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)

Selfridges were horrible when I had to return something. Mental note to self that I would never ever buy anything from them again.

Very few shoes I have bought have the don't remove sticker on them.
I do buy very expensive shoes. Maybe it's not done on high price shoes? I don't know but it's not something I've seen

Jesus you've got problems love

If they were actually properly worn there would be way more marks than this.
I suspect it's just damage from handling and not the OP

This

vultures? eh? 😂😂

I think on balance the OP isn't the one with the problem, love.

That’s a bit harsh, why?

Just speculation, but the marks don't look anything like normal marks on shoe soles. They're lines and the indentions look more as if they were done by hand. Maybe a fingernail or a closed pen?

(Perhaps to provide "evidence" when OP questioned why they can't be refunded?)

It's not exactly going to be convincing when OP didn't mention damage when she sent them back, is it?

I’ve been looking at the images over and over and just cannot fathom how those marks have come about. I obviously haven’t worn them out- as previous people have suggested the soles would be destroyed if they were worn on anything other than carpet because the red on the sole is so fragile.

I have explained to their customers services multiple times that the shoes were tried on for merely minutes on a carpet.

I’ve asked to speak to someone more senior and I’ve had no response since.

They did say in their last email that if they get no response (after someone higher apparently being unable to overturn the refund rejection- despite the same named person replying to all of my emails) that they will automatically send the shoes back to the original address. I have asked them not to do so until I have spoken with management as surely this cannot be the case closed with zero chance to come to a resolution. It’s £875, surely that’s a lot of money to most people

I'd go for the chargeback option if you paid by credit card.

Other people have said that they should have been sent with a plastic protective sticker over the sole, was that not on yours? If not then I'd assume they were not "new" and likely a previous return too (although I know nothing really!).

They do say this (the shop direct)

Christian Louboutin will only accept returns in their original condition and if the receipt and return authorization are sent back with the product.
We kindly ask our clients to please try on their shoes on a clean carpeted surface as the red sole is particularly delicate and under no circumstances should be marked when returned. The warning sticker must also remain on the sole.
Therefore, Christian Louboutin will not accept any returned products that may appear to have been used or damaged.

Even though through a dept store, it’s obv the same. Was there a ‘warning sticker on the sole’?

To answer previous posters no there was no warning sticker, or sticker on the sole, ideally there should have been because it would have saved a lot of hassle. Theres also not one on the other pair I purchased in store. So this must be when they are purchased directly from Christian Louboutin. All it says in the box of my other pair (purchased from Selfridges) is please try these on on carpet as the red sole is very fragile.

What a shame. Blimey though - nearly £1k for a pair of shoes. I love Russell and Bromley but they are £££ so buy via their online sale. However I did receive a pair of shoes last year and there was still an old sock in the shoe where I suspect someone had tried them on and then returned them. They didnt fit so I removed the sock and returned.

Yes, I did think of making a point about the unordered sock but hey ho. Life is just too short.

Check the distance seller regulations. There's different consumer laws around online purchases.

Continue arguing with Selfridges - they will have to prove you damaged them and they did not arrive like that. They could easily have been damaged instore either before or after return or by another online customer.

Also contact PayPal and open a dispute. Tell them they were either delivered to you like this as you tried them on only briefly on carpet, or damaged after your return.

Do it now before Selfridges return the shoes. If Selfridges try to return them to you refuse the delivery - as they will then go back to Selfridges. In that circumstance - if Selfridges have the shoes and the money - PayPal will refund you. I know this because I have done it.

They may refund you anyway, as Selfridges are pulling a fast one. The shoes are in saleable condition.

That’s not true

they only have a burden of proof on the way to
him. So if they arrived damaged to him and he contacted them. THEN the burden of proof. Not the fact that he’s now sent them back.

Yes! Where is the warning sticker/cover on the sole?

How did you pay? Can you dispute with PayPal or credit card?
while there’s a scratch they have obviously not been worn. I’m sure there are plenty with similar scratches in the store where people try them on. They should offer you credit if not a refund

@Cerealkiller4U - but it cuts both ways. OP responds with "no, they were damaged when I received them", Selfridges will say "prove it"...so, tough tits. Selfridges can't play by a different set of rules. The law sides with the little guy. It doesn't let Selfridges go around decreeing and claiming whatever it likes with zero evidence.

That’s incorrect. They do have to accept a return if they’re faulty.

No. They are not. They can refuse a return if you buy it in the shop.

it also depends on the country that you’re buying from.

they are actually obliged if you ordered online.

I’d go back to them at this point and say, having been made to drill down into what on earth happened that CL’s should be sold with a protective sticker on the sole and this pair certainly had not been, nor had the one in store - ask as an authorised retailer of the brand why they deviate from their protective measures clearly set out - that would be my hook along with the fact you followed exactly what had been asked of you and could do nothing further (whereas they clearly could and should have done more..). If I was feeling particularly grumpy with them I would cc CL customer service I to the exchange as it’s not how a brand really wants to be represented