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.

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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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“Fast, easy and amazing service.”

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Posted 7 years ago

“Worst department store customer service I have ever received. Lady in store was rude and unhelpful. I have been trying to deal with my issue via customer services since 12th September and keep getting different advisors emailing me with apologies and the promise that someone from the store will contact me to resolve. Still no call.”

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Posted 7 years ago

“Terrible customer service in store. Never able to speak to anyone in customer service or in store on the phone. Definitely the worst customer experience I have ever had and will never shop in Selfridges again.”

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Posted 7 years ago

“Very efficient and responsive”

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Posted 7 years ago

“I ordered two items from Selfridges. I wish I would have read the rewievs and never ordered from them. I paid for next day delivery. But nothing happened and no updates for 2 days. After calling customer service I was told that they changed the Shipping courier to one other because DHL was unreliable?! They sent the package with a regular courier ( in my country it is the same shipping company that deliver daily mails it is like a post office service) After one week i received my package pressed and battered no sealing tape and one of the sides was open. One item was missing. I tried to contact them many times with no luck. It has passed 3 weeks and still no answers.. I will never order from them again. I thought Selfridges was a serious retailer and never expected this.”

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Posted 7 years ago

“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”

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Posted 7 years ago

“Worst customer service I've experienced ! Bought an item and returned it within 3 days, customer service advised that they are incapable to locate my package and therefore they are unable to refund. Frustrating experience and will never buy again from website or stores.”

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Posted 7 years ago

“Excellent service, helpful staff. Really happy with the service.”

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Posted 7 years ago

“I ordered a pair of Valentino shoes recently which were worn once and returned within a week and a half due to the sole lifting for a refund or replacement. I have other shoes from this designer so I am aware this should not occur especially after the first wear. This is thus a breach of the Consumer Rights Act in that they are not of satisfactory standard nor fit for purpose. Who actually purchases shoes of any cost to only wear once?! After weeks of returning via DHL I had to contact Selfridges to enquire about my return (they had simply forgot to update me!) only to be told they would not be refunding, replacing or repairing the shoes because the lifting was due to 'wear and tear'. What 'wear and tear' within a week of owning them...am I actually hearing right?! I obviously disputed this, and have since rung and emailed customer services on numerous occasions both during weekdays and weekends to be told managers are out, on leave or promised they will get back to me within set timescales to absolutely no avail! I have now requested the complaints procedure for a second time today to escalate this myself and again this is not provided. I mean we are all busy in our work life, all week I've had to leave Court when my cases are adjourned, to contact customer services in respect of this case. This is the worst customer service from any retailer I have ever experienced, and I shop a lot! This is still an ongoing case, and I will keep escalating it until it is resolved. I hope this will prevent other consumers having to go through this tokenistic ordeal!”

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Posted 7 years ago

“£500 item arrived both dirty and with part missing - spoke to and emailed various staff members who advised that unable to send missing part and will get back to me. Chased at least 6 times and finally was advised a 10% discount is usually offered but to be confirmed. Eventually was offered £40 (under 10%) which I turned down before I reluctantly was offered £50.”

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Posted 7 years ago

“This is the most horrible online shopping experience I have ever had. I received a broken item and I contacted them 8 times. I always attached the image of the broken item in jpeg as required by directly replying to their email as required. It has also been done for more than 8 times. However, they did not respond to me or refund me afterwards. They only responded to web form enquiry. I had to wrote to them to ask about it on their web but no attachment could be made in this way. So I was responded that "Please send an image" for 8 times. This is a dead circle. One month passed. I still did not get refunded. I called them and again, they just said "Please send an image".”

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Posted 7 years ago

“I am APPALLED that such a well known company could offer such awful customer service. I ordered 2 bottles of Creed perfume, and the first delivery was clearly damaged. The box was leaking so I refused delivery. It had not been adequately wrapped which was why it was damaged. When I called customer services they said they would not be able to issue replacements only a refund once the items were received back at their depot. I had to reorder items to receive them in time. (I was ordering these for a wedding happening in a few days). I repaid for the same items again, and when the package arrived there was only one bottle of perfume, not two as ordered. This was also badly packed with one box of aftershave rattling around in an enormous box with no protective packaging. We were also not asked to sign for the delivery by the courier who delivered this. I have sent 8 emails and had to make 4 calls to their customer service line and insist on speaking to a manager to even get an answer that they would not be issuing a refund on the second order. The 2 orders combined were worth over £1628.00 and I only ever received £385.00 worth of goods. Selfridges have promised a refund on the first order which I have not yet received, but are refusing a refund on the missing goods from the second order, as they claim their internal investigation proved that the goods were packed in this delivery. This is tantamount to accusing me of lying!! If you look at Selfridges Group website they claim “There's nothing quite like shopping with Selfridges Group. We truly put the customer at the heart of everything we do, whether you are visiting one of our stores or shopping online, you are assured of an extraordinary and unique retail experience.” Nothing could be further from the truth!! DO NOT BUY FROM SELFRIDGES!”

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Posted 7 years ago

“The worst customer service I have ever experienced. Ordered an item through 'click and collect' on Saturday for collection the following Thursday. It stated that an email would be sent confirming when the item was ready collect. Thursday comes and there is no email. I email to ask for clarification as to what has happened and they advise that the order 'failed' (thanks for telling me) and that money had not been taken from my PayPal account (I paid partly by PayPal and a voucher). This was a complete lie, however, as money had been taken from my PayPal balance that day. It gets worse. So, having no luck with their email, I decide to call them. I speak to a man who advises that he will arrange for a refund and for an e-voucher to be sent, but just needs to put me on hold. I am then put through to a makeup counter to re-purchase the item (without receiving any refund!). I have had to call again and have been informed that they will arrange a refund, which will be received in 3-5 days. I have no faith that it will, but will post on here what happens...”

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Posted 7 years ago

“Missing item no refund I ordered staub pot along with two items from selfridges and they didnt deliver the pot to me. The delivery logistic document indicate that they send is very light and could not contain the pot . I report the issue and their custome service spend 1 month on investigation and concluded that they cannot proceed refund . They tell me to approach police and report the pot stolen . Their customer service is soooo ridiculous and horrible I advice you all to avoid buying anything from selfridges.”

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Posted 7 years ago

“I would wished I read this site before decided to get something from Selfridge & Co. They sent me incorrect item, sounds like misleading, the product they sent me different with the image list. I contacted them for returning the product immediately. They already received the product back safely. And now i am still waiting for my full refund Not sure how long I would get it back. And they haven't get back to me. Hope no awful drama dragging from them.”

Selfridges 1 star review on 5th August 2017

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Posted 7 years ago

“Selfridges trafford did not have the size of bikini top I required and ordered one from there on line store for myself which I paid for with my credit card. When I went to pick up my item I was informed that the order had been cancelled ( no explanation why) and told that my accredit card would be automatically credited with the amount I had paid. Three weeks and several phone calls and emails later, no money has appeared in my bank account. Selfridges just seem to be giving me 'the runaround '. I have eventually had to put this matter into the hands of my bank, who are now investigating the matter. SHAME ON YOU SELFRIDGES. THIS IS NOT GOOD CUSTOMER SERVICE.”

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Posted 7 years ago

“Company sent me wrong size. Item was in the sale so when after I realised they sent me wrong size they had sold out of the size I wanted. Customer services basically told me there was nothing the could do.”

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Posted 7 years ago

“Farfetch is expensive for the old season.”

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Posted 7 years ago

“Farfetch is expensive for the old season.”

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Posted 7 years ago

“Hi We have shopped at Selfridges in Birmingham many times and always visit their Krispy Creme shop. We are always treated as friends, and Jo B and Ian who work front of house are just the best ambassadors a company could wish for. Please would you pass on our thanks to them and their managers. Thank you Dodge & Saffron Ferguson”

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Posted 7 years ago

Selfridges is rated 2.0 based on 270 reviews