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)

It's really getting to the point where buying online isn't worth the hassle anymore in my opinion, and if I weren't disabled, I'd go back to shopping in town. To be on the safe side, you need to be in and watching out of the window from the day after you place an order, until it's delivered into your mitts, as turn your back for a minute, and they've put a card through the door saying unable to deliver, or you get a message saying they've delivered, but you can't find it. However, they've managed to take a photo of it on your doorstep (or possibly someone elses), and then some bastard follows the van, and nicks the parcel before you've had a chance to open the door. If you should manage to get through this stage, you then have to film yourself opening the parcel, to ensure you can prove that you've actually received, (or not), what you were supposed to have, and then, after OP's experience, it seems you now have to photograph or video every little part of the item you've ordered as you get it out of the package, and before you use it, or try in on, in case it needs to go back. Then if you don't like it, or it's damaged, you need to video yourself re-packing the parcel, and sealing it up, before you can send it back. Oh, and of course, if it's collected, perhaps we should be taking a photo of us handing it to the collector, to ensure we have proof of who we gave it to! What happened to online shopping being easier???

Sorry, went off on one there, but I do hope you'll be able to get your money back OP, and if not, that you are able to put this experience behind you, and enjoy your wedding. Hope all goes well.

To be honest, I used to work in retail and I’d fight this if I were you. You are allowed with online purchases to inspect them as you would be able to in store so trying them on is fine. Trying them on shouldn’t cause damage, but that works both ways. If they are saying that trying them on was enough to cause damage then perhaps that’s indicative of a quality issue. All of which forms a judgement which might lead a buyer to return the item after inspection

The other angle you have is that you are returning the item in the same condition you received it in, and any damage was the same on arrival.

both are similar arguments that you are ultimately returning shoes as unsuitable.

I think I would argue that they were not of satisfactory quality if you could damage them irretrievably by trying them on on carpet, and demand a refund under the Consumer Protection Act

Open a dispute through PayPal- PayPal are excellent for helping resolve issues.

I would lie and say they had these marks when you received them though.

Why not try to sell them on and at least get some of your money back?

Why soemd that amount if money in shoes that scratch so quickly?

It's terrible marketing. It has certainly put me off buying anything from them.

Worst case scenario, you can probably recoup at least 90% of the retail price on Vestiaire.com. That said, I agree with everyone that says you should push for a full refund.

I’d communicate again reiterating not to return the shoes to you and enclosing both a photo of your new shoes plus receipt and saying in store would’ve accepted an exchange if the originals hadn’t been purchased online. You’ve paid out for a suitable second pair in good faith and followed instructions for trying on to the letter. Emphasise that the return is in the same condition it was received by you, the shoes are for your forthcoming wedding, not for general wear.

I suppose you have nothing to lose by trying one of the suggestions others have made.

Unfortunately the behaviour of others who claim refunds after use perhaps has led to a stricter policy.

What a horrible thing to happen at that price !

I have no advice re returning but I would say in worst case scenario try to put them on eBay or something you might get a bit less - a few hundred maybe - but it’s better than being £875 out of pocket

open case with paypal not as described and provide tracking and escalate

875 sheets for a pair of shoes?

I bought a pair from Selfridges last summer and they definitely had the clear sticker on them
so It’s weird that the pair you bought don’t have them

Really tough but sometimes just have to keep fighting. Stick with your story - if the shoes weren't properly inspected (or came in sealed packages) before being sent to you then they have no way of proving you have damaged them. Sometimes a public shaming (Trustpilot or similar) works wonders.
If the soles are so delicate they need to come with a protective covering or very clear labelling.
Equally those shoes look slightly 'dented', if they had been worn anywhere other than carpet they'd surely be scuffed? Can't really figure how that damage was done?! Weird!

To add to my earlier post, the fact that you bought a second pair of shoes from Selfridge's and are keeping them adds weight to your claim IMO.

I've had amazing success with emailing CEO at John Lewis with a phone dispute - sorted within hours. Also had to go to Financial Ombudsman with windscreen dispute with Direct line - took time but also won!

It’s on the seller to prove for the first 6 months. Then after 6 months it’s on the buyer to prove. So in this case the seller must prove that they sold these in pristine condition.

Terrible customer service. The soles look fine to me. They're very cheeky.

If shoes can't be tried on indoors without being damaged, I'd say they are not fit for purpose.

I agree with all others - open a dispute. I’d be pushing for audited proof that each item is checked prior to packing - I guarantee they will be unable to supply this. Therefore they cannot prove that the scratch wasn’t there prior to them sending out to you

Worst case you will have to sell on - but you will get back most of your money

To be fair I have avoided Selfridges for a while now - their staff are possibly the rudest I have ever encountered

Yes that’s what the OP said £875. Your point?

If you bought them within the last 14 days you're covered by the Consumer Contracts Regulations 2013 regardless. If they persist, just say they arrived in that condition; it makes no difference either way because they still have to give you your money back. They also have to cover the delivery return fee.

A few years ago I bought a pair of Patrick Cox shoes, basically gold high heel, diamanté on gold straps, stunning on but the diamanté on the straps almost immediately started coming off after just one wear out one evening.

I’d bought them from a designer boutique called Question Air in Dulwich Village and when I tried to return them - as being faulty - I think the most I got out of them was that they’d return the shoes back to Patrick Cox, which they did, for them to be returned. This was back in early 00s and they cost something like £300 then. My then boyfriend who shopped regularly in designer shops (I did too, I had the money then and it was important to me!) was furious and thought I should’ve got a refund.

When I bought a pair of cream sandals from LK Bennett and changed my mind about them (despite spending hundreds of pounds there) I was offered only a credit note and didn’t return to shop there (or not for a few years anyway!).

My best friend at the tIme was a legal executive and always quoted Sale of Goods Act at shops when she returned a top she’d worn once, and made out it had a fault with it, (yes, I know that’s naughty!), I never dared to try that trick.

Even though I did buy or was bought designer shoes in future it taught me a lesson that not all items are perfect simply because they’re designer and cost more and sometimes like it seems in this case they send out an ex display or already worn shoes to people and hope they won’t notice!

I’d escalate this, Trust Pilot, Resolver (they resolved a Cafe Rouge dispute I had) and even my DM after being missold an EE plan got compensation and an escalation to executives office as she wrote a letter and emailed them to complain.

The big companies think you won’t dare to complain.

Go after them OP and good luck.

Totally off topic but I just worked out I'd have to work 76 hours to afford those shoes.