Selfridges refusing refund

georgjayne96

Please help! I ordered a very expensive watch from selfridges which I received in awful condition, not in original packaging, no protection, watch covered in dirty finger prints and appeared second hand. I immediately contacted their customer services who advised me to return the watch for a refund. I did this via their returns label and sent them my returns receipt and tracking as proof. The tracking says the parcel was delivered to their distribution centre two days later.  Selfridges are point blank refusing me a refund as they claim they never received my return. I have been going back and forth with them for over a month with no resolution. What are my options? (I did not pay on credit card). 

Mark_d

Did you send the package to Selfridges Returns, or to their distribution centre?  Can you provide proof that the item was received to the correct address for returns?  Paying on credit card is a sensible thing to do for expensive items but I'm not sure if it would cover you here as you receive the item but now it is missing in between you and Selfridges

Okell

Mark_d said:

Did you send the package to Selfridges Returns, or to their distribution centre?  Can you provide proof that the item was received to the correct address for returns?...

As the OP says he returned it using Selfridge's own provided returns label I assume Selfridges knew where it needed to be returned to(?).

Hoenir

Return is most likely to be unprocessed. Two days post the Xms holidays isn't long. 

Okell

georgjayne96 said:

...customer services who advised me to return the watch for a refund. I did this via their returns label and sent them my returns receipt and tracking as proof. The tracking says the parcel was delivered to their distribution centre two days later.  Selfridges are point blank refusing me a refund as they claim they never received my return. I have been going back and forth with them for over a month with no resolution. What are my options? (I did not pay on credit card). 

Have you been communicating by letter or email and not by 'phone?

I'd write/email to them one more time pointing out (1) they agreed to refund if you returned the watch (2) you returned it using the returns label provided by them and (3) you have tracking proof that it was delivered to them on dd/mm/yyyy.  Tell them you want a refund withour further delay.

If they continue to refuse or do not reply within 7 days you need to decide if you are willing to sue them.  If you are willing then send them a Letter Before Claim (aka Letter Before Action) briefly outlining the facts and giving them 14 days* in which to refund you otherwise you will take legal action against them without further notice.  Point out that you will add the fees for issuing a claim to the amount claimed.

If they don't pay up you then have to decide whether to sue or not.  You don't need a lawyer, you can DIY it but obviously it involves some time, effort and inconvenience.  Whether it's worth it or not depends on what you paid for the watch.

You can google Letter Before Claim/Action for further info.

Also see Make a court claim for money: What a court claim is - GOV.UK



* Some people might think 14 days too short a period.  I don't if, as you say, this has been going on for months.  Use 21 days if you prefer.

14 days is also usually the period within which traders are required to pay refunds under consumer protection legislation

sheramber

Hoenir said:

Return is most likely to be unprocessed. Two days post the Xms holidays isn't long. 

The OP states he has been dealing with Selfridges for  over a month. Nothing to do with Christmas holidays

georgjayne96

Okell said:

georgjayne96 said:

...customer services who advised me to return the watch for a refund. I did this via their returns label and sent them my returns receipt and tracking as proof. The tracking says the parcel was delivered to their distribution centre two days later.  Selfridges are point blank refusing me a refund as they claim they never received my return. I have been going back and forth with them for over a month with no resolution. What are my options? (I did not pay on credit card). 

Have you been communicating by letter or email and not by 'phone?

I'd write/email to them one more time pointing out (1) they agreed to refund if you returned the watch (2) you returned it using the returns label provided by them and (3) you have tracking proof that it was delivered to them on dd/mm/yyyy.  Tell them you want a refund withour further delay.

If they continue to refuse or do not reply within 7 days you need to decide if you are willing to sue them.  If you are willing then send them a Letter Before Claim (aka Letter Before Action) briefly outlining the facts and giving them 14 days* in which to refund you otherwise you will take legal action against them without further notice.  Point out that you will add the fees for issuing a claim to the amount claimed.

If they don't pay up you then have to decide whether to sue or not.  You don't need a lawyer, you can DIY it but obviously it involves some time, effort and inconvenience.  Whether it's worth it or not depends on what you paid for the watch.

You can google Letter Before Claim/Action for further info.





* Some people might think 14 days too short a period.  I don't if, as you say, this has been going on for months.  Use 21 days if you prefer.

14 days is also usually the period within which traders are required to pay refunds under consumer protection legislation

Thank you so much for your helpful response.
I have completed the first steps and my last email to them was threatening legal action if they do not respond. They ignored this a responded with

“our team have reached out to the courier rearding this delivery and they have been unabel to confirm delivery has taken place. We then reached out to our Distribution Centre to see if any confirmation of receipt of the item could be confirmed, as it could not, we unfortunately would be unabel to provide a refund for the purchase.

On this occasion we are unable to pursue your claim further.

This is Selfridges' final position on this matter and with respect, we feel that this has been appropriately addressed. We have now arranged for the item to bo returned to your original delivery address.” 

The last sentence is the best part!!! I can confirm it’s been over a week and I did not receive back my missing parcel… would you believe. I feel like I’m communicating with robots. 

If Royal Mail has lost my parcel then surely selfridges are responsible…seeing as they paid for the label and no doubt have agreements between their courier providers? 

Thank you again 

Okell

If you have already sent them what amounts to a letter before action (ie told them that you will sue them if they don't pay up) and they have responded "This is Selfridges' final position on this matter..." then I don't see that you have eny option other than to issue a claim against them for a full refund plus claim issue fees.

If you have tracking proof that it has been delivered I don't see what further you have to lose (except the claim fee if you lose the case)

I note that Selfridge's are not saying that you sent an empty box back or that you sent something else back, they are saying that they received nothing at all - contrary to your tracking evidence.

As you say, if Selfridge's provided a pre-paid Royal Mail returns label which you have proof of sending, then the missing watch is for Selfridges and RM to sort out between themselves.  It isn't your problem and shouldn't prevent Selfridges from refunding you.

But wait and see what others say in case I'm missing something.

NB  -  make sure you keep your evidence of posting the watch back safe - it's important.  Also save the tracking information by screenshot or whatever.  I understand it can sometimes "disappear"

Okell

@georgjayne96

Further to my previous post I've been wondering whether - despite Selfridges saying it's their final word - you should still send a letter before action to make your position entirely clear(?).

I'd give them 14 days and point out that if they force you to issue a claim then you'll be claiming a full refund plus court fees.  (See court fees here - Make a court claim for money: Court fees - GOV.UK )

You might also want to ask advice on Court Claims and Issues - LegalBeagles Forum.  They're very good on the process of making and managing a claim.  I'd suggest a title like "I want advice suing selfridges"

Ergates

You used Selfridges postage label - did you get a confirmation or receipt when you handed the parcel over to the courier?  I assume that's what you mean by "returns receipt" - a receipt from the courier?

As Selfridges arranged the courier, they became responsible for the parcel the moment you handed it over (transference of risk).  If their courier, or their returns department have lost the parcel that is *their* problem, not yours.  They should refund you immediately - "We can't find the parcel" isn't a reason not to.

georgjayne96

Ergates said:

You used Selfridges postage label - did you get a confirmation or receipt when you handed the parcel over to the courier?  I assume that's what you mean by "returns receipt" - a receipt from the courier?

As Selfridges arranged the courier, they became responsible for the parcel the moment you handed it over (transference of risk).  If their courier, or their returns department have lost the parcel that is *their* problem, not yours.  They should refund you immediately - "We can't find the parcel" isn't a reason not to.

Thank you for your response. Everyone has been so helpful. 

I have the receipt and tracking number from the courier yes. It said it was delivered to distribution mail centre on 6th Dec. I posted it on 4th Dec. My receipt and online tracking portal confirms this. 

I called Royal Mail this evening and they confirm the parcel has been lost after I opened a complaint with them last week (as selfridges had not). If they confirm this to Selfridges I do not understand why they will not refund me.