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

“The customer service is appalling. They will continue to provide lame excuses and asking for more time instead of solving a problem. The delivery service DPD is horrible and doesn’t deliver international orders effectively”

Helpful Report

Posted 5 years ago

“Wrong size trainers sent packaging all torn even though I paid extra not the service that was I excepting at all from A birthday present for my daughter which they ruined. Never will I order with them again. Absolutely disgusting service. This package was selfridges mistake torn by them not the delivery service inside packaging that I paid extra for. Plus wrong size trainers disgusting service”

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Posted 5 years ago

“Excellent range and surprisingly good service Yes sometimes people can be overly sensitive and “posh” but to be honest that’s what I like about Selfrdiges... riffraff out”

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Posted 5 years ago

“I wish I could give a minus score. I have never left a review before but feel sick at how Selfridges have been treating me, I ordered a 7 dresses, one of which arrived with the security tag in. I kept 3 dresses and returned 4, including the one that had the metal security tag attached. I had not tried it on, due to being quite appalled at the laziness of sending with security tag. All items returned were in the original packaging with labels etc etc. I was refunded for all dresses but the one with the security tag in. Fast forward two weeks, and despite countless telephone calls and emails, Selfridges are unable to let me know what is happening, why they have not issued a refund, when or whether they will do so. I have requested a manager to call me, raised a formal complaint, you name it - nothing back! My husband and I have been loyal customers for over 20 years, buying my wedding outfit and shoes from here, doing all of our Christmas shopping, etc. I am shocked and appalled at the lack of acknowledgement from Selfridges that this is taking place.”

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Posted 5 years ago

“Dear all, this is a familiar repeating pattern with complaints regarding Selfridges. To clarify, their email is customerservices AT selfridges.com I am not going to bore you with the details, but it is a similar case of Merchant sends wrong item, item returned, Merchant refuses return and will not refund. The same story line. Instead I am listing out what you can do to safeguard yourself if you run into the unfortunate situation of buying from them without doing due diligence and research. Please take note: a) take a video when you open the package from Selfridges. This will serve as evidence when it is your word of what you received VS their word of “stern quality control procedures in place to ensure that all items are sent out to our customers in immaculate condition. All returns are also carefully inspected upon return to ensure that they remain this way and are eligible to be re sold, therefore ensuring that an item would not be sent back out to any of our customers in this condition.” b) save all email communications when requesting for return documents instead of using their online returns link to self create return documents. They will refuse your return by claiming that “After reviewing this with our returns team, we can see that you have not contacted us prior to advise that you received the incorrect item and there has been no covering note included within your return.“ c) document your communication with the Merchant. Proceed to file a chargeback with your credit card company or dispute with PayPal as soon as 5 business days have passed since the return was delivered and they have not issued your refund. If you log in and check the order status, you will see “Return Cancelled” status. This means that they will not be processing your refund. Save yourself the endless wait for a refund. d) provide documentation of all communication and video of unboxing parcel as evidence to your Bank or PayPal for their investigation. e) DO NOT cancel your PayPal dispute or chargeback at all costs. The Merchant will attempt to contact you and inform “we have tried the best we can to get this refund processed successfully. Unfortunately due to internal errors out of our control we have had to raise this further. We are now liaising with our IT department to get this refund manually processed swiftly. I can confirm that after looking into this for you we can see that you currently have a dispute open with your PayPal which means we are unable to manually process this refund for you. You will need to contact PayPal directly to either close this dispute or you can wait for PayPal to finalise this and release the funds to you. If you are able to close the dispute with PayPal now we can manually refund you today however this does need to be closed before we proceed further with your case.” Do not let them trick you into cancelling the dispute on your own. Once you cancel on your own, that means that you are no longer having an issue and Case is closed and cannot be re-opened. ALL THE MERCHANT NEEDS TO DO IS TO RESPOND TO THE DISPUTE AND ISSUE A REFUND.”

Helpful Report

Posted 5 years ago

“Dear all, this is a familiar repeating pattern with complaints regarding Selfridges. To clarify, their email is customerservices AT selfridges.com I am not going to bore you with the details, but it is a similar case of Merchant sends wrong item, item returned, Merchant refuses return and will not refund. The same story line. Instead I am listing out what you can do to safeguard yourself if you run into the unfortunate situation of buying from them without doing due diligence and research. Please take note: a) take a video when you open the package from Selfridges. This will serve as evidence when it is your word of what you received VS their word of “stern quality control procedures in place to ensure that all items are sent out to our customers in immaculate condition. All returns are also carefully inspected upon return to ensure that they remain this way and are eligible to be re sold, therefore ensuring that an item would not be sent back out to any of our customers in this condition.” b) save all email communications when requesting for return documents instead of using their online returns link to self create return documents. They will refuse your return by claiming that “After reviewing this with our returns team, we can see that you have not contacted us prior to advise that you received the incorrect item and there has been no covering note included within your return.“ c) document your communication with the Merchant. Proceed to file a chargeback with your credit card company or dispute with PayPal as soon as 5 business days have passed since the return was delivered and they have not issued your refund. If you log in and check the order status, you will see “Return Cancelled” status. This means that they will not be processing your refund. Save yourself the endless wait for a refund. d) provide documentation of all communication and video of unboxing parcel as evidence to your Bank or PayPal for their investigation. e) DO NOT cancel your PayPal dispute or chargeback at all costs. The Merchant will attempt to contact you and inform “we have tried the best we can to get this refund processed successfully. Unfortunately due to internal errors out of our control we have had to raise this further. We are now liaising with our IT department to get this refund manually processed swiftly. I can confirm that after looking into this for you we can see that you currently have a dispute open with your PayPal which means we are unable to manually process this refund for you. You will need to contact PayPal directly to either close this dispute or you can wait for PayPal to finalise this and release the funds to you. If you are able to close the dispute with PayPal now we can manually refund you today however this does need to be closed before we proceed further with your case.” Do not let them trick you into cancelling the dispute on your own. Once you cancel on your own, that means that you are no longer having an issue and Case is closed and cannot be re-opened. ALL THE MERCHANT NEEDS TO DO IS TO RESPOND TO THE DISPUTE AND ISSUE A REFUND.”

Helpful Report

Posted 5 years ago

“Ordered a new Samsung phone, payment taken from selfridges, phone out of stock. Have emailed and phoned selfridges and keep getting the usual response 'our dedicated team are looking into it' so far it been over 10 days and still no refund AVOID SHOPPING HERE AT ALL COSTS”

Helpful Report

Posted 5 years ago

“Bought a brand new pair of Balenciaga Speed trainers got them home opened the box, 1 shoe had been worn the other brand new. Had to drive all the way back to Manchester next day to get a refund and was told they should have never been sold to me like that, plus they were now sold out. I complained to customer service and was told they would do their best to get me a new pair, that was 2 weeks ago, I’ve emailed 3 times now and from reviewing some of the comments on here I know it’s unlikely for me to get a response from Selfridges. I will now purchase them from Farfetch and I will never shop at Selfridges again.”

Helpful Report

Posted 5 years ago

“I ordered online on 15 feb at 2 30 pm.it was clear showing there that if you like the product to receive by tomorrow 16 feb.order with in three hours. But 2 days passed no sign for delivery n when i am requesting to customer service my order...they like not listing me...it will take 2 days...if not coming tomorrow...seriously its not bothering them to push the order. And i bought the item for special occasion. Very disappointed”

Helpful Report

Posted 5 years ago

“Worst online retailer EVER!! I purchased Balenciaga bag, which I immediately decided not to keep and sent it back, a week later-no confirmation that my return been received, when I phoned Selfridges they had the audacity to tell me my parcel arrived COMPLETELY EMPTY.....excuse me?! Yes, box was empty...my heart sunk....after I spoke with DHL and they confirmed the bag was inside the parcel when they delivered it, Selfridges backtracked their lies and said: “we received the bag, but dust bag is missing now”, I actually thought I was having nightmares, surely they can’t be for real, so low and behold, they refused to refused blatantly on the basis it wasn’t a full return, as dust bag was missing ( it wasn’t). After about 30 angry emails and phone calls they eventually refund me. I with I read all the terrible reviews before I ever got involved with those scammers...”

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Posted 5 years ago

“I often purchase perfume as a gift for a very close friend. Totally excellent service, range and even love the packaging. Even if you do not get a giftwrap it stills has Selfridge's in the box. Nice touch.”

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Posted 5 years ago

“NEVER ORDER FROM SELFRIDGES. EVER. NEVER ORDER FROM SELFRIDGES. EVER. ONE ITEM WAS MISSING THE PACKAGE AND THEY REFUSE TO GIVE A REFUND. THEY MIGHT AS WELL STEAL YOUR MONEY! CUSTOMERS SHOULD HAVE HAVE THE RESPONSIBILITY OF PAYING FOR MISSING ITEMS. THAT DOESN'T MAKE SENSE. EVEN AFTER EMAILING AND CALLING THEM THEY REFUSE TO RESEND THE ITEM OR GIVE A REFUND. THEY STEAL FROM YOU. AVOID AT ALL COST I RATHER GIVE TO CHARITY”

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Posted 5 years ago

“Beware.... company cannot 1 Send correct orders 2 Has a customer service department that helps 3 A decent email service 4 Stick to promises made via Customer Service Really disappointed 2 X Now Complete let down Beware”

Helpful Report

Posted 5 years ago

“wow never again! i ordered a pair of christian louboutin shoes that didnt fit. so i ordered a bigger size both at nearly £600 each! i tried both pairs on my living room carpet for less than 2 minutes. i returned both pairs so i could go to the store and try them on and find a better fit. i have received an email to say the soles are marked and they are not refunding my money. i am abaolutley gobsmaked and so angry. Their email stated there was signs of wear!! i really dont understand how they have come to this conclusion after i tried them on for 2minutes on carpet. when i opened them i was disapointed as they squeaked and was pin hole marks on the sole. absolutely disgusted in the customer service from this retailer”

Helpful Report

Posted 5 years ago

“I placed an online order of 4 items with Selfridges on 23 Dec. I received the parcel on 31 Dec. 1 item ( Maje cape coat, worth around GBP300) is missing. I called customer service immediately, a lady said the relevant department will investigate and will reply within 72 hours. When I placed the order, it said it was the last one. However, it was available again on 31 Dec. I told the lady and asked if my coat would be sold to other customer again?! She just said will investigate. I called again on 4 Jan, another lady said It will take up to five working days. I can only wait. Today, I received an email saying that they have done everything correctly and will not refund. I try to call again, my line could not get through. They have blocked my phone number?! What!!!!! This is the way they treat customers?! My heart sinks when I saw so many cases here that they really treat customers terribly. This is outrageous and I am being treated like a liar. This is an insult. I have purchased a year unlimited delivery service and it is only my first order....I should have shopped with Harrods. Sham on Selfridges!!”

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Posted 5 years ago

“Hi placed order online of Gucci belt this morning I received delivery with empty box did complain straight away with customer service adviser Adam now let see what happens next my 275 pounds on stake”

Helpful Report

Posted 5 years ago

“Yesterday l bought sale coat very expensive because so heavy not comfortable for me l need refund money back .they are refuse money back only change l try still look for clothes 2 hour l felt bad legs and tried can’t find my size .l feel complaining today extra 2 hour 30 min still long my family outside wait for me 2 hour .l can’t find management.because team member no good for me no repect ? They said ok for me gift card .”

Helpful Report

Posted 5 years ago

“Having been a customer of Selfridges since 1979 and having always received good service and good quality products, when deciding where to purchase a Black Leather Biker Jacket as a Christmas gift, I automatically got on the 'interwebby' and searched the Selfridges website.Bingo, item found {cost of £345.00}, item ordered, item despatched, item received.Item too big. Needing to return said item, I contacted Selfridges Customer Services and they arranged a Courier collection for December 10th 2018.All good.The Courier duly arrived at 11.15am and collected the item in its original packaging and I awaited confirmation of safe receipt and my monies refunded so I could purchase an alternative gift. Not having heard anything from Selfridges about this return & refund, I completed the online form advising them of this and waited.On the 17th of December Selfridges sent me an email saying 'We're looking into it'.By Christmas Eve, I had still not heard from Selfridges, so telephoned them and spoke to a 'Customer Services Agent.I once again advised them of the situation and was told that whilst they could confirm that the parcel had been successfully collected from my house by Selfridges designated Courier service, they could not now find it and therefore WOULD NOT REFUND MY MONEY at this time. I followed Selfridges instructions regarding the return of items of value to 'the letter' and personally handed the goods to Selfridges designated agent/courier as arranged.How can I be held responsible for what happens to it and where it goes once it is no longer in my possession?.Why should I be held financially responsible and be penalised for someone else's unprofessional conduct. This item was a Christmas gift and due to it's value, one I could not afford to replace until I had received my refund.As a result of the very poor 'Customer Service' I have received, not only do I not have my money back, but the recipient of my intended gift did not get anything for Christmas. If this is the way that Selfridges treat longstanding customers then very soon there will be very few left. I ACTED IN GOOD FAITH, I EXPECT THE SAME OF SELFRIDGES.”

Helpful Report

Posted 5 years ago

“Selfridges is the best place to shop when you are looking for luxury items at your convenience no doubt. But their customer service is horrendous. They are so inefficient and irresponsible they make you go hunting for your answers. I lost about £2000 because of them and since it was their mistake they make you sent dozens of emails saying, "we will get someone to look into the matter" I guess it's a standard automated response. I'd rather spend at harrods. I had no problems being their VIP member. But in selfridges the customer service is just horrible. So much for always maintaining customers satisfaction. I've watched the whole series of how selfridges values unfortunately the selfridges now lost the meaning of its value under the current management. Shame on them. Told my circle to not even bother shopping there. It may be cheaper compared to Harrods but I'd rather pay more for the service. Dont even bother to email CS. They think that they are the only company who are too busy to entertain their customers. Such a shame. Lodge 1st issue on 31st October 2018 it's now 24th December still no answers! They really need to step up. Shame!”

Selfridges Reviews