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)

As long as the company is uk based.

Good point. Any of those marks could have easily been made by poor handling at the returns department. It’s so true.

i keep questioning myself because selfridges have just not budged on this at all and aren’t really listening to any of my points.

its obvious I haven’t stepped outside in those shoes. They would have significant signs of wear.

Oh no I’d be devastated if this happened to me I’m sorry the stress it must cause you
I hope you can win a refund or sell on at a good price

When did you buy them and when did you return them?

give us the exact dates.

I’ve also bought another pair to wear for my wedding day (in the right colour this time)

I also didn’t buy and return two pairs to Selfridges as the person on the original quote suggested. I bought one from flannels and when I realised they were too big (after trying on on carpet!) I returned them. Zero hassle. Instant refund.

all I wanted is a special pair of shoes as a treat to wear for my wedding. Unfortunate that the first pair was too big and the second pair was too light in colour. Both were seperate returns though and from seperate places.

This thread is definitely a good lesson in not buying designer shoes online. I have purchased a few and been lucky when having to return them.
OP definitely keep pushing with Selfridges, hopefully they will eventually give in.
If you eventually don’t get your money back, selling them on eBay could be a good idea.
Like others have said, you can tell these Louboutins have not been worn outside due to them scuffing very badly within a few minutes as soon as you do! I believe there’s a service they offer in Paris to make the soles more hardy or something along those lines. I think they did it for Taylor Swifts tour shoes, as she wears Louboutins throughout.

They arrived on the 17th, I took them to the post office on the 22nd.

you have tracking which proves the return? so open case with paypal now. i guess it was credit card? if so, and paypal fails, which it won't; then claim back on your credit card.

There is no way I would buy something so expensive online!

Yes I’ve got the tracking details.

have you opened paypal claim?

I’ve got my money back with PayPal every single time I’ve needed to. If you’re not willing to return the item they can’t give you your money back - that’s just basic. (I understand why you didn’t want to that’s not PayPal’s fault and PayPal would have been able to refund your outward bound shipping costs).

I returned a chandelier which was damaged in transit on the way back to the shop and the shop refused a refund. I said it was in perfect condition when it left me and the packaging was inadequate compared to other retailers.

Paypal got me all my money back for the simple reason that they had the goods and the money and I had neither.

me too - why would they refund if you don't return the goods?

OP

Get on Twitter

Tweet that you are waiting for a response and that £875 is a lot of money to be ignored about by a British Institution.

Be RELENTLESS

Where was the sticker?
Where is the evidence of their condition upon dispatch?
Where is the consideration of the fact that they were damaged before you got them? Or by someone handling them?
If they know Louboutin shoes well, they would know that is NOT what a ten minute walk on a pavement looks like.
Where is their CUSTOMER SERVICE?

Tweet tweet tweet. They hate it and you often deal with a completely different set of people who can escalate things via a different channel.

Have you looked at the soles of the ones you’re intending to keep to see what condition they’re in? Might give you something to gauge the pictures of the returned ones against. You could also try wearing the ones you’re keeping on your carpet and then inspect the soles. Take before and after pictures, so you can evidence what happens to the soles (without the protective sticker) when you walk on carpet.

I would also question why the shoes came without a protective sticker, if the soles damage that easily, as it clearly makes trying them on impossible, if they are marked by a simple carpet.

tweeting etc is fine but honestly paypal claim is the answer here.

Some great suggestions, thanks

I will be opening a dispute with PayPal they just asked me to give Selfridges an opportunity to refund which I have, so I will do that next

good point about the protective sticker. If Louboutins boutique sends shoes out with a protective sticker why does Selfridges not do the same, if like previous poster has said, simply trying them on on carpet, renders them unsaleable.

i would deffo leave bad reviews everywhere you can too - but priority is your cash first here i think.

This happened to me in 2019. I bought shoes for a wedding, tried them on at home on carpet. I walked up and down the hallway.
Decided they didn't fit and carefully packaged them. Sent back but without looking at the soles.

They refused the return on the basis that the soles were scratched. I think a worn pair had been sent out to me in the first place.

Now I always video opening them and turning the shoe upside down to reveal the sole.
I also look, photograph and video the repacking if I'm returning.

What a pain. Yours were a very expensive pair of shoes.

Get on Twitter and kick up a fuss.
I know someone who works for a luxury shoe company and they give refunds to overweight Americans who have snapped the heels because they mouth off so much online.

Even walking on carpet can damage them

That really annoying OP.
It ridiculous that they are that delicate.

This is a recurrent issue for CL. I refuse to buy them and know a lot of people have been burnt. Have you seen their trust pilot reviews? Endless comments on ‘damaged red soles’ It won’t be Selfridges, it’ll be CL as they’re a concession there.

How does she prove she received them marked though? She said she didn’t check the soles as she was more concerned with fit. No check = no photos

This was a reply from someone on PURSEBLOG forum

	<a class="break-all" href="https://forum.purseblog.com/threads/problem-returning-louboutins.1046097/post-34888921" rel="nofollow" target="_blank">Dec 5, 2021</a>
	
	<a class="break-all" href="https://forum.purseblog.com/threads/problem-returning-louboutins.1046097/post-34888921" rel="nofollow" target="_blank">#6</a>

I did manage to return them. I had to call every day (and this is not an exaggeration) for three weeks and explained over and over and over that I tried on the shoes on top of towels and that it was impossible that the other pair I returned was not damaged and this one was when I tried them in the same way. I was passed around to different departments and talked to a Louboutin representative at some point too. I don’t know if they got annoyed or if it’s because I filed a PayPal complaint or if it’s because I emailed the head of customer service… ‍ I would say my tips for my future self are to 1. try Louboutins in store (if I will ever buy from them again after this incident), and 2. take pictures of the soles of any shoes I order online before trying them on, in case it came damaged, and if it did, to email the customer service immediately