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 would argue that maybe they shouldn’t be selling them online if a minor scratch warrants them non refundable( what is the wording online)? You tried them on which you have every right to do and you were careful. They are being unreasonable. Stick to your guns and keep requesting a full refund. Go to head office if you have to . Good luck .

I am disproportionately happy for someone I have never met! Absolutely brilliant news and happy wedding day!!!

Excellent news. Well done 👏 thanks for updating us

My SIL always does if it she's experiencing issues. It means it goes from the CEO desk to someone else senior and has to be dealt with as the CEO will want an update. It works every time.

That was our experience. I can't imagine the CEO was ever aware of us at all but it got our complaint to the level of seniority where a decision could actually be made. Whereas the call center staff couldn't act outside of very narrow parameters, even though they clearly agreed with us on a human level, and they weren't allowed escalate the complaint within the company either.

Fantastic news!

Glad you receive the refund!

Such a relief also remember this when buying again I've refused to shop somewhere again due to poor customer service and aftercare the more people who do the more money they lose

Selfridges have always been c**p at returning stuff. DH bought me some JC’s for wedding day - as a gift and not to wear.

I wore them out on out mini-moon a few days later in Vegas. On carpet and the heel stud fell out. I took them straight off and mentioned to a Choo store in Vegas and they could see there wasn’t a mark on them and said it’s a design fault and to return in UK.

They refused and basically I kicked off at them in store, politely of course, but I know consumer law having being a retail manager in my past. They took them to repair which I stated I wasn’t happy with with a brand new pair within 28days and was a fault - not fit for purpose.

they backed down eventually saying it was a goodwill gesture because they’d called JC in vegas and they agreed they’d spoken to me. Lies as there’s loads of stores there and I didn’t state which one.

anyway, they have to accept back within 7 days online - distance selling regulations - state they were received in the same condition sent and you’d like to see photos.

stores can refuse returns due to unsuitability but online can’t.

Yup. Plus if the people who used it had a clue about the diversity of life in the so-called third world, they’d stop using it.

Great update.

Well done! Hurrah! It’s so irritating that some shops regard their online sales as separate business, whilst happily letting their customers think they are the same entity etc. Shops should accept online returns, it’s terrible customer service that they don’t. Anyhow, enjoy your wedding!

and they cost £900? I know- I was flamed when I made a similar comment on handbags. And yet, I cannot even begin to fathom how anyone can spend that kind of money on shoes, ever. Such an eyeopener.

and just before I get my coat - if I ever did, surely I'd buy them on site so I could make sure they fit well, are the exact colour, etc.- and not on line.

No they don’t. Online distance selling laws mean you have the right to return something if you have changed your mind.

@LifeIsJustOneBigWTAF

You know that you can read all the OP’s posts, right? Because then you wouldn’t have had to type all that out. She has the refund.

I really hate bad advice posts like these.

Of course it’s worth arguing they’re damaged.

OP persevered and got her refund. I wonder if you will be back to admit you were wrong?

I'm glad OP is sorted now but there is so much incorrect information on this thread I hope no one takes it at face value. Mumsnet is amazing for advice but I'd suggest always double checking things.

Which have an excellent and accurate guide to Returning Goods it covers online goods and goods bought in stores and explains the difference between returning goods that are faulty and those that you just want to return.

Oops, missed that! You do know you can be less snarky though, right?

@Shoedisastor Well done, glad it got sorted!

@Shoedisastor Well done for getting a refund!
👍

How frustrating. They probably did arrive to you like that, somebody else has tried them on previously.
Louboutins are a joke anyway, the emperors new clothes - everybody obsessed with the precious red sole and keeping it perfectly in tact, thus never wearing them outside, and getting carried around in a sedan chair ! THEY’RE SHOES FFS!! Not ornaments.
What Selfridges need to understand is, you don’t inspect new goods instantly upon arrival to check they are perfect, you EXPECT them to be perfect. Obviously you check for flaws if keeping, but if you’ve decided after a minute you don’t like them, then it’s simply back in the box and returned. How can they guarantee somebody their end has fully checked these before sending anyway ? I’m sure they could resell, even if in store with a small discount ?
I hope you get your money back, they can’t assume nobody is genuine.

funnily enough, Saturday/Sunday were normal working days for the Retail industry.

Yay! Great update!

Such bollox.
You know what? I live in the first world. Im allowed have first world problems. I dont have to apologise for it either.
I buy expensive stuff. I also volunteer and donate to charity.
People who make comments like yourself are just hot air.
So glad you got your refund.
The company i work for have a team that deal with senior stakeholder emails and they get immediate attention. Hence i always do the same and i always get a good outcome.