Selfridges Avis 

I wanted to return an item to Selfridges, but my return was refused because it was a few days outside their 14-day return window. I was extremely disappointed, especially as many retailers offer a 30-day returns period, and I had expected greater flexibility and understanding from a premium retailer like Selfridges.
Throughout the complaints process, I felt that I was not treated fairly and that my concerns were not properly considered. Rather than trying to reach a reasonable resolution, Selfridges maintained its position and eventually issued a deadlock letter, leaving me with no option but to take my complaint to Retail ADR for an independent review.
For a luxury department store that prides itself on customer service, I expected much better. Unfortunately, my experience was frustrating, inflexible, and left me feeling undervalued as a customer.

Whenever I go to Selfridges I go to a lovely women called Anastasia. She is so lovely and she is brilliant and polite. Everyone should go her , she I will make sure you are taken care of

Do not buy anything from this poor company . Item return in exactly same condition as received however , Selfridges&co refused refund due to made up allegations of damage .

Very disappointed with my flower order from Selfridges. The flowers arrived damaged, causing me a lot of stress and forcing me to look for another shop at the last minute. Completely unacceptable for a luxury retailer. Poor quality and very frustrating experience — I would never buy flowers from them again.

Avoid paid £300 for ysl sunglasses, worn once and faulty sent them back saying wear and tear

Rude customer service also lost me as a customer after 20 years

If I could give a zero I would! I wish I had looked at trust pilot before buying through Selfridges.

Really disappointed with Selfridges’ customer care.

I bought sunglasses and a card holder as 30th birthday gifts and paid extra for them to be packaged separately with individual notes. When I went to collect the order, both items had been placed in one large gift box and only one note was included. The staff told me there was nothing they could do and took no responsibility for the mistake.

I then returned the items via Royal Mail. The sunglasses were clearly damaged in transit, as they were not damaged when I handed the parcel over. Despite this, Selfridges refused to issue a refund.

What makes this even more frustrating is that I had already purchased a replacement pair of sunglasses through Selfridges, expecting the original return to be processed. I’m now left with a second pair that doesn’t fit the recipient — and the original pair has been damaged by someone else, yet I’m still being refused a refund.

Overall, the experience has been disappointing from start to finish. I won’t be shopping with Selfridges again!! You’re better off going directly to the brand for better service and accountability!

I'm writing this as a warning to people shopping at Selfridges. I recently went in to purchase a penhaligons perfume at the Selfridges in the Bullring, Birmingham. I clearly pointed to and stated the name of the perfume I wanted and the sales assistant came back and out the perfume straight into a bag. I verified it was the correct perfume that I had asked for and she confirmed. I got home and found out i had been given a man's perfume with a completely different name. Tried to get a resolution with customer services at Selfridges and they were all dismissive and cold. Basically told me the store had done their investigation and they were happy with the outcome, being that their staff member was not at fault and they couldn't help me rectify this grave error. It seems Selfridges are happy to take your money but when there sales team make huge mistakes there is no accountability and no recourse for the customer. I have been left out of pocket for £245 and there is essentially nothing I can do because Selfridges do not care!! I will no longer be shopping at this store as they don't value customers just money!

Next day delivery paid for week later and still nothing
Customer services are very rude and unhelpful, they have my money and still not delivery

Saturday 25th April 2926 at 12:40 pm -I visited the Ground Floor sunglasses area at Selfridges earlier today with my wife and two children, and I am deeply disappointed by the lack of professionalism and basic courtesy displayed by the staff.
I approached the Optician section to ask if my Tom Ford sunglasses could be tightened as they had become loose. Despite the area being quiet, the young man stationed there—who was not occupied with any customers—curtly refused to assist me and directed me to the general sunglasses counter opposite.
Things only worsened at the main counter:
• The First Encounter: I approached a female staff member who had just finished a sale. Despite my attempt to be friendly and engage with the department (even complimenting the previous customer’s choice of Tom Fords), she immediately told me to "buy a tool and fix them myself." When I pressed for help, her first reaction was to defensively ask if I had purchased them at Selfridges, clearly looking for an excuse to dismiss me rather than provide a simple service.
• The Second Encounter: I spoke to her colleague at the other end of the counter. Despite also being free, he told me to "come back on a weekday."
As a customer who was perfectly willing to pay for the service, being bounced between three different staff members—all of whom were standing around doing nothing—is unacceptable. The team was rude, dismissive, and lacked the "World Class" service Selfridges prides itself on. I left the store feeling like a nuisance rather than a guest.
I expected much better from such a prestigious institution. I will be taking my business elsewhere in the future.

"Named day delivery" still not even dispatched after that named day has already passed, online chat blames warehouse issues and can't give a date it will come stating they're catching up with orders.... Reading through these reveiws looks like it's actually somthing that happens alot. You'd think for such a big well known company the service would be much better. Only my second time ordering from here and i don't think I'll bother again, how dissapointing.

Absolutely disgusting. Ordered 5x jazwares fnaf wave 2 plushies and they sent myself and EVERYONE else the wave 1 plushies. Fake advertising.

They knew what they were doing because their phone number leads to an Indian call centre. I gave all the correct info. My order number, email, name… everything.

The first Indian guy said it was incorrect info and hung up on me. 2nd call he didn’t even say anything. As soon as I gave the order number he hung up. Must’ve realised it was a fnaf plush return.

3rd time I tried I got through to a nice Scottish woman who managed to cancel it with the exact same info I gave the Indian guys.

Absolutely disgusting scam tactic. DO NOT BUY ANYTHING FROM SELFRIDGES! THEY WILL TRY EVERYTHING TO NOT REFUND YOU!

"I was initially worried by some mixed reviews, but my experience with Selfridges was brilliant. After a quick call to their helpful customer service team, I was assured my order was ready for dispatch. It actually arrived the very next day—two days earlier than expected! The product quality is even better than I hoped. Excellent service and a seamless purchase."

Refund eventually processed, but the process was unnecessarily uncomfortable.

I received five emails about my return being “reviewed,” then was told it had been rejected due to “signs of wear” — something never previously mentioned (nor was the item worn beyond being tried on at home) — and that the decision had been overturned.

If the signs were minimal, rejecting it and failing to communicate that at the time feels excessive. The tone throughout made a straightforward return feel suspect.

We were in Selfridge’s Manchester Trafford Centre yesterday Saturday 14th February. I purchased a bag of Vimto bomb bombs at the cost of £2.19 which were flavourless and we’re not worth the money they charged, but the worst thing I purchased at nearly £5 was an orange flavoured muffin. The orange flavour that was in it was ONLY in the chocolate on top, the muffin itself was completely flavourless apart from a taste of uncooked paste which I have pictures of showing it was hollow inside and the remainder of it was thrown in the bin. I would’ve taken it back and complained if we hadn’t been so far away.

We when to the London Oxford street store. I went to the Re-Selfridges department and was greeted by a lovely gentleman - Emre, he was polite, honest and efficient. He took care of the resale of my bag and I’m very happy Thank you Emre

Very disappointing experience.
The customer service is not good at all. Staff did not help me properly, did not take good care of me, and did not give me good advice when I needed it. I felt rushed and ignored instead of supported.

The item I bought did not fit me, even though I asked for help and advice before buying it. When I tried to return an item previously, they refused to let me return it, which was extremely frustrating. Now I decided to give Selfridges another chance and bought something new, but once again the customer service was not good.

There is poor communication between staff, no clear guidance, and no real care for the customer. For a store with such high prices, the service should be much better than this.

Overall, not a good experience and not worth the stress.

Having received my Christmas present (UGGs) on Christmas day and discovering the mini boots have a very small foot hole (I do not have wide fit feet and sized up). We have since tried to exchange, not a refund just happy to exchange. Due to their very limited refund period they have refused. This was my main present from my husband during a very difficult time of life and I can't express enough how disappointing this is. My daughter had kindly organised this for my husband and is feeling guilty that they will not exchange. PLEASE RE-THINK any purchases around a festive period because they seem to have a zero policy or compassion and their short exchange period is not in plain sight. On requesting to make an official complaint they simply passed it from customer services to the management team. We received an email which in essence surmises - sorry and referred to their policy. Many other retailers offer 28 days plus extra for Christmas etc. we wish we had purchased from an array of many other stores.
Ordered 13/12/25 - expected delivery date 18/12/25
Delivered 14/12/25
Christmas day 25/12/25- very happy and surprised but disappointed they did not fit.
So from 13th December their 14 day policy plus 5 extra days for festive = return cut off date 2/1/26.

This in my opinion given the time of year, is not adequate time, it is a busy time with family etc and surely this should be taken into consideration.

Re. request of an exchange, we called on 5/1/26 unaware the cut off was 2/1/26, which eventually led to email replies declining.
Having searched various online retailers policies - exchange periods seem to offer 28 - 30 days with extended for Christmas etc.

This is honestly the worst service and customer service I have ever experienced.
There was no proper support, no responsibility taken, and no real solution offered.
Because of this experience, I will be sharing my review everywhere to warn others.

Just went to return an item after Christmas and Selfridges, yes, SELFRIDGES only do 14 day returns.

This is something I would expect from a slightly dodgy website but honestly you are selling premium products at premium prices.

Complete rip off, I feel so sorry for all the other people leaving reviews who, like us, paid for an expensive item at a premium price only to get given an economy returns service. Outrageous.

Merry Christmas and we will not be shopping here again.

Purchased an Christmas present (shoes) on the 18th of December but they don’t fit. I have been told today I cannot return as it is outwith the ‘extended’ returns period. Apparently Selfridges return period is 14 days and the Christmas ‘extension’ is until the 2nd of January giving me 1 day extra. So uneccesary and just money grabbing of Christmas shoppers.