Selfridges Reviews

"I ordered food for xmas, nice things from 'home' and when it arrived someone had opened it, eaten half, stuffed the rest back into the box, wrapped and sent it to me!! Customer service apologised and refunded the cost of the opened item. HOW DOES THIS COVER IT? It is DISGUSTING! Do not order from there."

"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 \u00a3550 for new ones,im taking the matter further and wont be shopping again."

"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 \u00a3550 for new ones,im taking the matter further and wont be shopping again."

"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 \u00a3550 for new ones,im taking the matter further and wont be shopping again."

"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"

"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."

"My issues have been solved. Thank you very much to Marcus (Customer Services Manager) Thank you for dealing with my case and helping me get a refund. "