RETURNING THE WRONG ITEM THAT SELFRIDGES SENT YOU: THE NIGHTMARE | Still waiting for solution. As I promised, I will share this story with you with every mean at my disposal, facebook, e-mails, whatever - maybe it will reach the attention of someone that can actually do something. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Hi Selfridges, your customer service has been nightmarish enough to push me to post here with the hope that the presence of a potential audience might help you find the will to do your job properly: I spent an insane amount of time speaking with your agents to find a solution for the return of the wrong item that YOU sent me. This has been going on since Tuesday 02/11/2017 and as you know there is a deadline for returning items. I spoke with the following people, in order of appearence: FACEBOOK MESSAGES: Shanice, Connor, Anna-lee, Madi, Georgia, Anna-lee (again), Madi (again), Georgia (again), Anna-lee (again), Shanice (again), Connor (again). E-MAIL: Emma, Hannah, Cameron Besides the awful 'copy-pasted answers' strategy and the redudant declaration of sorrow towards my situation (apparently you're not 'very sorry for my inconvenience' enough to SOLVE this problem), besides all the pictures, screenshots, explanations of what I needed and what was wrong in the instructions you provided, nobody still has solved this situation. I tried my best to provide prompt informations and explanations while your agents answer once every half an hour. You know guys, you are getting paid to stay at the pc answering question, the rest of us just hangs in there for your reply for free. The first time we tried to return the item the agents arranged a collection via DHL (of which I wasn't really informed, but that's even the minor issue) I received an e-mail from DHL with a link to a page where, after following a data-filling procedure, DHL would have provided the waybill copy to print and attach on the package. Guess what, the infos present in the fields were actually wrong! So I spent an exciting hour figuring out why the DHL website didn't allow me to complete the procedure, giving me the 'wrong address' error - can you guess? The wrong address was actually the one of the collection office. I managed to fix this on my own, but the courier already paid visit to my house and since I didn't have the documents ready, I couldn't give him the package. Today I have the documents that need to be included in the package and I need a second collection arrangment - as Anna-lee stated during our conversation via Facebook Messages, after explaining what happened with the courier: We'd be happy to arrange another collection for you, and to make sure DHL arrange a specific time prior to this, we could ask them to call you. If you'd like us to do this, please provide us with your contact number. Thanks, Anna-lee Now I'm desperately trying to get this second arrangment done, but it seems (even more than before) I'm speaking with walls. I asked for this: So I'd ask you to arrange this for monday after 3pm, my contact number is: +0039 ********* Hopefully DHL will send me the link to the procedure for the waybill, as they did the first time we tried. Both via Facebook messages and e-mails, but I either get this reply: Here is the DHL number - 08448753025. You can contact them and arrange your own collection - INTL/Worldwide Inbound – 955464427 EU Inbound – 955464500. Hope this helps. Thanks, Connor Or no reply at all. DHL makes you pay (A LOT) to contact them via phone and I'm not willing to spend more money or time than I already did for this situation. Maybe it's the best courier in the UK, but for us mortals in Italy it's the worst - their website is a goddamn maze, procedures are not clear and couriers are rude. More importantly: IF I DON'T HAVE THE WAYBILL, WHICH IS GIVEN THROUGH THE LINK PROVIDED AFTER THE ARRANGEMENT FOR COLLECTION, THE PACKAGE CAN'T BE SENT. I will share this story with you with every mean at my disposal, facebook, e-mails, whatever - maybe it will reach the attention of someone that can actually do something. I hope this feedback will help your foreign customers to understand what they'd be getting into buying products from your online store.