dealing with a human in person especially if it's one of those who served you previously.

You can report the unanswered emails to PayPal. Keep the email chains. These are your attempts to resolve the issue. They are ignoring you.

PayPal won’t get involved in a ‘changed my mind’ issue. That is between OP and selfridges.

Its not change of mind they don't fit and under law you are allowed to return online orders for this reason.

They definitely won’t!
Ordered a silk bedspread from India, it was delivered to an army camp 18 miles away and signed for by someone with illegible writing, definitely not me.
The photo of the apparent delivery site was a doorway.
Paypal didn’t want to know.

Exactly what I was just thinking. They clearly haven’t been worn. It looks like they’ve been pushed against something maybe? But if they are so adamant the sole isn’t to be marked at all as they are so expensive, why don’t they have a film on them to stop any damage. Some of the responsibility is the retailers/manufacturer's, surely?

You can’t lie that the goods haven’t been received when you’ve already returned them and been in dialogue about having them on your feet.

Weren’t the first pair from Flannels the wrong size?

I thought they were too light? So it was a change of mind over colour?

Read it wrong sorry - regardless though as bought online allowed a refund if change of mind,

There are caveats to that, as OP has found.

The point is that PayPal won’t get involved for that reason.

What I'm horrified about here is that the stupid red soles are so stupidly delicate and the shoes will only look new for 2 minutes. That's shockingly bad value for money.

And Selfridge's customer service is shocking too.

Good luck, OP.

No harm in trying - if i was the OP would be doing everything in my power to get money back even if it means bringing to small claims court. Its absolutely shocking

What a ridiculous thing to say.

OP works hard for her money, has probably got well qualified and has gained
experience and had put the hours in.

She may well even donate to charity , you never know.

If people have children that they can't afford, then the fault that their children are going without is on them, not OP.

Child benefit is there to pay for children's food...if children are going without food in UK, social services need calling in, 100% because the parents aren't spending their benefits money on their child/ren.

I kind of think that's the point. "I'm so wealthy I don't care if these are essentially use-once shoes"...and I say that as someone who has nearly ten pairs.

I'd never buy a pair again - the most uncomfortable brand of shoes I've ever had, but the CHOKEHOLD Louboutin had on the 2010s...

theres children starving, dragonfly first ask yourself what you can do to help them, not injecting such comments on a help forum, start a charity, collect in public, make a real difference, otherwise its just empty words

But even if OP walked in them round a carpeted floor a few times unless she was specifically told not to do this or they had a plastic covering on the sole then she’s tried them on in the usual way.

What do others do when trying them on in store? Not walk around in them at all?! Mind blown.

It's a definite design fault.
I have never heard of this, having red painted soles that mark so easily, but seems that they are well known for soles that wear away and mark easily.

I looked at Hermes dog collars out of interest- my saddler made my old Lurcher a beautiful laced bridle leather collar a few years back for £10 - the Hermes one?

£600...plain London Tan leather.

And dog shampoo? £70.

It's purely the name one is buying.

She doesn’t want to resell them. And take the hit if they sell for less than she paid for them. Why should she do this?

I think legally OP has a leg to stand on legally and Selfridges are pulling a fast one on her.

It’s mostly the case even more so now that even designer brands aren’t the quality they were. But people like the prestige of a label and think they get a better quality item.

Since I was younger I rarely buy designer now. It’s interesting I was in Wimbledon village high street the other day (don’t go there much nowadays) and though they have expensive brands and boutiques there a few resale designer ones and eg Joseph (an old fave of mine) has long gone.

My goodness that’s really shoddy of selfridges! They are not what they used to be. I will think twice before shopping there in the future.