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

“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!!”

Helpful Report

Posted 7 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!”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

“Everything”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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,”

Helpful Report

Posted 7 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).”

Helpful Report

Posted 7 years ago

“Selfridges do not even deserve 1 star but it wasn’t possible to review without at least 1 star! I will never shop with this company again after ordering sandals and paying for the product only to be sent a different product as the product I ordered was actually out of stock. Selfridges and co should never have accepted my order or charged me for the product in the first place. Instead, I was then expected to return the product(that I did not order) to the post office before I could get a refund (for the product I did not receive) Appalling service - let’s see if I ever get the full refund I have requested..........I have no confidence in this company whatsoever - I should have read the reviews first!”

Helpful Report

Posted 7 years ago

“I purchased a VR Headset for my 10 year old daughter at Xmas. When opened on the day we found that it had ADULT MATERIAL downloaded on to it of Asian girls. I am still waiting for an explanation, apology, replacement of item or now, after so long, a refund. I'm just being fobbed off by customer services who say the right things but nothing happens”

Helpful Report

Posted 7 years ago

“For my partners Christmas present I decided to purchase him a Kenzo jumper. On 22nd of December 2017 I came into the Kenzo section, picked the jumper and handed it over the counter to pay. The sales assistant that served me was Melanie, who re-assured me that if the jumper did not fit correctly, as I was worried it may be to big, I could exchange the jumper for a gift card with the same value as the jumper. Melanie re-assured me that this would be no problem and something that the department would be happy to do. A few days later, once my boyfriend had tried on the jumper once and told me it was too large around the neck area, I explained that he would have a gift voucher to spend in- store alternatively. So we headed up to Selfridges for a day out in London together. Unfortunately, what we experienced was an extremely uncomfortable and unprofessional shopping experience at Kenzo. I explained that I wanted to exchange the jumper for a gift card. The team they turned the jumper inside out and began to inspect a tiny deodorant mark on the inside where my boyfriend had tried this on. Another assistant was handed the jumper and proceeded to smell the item in front of us. Which I found extremely strange and unprofessional. He then handed the item back to us remarking ‘no’. I was shocked by the lack of help and assistance that was offered to us. After this I asked to speak to the manager of this department. At this stage, the situation became worse. We spoke to Sapphire, who we assumed was the department manager, we shortly found out that this was not the case and that we had been lied too. Sapphire proceeded to tell us the following: - The item could never be sold again due to this small stain on the inside. - All items sold from Kenzo are not display items and are sold in plastic packaging (my jumper was handed over the counter, at full price) - We could not expect a gift card for this kind of return. - There was nothing she could do about this. After 15 minutes of us explaining that this was a special gift and that we were clearly not given the correct customer service from the off-set. Sapphire then suggested to us that we should go and ‘get a baby wipe’ remove this small mark and bring it back up. She even explained that we should not use anything perfumed as then they would not be able to refund this item. I was completely shocked at the fact that as a paying customer, on our trip to the store, it was suggested that we go and clean an item of clothing. I then asked if there was anyone else I could speak to, we were then told that Sapphire was not the manager for this department and we were wasting our time talking to her for 20 minutes. We then spoke to another manager who was very helpful and apologised that we were told to clean the item. I am very grateful for the reassurance of this member of staff, who then proceeded to sort out my boyfriend’s gift card. Neither of us now feel that shopping at Selfridges is an enjoyable experience, I have told many friends and family about this situation and they have been very surprised.”

Helpful Report

Posted 7 years ago

“Still waiting for a refund on gifts ordered but cancelled 3 weeks ago... customer services not responding???”

Helpful Report

Posted 7 years ago

“What an utterly awful experience today in Selfridges, Oxford Street- Menswear department I have experienced the most upsetting and distressing customer experience ever at your store today Your outdated haughty approach at your London store is one that will certainly mean I will most defiantly be shopping with your competitors going forward. You seem to have lost your way with what good customer service is. Shame on you Selfridges, Oxford Street!!!”

Helpful Report

Posted 7 years ago

“Ordered and paid for 3 Christmas hampers for clients of mine2 arrived in time 1 I never received after contacting selfriges for 3 days and being passed from pillar to post eventually got a refund Shocking customer service will never use again”

Helpful Report

Posted 7 years ago

“Terrible customer service ordered an item 2 weeks ago not processed by selfridges had a confirmation email from paypal saying the payment was pending awaiting selfridges to process i contacted customer service to be told they had not got the order and would get someone to contact me ... nobody did i then emailed them complaining ...still no contact so i called them again the day after and was basically told that it was a problem at their end but the money hadn't been taken and i would have to reorder the item which has gone up in price by 20% and that they wouldn't honour the price i should have got it for .... this was a christmas present and i am extremely disappointed and upset by the lack of customer service by a company like selfridges”

Helpful Report

Posted 7 years ago

“Selfridges is a terrible company to buy new products from, most of the products, i've received personally were damaged with the label unstitched or falling off before even wearing it. Customer service online is terrible, I had to wait over 3 months for a refund. The shop floor is appalling, the staff are unprofessional, standing around talking to each other. The shop floor is like a jungle, all the staff are all over the place.”

Helpful Report

Posted 7 years ago

“Selfridges buys second hand goods.”

Helpful Report

Posted 7 years ago

“RETURNING THE WRONG ITEM THAT SELFRIDGES SENT YOU: THE NIGHTMARE | Still waiting for solution. As I promised, I will share this story with you with every mean at my disposal, facebook, e-mails, whatever - maybe it will reach the attention of someone that can actually do something. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Hi Selfridges, your customer service has been nightmarish enough to push me to post here with the hope that the presence of a potential audience might help you find the will to do your job properly: I spent an insane amount of time speaking with your agents to find a solution for the return of the wrong item that YOU sent me. This has been going on since Tuesday 02/11/2017 and as you know there is a deadline for returning items. I spoke with the following people, in order of appearence: FACEBOOK MESSAGES: Shanice, Connor, Anna-lee, Madi, Georgia, Anna-lee (again), Madi (again), Georgia (again), Anna-lee (again), Shanice (again), Connor (again). E-MAIL: Emma, Hannah, Cameron Besides the awful 'copy-pasted answers' strategy and the redudant declaration of sorrow towards my situation (apparently you're not 'very sorry for my inconvenience' enough to SOLVE this problem), besides all the pictures, screenshots, explanations of what I needed and what was wrong in the instructions you provided, nobody still has solved this situation. I tried my best to provide prompt informations and explanations while your agents answer once every half an hour. You know guys, you are getting paid to stay at the pc answering question, the rest of us just hangs in there for your reply for free. The first time we tried to return the item the agents arranged a collection via DHL (of which I wasn't really informed, but that's even the minor issue) I received an e-mail from DHL with a link to a page where, after following a data-filling procedure, DHL would have provided the waybill copy to print and attach on the package. Guess what, the infos present in the fields were actually wrong! So I spent an exciting hour figuring out why the DHL website didn't allow me to complete the procedure, giving me the 'wrong address' error - can you guess? The wrong address was actually the one of the collection office. I managed to fix this on my own, but the courier already paid visit to my house and since I didn't have the documents ready, I couldn't give him the package. Today I have the documents that need to be included in the package and I need a second collection arrangment - as Anna-lee stated during our conversation via Facebook Messages, after explaining what happened with the courier: We'd be happy to arrange another collection for you, and to make sure DHL arrange a specific time prior to this, we could ask them to call you. If you'd like us to do this, please provide us with your contact number. Thanks, Anna-lee Now I'm desperately trying to get this second arrangment done, but it seems (even more than before) I'm speaking with walls. I asked for this: So I'd ask you to arrange this for monday after 3pm, my contact number is: +0039 ********* Hopefully DHL will send me the link to the procedure for the waybill, as they did the first time we tried. Both via Facebook messages and e-mails, but I either get this reply: Here is the DHL number - 08448753025. You can contact them and arrange your own collection - INTL/Worldwide Inbound – 955464427 EU Inbound – 955464500. Hope this helps. Thanks, Connor Or no reply at all. DHL makes you pay (A LOT) to contact them via phone and I'm not willing to spend more money or time than I already did for this situation. Maybe it's the best courier in the UK, but for us mortals in Italy it's the worst - their website is a goddamn maze, procedures are not clear and couriers are rude. More importantly: IF I DON'T HAVE THE WAYBILL, WHICH IS GIVEN THROUGH THE LINK PROVIDED AFTER THE ARRANGEMENT FOR COLLECTION, THE PACKAGE CAN'T BE SENT. I will share this story with you with every mean at my disposal, facebook, e-mails, whatever - maybe it will reach the attention of someone that can actually do something. I hope this feedback will help your foreign customers to understand what they'd be getting into buying products from your online store.”

Helpful Report

Posted 7 years ago

“DON'T BUY FROM Selfridges, Selfridges is unreliable!!!!!!! Updated on 2nd Nov 2017 After i sent several emails to chase Selfridges to follow up my case, and i suggested them report this case to police because there is a thief in Selfridges. Finaly i got an answer within 2 days after i sent that email. I'm so disappointed with their so called investigation. it took 28 days for them to "investigate"the case. i have sent a video of the 3 items that i received with the original delivery box. And asked them try to put those 4 items in the same size delivery box that i received. We write with regards to your missing item claim. As part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order. Most importantly, all our orders are picked, packed and dispatched under CCTV at our Distribution Centre. We can confirm that after reviewing the surveillance and completing our investigation, the LOEWE Elephant leather coin purse was correctly packed into the order before delivery was made to your address. For this reason we are unable to process a refund. If you have any further queries, please do let us know. Kind regards, James ------------------------------------------------------------------- Updated: Selfridges just replied me the following message: Thank you for your email. I have looked into your query. I do apologise that you haven't received an update regarding your order. I have chased this as a matter of urgency for you. We'll ensure that you are contacted once we have an update. I do apologise about any inconvenience caused. If you have any further queries please do not hesitate to contact me. **** please don’t send me copy and paste message again. I need a refund! _______________________________________________ It has been 18 days since i emailed them regarding the missing item!!! I emailed Selfridges regarding The missing item "LOEWE Elephant leather coin purse" on the day that i received the order. i order 4 items, but there are only 2 dresses and 1 top in the parcel. the delivery box is so small which can only fits 2 dresses and 1 top. I'm so disappointed with my current shopping experience with Selfridges. the CS replied me that they will investigate the case for me, i emailed them to ask for the process but they replied me that the "Relevant Department" will investigate it. i have sent them 4 emails to ask for refund but they replied me the same thing again and again, the "Relevant Department" will investigate it. i paid GBP200 for the coin bag!!!!but not receiving it!!!!!! DON'T BUY FROM Selfridges, Selfridges is unreliable!!!!!!!”

Helpful Report

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.”

Helpful Report

Posted 7 years ago

Selfridges is rated 2.0 based on 276 reviews