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)

There are shoe repair specialists who can fix Louboutin red soles, so the seller could get them fixed for resale. Maybe you could offer to pay for the repair out of the refund? Not helpful, but I have bought two pairs of Louboutin's in my life and they are the most uncomfortable shoes in my wardrobe, so make sure to break in the ones you have for your big day.

Wishing you a wonderful wedding - hope you have a super day.

You can’t return it for example if you brought it from white fox online. Because they’re based in Australia. So they don’t have the same laws

if they are run outside of the uk then they’re under the laws like you’re saying.

This. Distance Selling Regulations apply, as they are not food/personalised. A shop can refuse because you’ve seen the item at the point of purchase, but an online shop cannot refuse return (unless food/personalised).

Yes, but I believe Selfridges is a UK registered company.

This is crazy, I'm so sorry this is happening to you.

Not in the same league, but I just paid £63 for a pair of shoes from dune, they arrived with a glue mark on the back of one heel, and several scuffs on the soul.

I was really unhappy, so I emailed customer services and suggested they might have been a previous return, they just said to return to warehouse, but we shall see if they do get refunded.

I was really shocked!

That's bonkers. It's clear that those shoes haven't been worn!

UK registered

Something similar happened to me with Harvey Nichols, who didn't even inform me that my return had been rejected; the first thing I knew of it was via a DPD notification informing me that they had received my parcel from Harvey Nichols.

Given that I was not expecting anything further from Harvey Nichols, I telephoned them and was informed that a refund could not be issued, and the customer advisor I spoke to was unable to tell me why?!

I simply refused to accept delivery of it when DPD turned up the following day.

Harvey Nichols refunded me a few days later, so you could always try this if all else fails!

I’d also open a dispute with PayPal and say the shoes were exactly as you recieved them. You could even say one of the reasons you are returning is because of their condition. If what you are saying is true and you only wore on carpet then they must have been sent to you with that scratch??? For such an expensive item I’d expect perfect product and perfect customer service..

Just take THOSE shoes back to the store and use the receipt from the in store transaction.

I can't tell there are marks, but if the sales assistant refuses, just try again with a different sales assistant or at a different Selfridge's.

There's no way I would accept having a pair of £875 shoes I didn't want to appease a multi million pound company.

It's because you've returned 2 pairs

So you look like a repeat offender of buying, wearing then returning

Which in your case is very unfair because you of course did buy another pair in store as a replacement which you've surely advised them of

Sadly no law decrees that any shop where you have bought in store has to refund you

However legally if you bought online and only online then they do have to refund you

And sadly if you've bought online their terms often mean you can not return in-store

You've already tried that and they said no

It's different everywhere

Also what's really annoying if you buy using PayPal and not your credit or debit card then you have to return items in a completely different way at times

It's all very annoying but I suggest you all double check the small print before buying online in future

Are the other shoes you bought immaculate or in a similar condition?

I really wouldn’t back down with this, not for almost £900!

Online shopping is covered by distance selling rules - you are entitled to a refund
Op if they want to ensure that they are not worn they should have coverings on the soles marked clearly if removed you don't get your money back . they could have been a display pair. So FIGHT IT
I have loubatains - the red sole doesn't last all, like goes after one night wear, you can get it redone but i don't bother, You wont get what you paid or close to it by reselling either

i read it as the OP bought 1 pair online (the one returned) and later bought another one in-store (kept)

Surely you are supposed to check the condition of your item when it arrives then report said item arrived damaged/used on opening. Just returning it for the seller to realise it is damaged kind of implies you caused the damage I'm afraid. Unfair but a lesson. Exactly why I video condition of hire cars abroad etc on collection.

They’re very obviously not worn. That’s not what Loubs look like after one wear outside.

But what if the item was checked, no damage found. Then when item was sent back in perfect condition the damage happened because of handling back in selfridges? What proof would she have? Many of us wouldn’t photograph something that has come in perfect condition. I think it’s crazy that they have done this considering she has brought another pair of shoes from them so hardly trying to pull a fast one. I agree @ on Twitter is your best bet

I would always check the soles of a pair of Louboutons before accepting them as I know their policy. Having said that if that's the condition they came in I would 100% fight this- I've taken loads of things I e bought online back to Selfridges.

For high value items take photos/video before returning

Definitely, and it’s a lesson learned. I even take pictures of my £3 parcels from Vinted 😂 however for now, unless selfridges specifically told the customer they need to photograph prior to returning something they are on just as much onus to prove the damage wasn’t caused by themselves.

I thought the other ones were from Flannels? So they wouldn’t know

Read her OP - One pair was bought in Flannels and returned no issue, Second pair bought on line on Selfridges and they are the ones refusing them, last paid was bough in shop

Maybe your best bet is to try and get a refund through PayPal or your credit card company.

I am so sceptical of the emailing a CEO thing, but I tried it recently after a lengthy dispute with a car manufacturer and had an answer and repair for free within about 3 days. I actually cried when the woman rang to say it would be fixed at no cost, and I didn't even have to go through the whole (2 year) saga again with her.

Make notes of everything - the conversation in store, every date you've had contact about them.

Give them one more chance to escalate and then send a detailed email with the dates and linking to their policies and the legal links others have provided on this thread.