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

“Ordered a Longchamp bag online. Received confirmation email but no despatch notice or bag on expected date. Checked order status online two days after expected delivery date to find it had been cancelled. First I'd heard! Emailed Selfridges who told me to check my PayPal account. All good, just waiting for Selfridges to take their money. Advised Selfridges but never heard another word. Sent another email but nothing. Very poor customer service and communication. I'll use harrods in future.”

Helpful Report

Posted 9 years ago

“if there was a zero star I would rate Selfridges customer service with it! I have been waiting for a refund since 29th November, called Selfridges customer services 10 times and every time they have a different issue! Last time they said they had a glitch with the system and the refund didn't go through and today again problem with IT! This is the most ridiculous excuse I would have expected from such a giant retail store! Totally disgusted !”

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Posted 9 years ago

“Disgusted with the customer service my wife bought me some creed aftershave for Christmas she was given a pre wrapped one wich turned out to be a smaller bottle than the one paid for we called customer service to be told bring it back to exchange that would meen a 100 mile round trip again at extra cost to us I find this totally unacceptable”

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Posted 9 years ago

“Appalling customer service. Wrong item sent twice. Trying to get a refund a saga that never seems to end. Overall experience disappointing and tedious”

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Posted 9 years ago

“I ordered some Campaign Truffles and paid £8 for next day deliver (which is absolutely extortionate for an item that weighs less than 400 grams). I paid the charge as I needed them urgently for a gift. At the checkout I it said that I can’t have tracking unless I sign up to their newsletter! Never heard anything like it before! Annoyed by this, I declined because I would be available all day to take the delivery anyway and I did not want to join their mailing list. Guess what? They signed me up to their newsletter anyway (started receiving junk emails almost immediately) and my order has not arrived. It hasn’t even been dispatched yet! No explanation as to why it hasn’t been dispatched. It’s now too late for the gift and I couldn’t be more annoyed. I won’t be buying online or in-store for that matter. They don't deserve anyone's custom. Disgusting. Overpriced and useless! Order number 26995093 (in case Selfridges care, which I'm sure they don't). Bad Bad Bad Bad Bad Company. Very Bad!”

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Posted 9 years ago

“Poor quality service, staff don't know product information. Staff are rude and one made an offensive comment to me. NEVER SHOP HERE, there are other department stores. Do not waste your time or money in Selfridges.”

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Posted 9 years ago

“I recently visited the Manchester Exchange store, and after being a loyal and regular customer for many years, I received quite possibly the worst customer service experience in my life. The staff are rude, inattentive and completely arrogant, maybe because they're so miserable about their jobs. It really is an issue that I feel needs addressing. From a company that apparently values customer service highly, it isn't exactly easy to detect when you're visiting in store. I purchased a Michael Kors handbag from the Selfridges Exchange in Manchester, which broke whilst at university. I returned to the Manchester store, months after purchase when it broke, and was basically dismissed and told to go away and resolve the problem myself. They gave me details of a website that did handbag repairs and suggested that we were to use that website, the details of which were basically verbally spoken, and not even in writing, so it wasn't like they exactly cared about the issue. After this terrible customer service experience, I went into the Michael Kors stand alone store on Cathedral street, where I basically explained my issues and explained how Selfridges were no help whatsoever. The manager went and got me a brand new bag, the exact same as the one that I had broke and needed repairing. There was no costs involve, and they did this despite knowing I had purchased the bag elsewhere. The contrast of the customer service between the two companies was ridiculous. It has completely changed my opinion and perspective. I used to shop in Selfridges due to being able to do all my shopping in the same store, makeup, clothes, accessories, food etc. But I will now never set foot in a Selfridges department store again, despite the convenience.”

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Posted 9 years ago

“I can't believe how bad this so called premium brand is online. Ordered then told out of stock. Still waiting for the other item to be delivered and it's over a month. No response from customer services.”

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Posted 10 years ago

“When trying to organise my daughters 18th birthday present I decided to use selfridges online site to place my order. I placed my order and received an email confirmation. The next day I received an email telling me my order could not be processed. On contacting customer service I was informed that my credit card had been declined. I called my credit card company to be informed that the payment had been authorised but selfridges had rejected the payment. This meant that a considerable amount of money was blocked on my credit card and would not clear back for a minimum of 5 days unless Selfridges could contact my card company to release the authorisation. I contacted Selfridges again and spoke to a customer service "manager" - I have never before dealt with such an unhelpful, unprofessional, incapable person in my life. He would not be able to manage a four slice toaster so how he gained his current position is a total mystery. I have experienced better customer service in my local corner shop. Selfridges refused to contact my card company and so continued to block the amount on my card. They insist I made a mistake with the billing address which was not the case and even if it was I would have hoped for some form of assistance to resolve the problem. I have since emailed the company to receive a very poor, bog standard reply that does not explain the complete refusal to help rectify the issue. Thankfully I was able to re-order via Harrods who still know the meaning of good customer service. Be warned - avoid Selfridges and use Harrods instead!”

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Posted 10 years ago

“Very very dissappointed with Selfridges. Supposed to be a prestigius retail shop. Ordered flowers for my mother for mothers day and believe it or not my flowers have not been delievered. I ordered flowers because its a very important day and wanted my mum to be happy. I am very very mad, upset because this has ruined my mothers very important day. Why take orders if you cant deliver. Never again will i order anything on this website, and trust will not encourage anyone else to. To make matters worse been ringing the customers service trying to track my order and how rude they were. Telling me maam you have the whole day for your flowers to be delivered. Really... What a crap crap service. Whoever runs this service should consider rearranging how things are done because this will make you lose business. I can tell you I wont be so you have just lost a customer here.”

Helpful Report

Posted 10 years ago

“Very very dissappointed with Selfridges. Supposed to be a prestigius retail shop. Ordered flowers for my mother for mothers day and believe it or not my flowers have not been delievered. I ordered flowers because its a very important day and wanted my mum to be happy. I am very very mad, upset because this has ruined my mothers very important day. Why take orders if you cant deliver. Never again will i order anything on this website, and trust will not encourage anyone else to. To make matters worse been ringing the customers service trying to track my order and how rude they were. Telling me maam you have the whole day for your flowers to be delivered. Really... What a crap crap service. Whoever runs this service should consider rearranging how things are done because this will make you lose business. I can tell you I wont be so you have just lost a customer here.”

Helpful Report

Posted 10 years ago

“Got an email from selfridges about mothers day 'order by 2pm saturday 13th and receive the flowers intime for mothers day' so i did its now half 8 at night still waiting for these flowers...waited in all day still nothing talked to customer service all they can do is refund me the delivery charge if they come today and he said they will be coming inbetween 19:30 and 21:00 at night still waiting what an absoloute joke. Worst delivery ever.”

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Posted 10 years ago

“I had received a refund some time ago for an item I returned to Selfridges in the form of a plastic store card. I live in Oxford and was suffering from poor health so I called customer service who said they could arrange to convert it into an e-voucher that I could use on line. This was in early December 2014. Suffice to say that after two emails and 8 telephone calls I am no nearer receiving the voucher nearly two months later. They even sent an email to me after a month saying that the voucher would arrive the next day. It didn't so after 3 weeks and two more calls I emailed to ask to speak to a customer service manager. That email has not been replied to. They said they would need to cancel the original card in order to issue the e-voucher so I have no idea if I now travel to London to visit the store if it will still be valid, or if my money has effectively been stolen. I will continue to pursue it until I spend the £66 owned to me. After that I hardly need to say that I and my family will never visit the shop again. Mr Sam Daws”

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Posted 10 years ago

“They literally scammed me and now theres nothing I can do!!! I placed an order with them, they took the money out of my account, then put the moneyback in and raised the price of the goods by £40 and told me to buy again!!!! Completely shocking i emailed them ten times and only ever got a few replies basically saying 'sorry for the inconvenience please buy these items at the newly higher price' .... Most ridiculous website i have ever bought off NEVER go here!!!!”

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Posted 10 years ago

“JOKE CUSTOMER SERVICE BIG JOKE NO REPLAY FOR EMAILS AND WHEN YOU CALL THEM NO RESPONSE.... NEVER BUY ON LINE ... WAITING 10 DAYS AND NOTHING NO ONE WILL BE ABLE TO TELL YOU WHERE IS YOUR PARCEL IF YOU GET IN TOUCH WITH CUSTOMER SERVICE BECAUSE IT IS A BIG DEAL! !!! AVOID SELFRIDGES BIG TIME”

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Posted 10 years ago

“My daughter sent me a link for a pair of oval platters that she wanted as a Christmas gift. Ordering from Selfridges web-site was easy and delivery was speedy and efficient. However, despite having a delivery note specifying two platters, only one was delivered. I phoned customer services to be told that my query would be investigated and I would hear back later that day. I heard nothing so then proceeded to e-mail the full details to the Customer Service Department. After another 5 days, I still had no acknowledgement and therefore I telephoned again. I re-iterated all the details and was told that I would be phoned later that day with an explanation. It is now 8 days later and no-one has contacted me. Selfridges were very quick to take my cash but £37 for one oval platter in the present financial climate is ridiculous.”

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Posted 12 years ago

“I would just like to highlight the fact that Selfridges is a lovely store with horrible customer service. I always walk away with great luxury and designer items when I drive an hour to the store. However, I've given them the benefit of the doubt and tried shopping online twice now, both to have terrible experiences. My first experience: After being told my purchase went through and receiving confirmation, my goods never arrived. I sent several emails, which they didn't ever respond to, I finally got in touch with someone who said that for whatever reason (they couldn't tell me why) my order didn't go through? The second experience happened when I ordered some little boots for my niece and they came in un-original packaging! One would think shopping at Selfridges you would be able to get new and nice packaging that say the brand of the shoe, but I guess not! Again no one was of any help!”

Helpful Report

Posted 12 years ago

Selfridges Reviews