Returns not received

nebari

I purchased a pair of shoes from Selfridges on-line about 3 weeks ago, received them and decided they didn't actually fit me therefore I went to their site (same day I received them) and indicated that I wanted to return them.

I was then presented with a page to print out for use as a label for the package (providing free postage) and told to obtain a proof of postage (which I did). The shoes were posted back the very next day.

3 weeks on, and numerous calls to their customer services, I am being told that they haven't received anything, and that I should have sent it back as a recorded delivery. Their site says nothing of the kind, only to do as I did or use their courier service if the item is valued over £250 which it is not.

Where do I stand with this? If I have proof of postage, am I entitled to my refund? As they paid the postage, do they deal with that side of things?

Any help would be much appreciated as I am at my wits end with their customer services dept.

hollydays

I just looked at their. T & cs and see they've added this

Attach the pre-paid returns label and barcode to your parcel and take it to the Post Office. You will need to post your items back within seven days of the return being authorised. We recommend you request proof of postage and keep your receipt from the Post Office until your return has been processed. We regret that we cannot be held responsible for anything lost or damaged in transit.

hollydays

They are implying you need to claim from the post office.
How much were the shoes?

nebari

The shoes were £125.

Surely if they are paying postage and say to obtain proof of postage, that is all I need to do. They do not say to pay for special delivery to cover extra insurance.

Further to that text they also say that if the item is greater than £250 to use their courier service. I.e. if less that £250, print out the label for free postage and obtain proof of postage.

I can't be the one to lose out here can I? I have done everything asked.

hollydays

I can only tell you what I think , others will legal training may give better advice.
I would write to the CEO telling him you were guided by what the website told you, you followed their instructions to the letter, but now find self ridges are adding" you should have sent them recorded" . Say if they had told you that you would have done that, and ask why they didn't state that on the website.


How did you pay?

nebari

I paid by credit card.

I have just spoken to them again and want to see if the dispatch dept receive them on Monday, as they can see I sent it due to proof of postage.

I always send parcels back as special delivery (and just swallow the cost) if they are quite expensive, however of this occasion as it was all paid for I just assumed that everything was covered and that I only need to get proof of postage (again backed up by the inference that I only needed to do something different if the cost was > £250).

Not that I knew anything about this prior to this morning, but doesn't the DSR stipulate that I am entitled to a full refund by 30 days even if they don't receive anything?

If they wanted to enforce receiving something they would need to take out a civil action (can't believe I am thinking this way, but goes to show how pee'd off I am with the whole situation) against me.

I believe there is something (can't remember the exact wording) loosely phrased like "The consumer needs to show they have done the right thing" when returning items. Surely that I have followed their procedures and obtained proof of postage would indicate this, if they did open a civil case?

One thing is for sure - I won't be buying anything from Selfridges ever again.

nebari

Actually slight amendment, I paid by Paypal, using my credit card as the payment method.

halibut2209

If it's pre-paid, then surely the contract is between Selfridges and the post office, and it is therefore their responsibility to make any claim for lost goods

nebari

That is what I would have thought, which is why I am posting here to see if anyone can clarify that.

tinkerbell28

The whole "we cannot be held responsible spiel" is designed to make people think the responsibility shifts.

Which is why lots of sellers illegally state it if you don't buy "postal insurance" and your item goes missing. We cannot be held responsible blah, blah, blah.

You followed their return process to a T. They paid the postage so the carrier/sender contract is between them, not you and the PO.

You're right what you say about dsr's by the way.

jacques_chirac

nebari everything you have said is correct - this is the retailer's problem, by virtue of both the DSRs and the contract between RM and Selfridges. If no joy on Monday I would escalate it to senior management - I had a similar problem with them and after doing this received a prompt refund and vouchers as an apology.