Selfridges return

[dba7108]

Im having a right arse with this company. I ordered 4 x speakers, they delivered a hifi unit from another manufacture. I took pictures told them, they said sorry we will pick it up and refund you but we cant send you the correct item, just refund. OK no problem. I went out and bought the correct items from Currys.
DPD picked item up. Then they called me to say they would refund but had to wait for 72 hours as package had to be quarantined. Then an hour later I get an email saying they will not refund me as the item I sent back isnt the item they sent.

I put a claim in with paypal (for tand am awaiting a response back off them.
Selfridges have emailed me again today saying they will send my parcel back to me within 48 hours.

What can I do if paypal dont sort this out for me? It was paid on American express via paypal. I should have read the reviews of this company before ordering, the trustpilot reviews slate them on general customer service and returns.

I have recorded all calls when I spoke to them.

[vaud]

I'd suggest a polite email with the pertinent facts (bullet points, facts, what you want) to the managing director:

[e-mail]

(mods: note this is public domain)

Her team will pick it up and probably pass it downwards to customer services.

[DanL]

In future pay with a credit card - PayPal add nothing that I’m aware of, and don’t give you the same level of protection.

Back to the problem at hand - you’ll have to speak to someone on the phone I suspect, to explain everything...

[Chrisgr31]

Is this Selfridges as in The Selfridges? I wouldn't call them a disreputable company. Its not a great surprise if they have accidentally sent you the wrong item that when they get it back they think you have sent them the wrong item. As mentioned above you need to escalate it to someone to get the problem sorted out.

[Nickyboy]

DanL said:

In future pay with a credit card - PayPal add nothing that I’m aware of, and don’t give you the same level of protection.

Back to the problem at hand - you’ll have to speak to someone on the phone I suspect, to explain everything...

Paypal outside of Ebay is crap

I put a claim in for some items from a high street store that were delivered damaged in October, the company kept saying that i had to return them to a store despite there not being one within a decent distance, eventually they sent me a returns label after nearly 4 weeks of too and froing in the dispute, the damaged items were sent off the next day only for Hermes to lose them. Paypal found the claim in favour of the store after more than 2 months because the return wasn't delivered, i pointed out that once the courier collects it the package is no longer my responsibility but they were having none of it. It wasn't a huge amount but royally irked me. The company in question still hasn't responded to more than a dozen enquiries.

[dba7108]

My limited dealings of Paypal are that as soon as they have proof of delivery they pay up. As a seller on ebay ive been messed about by them but they always seem to side on the buyer.

[dba7108]

Had an email from them advising they will send the package to me that I sent back. As a legal stance should I accept the return when the courier turns up or refuse it?

[langtounlad]

why are you so reluctant to make a telephone call ?
Do they have a chat service, which enables a record of the conversation to be made? Both are the best ways to address non-standard complaints.

[DoubleD]

Agreed, get on the phone and speak to someone.

[loskie]

I'm with the poster wondering if it is THE Selfridges

[dba7108]

ive made COUNTLESS phone calls. You speak to India who just log calls. Nobody can do anything. The service is utter tosh. They have a trustpilot score of 79% 'Bad'. The reviews are all the same - st customer service.

This is Selfridges, Oxford Street, London. Via their online store - which is probably nothing to do with Oxford street but fulfilled by some ecommerce outfit.

[dba7108]

https://uk.trustpilot.com/review/www.selfridges.co...

[wjwren]

From those review's it looks like an incompetent outfit run by a 3rd party Ecommerce who cant deal with returns effectively with customer service from computer says No people in a far off land. Basically about as far fetched from the Oxford Street experience as you could imagine.

[langtounlad]

Then my recommendation is the webchat route so that the dialogue is recorded and can be copied and pasted when escalating the complaint. Good luck - these situations are disproportionately stressful.

[Chrisgr31]

I suspect they have been let down by their e-commerce provider. Call centres are also struggling to cope currently due to the limitations they have on staffing in the centres, and so they will also have staff working from home.

Personally I would be sending a good old fashioned letter to them, or looking for the email address of the Chief Executive or Finance Director with a link to the reviews as well.

Mind you also unsure why the thread is allowed to remain under the name and shame rules.

[vaud]

Chrisgr31 said:

I suspect they have been let down by their e-commerce provider. Call centres are also struggling to cope currently due to the limitations they have on staffing in the centres, and so they will also have staff working from home.

Personally I would be sending a good old fashioned letter to them, or looking for the email address of the Chief Executive or Finance Director with a link to the reviews as well.

Mind you also unsure why the thread is allowed to remain under the name and shame rules.

Mods rely on reporting, they don't read every thread.

It's borderline as name and shame as the OP is frustrated with a process rather than complaining?

[hyphen]

langtounlad said:

Then my recommendation is the webchat route so that the dialogue is recorded and can be copied and pasted when escalating the complaint. Good luck - these situations are disproportionately stressful.

always try to get in writing or even sneakily record calls in these situations.

[500 Miles]

vaud said:

I'd suggest a polite email with the pertinent facts (bullet points, facts, what you want) to the managing director:

[e-mail]

(mods: note this is public domain)

Her team will pick it up and probably pass it downwards to customer services.

I would do this and copy in [e-mail] to ensure it’s dealt with swiftly.

[vaud]

OP doesn't seem to want advice.

[Swampy1982]

OP, have you bought porsche parts on ebay recently?

https://www.pistonheads.com/gassing/topic.asp?h=0&...