Selfridges Won't Refund, Please help!

Maria737

New Member
Dec 22, 2012
2
0
0
Hi. In November i ordered a watch from the Selfridges website. Later that day i decided i did not want it and so rang them up to cancel it. On the phone i was told that my order had been cancelled and that i wouldnt be sent the item. However, i received the item via courier and the money (£250) was taken from my account. The watch had no receipt with it when i received it. I promptly rang up Selfridges and they apologised and arranged a courier to collect the watch. Now on the Parcelforce website I can see that the watch has been delivered and it has been signed for on the 26th of November.

I have been ringing Selfridges almost everyday and I keep being told a number of things by their customer services;

1) They cant find the watch
2) They are still processing the return
3) The watch has gone back to The Watch Shop so they need to refund me - this is the place their watches are actually sent out from.
4) The watch shop cant find it
5) They never received it via courier so they claim the courier has lost it
6) The list of excuses goes on and on!!!

I have spoke to at least 20 different people and have been promised at least 15 time that someone will ring me back and that the manager is looking into it. I have only been rung back once after being told this. Apparently the manager was "personally going to Oxford street to the main branch to sort it out". I have explained to them that they have received the watch as it has been signed for. They then tell me they need to contact Parcelforce and will call me back...No calls back!

I never expected such poor customer service from a big company like Selfridges. It has been over a month now and i still havent received my refund. I have contacted The Watch Shop and they say that they have received the watch. What can i do as I'm sick of ringing Selfridges and hearing their excuses everytime! Surely I should have been refunded a long time ago!

Sorry about the rant. Any advice would be much appreciated. Thank You.
 

Witch consumer

Moderator
Sep 8, 2008
1,587
3
0
Debtors retreat
You should have been refunded long ago, you are right and I can imagine how frustrated you are by this situation.

I suggest you write to the (email will do if you have an email address) and give them 5 days to refund or you will take them to the Small Claims Court to get your money back plus costs and interest.

You will need the evidence that the watch was received and signed for, hopefully you have this or can get it from the tracking website.
 

Maria737

New Member
Dec 22, 2012
2
0
0
Hi, thanks for your reply. I do have proof that they have received the watch. I have also recorded some calls on the phone to them, where they state that the watch should not have been sent in the first place and that i will be refunded. They just seem to be making excuses everytime though. I have been doing some searching and it seems I am covered by the Distance Selling Regulations 2000. Is there anything else i can threaten them with?
 

ALewis

Moderator
Nov 23, 2010
690
4
0
South Wales
The Small Claims Court is (for your situation) your only (& easiest) option for enforcing your consumer rights, you don't really need any other options as it is a cut and shut case, there's no legal confusion or any issues that need figuring out.
The threat alone is usually enough to get your refund sorted, and even if not and worst comes to the worst, you file your claim for court, there may not even be a hearing.
You've got nothing to lose by giving them the threat, just follow it through when they fob you off, and keep a copy of all correspondence.
If you do send a letter, make sure you send it by recorded means.

ALewis
Chairman Postal Appreciation Society
 

WhatConsumer

Administrator
Staff member
Feb 10, 2020
31
2
8
It sounds like you’ve been incredibly patient, and it’s frustrating that Selfridges hasn’t been able to resolve this for you. Given the situation, here are some steps you can take:





1. Escalate the Complaint in Writing





Write a formal complaint to Selfridges, outlining the timeline of events, the attempts you’ve made to resolve the issue, and your dissatisfaction with their handling of it. Address this to their customer services or complaints department and request a full refund. Make sure to keep a copy of all correspondence. You can also use their complaints email if they have one.





2. Refer to Your Consumer Rights





Under the Consumer Contracts Regulations, since you cancelled the order before it was dispatched, you should have received a full refund. The fact that they sent the watch anyway doesn’t affect your right to cancel and be refunded in full, and they should not delay this.





Additionally, under the Consumer Rights Act 2015, if the item has been returned, the retailer must refund you within 14 days of receiving the goods back. Given that they’ve confirmed receipt (even if they’re claiming they can’t find it), they are legally obliged to process your refund.





3. Raise a Chargeback or Section 75 Claim





If you paid by debit or credit card, contact your bank or credit card provider to raise a chargeback or Section 75 claim. Given that you returned the item and have not received a refund, they may be able to recover the funds on your behalf.





4. Small Claims Court





If Selfridges still refuses to refund you, and the other steps fail, you could consider taking the matter to the Small Claims Court. This would allow you to claim back the money owed to you, along with any additional costs you’ve incurred in trying to resolve the issue.





Make sure to keep all evidence, including your communications with Selfridges, Parcelforce tracking details, and any responses from The Watch Shop. Hopefully, escalating the matter will encourage them to refund you swiftly.





Good luck, and let us know how it progresses!