Selfridges Reviews

Name: Selfridges
Address: 400 Oxford Street, London
Rating: 2.00

2.0 Rating 270 Reviews

24 %

of reviewers recommend Selfridges

About Selfridges:

Selfridges has all the latest designer collections, must-have toys gifts for all the family. Selfridges London is a national institution with the most famous shop windows in the world. The Manchester and Birmingham stores bring the same creative customer experience and now Selfridges.com is positioned to create some magic online.Across every single department, from food to fashion, home to beauty, Selfridges sets the standard for up-to-the-minute style, lasting quality and exceptional customer service, all with a dose of creativity, wit and flair.

Visit Website

Phone:

0800 123 400

Location:

400 Oxford Street
London
W1A 1AB

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Selfridges 1 star review on 28th October 2024

Anonymous

Selfridges 1 star review on 20th December 2021

Amanda

Selfridges 1 star review on 5th March 2021

Sarah

Anonymous

Anonymous // 01/01/2019

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“Have been a loyal customer to selfridges for the past 10+ years, since moving abroad i pay yearly for global shipping. However recently the customer service has dropped off a cliff, they are very slow to respond (i guess from sheer volume of complaints) and they are now cancelling orders and claiming the items are out of stock. However i have noticed a trend it seems to be happening when i make larger orders, any small orders shoe box size or less get accepted and delivered ok. It seems they are scamming customer by cancelling and saying their items are out of stock to avoid shipping costs on larger items. When i check my items again after cancellation every item is appearing as in stock! Customer service give the same excuse about all orders are subject to availability, bla bla bla. But having spoken to other friends who use selfridges international this is not an isolated incident and have been happening to lots of people over the last year!”

Helpful Report

Posted 2 weeks ago

“Spent over £200 on damaged delivery, Selfridges offered £25 to cover!!! I ordered Lancome perfume costing £235 it arrived damaged and the perfume was spilled all over the box, almost a quarter was gone. Selfridges told me they will only give me £25 back or ask for the product to be returned. Im extremely shocked at the decision by the Selfridges team I thought Selfridges had a reputation and i'd never expect a product to be packaged and delivered so carelessly. Now i'll have to wait and repurchase the perfume, if I could get the perfume somewhere else I would unfortunately its only available on Selfridges. Horrible experience will not be shopping with them for anything else”

Helpful Report

Posted 3 weeks ago

“Ordered an expensive pendent on Saturday 7th September when it arrived on 9th at time I had paid extra to be delivered on as I had not been given a PIN number courier couldn’t leave it. I have phoned every day since to be told it’s on its back at warehouse and as soon as it’s scanned in I would be given a refund, to find, after phoning again and again, courier had tried to deliver twice more in this time but I did not know this and wasn’t home. It is now, allegedly, still waiting to be returned to Selfridges! Possibly Monday. So I was lied to previously as I was told it was already there! I asked if I couldn’t just get another one and Selfridges could keep the journeying one! This would be up to customer services who are apparently dealing with this now (today 21st September) and they have no number would you believe so I couldn’t be put through to them! To say I am angry beyond belief and will NEVER buy or advise anyone to buy from Selfridges”

Helpful Report

Posted 2 months ago

“This is a review for Sebastian at the Dior perfume counter. I had the best fragrance shopping experience, he went above and beyond, his customer service was exemplary. If he's selling, I'm buying. Thank you Sebastian for making my experience so memorable”

Helpful Report

Posted 2 months ago

“Customer service after care absolutely shocking!! Nearly four weeks later and still not resolved!”

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Posted 4 months ago

“Excellent customer service by Karen and Samantha in the hair products area. Bought Ghd curler. Karen was amazing demonstrated use of product on my daughters hair, advised re heat protection to use.”

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Posted 4 months ago

“Is there a 0!!! I purchased a bag and returned it half an hour later to get the refund rejected They have been going for weeks no response and barely any update They claim they are investigating, well how could something returned within half an hour show ANY signs of wear Selfridges are clearly trying to push their damaged goods through sending them to customers and claiming they were returned damaged Such a cheap strategy for pushing stock The worst customer experience with no care This has been causing me anxiety and stress with customer service knowing nothing about service Never again, such a cheap scam”

Helpful Report

Posted 5 months ago

“BEWARE! SELFRIDGES ONLINE SHOPPING SCAM. EMPTY BOX SENT VIA DPD. NO REFUND! By the time people read these reviews it is too late. DO NOT BUY FROM SELFRIDGES ONLINE. If you have it is too late and you've been scammed!!! These fraudsters need to be stopped!!!. Customer services are all trained to charm, decieve and manipulate. You will get trapped into their web of lies and promises which will lead you to exhaustion. I ordered an expensive beauty product and instead received a damaged, opened and empty cardboard box delivered by DPD. I immediatley sent Selfridges photo evidence including CCTV footage of the courier clearly holding the opened parcel prior to handing it to me. Selfridges agreed that my parcel was tampered with and seemed empathetic and wanted to help me get my refund. They asked me to send images to pass onto courier company to show evidence. The next day I was sent an email from Selfridges saying "We can confirm that after reviewing all available information and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address. Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund". I contacted DPD to find out why on earth my refund was denied after sending clear evidence showing my parcel was damaged on CCTV and in photos. DPD explained that Selfridges had not opened up a claim on my behalf and sent over any of my images to them, so there was no investigation that took place. I was so shocked to hear this and contacted Selfridges again. I spoke with numerous agents regarding this and they all made excuses about how images could not be downloaded because their systems block them. After 2 weeks of multiple calls each day, Selfridges continued promising to send my images but never did. Each day DPD confirmed Selfridges had not been in touch. DPD instructed me "Tell Selfridges to contact us and open up a claim on your behalf and send images otherwise we cannot investigate your case". I repeatedly told them I had done this 3x a day everyday for 2 weeks. I had the same fake templated emails from selfridges denying my refunds: "We can confirm that after reviewing all available information and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address. Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund". This was contradicting informaton with DPD, because apparently Selfridges had not even sent over my images, so a claim was not raised. Selfridges were clearly lying to me and sending their standard email templates that they use with all customers to deny them of refunds. They are con artists and thieves. I tried posting a letter to Selfridges Head manager, talking to DPD with App chat and whatapp and still no resolution. I get agents constantly hanging up on me or ending our virtual chats when they don't like me questioning my refund or my photo evidence. There is constant avoidance from both Selfridges and DPD. As for my missing product... The courier could have stolen it knowing there is no follow through from Selfridges, since the retail company won't ever contact the courier company with my photo evidence. Or, Selfridges may not have even packaged my product in the first place. They could have purposely opened and damaged it to shift blame, knowing their policy on their website states they do not refund for lost / damaged parcels. That's quids in for them, a product to keep and re-sell in store and leave me with an expensive empty cardboard box. The only way for refund is via the courier company, in which they set out to make never happen. Us, as customers cannot ever make the claim ourselves, it has to be done by the retailer. How convenient! Selfridges lie to us saying they've sent our evidence, when in fact they hadn't. We recieve fake investigation emails from DPD that are not legit, because DPD never recieved our photo evidence. This is a win-win situation for both DPD and Selfridges. DPD don't need to pay out any compensation, and Selfridges repeteadly get away robbing us time and time again. This also works when customers want to make a return of an item. Selfridges insist they use DPD. They then pretend they recieve an empty box and deny customers a refund. They can then re-sell the returned product that was apparently missing. Selfridges is not a premium store that many of us might think, it is warehouse stocking expensive goods, displayed in a posh store as a front to portray luxury, but run by criminals, operating in a fraudulent way. Don't be tempted to buy anything from these crooks. You will be yet another victim of these Selfridges scams!!!”

Helpful Report

Posted 6 months ago

“Absolutely shocking customer service. Purchased an item. Paid exorbitant postage, but date promised was in time as it was a gift. Goods of course didn't arrive and a week after the promised date still hadn't. Won't give me a refund even though they stopped the goods from being received by me. Have to file a credit card claim. DO NOT BUY FROM”

Helpful Report

Posted 6 months ago

“I booked a beauty concierge appointment for my mum and me online for Mother’s Day. As I’d not received any confirmation I tried contacting Selfridges Manchester and had to contact customer services 3 times each time to be told that no one was picking up the phone but they would take my details and someone would call me back. My appointment was supposed to be today and no one ever called me back. Shocking waste of time!”

Helpful Report

Posted 7 months ago

“Gorgeous products, quick delivery, love shopping here at Selfridges!”

Helpful Report

Posted 8 months ago

“Bought some Loubiutin shoes and they didn’t fit, sent back and they refused refund as they said they were worn!! They were absolutely NOT worn, they don’t even fit!!”

Helpful Report

Posted 9 months ago

“Gourmet Hamper was sent as a Christmas and thank you gift. What arrived did not resemble any of the hampers advertised. Instead of 60 luxury items, there were 41 random items. Of the 14 bottle of drink only 6 were included. When working out what else was missing, the 14 highest value items were not included. In total only half the value of the purchased hamper was included. On 1st speaking to Selfridges, we were told they would have to investigate with their distributors first, implying we were making this up. We sent photos of the contents received. No reply. Chased up. Offered a refund if we return the two enormous hampers. They eventually agreed they would collect the hampers as is. Oh and the token offer of compensation for the £1000 hamper - £20 e-voucher, just to add insult to injury. We genuinely thought, you can’t go wrong with Selfridges. They are supposed to be one of the best. Think again. Fortum and Mason, we are sorry we didn’t order our Christmas Hamper gifts from you!”

Helpful Report

Posted 10 months ago

“I had an intention to buy a rather expensive pair of shoes for my partner in time for Xmas. My original plan was to actually travel the three hours to the nearest Selfridges to purchase them directly from store, but when looking online to decide on my purchase I noticed that they could be delivered to a local collection point on the 20th December. This was great, I thought, as it would save me a lot of time. So I went ahead and ordered online. However, apparently it is "not unusual" for orders to be postponed after payment in the run up to busy periods, because within 15 minutes of paying I received an email thanking me for my purchase and letting me know that my order would be delivered on the 27th December!! How that is legal is beyond me... So after numerous phone calls and a poor attempt at online live chat (pointless) with me offering to drive and collect my purchase from either Birmingham, London or a distribution center so as to have this in time for Xmas, I was given the following advice.. "Hope that it arrives early" (this was actually the main advice I was given), Or, Drive to a store, see if they are in stock, purchase again and the cancel the original order (believe it or not, customer service could not get through to either Birmingham or London to check for me!!), So in summary, DO NOT believe the delivery times stated as Selfridges are very aware that they do change at the point of completing purchase. I do hope Andrew Keith (CEO) enjoys his Christmas and gets everything he wants in time for the big day.”

Helpful Report

Posted 11 months ago

“THIS ONLINE COMPANY IS A BIG SCAM . we lost $1500 recently and they are not responding even Please report to your local frauds department and TV news channels for the investigation. Please write on their all social media pages to make people aware . Also Report it to Master card companies . They definitely will held them accountable . Most of their employees are thieves.. I'm starting a page Name SELFRIDGES UK DO NOT SHOP page . Please follow and tag local news channels”

Helpful Report

Posted 1 year ago

“Trustpilot reviews Looks like you’re in the Netherlands. Go to the Dutch Trustpilot site Thanks for your review! selfridges Your review is pending.Read more Alistair Vaughton 13 reviews GB Rated 1 out of 5 stars Nasty little Clowns Really unsure whether I have had such a bad online shopping experience. 1. Ordered a sandpit for my sons birthday well in advance. 2. Two days before, no sign of it, I call them and they apologise, they have messed up on their system. They offer me £30 goodwill voucher while I wait. Buy another gift as an emergency pressie. 3. Get an email saying that they have cancelled the order as the item is not available 4. One week later nothing from them. I call, big apologies something is wrong with the system. We will process your refund. 5. 2 weeks later - call them again as there is no refund. Oh sorry, yes, the item was from a third party so we have to get the refund from them. WHAT? - no, my contract of sale was with Selfridges, not anyone else. You need to refund me. Manager comes on the call, apologises and tells me another £30 goodwill will be issued. 6. No goodwill payment received 7. 1.5 months later, I receive £109.99. So the £30 was NOT a goodwill payment, instead they just stole my money for 6 weeks. ABSOLUTELY DISGRACEFUL (I shout out loud). I will never shop with these clowns again. My poor sons birthday gift ruined by a shoddy bunch of lying muppets. Date of experience: September 03, 2023”

Helpful Report

Posted 1 year ago

“Bought a Balmain Monogram Shirt from the online store. The item arrived and was defective / missing a button. I have since returned it to store for a full refund, and still awaiting for it to be processed after 10 days waiting. I have called the customer service dept. today and was informed the item is not showing as returned. I used to love shopping at Selfridges, but I really would reconsider shopping with them from now on and would encourage to use small boutiques instead.”

Helpful Report

Posted 1 year ago

“Worst Customer Service I have ever encountered. I purchased an item online, next day delivery, it arrived but wrong item, same brand, more expensive actually. I contacted Customer Service immediately advised to sent back cover letter to explain etc, all done same day!! Item received back at Selfridges, and status online account says - Return Rejected…it’s over a week and I have had no communication from Selfridges as yet. When I contact them they say out of their hands different department….so I have had to raise to PayPal. II am currently out of pocket for an error they made with little or no regard to following up with me! Just don’t buy online from Selfridges, the chances of something going wrong and having a fight on your hands is high, read the reviews, there seems to be a serious issue with their online department, Ugg shoes being sent instead of handbag, no handbag empty box!!”

Helpful Report

Posted 1 year ago

“The shipped me a designer bag with no bag in the box. Haven’t heard back from customer service in four days.”

Helpful Report

Posted 1 year ago

“Online Experience AWFUL I ordered & received goods to be delivered to Australia, they arrived very quickly only thing they were the WRONG Goods! I started the refund process and returned the item. Selfridges paid return postage. Selfridges then refunded me the cost of the item but NOT the $45 they charged me for delivery nor the duty I paid! I had to cover shipping charges for goods that were not what I ordered plus pay duty on goods I don’t have! Selfridges keeps sending me the same message word for word telling me they’re looking into it. When I don’t get a result and complain again they reply telling me the same thing OVER & Over but don’t refund my shipping costs! It’s a DISGRACE that a buyer should have to be out of pocket $65 for something they had no control over. This was a mistake made by Selfridges not me I shouldn’t have to pay for their error! BUYER BEWARE don’t order INTERNATIONALLY from SELFRIDGES their online support & customer service is beyond WOEFUL it’s a disgrace! Never EVER again will I shop with this store they have deceived me, made profit out of their error. It is dishonest they lack integrity and have no duty of care!”

Helpful Report

Posted 1 year ago

Selfridges is rated 2.0 based on 270 reviews