Department store refusing a refund!

[Changingnames2002]

Hello,

I received for my birthday a pair of designer shoes, they have a significant red sole if this helps. They were bought using a credit card from a major UK retailer.

The shoes were delivered during the first lockdown lift, I decided I wanted to return them and repurchase in another style. I took them to store, unboxed them and tried the shoes on (carpeted floor) for the first time in front of a member of staff (the brand itself within the larger department store)

I was unable to return to store there and then, as it has to be posted back rather than returned in store as it was ordered online.

I returned home, had a courier collect to return parcel and received an email a week later saying the shoes have been returned in an 'unsalable condition'.

I was baffled as they were genuinely tried one once, on carpet in front of a member of staff. I asked for photographs detailing the 'damage' and there was a photo of a small crease in the leather on the sole.

I am devastated as they were a special gift and very expensive, not something I would ever buy for myself! And now I am stuck with shoes that I can't wear.

Does anyone have any advice?

So you were given the shoes for your birthday and they were delivered in June as that's when non essential retail reopened after the first lockdown.

You were then given them again as a Christmas present and tried to take them back to a store after Christmas but we're told they had to be sent back by post due to being an online sale.

So was it June or December that you received them?

I'm confused about the timeline but my initial instinct is that the gap between the sale and return may cause you the biggest headache in getting a refund. You really do need to get stuff back ASAP. I'd pursue it, especially if you have evidence they were faulty when delivered but if you had them for a while it may be hard to show who damaged them. On the other hand if you took photos of the pristine soles etc when you packaged them up for return I'd try again then maybe small claims court.

Forgetting the timeline etc, you said you are now stuck with shoes you can't wear. Why can't you wear them? Suck it up and enjoy your new shoes OP.

Or if they are in such great condition then sure you'll do well with them on ebay.

Selfridges did this to me - only I hadn't even tried on the Louboutins. I have to say I lost my shit with them because it was a string of bad experiences with them (I'd ordered loads of Christmas presents late October, only half had turned up before Christmas. I also ordered my daughter a personalised gift from there and they printed the name incorrectly, told me they'd get another one out and they hadn't.

I'm got a full refund for the shoes as soon as I challenged them.

They need to sort their online service out ASAP!