DPD / Selfridges Return - Item stolen from box

amyburg1985

I purchased two pairs of very expensive shoes from Selfridges (for my wedding) but changed my mind. I have a paid account with Selfridges so they arranged the return for free through DPD to collect from my house. Both pairs of shoes were in the same box and I was given a tracking number upon collection but a few days later Selfridges contacted me to say that what I had purchased wasn't in the returns box.

After many emails and phone calls later (they won't deal with customers over the phone and take 72 hours to respond to emails) they refunded me one of the pairs but still haven't told me what else was in the box if it wasn't the 2nd pair of shoes or provided any evidence that the box was damaged or what arrived if it wasn't both pairs of shoes I placed in the box.

I should also note that on the tracking from DPD, upon collecting at 09:45am they didn't arrive at the DPD depot until 03:45 the following day. I have tried to speak to DPD, but they won't deal with me or raise a complaint as I didn't book them. Selfridges did.

Selfridges say that they have investigated by "following up with the returns team to ensure that this is investigated further, and we have received confirmation that all available checks indicate that the correct item was picked, packed and shipped for your order." They haven't said they have even spoken to DPD. They were also unable to provide me with their complaints procedure.

An example of one of the emails: My name is XXX, and I am a member of the Customer Relations Team. I am reaching out concerning your return of Selfridges order -*******.

In response to your email, all customer-related returns that are currently on hold are managed by the Customer Service Coordinator. They have communicated their decision, and since you expressed disappointment with it, the matter has been escalated to us for further review. I want to assure you that we have discussed this issue with management; however, the decision remains unchanged. I understand this may not meet your expectations, and I sincerely apologise for any inconvenience this may have caused.

Please note that this will be Selfridges' final position on the matter, and we will not be providing any further updates regarding this issue. If you are still dissatisfied with our resolution, you are welcome to explore other options, and we will fully cooperate with any such processes."

They have not confirmed (apart from the above) what investigation they have done and suggest I contact RetailADR if I'm not happy.

Apparently they are sending me the other item that was received but it has not arrived yet. I have initiated a chargeback with my credit card that I paid with (thank god!) but any thoughts on this please? It's a substantial amount of money and somewhere, someone is stealing items but no one seems to even be investigating.

It's been an incredibly stressful time around what should be a happy occasion.
Thanks in advance!

Aylesbury_Duck

Wait and see if the chargeback is successful and then keep an eye on the account to check if it's successfully challenged by the retailer and the transaction reversed.  Having started the process, there's nothing else you can do at the moment.

Jumblebumble

If the chargeback fails then LBA which will get someone competent to consider
It is obvious that the response which talks about "the correct item was picked, packed and shipped for your order" when referring to something you returned  is either from an idiot or a bot.
No doubt management agreed with the bot but wont want to tell a district judge 

Ergates

amyburg1985 said:
 They were also unable to provide me with their complaints procedure.

Retailers don't have to have an official complaints procedure (it's not a regulated industry like banking) - you complain via customer services, which you're already doing.

born_again

Aylesbury_Duck said:

Wait and see if the chargeback is successful and then keep an eye on the account to check if it's successfully challenged by the retailer and the transaction reversed.  Having started the process, there's nothing else you can do at the moment.

Not forgetting that even if not challenged. They can still chase OP via legal means. 👍

Wonder if Selfridges is another co that use a 3rd party fulfilment center & not one they own & run?