Selfridges Reviews

Name: Selfridges
Address: 400 Oxford Street, London
Rating: 2.01

2.0 Rating 267 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 20th December 2021

Amanda

Selfridges 1 star review on 5th March 2021

Sarah

"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\u2019s 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? \r\n\r\nWe 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! \r\n\r\nMy 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. \r\n\r\nI finally received a email today 20 days later from a representative saying that it\u2019s to bad that it\u2019s 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. \r\n\r\nThey 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\u2019s like it\u2019s no big deal.\r\n\r\nSelfridges email response; \r\n\r\nWe write with regards to your missing item claim of the Messka My Twin Toi & Moi 18ct white-gold and diamond ring.\r\n\r\nAs part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order.\r\n\r\nWe 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.\r\n\r\nDelivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund.\r\n\r\n\r\n\u2014\u2014\u2014- UPDATE\u2014\u2014\u2014\u2014-\r\n\r\nSelfridges please explain to me your conclusion. \r\n\r\nOn 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. \r\n\r\nJanuary 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.\r\n\r\nWe 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.\r\n\r\nDelivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund.\r\n\r\n******************\r\n\r\nJanuary 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. \r\n\r\n***** you claimed on January 1 that you completed the necessary investigation to make your decision, it\u2019s incredible that you failed to contact the shipper, a very important factor to a investigation *****\r\n\r\nDuring 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. \r\n\r\nFrom here the items were dispatched to our courier partner, who were provided the necessary information to deliver the item to you. \r\n\r\nWe 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.\r\n\r\n**** 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. \r\n\r\nPlease enlighten me, why wouldn\u2019t you contact DHL on December 10 when I filed the claim? Dont you think this is a important part of your \u201cinvestigation\u201d? YOU CLOSED THE CASE ON JANUARY 1 AND NEVER CONTACTED THE SHIPPER!! \r\nAfter numerous posts on DHL\u2019s social media on January 1, they had contact with you on January 2, 23 days AFTER I filed a claim. \r\n\r\n************\r\n\r\nDue 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.\r\n\r\n**** I am victim of the Selfridges scam! You people are the definition of fraud. I should call the police on you!\r\n"

Selfridges 1 star review on 7th January 2021

Anonymous

Selfridges 1 star review on 26th November 2020

Andy

Selfridges 4 star review on 16th August 2020

Aman Ali

Anonymous

Anonymous // 01/01/2019

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

“The WORST customer service I have ever experienced! One month ago I ordered a dress from selfridges.com. Selfridges cancelled the order (as it was out of stock) BUT proceeded to charge me GBP42 for the delivery cost. Despite numerous emails and complaints, I have yet to receive any refund to date. Please stay away from these thieves!! There are plenty of other reputable retailers both online and offline.”

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Posted 5 years ago

“Hellish!!!”

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Posted 5 years ago

“Shocking service ...three times they have sent the WRONG item ordered...says it all...”

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Posted 5 years ago

“I ordered Alexander McQueen trainers for my daughters Xmas they sent wrong order and in men’s now out of stock and no Xmas present for my daughter shocking”

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Posted 5 years ago

“Just shockingly bad customer service. Speedy response granted but nobody used their initiative. I was told that a query about buying a gift card was not their responsibility but another company. No details; just computer says no!! The last gift card I buy (I usually purchase 6 per year) and my company always sends gift cards to clients; well not anymore. Last year my company and I purchased gift cards totalling £2100. With all that is happening on the high street I’m always shocked when you receive such bad service. I think retailers like Selfridges should look at what companies like Amazon are doing. Fear not they are coming after you!”

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Posted 5 years ago

“I was so surprised and disappointed by the bad costumer service I experienced...I can't believe that this type of large chain could even afford it. This happend to me twice by now! My package never got here at all, when I asked what's going on- since it was an urgent shipment, I was passed around between 10 costumer service representatives who "checked" for over 4 days. They never gave me an answer to why my shipping never arrived even, and offered 10 ponds voucher instead of the package...What?!”

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Posted 5 years ago

“Selfridges Just Lost Another Customer! Due to refusal to replace or refund faulty merchandise. -I purchased a bracelet for $470 -it broke in 5 different places within months of wearing it -I contacted them about replacing or returning it -they asked for pictures and gave me the run-around for weeks -they ultimately refused to take responsibility for the faulty item -I asked for contact information to supervisor to pursue this issue further which they refused to provide -I cannot believe they would ruin their reputation, not stand behind their products, and disgust a new customer over $470. I am taking ALL action to pursue this further on my own. DO NOT put yourself at risk by shopping here.”

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Posted 5 years ago

“Poor customer service ever! I bought a Mulberry bag from the Birmingham store while travelling and then I changed my mind and decided to return the bag (everything in original package) but because I live in Cardiff too far to travel back to return in store however, I found from their web that you can post it back to Birmingham store for return. Unfortunately I forgot to pack the receipt and covering letter in the package and realised it only after I posted it. I called Selfridges customer service immediately with all information (receipt number, Royal Mail tracking number and the parcel was delivered on that day and signed by them) on the 8th of September. However, every time I called them, they said they don't know how to get hold of the Birmingham store and they are mainly dealing with online orders. 16 days late after 4-5 phone calls and countless holding times (waiting for them to connect me to the store) nothing has happened. They still ask me to wait and they are not sure if the store has got their inquiry or not. They don't have any alternative way/number for me to contact. (they provided me a number for the Birmingham info desk but the number is not recognised) The whole experience has been very frustrating and I have never expected to experience such messy customer service system management with such privileged company. I would seriously consider again to purchase from them. Obviously, big name is not a promise.”

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Posted 5 years ago

“If I could give a 0 star I would. I never ever had such a bad purchase experience before in my many years of online shopping. I placed an order for a Valentino bag from this merchant, which I thought was the UK department store Selfridges who I assumed had service standards similar to US department stores. I didn't like the bag and returned it. Prior to returning the bag, I contacted the Selfridges customer service department to notify them of the pending return and request a pickup, as noted on their return policy. I returned the bag exactly as received, with the original labels all attached, and with the Selfridges dust bag that was included in the original box. A couple of days later I got an email that my return was received and is being processed. A week later I was shocked to receive the bag delivered right back to me. I called the Selfridges customer service and was told that an email was sent to me a few days earlier, which was a complete lie. 2 days later, I got a rude email saying that their return department examined the bag and determined that the bag was not in resalable condition as the Valentino tag was missing and the dust bag was not returned. I called customer service and explained that the original tags were all attached (I offered to send a photo) and the dust bag was included (no Valentino one was provided in the original box, only a Selfridges one which I returned). I was told that they will contact the returns team about this but all I got so far is an email saying they are still looking into this. This is blatant fraud - I have photos to prove the bag is in perfect condition with all original tags attached. I plan to dispute the charge on my credit card if Selfridges does not refund the purchase price ASAP. I have never encountered such behavior by a merchant before and I am a pretty heavy online shopper. Do yourselves a favor and stay away from this merchant. I can only blame myself for not reading all the other horrible reviews before ordering from Selfridges.”

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Posted 6 years ago

“Please do not use Selfridges.com. The courier failed to deliver the product (despite I having a 24 hour doorman) + is unable to trace its own courier (skynet apparently does not work on week end in Hong Kong nor do they pick up calls) + using the wrong number for allegedly trying to contact me, leaves me to say that Selfridges is aweful. In addition custom services are inept and simply apologises non-stop without actually solving the problem. Selfridges.com is unbelivably bad and all these expensive brands ought to be aware how terrible this shop is at distributing and sullying their expensive names. At this stage, I am pushing for a full reimbursement on the back that I never received my product and have threatened to put a claim against in court in the U.K. and HK. Stay away.”

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Posted 6 years ago

“Never ever had I such a bad experience with an online store. Placed my order in June, received the order, didn't like, decided to return. I've returned my item, and could see from the tracking that their partner in EU got my return. I've waited and waited, but no refund. I've contacted them, they said they never received my return. I've sent a proof and then they said I've returned it too late, so I'll not be refunded. I've proved that I've returned it on time, it's them who didn't pick it up on time from their EU partner. Finally they agreed to refund, but after a couple of days they are canceling my refund saying that the item was used. It was never used just tried on and all the security labels are attached. It's been almost 2 month since I'm waiting for a refund. Will never buy anything from them again. Meanwhile I've complained to the consumer right protection in UK, and will also file a complaint in EU.”

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Posted 6 years ago

“Ordered tv on Thursday 2nd August. Got confirmation and delivery was supposed to be Friday 3rd August. Was supposed to get email when order despatched. No email so contacted customer service via contact us on Selfridges site in afternoon and left message asking if delivery was definitely coming as nothing arrived. Still waiting on reply. Phoned customer services Saturday 4th to ask what delay was and guy checked my order and said it had been cancelled. I asked why and he said it was out of stock but there were 5 available when I ordered. He said they run 24 hours behind and tv was probably out of stock before I placed my order. What a way to run a business. I am so angry with Selfridges and I will never order from them again and I will also tell family, friends and everyone I can to do the same. I should never have been sent a confirmation number and delivery date. I didn't even get phone call or mail to say that my order was cancelled. The guy I spoke to said I should have. They had my email address and mobile number so there was no excuse. Customer services are hopeless, they do not provide a service.”

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Posted 6 years ago

“This company is a SCAM!!!!!!!! I have seen some people have been waiting 5 month for a refund! AVOID!!!! Sent back an item worth over £600 over a week ago. They sent a courier 4 times as they failed to collect (... after I told them that I didn't trust it). Now calling and writing to selfridges every day since it was received and the order is still showing as ready to collect. Customer service is useless! When you call they don't even know that it was collected and propose to arrange a courier. Will make a freaking scene on Saturday to the store I collected it. I better receive my money by tomorrow!!”

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Posted 6 years ago

“I have ordered gifts for friends from the selfridges website, both times paying for the highest delivery option to ensure the parcel arrives on time and in good condition. Both times I have been horrendously disappointed. Exceptionally poor customer service. The Box along with the PURSE were smashed up and crumpled. The box was a state, torn and stamped on! Definitely will not be recommending ordering online from Selfridges to anyone, unless they want a botched parcel and item. Ridiculous that this has happened twice and by such a supposedly “reputable” company. Absolute jokers and terrible terrible service, considering I paid £8 for delivery. Will definitely not be ordering from here again!”

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Posted 6 years ago

“Just Shocking, The customer Service not a word I would use is laughable. We received a gift that was to small, we have rang 6 times to try and understand how to get an exchange to re-purchase a bigger size on line. The only option travel on the train to London to exchange or refund the Auntie who bought the gift with the correct sizing but as we know with clothes they do not follow UK sizing. But in the 6 phone calls we have now ran over the 28 Days as it was a gift she had it delivered two weeks before her Birthday. So we know sit with a very expensive top that we cannot do anything with, and surprisingly Selfridges will do nothing to assist. They wont even give me a surname so I can ring and talk to the same representatives. Unfortunately you are destroying your own business with terrible service out of principle I will never purchase from Selfridges again, and suggest you save your sanity and purchase from a reputable retailer that puts customers first”

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Posted 6 years ago

“I will share my honest opinion of this shower. DO NOT PURCHASE FROM SELFRIDGES ON LINE UNLESS YOUR LIFE DEPENDS ON IT!! If I hadn’t been backed by PayPal, I would still be in the situation whereby I spent a significant sum for a watch for my partners birthday, but only received an empty box. Don’t get me wrong, it was a very nice Longines box,, but I was expecting a watch to be in it, as was my partner when she opened it. Apparently, because they count the boxes in their stock, this means they don’t have a thieving b?@&$rd in their warehouse, and I must have nicked it from the unopened box I gave her. As soon as they realise they may be at fault, they go into deny it mode. Customer service is the biggest joke out there. Just read the reviews on Facebook. Most have one star, so god only knows how they have an average 4.2 rating! I received perfectly undamaged packaging, delivered from the UK to Australia on the other side of the world seemingly unopened, yet it is my fault that there is no watch within!!! I repeat myself, DO NOT SHOP HERE!! Good job PayPal have some power and understand who is acting reasonably. Here’s a hint, it wasn’t Selfridges. Oh, and no Selfridges, you really don’t understand my frustration.”

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Posted 6 years ago

“Everything”

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Posted 6 years ago

“Ordered a Valentine gift from Selfridges as a surprise to my girlfriend with timed delivery from 7am-12pm. Called one of the customer service agent at 11:55am to ask about when the delivery arrive and got a promise that they will arrive in a few hours. Called them again at 4pm, different agent, saying that my gift will not arrive until the next day and offer me refund on delivery fee. I understand that on Valentine day the service will not be as fast as expected but not until next day while it is called "Timed delivery" and when I am willing to pay extra for better service. Have been customer of Selfridges for 6 years but I think I should find somewhere else more reliable.”

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Posted 6 years ago

“Due to unprofessional and condescending attitude at YSL handbag concession by most staff who just stand around with hands behind back, judging and talking about there customers, then arguing with us too, also choosing who to serve (customers who spend Thousands ££££) time after time. I now go new Bond Street and as I don't think this brand at selfridges deserve custom, i don't want to go back to selfridges because of my experience . I will say rest of Selfridges has been fabulous over the years but I'm sorry, 3 bad experience in same brand is not acceptable,”

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Posted 6 years ago

“Appalled to say the least; After buying my wife a pair of Christian Louboutin shoes for Christmas, I wanted to purchase through a reputable retailer. Being a surprise, of course my wife was unable to try on the shoes, which unfortunately did not fit. Having sent the shoes back to Selfridges, which arrived back with them on the 8th January, I was subsequently contacted to say the item had been received and that I would be contacted within 5 working days. Roll on the 22nd January when I received the next email, stating that the shoes had been returned damaged?? and the item would be returned back to me!! At this point you could imagine my frustration. Especially as the shoe was tried on, on carpeted surface at home and was clear within moments that the shoes would not fit – so could clearly not be worn. After voicing my concerns regarding the query, I asked for this to be escalated to management. After battling through several emails, I eventually received an email stating that a member of management would be in touch within 48 hours…5 days ago and still nothing has prevailed and nobody has bothered to lift the phone. This begs the question, why are Christian Louboutin partnering with a retailer who provide such poor customer service and who do not follow up on their promises. I am now seeking independent legal advice to try and get my monies refunded so I can proceed to purchase my wife a Christmas present (and certainly not one from Selfridges).”

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Posted 6 years ago

Selfridges is rated 2.0 based on 267 reviews