lovethoseshoes Love Those Shoes- refund warning

woolly_moose

As I'm unlikely to get a refund, I wanted to put up a warning, and as I have found this site in the past while looking on Google, I think this is the best place to do it.

lovethoseshoes.com offers free delivery, free undated returns and has a permanent sale sectionl. For this reason I bought 5 pairs of shoes and returned 2.

Their returns/refund policy is very clearly stated at 30 days. It took a few days for the return to be processed, so I was unsure when the 30 days was up, emailed and discovered it had started on March 15, so ended on April 15 (Sunday).

You can guess the rest- my first email on the 17th was met with surprise by Shula (Shoe-la, Really?) and an apology and reply that she had discussed with accounts, equally my next one two days later, but now it had been made a priority. I was also given the email of 'Nick' in accounts, who kindly proceeded to ignore me.

After a sleepless night, I managed to find qype.co.uk and suspicions confirmed- I'm not alone.

The website now has a 70% sale on, which to me is a sign that all is not well, although I have found old posts on here, which imply this is actualy a regular event.

It is not worth going to the Small Claims Court for an £85 refund, but people on qype seem to have had success using the Stockport Standard Trading Office. I am waiting for them to open so I can give them a call.

Just wanted to warn others not to buy from here- which is a shame as the shoes were very good quality, and went some way to ease the pain in my back, but more than made up for by the pain in my ---- this has given me.

At a time when I should be resting and enjoying maternity leave, I am losing sleep, feeling very frustrated and out of pocket and feel like I've been taken for a fool, which is almost worse. Others are hundreds of pounds down, so £85 might seem like a small amount in comparison, but it's mine, it was very hard-earned and I have better things to use it for than throw into the air.

woolly_moose

Right – I’ve just spoken to the CAB on 08454 04 05 06, who deal with the STO.

They have advised that I am to write a letter entitled “Breach of Contract”, to whome it may concern, outlining in as few words as possible, what I bought, when, what the issue is (ie no refund to date), what I want (ie my £85) repeat that they are in breach of contract, and when they are to honour iit by- very important to give a deadline.

It can be emailed with a read receipt and/or sent by recorded delivery.

If and when the deadline goes by, I am to call the CAB again- I’ve been given a ref no. They were very very helpful and clear.

PS- It looks like I paid with PayPal, so as the CAB suggested, I can claim my refund through them, which should be a more guaranteed route. Might hit them from all angles.

meer53

I've bought loads of shows from this company, and returned shoes for a refund. I have spoken to Shula before too and never had a problem.

woolly_moose

Hi meer. Well, I hope I've just been unlucky, but there were so many people in the same boat reporting on qype.com that it only added to my worry and frustration- plus they just weren't replying, let alone giving me any info.

I am happy to say, however, that within 24 hours of getting my letter before action, all has been resolved, as stated by others on qype, and I now have my refund. It's been hard work, but I can move on.

downshifted

Just thought I'd add my friend's experience - another one being fobbed off about her refund. She is just starting down the CAB track after waiting longer than the advertised time, getting initial reasonable responses to emails etc - followed by just being ignored. My guess is that this company has cash flow problems and slows or stops its refunds when cash is running low. Caveat Emptor! Pity, because my friend loves the shoes. Also surprising that these problems have been allowed to go on for so long.....lots of similar evidence on the internet when you look for it

Sea

I am having the same problem with lovethoseshoes.com. I ordered some boots in March, returned them and am still waiting for a refund nearly three months later. One email I sent, Shula claimed that they didn't receive, in the next email she said that my refund had been marked as 'urgent', but that was over a fortnight ago and I still haven't received my refund yet.

I have literally just contacted Citizen's Advice about it and am awaiting their reply and I've just sent a message to my credit card company too in case they can do anything.

I ordered from them a few years ago and had no problem, although that time I sent the shoes back for an exchange for a larger size rather than a refund. It's a shame because the shoes they sell are great, and they were very quick sending me my order, but any store that makes it so much hard work to get a refund loses my custom.

jhjones

The amount I was owed was small but I went through Money Claims Online (Government site) and filed a claim. Letter today 12th stating that claim had been sent and LTS had until 25 June to reply.
Just had mail from Paypal - full refund and court costs (£25) paid into account today - 12th.
Very simple and obviously effective. Would urge anybody owed a refund to do the same.

gocat

Wow just done a search on here for love those shoes as have been having problems getting a refund too. Shoes were returned January 2012 and confirmed as received by end of February and despite numerous emails from to them, I just keep getting fobbed off that the refund is on its way.
Will try CAB and Money Claims online. I paid by paypal so will try there too.

guitar63

I'm still waiting for a refund due way back in January. Thay are now not replying to emails and the last time I rang, it was an automated message. Off to try some of the above suggestions........

scifilover

I'm afraid it is the same for me too. I returned a pair of shoes and have received confirmation that they have been received back but the money has still not been refunded despite the 30 days having long expired. It seems that my e-mails are now being ignored also. I would urge everyone else to take further action and not let them get away with this. It is not acceptable

Halo2

Thank you so much for the advice about Love Those Shoes refund issues. I've been waiting since 12th April for a refund for shoes that I returned. I had one acknowledgement that my refund was pending on 28th May but my further emails were all ignored. I sent a recorded delivery letter 2 days ago stating they were breach of contract and my intention to pursue the issue with Money Claim Online. I hardly think it is a coincidence but today I have been advised that a refund has been made! The shoes are good but their customer care is lacking. Would I buy again from them - no.