Selfridges Avis 

Lucas at Selfridges Birmingham was incredible and was so supportive and patient in helping my daughter choose her prom dress! He managed to find the perfect dress almost straight away and was excellent in helping us to match accessories too and overall made the whole experience really enjoyable for both myself and my daughter. Wish him all the best for the future! HR

Decent product selection for regular high street sizes but in general the staff are incredibly unknowledgeable about the products and brands within their store - even within their own floors and departments. Older staff (like 30s+ there seem to be no assistants who look over 45, except a couple of guys in menswear) tend to be incredibly unhelpful and just say they don’t know and to ask someone else, whilst the younger staff are generally super friendly and will at least try to help although often unsuccessfully. The in store experience at their flagship London store definitely needs to be improved re this and I avoid the website now because it’s so poorly tagged that you can never find anything easily plus it often doesn’t even let you check out. The experience doesn’t match the high end positioning. Still better than Harvey Nichols though

Do not buy online!! Items that are in stock when ordering become out of stock once money has been taken from bank. Received email the day parcel was due to arrive.
Customer services advised it’s a regular occurrence.

I ordered 3 gifts for my wifes birthday, paid for special delivery slot and gift packaging.
Nothing arrived on the day ,when i contacted customer services i was informed the order had been cancelled by the store
No presents = unhappy wife
Will not be using this shop again

Bought some balanciagas from selfridges 7 months ago hardly even worn them , the inside is falling apart has cut all my feet so I took them back with the receipt and balanciaga are refusing to change them , these have been worn a handful of times and I paid 685 pounds for them , how can they do this I’m disgusted by the way they have treated me

Zain in men’s footwear was amazing! We was shopping for my partners birthday present and Zain couldn’t have been more helpful offering advice and bringing alternatives for my partner to try. He was an absolute pleasure to deal with and was incredibly friendly and welcoming. Thanks Zain.

January: I purchased a Saint Laurent bag and paid for Selfridges+ to ensure free next-day delivery for the next year (though this was rarely honoured in the past!). The item did not arrive the next day and was then cancelled a few days later. I was sent some gift vouchers to replace the ones I used, but was not refunded the remainder I paid using my card. I spoke to various customer services agents, who all gave me conflicting information. The first one assured me that the refund had been processed; the second one assured me that the payment hadn't been taken and was only pending, even though AMEX confirmed it had been taken; the third told me that she would raise it with the managers and get the refund processed; and the fourth told me that I had been refunded, until I convinced her otherwise. This was finally resolved after I wasted several days speaking and emailing various customer service agents.

February: I tried to purchase the same bag and hoped for a better resolution this time round. I was initially given conflicting information about the delivery date, as I received an automated email which informed me that this would not arrive on the specified date. After yet another call to customer services, I was then emailed and informed that my item was due for delivery on that day. Shortly after, I was emailed by another agent and informed that it would be the following week. I then received an email which stated that delivery would be the following day. Nevertheless, I was just grateful that the bag was finally arriving. Today the bag arrived, and it was not what I ordered!!

Why is it proving so difficult to order anything from Selfridges nowadays? This was once a respectable company, but is now nothing less than a shambles!

If I could give zero for this company I would, having ordered a set of shoes online they were sent out and received by me as a gift for me parter. Having read the terms and conditions one stipulation was to not try the shoes on anything other than carpet. Making sure to try the shoes on a newly laid and cleaned thick pile carpet it wasn’t more than two steps that it was obvious my partner needed a smaller size in this brand. Having boxed them up and returned them I’m now being refused a refund based on the fact the shoes were damaged! Having made sure the shoes were in the same condition we received them in they’re now trying to get out of refunding my purchase! I will never purchase anything here again and will now call my credit card company to pull back a refund under section 75, it’s the one reason I use a CC for companies nowadays. Avoid!

I left a review for Selfridges a few days ago in regard to my missing item from my parcel. I got a response here on Trustpilot from Anna-lee asking me to contact customer service with the heading of “FAO Social” so they could review my case. Turns out they don’t want to review anything, what they want is your name and account so they can lock you out. Just when you thought customer service for this store couldn’t get any worse, they lower the bar. I paid for the yearly service for global shipping and now they won’t let me in my account. There are so many reviews on this site and others with customers telling the same thing over and over that it is not an isolated incident. So many stories of missing items, missing parcels and empty boxes and when you contact them, they seem to have a stock email reply. “They have checked the CCTV footage and your item was put in the package. They totally ignore your request to see this footage and go on to tell you that as a result of their investigation they will not be issuing a refund”. Sound familiar to anyone? It couldn’t possibly be theft on the part of their warehouse employees, it has to be the customer as that way they can keep your money and not be accountable to anyone. I hope that anyone thinking about ordering from Selfridges thinks again and order elsewhere. Check the reviews.

Purchased 3 items before Christmas, they were delayed in the US due to bad weather and when they arrived, one of the items was missing. I promptly contacted Selfridges thinking it was probably an oversight on their part because of the Christmas rush. Wrong!
Selfridges customer service has done nothing but give me excuses and tell me that the items were scanned and put in my package and that they fulfilled their contract. They will not be issuing a refund?? What? I was speechless, and have spent the better part of 3 weeks arguing back and forth with them, only to have them stop responding.
Online chat told me they were starting the refund process and that I would get a confirmation email. Nothing. They told me a manager would ring me. Nothing. I am shocked beyond belief that a store of this size would dismiss a customer like this.
I am bitterly disappointed since I had purchased many times with no issues. I was planning on making many more purchases in the future, but that's over. IF YOU ARE THINKING ABOUT ORDERING FROM THEM - THINK AGAIN. Their customer service is abysmal and they now have my £153 and my item.
***I see on other review sites that they have done this to other customer and the emails excuses are identical. Word for word, "we reviewed the CCTV footage and your item was placed in the package".

Had a £1000 gift voucher from my employer so bought a bag for £1100 which arrived on 30th December with a price tag of £980 attached. Can see the bag is for sale cheaper elsewhere but have asked for a refund of the £120 difference otherwise I’ll return it. Told I’d get the refund for the difference but got messed around for two weeks then got a “you made the right price” (made?) email back closing it off! Have asked to raise a complaint but not even had a response.

I received a large Selfridges food hamper on 30th December. The fridge contents in the cool bag were insufficiently packaged resulting in the foods knocking about inside and the Cool Gel Pack being punctured, leaking gel over all the contents.

Not only was this a mess to clear up, two of the cheeses were damaged and slightly split so I emailed Customer Service straight away to see if the gel was food safe where it had come in direct contact with the cheeses. I also mentioned that there seems to be an issue with the packaging of the chilled foods for the contents to be damaged in this way in transit.

I received an informative reply 10 days later! By this time I had disposed of the two cheeses for safety reasons in the absence of an earlier reply.

I thought the response from the "relevant department" was quite dismissive stating "Please advise customer to return item with cover note stating the issue to prevent this from getting rejected." Not only did they take 10 days to reply to an urgent food health concern, the cheeses would also have expired their use-by date within that period.

Additionally a further email was attached regarding the return stating "... you have 28 days to return items. The items need to be new, unused, in a saleable condition and original packaging, with all the labels, tags and any security devices or seals intact." This certainly didn't apply to two damaged chilled food goods.

I would've expected a much quicker response from Selfridges regarding food safety and also a reassurance that they would look into their packaging for future deliveries.

Incidentally I also ordered a food hamper from Fortnum & Masons in December with chilled goods. These were very well packaged with the similar Cool Gel Packs and sufficiently padded out with recyclable wool and sealed in bags for their journey. This arrived in pristine condition.

I placed a GBP1000+ order for Christmas and Seasonal items and paid extra for named date and time delivery of 21st December 8-10 am. For a few days Selfridges (via DPD who I did not contract with) sent me mails saying there is a one day delay. And then nothing. Selfridges didn't respond to direct chat messages including on Twitter for one week, and then no meaningful response. Their call centre operatives are apparently all in store attending to customers (showing that online customers are of no value to Selfridges) and automatically cuts off people calling the call centre with that message. Incredible. I finally got through another route and they said they will check with the courier. Two weeks after the contracted delivery date, 10 days after Christmas... This is a breach of the Consumer Rights Act 2015, specifically because of the extra payment for a contracted delivery time. Yet Selfridges appear to think they can operate above the law. Avoid this company at all costs - I have used them for 20 years with relative ease but buyer beware...I feel I have been defrauded and it seems this company is not the same company we know/knew.

Trying to use a gift card to make a purchase online. The website keeps telling us the card is locked. Three frustrating calls with your customer services team who seemed more interested in finding excuses not to help, before they directed us to your corporate who then directed us to the helpdesk. Ticket was raised to investigate. Called back several days later as I never heard back from anyone. I was told the ticket had been closed and the card is fine. Tried again and found it was not. Website still says the card is locked. A new ticket has been logged...I am not holding my breath.

NEVER ORDER ONLINE from these cowboys!! I bought an £1,100 Louboutin handbag as a Christmas present for my partner. It was removed from the box it arrived in on only 2 occasions - for a matter of moments both times (once by me to have a look at it and once by my partner to do the same).
She decided she wanted a different style so it was sealed up (in the same box it arrived in, with the same packaging). Courier collection organised by Selfridges.
They are now saying the return is rejected because it’s not in the same condition. This literally isn’t possible!!! The item was returned in EXACTLY the same condition in EXACTLY the manner they demanded.
It’s like walking into a store, putting it over your shoulder, replacing it on the stand and being told you now need to buy it. Absolutely disgraceful and I will be taking legal action if they don’t return my stolen money.
Order 201587583

I will give 0 if I could, I received a wrong item but when I approached to the Selfridges counter, no one cares about it and just asked me to return it. However the item is currently out of stock so I can’t even make a new order and this is a gift for my mom. I hope your warehouse can check the item before it dispatch to the customer. Really disappointed with it and will not recommend people to use Selfridges services

A DISGRACE! I ordered three things to be delivered on December 22nd - Christmas presents. I arrived, 2 didn't. No explanation, no update, no refund, no information. You can't get through to Customer Service, “they're too busy serving store customers”.

Terrible company. Disgusting customer service.

My 3rd order that's been cancelled by you for unknown reasons.

Refunded onto 19 evouchers now. What started from 1 gift card. Then 5 evouchers. Then 12, then 16. Now 19. Ridiculous. I've tried contacting you many times. Each time I get a run around. If you can't fulfil a single order what's the point.
Still waiting on my card refund as well.

Went in to london as on line was so terrible to order !!! I have never met a group of rude uninterested staff now it was busy with sales so as the staff are under extreme extra pressure I felt I was extra polite asking for help they gave one word reply’s and turned their back or walked away get some staff training done Selfridges you are not above the recession going on !!!!