Selfridges Reviews

Name: Selfridges
Address: 400 Oxford Street, London
Rating: 1.99

2.0 Rating 276 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a 1976 Quinta do Noval bottle of port and received a 1997, which we found online for circa £50, some £210 less than what we had paid. Absolutely shocked, especially given the amount of people we have sent bottles to over the years, now doubting they received what we had paid for. Customer service has been shocking, constantly having to follow this up, with zero pro-activity on the part of Selfridges. This falls well below the attention to detail we would expect from a premium outlet.”

Helpful Report

Posted 4 years ago

“Bought State of escape bag online. Received it but missing complimentary dust bag. I claimed it but they refused to send it nor not offering partial refund. State of escape bag should come with complimentary dust bag and I paid for whole thing over $470. Really disappointed their customer service and lack of knowledge about brand as stockiest. Will definitely avoid to purchase from them, and do not recommend to anyone.”

Helpful Report

Posted 4 years ago

“SCAMMERS! HEED THIS REVIEW AND DO NOT USE THIS SITE I purchased a Burberry bucket bag from them since their pricing is a tad bit cheaper than Burberry website and I am so sorry I made that call. I should have just purchased from Burberry direct OR another reputable site like Neiman's. I made my purchase on the morning of 3/15 and received email confirmation of shipping the same day of my order. Needless to say I was very excited at this quick turn around and assumed the delivery would be just as smooth BOY was I wrong. On Friday 3/19 I got a notification my package was delivered with DHL. I rushed home from work to check and the package was not there. It wasn't in my package locker nor my front door or mailbox. Upset and confused I emailed customer support that same day 3/19 and on 3/21 they responded advised they would open an investigation into my issue. I felt pretty confident as a reputable company that they would either locate the package for re-delivery or issue a refund to me. Unfortunately neither of these occurred. After almost 2 weeks of petty back and forth Selfridges has decided that me not receiving a package they promised to deliver is not their issue. They are stating that the package was GPS tracked (over 400 apartments at the same address btw) and that the delivery driver was interviewed and confirmed he delivered it to the right place (as if human error/ memory is super reliable). However on 3/28 they stated the package was signed for then on 3/31 they stated it was delivered to a locker? I will say if you live in an apartment complex or even a home for that matter do not order from this place. They do not care where the package is dropped, only that is it geographically NEAR your address. And if you dare complain they will only provide robotic responses similar to the ones on this post. this company will not do everything they can for you in the off chance your precious (expensive) package does not make it into your hands. They STILL cant tell me WHO signed for the package or WHAT LOCKER it was delivered to. They are grasping at straws to lie and above all not stand behind a delivery that was supposed to occur. Buyer beware!”

Helpful Report

Posted 4 years ago

“Selfridge has the worst costumer service. Got incomplete order, contact the company right away. Costumer service rep name Nick wrote to me : “Thank you for getting back to me. I have contacted the relevant teams to investigate further and I am currently waiting on their response, once I receive an update I will contact you as soon as possible with any information. If you have any further questions please contact me. Thank you, Nick “ Many days went by , many inquiries sent again and again. No more answers from them. Selfridges is a scheme. Please be aware. DON’T shop with this company”

Helpful Report

Posted 4 years ago

“ordered some Christian louboutin shoes for my daughters 21st birthady they arrived damaged/worn so i contacted customer service to request a replacement but they were out of stock and arranged a return ,i then got an email from tom (superviser)to say i carnt have a refund as they had been worn,strange as i have timed cctv footage and timed/dated photos of damaged shoes on opening (all within 10 muinites) the shoes have been tryed on instore or not checked properly before i got them and they ate now wanting to return them to me,no thanks i dont want my daughters 21st gift to be worn shoes when i paid £550 for new ones,im taking the matter further and wont be shopping again.”

Helpful Report

Posted 4 years ago

“It appears I am not the only one that is a victim of Selfridges empty box scam. I am having a nightmare of a time getting this issue resolved. This is completely unacceptable. I am still waiting to hear from someone, it’s been 20 days and I have had to contact you for any updates. I have repeatedly asked to speak to a supervisor/ manger and giving non stop excuses of why I cannot. Your customer service cannot even tell me if you had shipping insurance on the purchase or if you have filed a claim with DHL Express UK. You simply closed this claim like it was nothing. What really stuns me is that you actually printed directly on the front on the box that it contained a diamond ring!! Who does this? We ordered a ring in December 2020. when the shipment arrived on Dec 10 the box was empty. There was absolutely no ring! I had to chase Selfridges every few days for updates. Not once did they reach out to me on their own after I filed the claim. This was a $5000 ring! My ring doorbell camera captured the delivery, as well as me opening the box on my doorstep with a witness present. I have live and camera snapshots of the box and the condition it was while in the delivery mans arms. The box did not appear to be tampered with. I finally received a email today 20 days later from a representative saying that it’s to bad that it’s empty, and that their CCTV show the item being put in the box so they will not refund my money or replace it. End of story... not even looking into their shipping company. They completely left me out of $5000 and no ring. I have no idea if they put insurance on the ring when they shipped it, but they have left me stuck and it’s like it’s no big deal. Selfridges email response; We write with regards to your missing item claim of the Messka My Twin Toi & Moi 18ct white-gold and diamond ring. As part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order. We can confirm that after reviewing all available information, CCTV footage reviewed 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. ———- UPDATE————- Selfridges please explain to me your conclusion. On January 1, you informed me that you conducted a complete investigation. Written below is the January 1 email.... followed by a second email today January 6, that shows that you actually did not even conduct the a thorough investigation in the first place in order to make your decision. January 1 - As part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order. We can confirm that after reviewing all available information, CCTV footage reviewed 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. ****************** January 6 - I appreciate that you have been waiting some time on an outcome to your on-going investigation. I would like to apologise for the delay, however, we have now had a chance to complete all the necessary and available investigations thoroughly for you. ***** you claimed on January 1 that you completed the necessary investigation to make your decision, it’s incredible that you failed to contact the shipper, a very important factor to a investigation ***** During this we have first of all raised this with our dispatch team, they have double checked our records and the stock levels as it stands, from this check we can conclude that the correct stock was picked and packed into your order in line with our packaging guidelines. From here the items were dispatched to our courier partner, who were provided the necessary information to deliver the item to you. We have since raised an investigation with them and used all available evidence including GPS, which places delivery at the property where a signature was obtained. We have spoken with the driver who has confirmed that delivery has been made with no noted issues. **** you have claimed to have CCTV evidence on the email on January 1 , I have asked for this evidence but you will not provide it. Your story is not lining up. Please enlighten me, why wouldn’t you contact DHL on December 10 when I filed the claim? Dont you think this is a important part of your “investigation”? YOU CLOSED THE CASE ON JANUARY 1 AND NEVER CONTACTED THE SHIPPER!! After numerous posts on DHL’s social media on January 1, they had contact with you on January 2, 23 days AFTER I filed a claim. ************ Due to the results of the above, all available evidence indicates the contract of sale has been completed. We are therefore unable to investigate this any further and any further action with regards to this dispute would need to be conducted through alternative means. If you feel you have been a victim of a crime please contact the police. **** I am victim of the Selfridges scam! You people are the definition of fraud. I should call the police on you!”

Selfridges 1 star review on 7th January 2021

Helpful Report

Posted 4 years ago

“It seems a lot of people receive a empty box or defective items. I am a victim of their empty box delivery which leaves me out of $5000. We ordered a ring in December 2020. when the shipment arrived on Dec 10 the box was empty. There was absolutely no ring! I have had to chase Selfridges every few days for updates. Not once did they reach out to me on their own after I filed the claim. This was a $5000 ring! My ring doorbell camera captured the delivery, as well as me opening the box on my doorstep with a witness present. I have snapshots from the camera of the box and the condition it was while in the delivery mans arms. The box did not appear to be tampered with. I finally received a email today 20 days later from a representative saying that it’s to bad that it’s empty, and that their CCTV show the item being put in the box so they will not refund my money or replace it. End of story... not even looking into their shipping company. They completely left me out of $5000 and no ring. I have no idea if they put insurance on the ring when they shipped it, but they have left me stuck and it’s like it’s no big deal. Selfridges email response; We write with regards to your missing item claim of the Messka My Twin Toi & Moi 18ct white-gold and diamond ring. As part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order. We can confirm that after reviewing all available information, CCTV footage reviewed 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.”

Helpful Report

Posted 4 years ago

“If there was a zero star option I would have chosen it. I ordered a Xmas hamper on Dec. 2 For almost $400. It is the 24th Dec and it still hasn’t arrived. Every time I call they say it is ready for dispatch and it never gets delivered. I expect they will never will and won’t return my money either. Shameful stupid inefficient and infuriating.”

Helpful Report

Posted 4 years ago

“returned 2 Samsung laptops with a total value of approx £2000, dpd collected the items from my house and is showing up as delivered both on the selfrdiges website and DPD however i have only received refund for one laptop, i have been chasing the company for approx 3 weeks everyday which has been getting nowhere, have been promised a refund several times on several dates nothing so far as its been well over 3 weeks, best advise i can give to anyone is not to shop from here and for anyone who is having problems call your bank and ask for a charge-back. as long as you have the proof (emails receipts and tracking numbers) the banks side with the customer. The bank takes the money from Selfridges and returns the money anywhere from instant to 35 working days depending on who you bank with. I would give Selfridges 0 stars if i could!!!”

Helpful Report

Posted 4 years ago

“I was so excited to buy my first Paco Rabanne dress from Selfridges. But it broke after only have worn it 2 times. The rings came loose from the plastic and it's ruined. I can't believe it!!! I thought Selfridges only sold high quality brands.”

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Posted 4 years ago

“Unbelievable customer service from a store that prides in self in selling such high end goods. I have to keep chasing customer services for a product that was received damaged only to be told by one person that it is being investigated after I sent photos, then no response then to be told by someone else I will receive a partial refund for no fault of mine. Then I called in for the 3rd time to be told it will all be resolved by the morning and I receive an email saying a request for refund has been made and I will be informed. Nothing about how I can purchase the same item again @the 20% sale as it was a Christmas gift. Its totally shambolic! Please sort this out as its unacceptable!”

Helpful Report

Posted 4 years ago

“Read Trustpilot, where they have a rating of 1.8 out of 5 with over 1,400 reviews. We didn't until now and it was too late. Order # 103316167. Called customer service multiple times and e-mailed them 3 times. It was a complete waste of time. It is strange when a store that sells high-end items treats their customers so poorly. I'm from the U.S. and am used to the type of great customer service that Nordstrom or Amazon.com delivers so this is all pretty new to me.”

Selfridges 1 star review on 26th November 2020

Helpful Report

Posted 4 years ago

“My worst shopping experience ever My order: two Loewe bags costing 4100£ in total I received a completely wrong bag (first bag) and a slightly defective bag (second bag). I have taken photos of both bags and the problem of the second bag. I was so disappointed. So basically I took them out for 5 minutes for photos. Since I can’t get an exchange so I decided to refund and order again to get the correct one and a better bag. They refused to refund for the said second bag saying I have damaged it without providing any information of what happened actually. I spent my last few days chasing for an explanation without success. It is a 2000£ bag! It has wasted so much of my time and I genuinely suffer from serious emotional distress. I am still chasing.. SO BE CAREFUL THEY SEND OUT FAULTY ITEMS AND ACCUSE YOU HAVE DAMAGED IT. AVIOD THE SHOP AT ALL COSTS.”

Helpful Report

Posted 4 years ago

“Selfridges arranged a collection of a… I purchased a pair of designer shoes online as Selfridges, like many stores, were closed during lockdown. The shoes were too small therefore Selfridges arranged a collection service direct with DPD. Six weeks on and I still haven’t received a refund as Selfridges advise their company policy “won’t refund the customer until the courier either delivers the collected goods to Selfridges or admits liability of the lost items” resulting in the customer carrying the financial burden of the transaction. As a result of this, I wouldn’t feel confident ordering online again.”

Helpful Report

Posted 4 years ago

“Don't Trust These Incompetent Liars. Absolutely disgusting service, placed an order for three tablets costing nearly £900 only to have my order cancelled the following morning stating I hadn't passed security checks and by pure coincidence the price of each tablet had gone up from £297 to £349. On speaking to a member of customer service they informed me it was not actually anything to do with a security check and that it was Samsung that had cancelled the order and not Selfridges and that they would contact Samsung to find out why and get back to me. Apparently the items are shipped straight from Samsung and they can cancel your order even though your order is placed with Selfridges which is not on. No one got back to me so after 24 hours I contacted customer services again and spoke to a different member off staff to be told a completely different story and that the order was cancelled because it hadn't passed the security check but no actual reason was given and that what her colleague had told me previously was wrong, so basically I've been ignored and lied to and they wont honor the original price. What a circus and I'm sorry I didn't see all the negative reviews before I placed an order with these clowns, the staff at Chicken Cottage have better customer service skills so vote with your wallets and buy elsewhere because the bottom line is that they simply do not care, you have been warned.”

Helpful Report

Posted 4 years ago

“Updated: Potential customers DO NOT GET FOOLED with below ‘ contact social team they will be happy to help’ this is done just to make themselves look better. I have contacted Social Team and they are ‘ unable to help me further’ so as below they keeping my item/ my refund. Please save yourself hassle and money and shop elsewhere!! Dreadful experience! I should of read the reviews before purchasing shame I haven’t! I’ve purchased Gucci scarf- delivered all correctly. Didn’t like the colour so decided to return. Item was returned approx 20.07 ever since then I still haven’t got my refund. I have sent approximately 10 chasing up emails - no reply from anyone - no communication Eventually I’ve opened the case with them on Resolver- again no response since 01.08 so it’s another month going and I haven’t heard anything from customer service who probably lost my parcel hence no refund and no communication £225 short and big lesson learnt- avoid Selfridges at all costs”

Helpful Report

Posted 4 years ago

“Alexander McQueen Ladies Trainers My 18-year-old daughter has wanted a pair of Alexander McQueen Trainers for 5 to 6 months at a cost of £360. She had saved up and wanted to but them before the Covid lockdown. But had to wait as she missed it with the shops shutting. As soon as Selfridges at Manchester Trafford Center opened on the 15 June she could not wait any longer, so excited she went and bought the trainers and she had wanted for so long. Very pleased and proud of her purchase she brought them home to show them off to us her mum, dad and her sister. The next day on the 16 June she wore them for the first time and went to show them to her friend, she wore black pants/jeans. On the 17 June she went to put them on again and noticed that they had discoloured from the pants/jeans she wore the previous day. I returned them to Selfridges on the 17 June and spoke to the shoe department manager Stacey who told me that there was nothing they could do as it was not the shoes fault. That my daughter’s fault and that she should not have worn dark long pants that could meet the shoe as it was her fault. Basically, telling me that she should have only worn shorts, a dress, light coloured pants ETC that would not meet the shoe. Firstly, shoes should be made to stand contact with other colours from clothes and pants, at least more than once, before discolouring. I have worn white trainers for many years with dark black and blue jeans and I have never had this issue ever. You purchase what is supposed to be a top brand from a top brand store at a cost of £360 you expect certain things from them both. You expect to be able to wear the trainers more than once before any fault occurs. This is a design fault as I believe that they should have had some sort of fabric protection applied to the shoe to protect the shoe form this can of occurrence. After all you can get stain resistance carpets that will repel bleach but you can not buy a pair of Alexander Mcqueen trainers to with stand wearing pants or jeans. If it is the case that you cannot wear dark clothes then Jessica and other staff at Selfridges should advise the customer that the shoes are not fit to wear with anything that is long or dark as colour transfer will take place. My daughter was miss sold this trainer as Jessica and the manager Stacey who are more than happy to take your hard earn wages £360 but not advise you about how rubbish this shoe is at withstanding normal wear and tear.”

Helpful Report

Posted 5 years ago

“Had my perfume arrived two days ago and I have to say IT SMELLS NOTHING LIKE ORIGINAL. Was wondering why they sold it for 320$ .....”

Helpful Report

Posted 5 years ago

“The very worst on-line shopping experience I ever had. They cancel the transaction due to lack of stock, but they don't cancel the trasanction. It happened twice and Istill writing for my money back. I called customer service because by email they didn't reply, but it was useless as it is related to another department. I am still waiting. Don't BUY NOTHING THERE!!!”

Helpful Report

Posted 5 years ago

“I don’t even want to give one star Customer service !! joke , there isn’t any !! Order didn’t arrive , so promised a refund ..... still waiting , telling me to contact my bank with a code .. my bank saying contact Selfridges they don’t do that !!! Still waiting to get my money back .. can’t get anybody to listen or answer calls or emails left hundreds of both ! Don’t buy online from here , I certainly won’t Still waiting been 9 weeks now they’ve had my money !!!”

Helpful Report

Posted 5 years ago

Selfridges is rated 2.0 based on 276 reviews