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.

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

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

“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 6 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 6 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!”

Helpful Report

Posted 6 years ago

“Delivery late before Xmas . Spoiled present . What a shame”

Helpful Report

Posted 6 years ago

“Ordered $1000 worth of skin care and cosmetics November 26 and until now it hasnt arrived. I emailed them and made me wait for 6 days... NO reply. I rang them and asked me to wait for another two days to do investigation, unfortunately, no email and phone call received from them. Today, I rang them 4 times as everytime they transfer my call to supervisor, itcuts off (funny coincidence). The last conversation I had is with Diana.... gosh I cant understand what she is saying. To supervisors, Please review her phone conversation skills, she needs more training. She told me someone going to ring me today but I doubt it will happen. If they cant reply to all my emails before, phone call will never happen. I feel so frustrated, they DONT EMPATHIZE. They’re saying theyre busy right now, I need attention and action as well as my order was way lot earlier than Christmas shopping. It is Christmas and instead of buying new things I cant do it because Selfridges has my MONEY!!!!!!!!!!!!”

Helpful Report

Posted 6 years ago

“I ordered three items and one item was missing. I contacted them straight away and they said they would look into it. After 10 days they basically said they had finished there investigation and that the item was in the box and the delivery company hadn’t tampered with it . !! It was a very expensive Xmas present and they have flat out accused me of lying. I’m so unhappy about it!!!!!”

Helpful Report

Posted 6 years ago

“I ordered a gift for Christmas, the order was quickly processed and sent. What could be the problem? DELIVERY PERSON SPECIFIED WRONG CITY AND THE POSTAL CODE AND POSTAGE LEAVED FOR 600 KM FROM THE PLACE OF DESTINATION. in order, i specified right adress, but NO, its too hard send to the right address. I contact the support, explain the situation and they answer me that they are very sorry and send my email to the delivery person. and all. silence. and now, I will spend my own money and time to deliver the package on time and to the right address. and if some clever man wants to write to me - let the package come back - I do not have time for this I really wanted to make more orders here, a very good assortment, but no. This is the worst service in my life.”

Helpful Report

Posted 6 years ago

“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 6 years ago

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Posted 6 years ago

“Hellish!!!”

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Posted 6 years ago

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

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Posted 6 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”

Helpful Report

Posted 6 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!”

Helpful Report

Posted 6 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?!”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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.”

Helpful Report

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

Selfridges is rated 2.0 based on 276 reviews