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)

They must be cracking down on people trying to wear them for a party then get a refund or something.

Don’t let this lie. Twitter, write to the CEO, try Resolver, Retail ombudsman, Citizens Advice, ultimately go to small claims.

I haven't read the full thread but this sounds a lot like a case I read about in the consumer help section of a paper where someone bought a Cartier love bangle for £5k ish online from Selfridges and needed to change for a different size iirc. They found "damage" on that and refused to refund. I think the moral of the story is don't buy high end things like this online- the stakes are too high.

They are obligated to provide a refund under the Sale of Goods Act. When you make a purchase you enter a contract, you have the legal right to “cancel” this contact (which usually means returning the goods” within 14 days. Even if there is no fault. (lawyer here)

In fact I just googled the article again and in the comments below someone describes an identical problem with Selfridges and Louboutins. Don't give up OP.

£900 and they soles are ruined after one wear on hard floor??

Misses the point of thread

no comment. have bought all 7 pairs of louboutin online but direct from louboutin in one year. I even ordered same shoes in 2 different sizes, so I returned one pair. always tried on my pristine carpet and only in them for less than 5 mins.

only bought my first ever louboutin in person.
gorgeous shoes.

are you sure you didn't cause the damage?

What’s the point of your post?

I'd absolutely dispute this. They need to prove you caused the damage.

I would write to them saying the shoes were tried on carpet only and returned in the same condition they were received in as you didn't like the colour. I'd also point out that you bought a different pair from their own store instead

It might be worth posting this on a consumer rights forum.

never used Selfridge's for louboutin orders. I always prefer ordering from the boutique itself.

I also see many people pointing fingers at Selfridge's and how this is their MO. Never had issues when I returned mine which I clearly tried on to choose the right size as their sizes differ from style to style.happy?

Hi OP there are some differing views here but IMO this is simple.

The Consumer Rights Act 2015 gives you a right to return faulty goods, but these aren't faulty.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 gives you the 'distance selling' rights.

29.—(1) The consumer may cancel a distance or off-premises contract at any time in the cancellation period without giving any reason, and without incurring any liability except under these provisions—

(b)regulation 34(9) (where value of goods diminished by consumer handling);
34.—(1) The trader must reimburse all payments, other than payments for delivery, received from the consumer, subject to paragraph (10). (2) The trader must reimburse any payment for delivery received from the consumer, unless the consumer expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by the trader. (9) If (in the case of a sales contract) the value of the goods is diminished by any amount as a result of handling of the goods by the consumer beyond what is necessary to establish the nature, characteristics and functioning of the goods, the trader may recover that amount from the consumer, up to the contract price. (10) An amount that may be recovered under paragraph (9)—
(a)may be deducted from the amount to be reimbursed under paragraph (1);
(b)otherwise, must be paid by the consumer to the trader. (11) Paragraph (9) does not apply if the trader has failed to provide the consumer with the information on the right to cancel required by paragraph (l) of Schedule 2, in accordance with Part 2.

In addition, note that you are subject to Selfridges own terms, which might increase these rights:

13. Returns Policy 13.1 Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us so they are in a saleable condition. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.

Dispute with PayPal!

I don't think the soles look like they've been worn outside

The truth is, on first wearing my louboutin outside (first 10 steps or so), they look like that. I can see they were not worn outside but have been worn over something rough.

unfortunately, without your own photos, this is will be hard to argue. However, you might wear them down by not leaving it. Good luck.

Sorry you’re having this issue, sounds like Selfridges are being twattish. The shoes look like they are in a saleable condition to me. How do they handle customers trying these shoes on in store? Customers are naturally going to need to walk in them to see if they fit. They might try a few pairs before deciding. Of course the tried-on shoes can still be sold to another customer. How is this different? You could try asking them that question.

If they don’t refund it I should make a hobby out of going to selfridges and trying on Louboutins without buying them. If those teeny tiny scuffs on the bottom are enough to stop them selling the shoes, then you’ll cost them a fortune!

Just for information, you absolutely have the right to return any item bought online.
According to gov.uk
“Online, mail and phone order sales
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’.
You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They have another 14 days to return the goods once they’ve told you.
You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason.“

Returns should be in a saleable condition, but given the necessity of trying them and walking in them to to check the fit, its got to be reasonable for selfridges to accept tried-on shoes back when you absolutely clearly have not worn them outside or for any length of time.

Good luck getting anywhere with PayPal. I ordered something and was delivered the wrong colour (the colour was important for work) I got nowhere with the company so opened a dispute with PayPal. They wouldn’t give me a refund unless I sent the item back, which would have cost the same amount as the item. I said I am not liable for return postage when I was sent the wrong thing but they wouldn’t budge so then I had to open an action fraud case with my bank against PayPal. Never again!!!!

@Shoedisastor That really sucks.

I bought a pair of ''Bareback'' waterproof leather wellies {£200} this winter, and was unsure of size.

I too was told to only wear them indoors to keep the sole immaculate- Luckily they fitted, but one can't give then a proper trial indoors.

That red 'paint' for want of a better word- I don't see how you could have scratched them merely walking on carpet? What a total nightmare.

Maybe contacting the manufacturer, and a salutary lesson for anyone buying shoes online where fit is obviously going to be an issue.

I understand totally how gutted you are.

Maybe Louboutin themselves might be able to help?

@Shoedisastor Did selfridges photo the soles before sending them out to you?

They could have sent you shoes that had been damaged before they even got to you, and you didn't notice?

I am sure I read a similar story about selfridges and some luxury bracelet, they seem to be notorious for this. Hopefully some of the good advice here will work or you can resell them and we should all avoid using them!

@Shoedisastor

You may well have seen this , but seems they can be repaired?

1. The red soles are delicate, how should they be tried on?

We won't accept the return of products appearing to be used or damaged. In particular, the red soles on our shoes are fragile and must be returned in perfect condition. All shoes must be tried on a clean carpeted surface. The plastic stickers are not a protective sticker and must not be removed until you are certain you will be keeping the product. If a pair is returned with a damaged red sole, Christian Louboutin reserves the right to refuse the return or to accept and subtract the cost of repair from the final refund total.

I’ve read a lot of similar stories over the last few hours.

The most frustrating part is Selfridges has not responded to me since this morning. They are leaving me in limbo over £875. It’s stressful.

it hasn’t been escalated like I have requested twice.

Ive been reading up on consumer rights like others above have suggested but a lot of it ultimately comes down to the fact that an item doesn’t have to be refunded if it looks like it has been worn and that is stated in the t&cs. Which it is online.

it does say on there ‘if you’ve worn the shoes outside and scuffed the soles’

i would argue that the shoes I returned look nothing like a pair of shoes that have been worn outside. (Because I wore them on carpet, for a minute or so- merely to try them on)

I’ve attached a Google search of soles that have been worn outside. As you can see one is pretty damaged after 10 mins outside!

Mine didn’t arrive with a protective sticker. It seems Selfridges don’t do this!

The same thing happened to me, different store, significantly cheaper shoes but really annoying.

Good luck OP!
Have a fabulous wedding and agreed just get them restored and sell on if nothing comes of it. And keep that in mind so don't despair!

"Looks like they've been worn"...but they haven't and they haven't proven you caused the marks. How do you know the marks weren't caused by putting them on a stapler or biro or paper clip or whatever in the desk in the background of their photo?

You need to push that they need to prove they weren't already in that condition when you received them.

You will win this. Don't negotiate against yourself!

Ask to see a picture of the heel tip...

I bet there's no scuffing or damage to them and there definitely would be if you'd taken more than 5 steps outside

Seems like a stealth boast. ''Oh look, I bought seven pairs of shoes'' Do you really wear them out that fast?

IF OP thought she had caused the damage, she wouldn't be posting here.

OP doesn't even know if the shoes were scratched on the base before she received them, as Selfridges haven't sent photographic evidence.

I know. I’m just saying that law that you quoted doesn’t cover everything. Only places that are based in the uk.