Five Star Prices, One Star Customer Service. Quite frankly, I am appalled by Selfridges and their poor handling of an expensive order from me. I warn others to read this review, and the many others on the site to truly understand the type of the type of company you are dealing with. While you may feel you will be shopping at a premium store, you aren't - You are paying overinflated prices and will be treated like dirt when THEY mess up an order. To Summarise. Made an order just shy of £500 on Tuesday, and paid for next day delivery, for a 40th birthday present on Sunday. This giving enough time to recieve the order, and with a little leeway for anything to go wrong. Selfridges failed to deliver on the Wednesday. I waited in all day as their email stated it would be with me. I called up and was told a 'supervisor' would look into it and give me a call back within two hours - didn't happen (in fact I am still waiting for that call back now 96 hours later). The package arrives on Thursday battered and bruised, open at the bottom and folded in to secure (photos taken) and containing only one of the two items ordered. I called Selfridges supposedly customer services who made some inquiries and said that they would have a 'supervisor' get back to me before 12pm the next day (and refunded the next day delivery charge). They wanted to look at their 'CCTV' and to ensure the item was sent - fair enough. The person who I spoke to also gave me his name and said he would personally call me back when began at 12pm when he came on shift to confirm everything was getting sorted. Guess what? Neither of these things happened. Bare in mind it has been repeatedly expressed that there was a level of urgency required for this matter due to it being a present, and both the items where part of a matching 'set' to be given on Sunday for a special birthday. So, after not receiving these promised calls, I called back myself, only to be told extensively by the CS Representative that he will not be able to expedite the 'investigation' process, and it can take over 48 hours for their initial investigation (i imagine this is also false, as the information given prior was false) and that the courier investigation will take over seven days. He refused to escalate the call to a manager, nor would he personally look into the matter to ensure, due to the urgency of the matter, that we could get the item sent out for delivery on Saturday, in time for Sunday. In fact, he was unable to acknowledge anything holistically, and continued repeating his thoughts over and over again, as if reading from a script. Zero compassion and zero interest in understanding or helping rectify the situation, and this entire process could take weeks, if not a month to sort out. So, as of now, Selfridges have supplied half an order of a set, late, for an important birthday celebration, and refuse to send the item, nor refund it so I can purchase elsewhere ready for Sunday. I have given them till 4pm to make a suitable response before having to purchase the set elsewhere with 24 hour delivery, and return the one part I have to Selfridges. At this point, I will be contacting my Credit Card company to initiate a Section 75 Chargeback Procedure to recover the money that has been stolen by Selfridges. 'Stolen' sounds a little extreme, but I believe that is how it is classed when a person hands over money for an object that is it not given to them in return. Thankfully I do have a large credit limit on my card (I appreciate many others wouldn't) so I will be purchasing the missing item elsewhere in time for Sunday, in a frantic next day delivery rush (paying for highly expensive Saturday delivery) to fix what Selfridges has created. I will update this review continually throughout the process, but after reading all the others, I think its fairly obvious how disrespectful Selfridges are towards their customers. I won't be repeating any business with them, in store nor on line and I encourage others to use other retailers with a better customer service record. We all accept things can go wrong when distant buying, but the true colours of a retailer show in how they deal with these occasional issues when they arise, and judging by this experience, they have little commitment to the consumer other than ensuring they hold on to your money. Absolutely appalling Selfridges, you've made a mockery of your name. Click here to Reply or Forward