Selfridges Avis 

Selfridges has a zero return policy. They make it up as they go along. On the receipt it says refund only if item is returned’saleable condition’. This condition could be anything they choose. Avoid at all costs and shop at harrods or other designer stores. Very disappointed. Customer service was top class but the management definitely need to take more care for the customer. Literally no point of a receipt honestly

Bought a bag from here. The leather handle split after way less than a year and the customer service team have fobbed me off, despite providing proof of payment. Horrendous customer service. Avoid this company and find the same item you're after from somewhere else.

No stars.
Flowers were ordered to be delivered to my elderly mother for her birthday and did not turn up. I emailed and telephoned customer services so many times and did not receive any assistance. I was so upset about this and the rudeness that I encountered that I vowed never to shop there again.

Returned a pair of sealed headphones. Denied a refund as seal was broken by someone else during the returns process. Should have taken picture before returning. Awful customer service experience.

HORRIBLE place to shop.

I was given a Selfridges Giftcard recently and so I made a special 2 hour trip to their store in London, hoping to buy some items with it. Whilst walking past fragrance counters, I overhead a staff member say that their 'giftcard system was temporarily down'.

I then proceed to the Home department and BEFORE beginning to shop, I clarify with the staff if they are taking Giftcards to which they respond 'YES'.

So I then proceed to shop for 2-3 hrs and at the point of check-out- only then be told that their gift-card system was down!! What a colossal waste of time....

Complete miscommunication amongst staff

On top of this, no reason was given... they just said their system was 'down'. No sincere apology either and the only thing staff kept saying were "this is outside our control and nothing we can do about it right now".

The checkout staff sent me off to Customer Service to have a word with them.

Go to their high end 'boutique-looking' Customer service department on the 4th floor (more like customer disservice) and not ONE member of staff tried to think of a solution for us ( I wasn't the only customer with this issue).

One staff member in particular, Rabby, just kept defensively repeating "nothing we can do from customer service side".
I was in disbelief at how non-negotiable and non-solution oriented they were! She did not even bother to check what options were available. She then tried to fob me off and send me back down to the check-out counters.

Felt like I was being thrown around in circles. Tried not to cry, was at my wits end.

Perhaps they could have suggested paying and getting a refund and then amount taken from giftcard later on. OR buying items with giftcard online and choosing 'click and collect' option?

As a customer, I suggested more ideas on how to circumnavigate this issue than the actual staff did.

Frustrated at their extreme lack of effort to think of any solutions.

They could have emailed customers, OR made an in-store announcement, OR verbally informed us when we walked through the front doors about systems being down. But nothing.

I would not have wasted all these hours of shopping had I known in advance that their Giftcards were down.

Selfridges cost me 7 hours of my life that I will never get back. No reimbursement offered either for the cost of journey, parking, fuel, to get here.

Even 1/5 is too high of a rating. What a total mess of a business.

I love shopping at Selfridges! The customer service is amazing! Also the packaging is so Extra pretty, items wrapped in beautiful Selfridges custom tissue and embossed little drawstring pouches with pretty ribbons!
It’s the best experience opening a parcel from Selfridges!

I am really disappointed with the customer service on line chat - whilst waiting in the queue a long time I eventually got through to a colleague - whilst typing the chat no more longer than 2 lines - the chat ended saying out of time???? What in 30 seconds? I would like to know what the time limit is. I then tried again to find out i was 4th in the queue using the method by putting in a couple of words then adding to the conversation just to ensure the call did not end. The customer service put me on hold for around 5 mins and explained the reason my order was cancelled however I needed to ask a further question as the information given was incorrect - for the 3rd time it showed out of time! Whilst I was typing - Chat ended - no further forward! Customer service appauling

Buyer beware! I bought a handbag on the Selfridges website. When it arrived I quickly realised it was the wrong shade for my outfit so put it back in the box to return. I then received an email from Selfridges saying that my return had been refused due to the bag being 'covered in scratches'. They insisted on returning the bag to me and kept refusing my refund even after I explained I had not scratched the bag and it was only handled for a minute. I have received said bag back and to my eye there are no scratches, only one tiny 'crease' in the fabric which is likely a production error. This bag was in the sale and I had purchased the last one, perhaps ex display? Whatever the reason, their customer service is appalling. I used to shop in Selfridges a lot, but no more. I am taking my business elsewhere and advise you do the same.

Ps I am not alone in this returns nightmare with Selfridges, I read about a lady on Mumsnet who was refused a refund for an £875 pair of Louboutins after only trying them on a carpeted surface. Again they claimed 'scratches'. Beware!

Oh Selfridges .. where did your customer service become so bad!! You have definitely lost your sparkle!! Order from your online, courier DPD, confirmation of delivery but on collection, no parcel, I have spent the better part of yesterday afternoon and this morning doing your job! Where is the update email you promised me … same place as the parcel it seems …

Refusing to raise or address my complaint.

Genuinely the most horrendous customer service I have ever experienced. Ordered our WEDDING RINGS from this 'High end' store... they have not been delivered (despite us paying extra for specific day for delivery) It has now been a week since their declared delivery date and they have not processed a refund. Having asked to speak with a complaints team/ department - I was told that it's only the staff who can process the forms and that he would do it on my behalf (whilst scoffing in the background and repeatedly using a condescending tone). It's worth repeating that the items were WEDDING rings and only 1/7 conversations with customer service had any shred of empathy. I will quite literally never shop here again and urge everyone to order direct from brands websites. Terrible customer service.

If I could give 0 I would. Shameful and misleading returns policy for such a ‘high end’ store. Never known a business not accept the return of a sealed item. An absolute embarrassment and I wish I had seen these reviews before ordering. Stay away and go elsewhere!!!

Absolutely shocking customer service. Through no fault of my own I now have to travel 1.5 hours back to the store because an item is faulty. Either that or I have to cover the postage fees to send it back!!

Is there a 0!!!
I purchased a bag and returned it half an hour later to get the refund rejected
They have been going for weeks no response and barely any update
They claim they are investigating, well how could something returned within half an hour show ANY signs of wear
Selfridges are clearly trying to push their damaged goods through sending them to customers and claiming they were returned damaged
Such a cheap strategy for pushing stock
The worst customer experience with no care
This has been causing me anxiety and stress with customer service knowing nothing about service
Never again, such a cheap scam
No wonder they get the lowest customer ratings everywhere

I ordered a serum on Selfridges website and changed my mind. It was too late to cancel so I logged in to attempt to return the product straight away.
I was extremely surprised to then see that it said I could not return it. I therefore contacted customer care to request the return. They told me that this was clearly shown as non-returnable on the product page. I said it was not and they then went on to say it was in the product description tab. This is not on the product main page and is not ever visible or highlighted at any point during the purchase process unless you open up the description tab. This is really misleading selling and appalling behaviour from such a store. Also very rude and condescending so called customer service.

Lazy staff can’t be bothered to locate stock or they are still doing their same old tricks, cancel your order and then it’s back on line again.

We are sorry to tell your order 21….. has been cancelled. Unfortunately, when we tried to locate the stock for your order, the item(s) listed below could not be found. At this point we don’t know if or when more stock will arrive.

We appreciate that this is really disappointing for you. Please know that we really value your custom and are constantly monitoring our standards to prevent this from happening again.

Don't worry, if you paid with a debit or credit card, you won’t be charged for the cancelled item(s). If you paid via Gift Card, eVoucher or Paypal, you will be refunded with an eVoucher in a separate email.

Apologies

Obviously someone is not doing their job and monitoring their standards, as this has happened over 40 times over 2 years
Selfridges is the only store that lets you order but they send pointless email like above: they just put the item on sell so how can you not locate it. Their tricky staff want everything for themselves. If they can’t do the job with due diligence they should go and work in the one pound shop. Always the worst online shopping experience.

Very sad to hear from a friend recently who is still very upset months on after choosing to leave employment in Selfridges due to staff safety concerns.

My friend (who'd worked at Selfridges for years on a concession stand) was experiencing significant verbal harassment from a customer while the Duty Manger in charge that evening simply watched & did nothing to diffuse the situation. It was only when another employee stepped in that the situation eventually was diffused.

My friend subsequently had a panic attack, both during that incident & several days later when the same customer returned to threaten her again.

It was later discovered that the manager on duty that evening had not reported there being any incident whatsoever. This of course raised concerns as to how safe staff really are when they're on the premises (hence prompting my friend's decision to leave).

From what I understand, my friend's direct employer took this to HR, & (after much pushing) did finally get a meeting with a senior manager who seemed to offer some compassion & took the situation seriously. However, after offering to meet with my friend to discuss the best way to handle the situation, has since ignored all subsequent attempts at correspondence from my friend's employer to arrange said meeting. Consequently, she has been left, traumatised, & with very little closure.

What's more, Selfridges sounds like a terrible place to work. From staff being expected to stand for hours on end, to being told off if they drink water on the shop floor, but then reported if they leave their stand for even a moment (to actually go & drink some water).

It's 2024 people. Time to treat the people who work under your roof as humans. This behaviour is diabolical.

Absolutely shocking customer service. Purchased an item. Paid exorbitant postage, but date promised was in time as it was a gift. Goods of course didn't arrive and a week after the promised date still hadn't. Won't give me a refund even though they stopped the goods from being received by me. Have to file a credit card claim. DO NOT BUY FROM

Love going into London but the customer service via email is appalling. Really silly asking for information they don’t need and already have. Then unable to understand basic comments and email replies that are wrong and just go back and forth no resolution.

14 day return period for a major online store like this is unheard of in 2024, definitely makes them stand out versus the competition. Unhelpful for someone that travels a lot, often for more than 14 days. Called customer service and they had zero flexibility. Won't be shopping here again.