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)

Yes but you’d get to look at it more than once without damaging it - hope OP has a wonderful wedding - that’s really what’s it about.

go on paypals website read the reasons that can be used to refund a misdescribed item then phone paypal for help, phone them dont use the website they have a customer services number they will help you out

Why, when you could instead have used the brilliant Take A Break top tip to make these stunning slippers? In soft white with floral detail, the perfect complement to any wedding gown.

As someone with online shops I never use PayPal as my experience is that they always refund the customer. Some people lie about not receiving items or damage etc. So we never use Paypal.

Wow. Ok! Not sure what I ever did to you….

Distance selling regulations (ie buying online) mean you can return within 14 days for any reason. Does need have tags attached and be new/ unused.

That's indulgence!

You should've used old newspaper from someone's recycling....that'd be free. 😁😁😁

I never have any intention of buying super pricey shoes but I’m over invested in this thread.

Yes, we know.

The unused bit is the problem.
Selfridges are saying the shoes have been "used" as there are 2 (?) tiny marks on the bottom.....

I would point out that if you'd planned to wear them outside, you would not have gone into store and tried to exchange them. Or indeed bought the same shoes in a different colour.

As someone who's worked in Shoe Retail. You can clearly see you haven't worn these outside. They were returned promptly in all their original packaging.

I would raise a ticket via Paypal saying the item has been returned but they are refusing a refund. Send these pictures as proof that the item has only been tried on and returned - a return they have acknowledged.

If you use a credit card for your PayPal you may be able to get them involved too.

I haven't RTFL yet but if you sent them for refund and they've refused it, have they returned the shoes to you or kept them?!

That's odd. I didn't see where the OP asked for people's opinions on how much she spent on shoes for her wedding.

OP I'm joining in the Twitter gang!

I'm truly hoping this story DOES get picked up by the Daily Fail and Friends. Just so I can see you looking sad in your shoes (and Selfridge's suddenly being able to refund you).

In worse case scenario both of you try to sell them on Vintage or somewhere online.

That’s not what the post I replied to was about. They asked if selfridges were obliged to refund because they were the wrong size, and on that basis they are.

YOU may be aware of that, the person I was replying to wasn’t.

I really hope that you manage to get your refund for the shoes.

Email Katie Morley Investigates at the Telegraph. Today Aga agreed to fix someone’s £8k cooker after she stepped in - Telegraph will love this

The phrase “first world problem” springs to mind…

@FeetLikeFlippers I'm so bored of hearing people say that. It's such a superior and meaningless putdown.

No, it's not Gaza, but on that basis, should we just suck everything that isn't war/death/sickness up?

What's the point of Mumsnet boards if we can't post about things that are troubling us on a micro-basis?

And?

Sorry that was to @FeetLikeFlippers

Obviously it's a privileged problem to have. What's your point? Who says posts can only be about grave issues?

they can be tried and have to be sent back "as new" the purpose of the law is to give people a chance to try the item like you could in store obviously in store they have display items, so if they want to sell online they have to be ready to take a hit. this is why on ebay loads of companies sell 14 day returns which have been opened and tried as they cant sell them as brand new. as we say from our neck of the woods, the op needs to go sick and blaze a few people at selfridges and get aggresive, unfortunately you get nowhere being a softy unless the business you are dealing with have good policies and then you can be civilised and polite as being aggresive would back fire, OP should speak to a manager and get it sorted, fooook twitter selfridges havnt replied to their twitter in ages and unless you have a massive following they are not gonna give a sheet

I’ve just been looking at Trustpilot. I’m really shocked at how bad the reviews are, considering I previously thought of Selfridhes as having excellent customer service. There are more than a few reviews with the same sort of problem as the OP.

An update for those of you invested. And a huge thankyou to whoever sent me the CEO’s email address on here.

we got a refund! and an apology.
written on behalf of the ceo.

happy bank holiday! What a massive relief

Excellent news for you 👏

Delighted to hear it OP. Like I said upthread, I was always very sceptical about the emailing the CEO approach, but it ended a two year saga for us so I won't be shy in the future if I'm not getting anywhere.

Hope the wedding goes brilliantly!