Selfridges Reviews

Absolute Garbage never ever using this shower again ordered a beige YSL handbag for my wife's birthday as a surprise turned up black unbelievable customer service awful do not touch this company.

Not even worthy of one star, customer service dreadful. Their mistake sending a wrong item, which was intended for a very special occasion, and they couldn’t careless. They are not interested or bothered one bit about there customers.

More than a week ago i was at the backpack section and it was empty for so long. I was waiting and could not see any staff to help out, and when i ask other staff that work at Selfridges they say they don’t work in the backpack section and can’t provide the best service. Eventually after so long, a male in a suit came and served us. I thought he was going to be useful of some sort but he knew little about stock, prices, and bag descriptions which was useless. On top of that he had attitude.

Ground floor Chanel staff are very rude and unwelcoming
As someone who works in customer service it was among the worst I’ve ever seen
Get a grip on your hiring standards

My purchase was for Balenciaga speed trainers in the men’s shoe section in selfridges trafford centre.

There was an issue with the trainers on the first day & also with the inner sole multiple times afterwards.

Each and every time there has been an issue, my wife has been looked after and supported by the team in the shoe section.

Brilliant service going above and beyond, making the experience seamless and somewhere we can trust to make future purchases. In this day and age this is hard to find. Brilliant service is normal when your purchasing an item, but not after service.

The gent that dealt with it last time was Dereece & this time Daniel & Hussan. Thank you for your help and making the process smooth, easy and not uncomfortable.

We bought an air conditioner last year which had two year warranty. It broke in a year and we have been advised by the CS to go to the manufacturer when the manufacturer’s website suggested us to contact the dealer. It’s so stressful to deal with this situation and we’re really disappointed at Selfridges as we expected a better after-sales service.

My and my partner purchased two Tom Ford card holders in August last year.

After emailing Selfridges customer services nearly a week ago, Kim, Julian sent multiple requests for the same information and did not read any of the details we'd kept providing.

Their latest response has now advised that they will not do anything and we would need to contact Tom Ford directly. For one wallet that retails at over £260 each you really would not expect both logos to wear away in c.10 months time. Even more a shame that a luxury retailer such as Selfridges has such disappointing customer services.

My recent very bad experience: on Saturday 2nd July I made an online order for a significant amount. One item was a wedding anniversary gift for my husband and birthday gifts for my sister and my best friend. We flew abroad yesterday night so I paid the extra £10 choosing a morning delivery slot for 5th July since I needed to take all the gifts abroad. My order was not delivered by 10.30am per my order confirmation. The DPD link message said they had not received the parcel as yet. At 11am I called the Selfridges customer helpline. I explained I was leaving for Heathrow at 5pm and everything was gifts I needed to take with me. I was told they would call DPD and give me a call back. Nobody called me back with an update. At 2pm I called customer services again and spoke to somebody else. They told me they wouldn’t hear back from DPD anyway within the same day as it takes DPD 24 hours to respond. On this basis I asked for a cancellation of my order and a refund. I explained that normally I wouldn’t have minded a delivery delay but this order was all gifts I needed to take abroad and I’d be leaving soon for the airport. I was told they would speak to the relevant team and cancel my order. When I hung up, I backed up my two calls to customer services with an email explaining once again why I needed to cancel my order. This morning I received an email back from customer services. This was not to confirm my order cancellation, but to note that before they would look into my email and due to personal data protection laws, I needed to confirm the order number (which they had from my original email), my email address and the first line of my address. I replied straight away. No response the whole day. An hour later I received a message from DPD that they would deliver my package today. This confirmed that the second customer services representative didn’t cancel my order despite telling me that he would. The package was delivered and now with the concierge of my apartment building but I am abroad. In the meantime I had to buy gifts at Heathrow. The lack of urgency from Selfridges and the fact two customer services representatives didn’t really care to resolve the issue when I explained the circumstances has provided nothing but an extremely disappointing service from Selfridges. After being a loyal customer for many years, I will not order online ever again.

THE WORST SERVICE I've ever received. If I could give a -10 I would

Quick to take money your money and not provide the service. they've literally caused me so much headache!

Poor staff members.

I wont be back!

Delivery didn't get made so got an email with 2nd attempt for today but turns out DPD ended up trying to delivery yesterday which I received no communication of and now as a result delivery is going back to Selfridges. Spoke to online chat to help and was rude and utterly useless. will never shop from here again.

Nasty nasty company. These people are criminals and the online store should be shut down. Do NOT order from here. They will take an age to deliver then they won’t accept returns and when they do they will hold your money for 21 days. On top of this the CS are trained to stall you and fob you off. I didn’t think a company like Selfridges could be this bad but it’s worse than you can imagine

Please be very very careful when ordering with Selfridges. I returned two dresses back to them and they are now withholding my refund of £1,400. At first Yik from customer service sent out and email to say the item did not have its original tag. The dresses were sent out to me with the yellow selfridges tag placed in the tissue paper not on the garments. This is how I returned them them back! They are falsely scamming customers! After numerous emails and calls Yik then tells me the whole order is not being refunded for no reason whatsoever!!!! Again I’ve disputed, he then came back and said I’ve gone past the return date. This company lies and fabricates any old story excuse not to give you a refund. I’ve now had to take this further with my bank but the stress is absolutely horrendous. Please please don’t order with Selfridges it’s a risk you may never get your money back for no reason whatsoever. Yik is incompetent and couldn’t even get his words together on the phone as to why he has refused my return! Jamie from customer services is the only person who helped and agreed I should be refunded! Please look at all the other reviews!! You can clearly see a pattern! Please report them to trading standards! I will be going through every channel to make sure they do not get away with this

On my last visit to Selfridges, I went to the luggages department and was dealing with a blonde/ginger white man manager. The worst service I have had in my life. No manners and no professionalism! I wish I could name him but I forgot to ask for his name. He looks deformed, kind of cross-eyed, and was wearing a suit. He was a manager for sure. Anyway, shop at Harrods people their service is way better.

I attempted to return my parcel on 24/06 and the Royal Mail QR code did not work therefore, a receipt did not print for the items to be returned. I then contacted customer service (CS) and was sent another return label. The same thing occurred on 25/06 when I went back to the post office to send. I called CS, the agent was helpful and scheduled a DPD pick up for 27/06 and also provided a £25 compensation e-voucher. I genuinely thought this was the end… THIS WAS JUST THE START of the horrific service received by Selfridges and the CS team.

27/06 came, by midday I still hadn’t received notification of DPD collection.. at 1.15pm (lunch break) I called CS where I was told by Steph they were unable to collect my parcel. It was then scheduled for a PM slot that day. Shortly after my call, I received a cancellation email from DPD for my scheduled pick up (at this point I’m not only confused but extremely unhappy!!) I called CS back and spoke to Aston where I raised my concerns and that I really wasn’t happy with the service. He was rude, ignored most of my questions and showed no empathy towards the situation. Aston claimed that DPD attended my house that day (at 1pm) and that I did not answer the door. This was a complete lie, as i specifically worked in the living room that day and at no point did my door knock.
Strangely they could not provide evidence either… Aston rebooked the DPD pickup for 28/06, I asked to speak to a line manager as I really wasn’t happy with the service, the call was terminated by the agent.
I called back and explained what had happened with Aston, the agent was also not helpful and terminated the call.
I called back (at this point I’m upset) and spoke to Peter (he actually listened to my concerns) he completed a template for a manager call back.. his service was great however, we are now on 02/07 and a manger has NOT bothered to call and provide a solution for my service received. On 28/06 DPD collected my items (the only 2 items returned that I ordered) I genuinely thought this whole situation was over!.. NO..on 01/07 (approx 7.30pm) I received an email from Selfridges stating they had processed a partial refund. I was so shocked by this as and confused, BOTH items were returned and surprisingly the item they refunded was the cheapest item out the 2…how ironic! Yesterday (01/07) I called CS and spoke to Duncan, explained that I had only received a partial refund. Duncan stated he would raise this with the distribution centre and email me within 24hours.. however, stated he could not guarantee a refund. As a consumer, I don’t expect to return items and not receive my money for what has been returned.

I made it clear to Duncan if items were returned by Royal Mail (the method I attempted on several occasions) then Selfridges would easily be able to know I returned both items by the weight on my receipt. I asked Duncan what if the distribution centre say the 2 items were not received. What happens??! What happens to my rights as a consumer. I am yet to receive an update from Duncan however, did send a follow up email of the steps taken so far and that he would be back in touch. I have made it clear I will be raising a dispute with PayPal should I not receive a full refund shortly.

I’ll never order from Selfridges online again I’ve honestly NEVER received such poor service in my life. I have never returned items and not received a refund from an organisation before.
The overall CS experience I have received has been terrible to say the least! I have spent a total of 1 hour & 33 minutes on the phone to CS agents, this has been a massive inconvenience for me and is not a good reputation for the organisation. YOU CANNOT TREAT CUSTOMERS LIKE THIS.

I have now received a refund from Selfridges for the other item they initially failed to receive following my call. However I’m still not happy with how I have been treated.

Just had the most awful experience with Selfridge Customer Services (SCS). I bought a lip balm online (22/6) DPD were due to deliver 23/6. On 25/6 I rang SCS to tell them what had/had not happened. They rang back the following day to say that DOD were to investigate what had happened to my item. On 28/6 my lip balm was delivered by DPD …but…the box it was in was literally flattened, the delivery label looked as though someone had tried to rip it off the box and inside the lip balm container was wrecked at one end and the item itself was so smashed at the end to be twisted up so that the lip balm could be used, that the whole thing was rendered useless.
Now I know that probably DPD was probably at fault for sending the package to Coleshill, B’ham rather than the Reading depot BUT having sent several photographs of the flattened delivery and being told that I would not need to return the item to Sefridges, I asked for a replacement lip balm.
Today however, I was asked to return the item, not only that, but a refund was being processed for me and that replacements for online orders were not possible. What?! So how did it all work during the pandemic?
I now feel that Selfridges have taken a very high-handed stance and have in no way taken my request into consideration.
I will never even think of purchasing anything from Selfridges again, and who knows, I could win the lottery tonight and have millions to spend tomorrow……”big mistake, huge!”