Selfridges Avis 

I can honestly say that I have never come across such bad customer service as I have with Selfridges. I bought a Tory Burch handbag recently for £595, which I didn’t like and sent back via their courier collection service (DPD). I received a collection receipt from the guy who collected the package and he also took a photo of the parcel in my hallway.

After a couple of days I received an email from Selfridges confirming that they’d received the package but they could not issue my refund due to an issue, and customer services would contact me. However, nobody contacted me after two days so I called customer services instead - the person I spoke to could not tell me why my refund couldn’t be issued, and informed me that somebody would be emailing me to explain. I then received an email that same day, advising me that the package was empty when it arrived at the warehouse and that if I still had the handbag at home then please could I send it back..?!? Not only was I being refused a refund, but I was also being accused of fraudulent behaviour!! So I used a courier collection service that Selfridges offered, but am now being penalised after the courier stole the handbag - this was outrageous.

Many emails and phone calls have followed since I raised the query over a month ago, and I still haven’t received my refund or been told the outcome of the investigation by the courier company. Additionally, Selfridges seem to be ignoring my emails now as I am still waiting for them to respond to an email that I sent a week ago, asking for a deadline for the investigation to be completed.

Needless to say, I will never buy anything from Selfridges again.

Worst customer service to ever exist! I bought a pair of Jimmy Choos - one of the few pair of expensive shoes I actually own. It broke after 1 wear. I asked to be refunded and they refused it calling it “wear and tear”. £800 shoes worn one and the sole comes off, and they called it wear and tear - being that I filed for return straight away. I can genuinely say I will never ever purchase from Selfridges again. No regards to the customer whatsoever- they didn’t even offer to fix them for free. Appalling

The parcel time was delayed by dpd was also skeptical about ordering from here online as reviews were all bad but I did get air pods and they came in perfect condition aswell!

Worst customer service in the world. Never shop at Selfridges again. Bought expensive £825 Christian louboutin shoes 9 months ago & only worn 5 times as they are not everyday shoes. Strap coming away from heavy platform shoe. All they can say is wear & tear. I just want them repaired. That cannot even help me with this. Just washed there hands of me. Horrible people.

I ordered a gift worth of £170 from selfridges, and DPD delivered my parcel without signature. Then my parcel has gone missing but when I reported back to selfridges, they refused to compensate. They said the parcel was delivered. I have been shopping with selfridges for more than 5 years and this time it really disappointed me.

I unsubscribed from Selfridges junk mail and got in caps lock "WE HATE GOODBYES". Seriously?

Received a Gucci belt as a birthday gift from my sister.Present arrived and it was too small, Contacted customer services to get an exchange and they said that I was outside of the 14 days returns period so could not return or exchange. Escalated a complaint to customers services - same response back and forth - feels like they simply copied the same response ever time they responded to my email.No interest in trying to resolve the situation. I am appalled at the level of customer service. I would NOT recommend this store and not surprised with the level of complaints. Now left with a very expensive belt that does not fit anyone.HIGHLY DISAPPOINTING SERVICE will not shop here ever again.

I bought a pair of gloves after 3 hours cancel it , again I bought another pair and again they cancel it !!!! And again I bought other one and again cancel it, What’s going on?
You take money you confirm shopping and after that you cancel it?!!!!!!!! How many times?
You don’t know what you have in store?!!
EBay 100 times organised more than you.
It’s shame

I purchased a shoes from selfridges when only 3 stocks were available and after I purchased website updated with 2 stocks available.
Next day got email from them saying stock is not available and we will refund. After checking website it said that 3 stocks were available.
Its really disappointing for big retail to work like this and not keeping their website updated

Selfridges seem to have intentionally made the returns process for online sales orders virtually impossible to navigate (with order numbers not recognised, broken links, customer service chat function not available) until literally the day the returns window has closed. On top of trying on multiple occasions to use the returns portal and make contact via chat, I also flagged the issues and requested a call back on the customer care survey, all while supporting my family as my father was in a critical state in hospital - which I have offered to evidence to the Selfridges Customer “Care” team. I would also add that I am based about 10 mins walk from Selfridges, where I collected the order from less than 14 days ago - which incidentally is when their terms state the returns window starts but apparently this is a lie - however they also do not mention that Klarna orders cannot be returned to store at the point of the transaction.

On top of that there is no formal complaints procedure or escalation procedure, so no way of addressing this further.

Truly disappointed in the fact their online order system just doesn’t work (if your returns function is broken then you don’t have a functioning e-commerce operation) and the totally, bafflingly heartless responses of their customer “care” team on what is the 14th day since the order arrived at Selfridges for pick up and 9th day since I actually collected it. I can only conclude this is an intentional ploy to ensure as many sale orders as possible don’t get returned.

Friday 5th 2024 January Selfriges had a Christian louboutin bag for purchase, price £610 , description cross body bag. Put simply this was misleading & untrue a total shambles & a major embarrassment to the actual manufacturer of this item. However as per usual as being on line & not in one of the major stores Selfriges dose not want to address the situation, instead offer a £80 e-voucher, don’t have to look you in the eyes & explain the major blunder just brush you off & expect you to shop with them again spending you’re voucher with no other choice. Online Selfriges. Com absolutely terrible experience. Have a nice day DECLAN team manager😡

Robbing thieving pigs. Ordered a top as a Christmas present for mum fella. Turned out to be too small for him.

Returned the top for a refund. Week n half later I'm being refused a refund of £129. Wrung up few times demanding answers. Told someone would be in contact with update. Not heard anything. Received email saying refund hasn't been refused Nd that it was an automated email everyone gets after return. Never heard that b4. Still I wanted to know why they wouldn't release my money. They had no reason to keep hold of it.

Called today Nd was told it's gone to the refusal department Nd hasn't been looked at yet. Like if that was just an automated email Nd I hadn't been refused them why has it gone to refusal department.

Absolute scumbags. Shop here all the time. Will never shop here again I've literally been robbed by them. Wouldn't mind I wasn't even told Id get my top back they just kept my money n my item the tramps. Never again. Not letting this go at all. Made a dispute again the payment

Selfridges is a very unprofessional, arrogant, and frankly quite unremarkable and inflexible business. Placing an order with them means literally nothing. It could be anyone’s guess whether it will be fulfilled or not. Any mistake is blamed on a system error - which is very funny in the day and age of AI. I will never ever buy anything from them again. Pitiful.

Bought a Jo Malone set with canvas bag , the bag had a big stain on it, very
noticeable as soon as I opened box , as it was a gift I wasn't happy to give it to friend.
Spoke to customer services who said
stains not in our terms and
conditions so won't take it back . £118 item with a stain to me seems like damage which are in terms . Poor show from a big company , have contacted Jo Malone directly.

Ordered a Christmas Present not delivered correctly - failed to take any proper action despite DPD confirming their Driver went to an incorrect address. Been , told to wait 6 working days which would make it after the event. Please bear in mind when ordering especially if it is for a specific date. Recourse - would have been to send a further identical parcel. Would have given zero stat if possible.

Stayed in all day and then received a notification to say that the parcel has been delivered although the door bell did not ring. At the time of supposed delivery I was downstairs eating my lunch and next to the door. Photo by DPD shows a stranger in a doorway that is not my door, and not of any of my neighbours either - I have checked.

Raised issue with Selfridges and they were unwilling to help. I have to wait 6 working days to find out the outcome of the investigation. Unless someone is going to check the colour of my door (unlikely) then I don’t know what they will do. They will probably say delivered even though it is not. And I have to wait 6 working days which will take even longer due to Christmas and new years. It is a good thing it was not a Christmas present. Very disappointing service from Selfridges which should be a premium shopping experience

DO NOT ORDER FROM SELFRIDGES ONLINE. I only wish I had read all the terrible reviews before I ordered. I returned an unworn (didn't even try on it was obviously too big for me) designer branded VERY expensive hoodie within a couple of days of receiving it. Selfridges are refusing to refund it and I have no idea why, they have given no reason and haven't responded to any of my emails and calls to customer service get you nowhere. I have no idea if it's being returned to me but I suspect not and that its walked out the warehouse! This seems to be a very common occurrence with Selfridges and they should be ashamed. I will not letting this go and if have to I will take to small claims court. I will be reporting it to the police and being incredibly vocal about it all over social media.

I didn’t feel my prada purchase was adequately gift wrapped. I called the store and was directed to a helpful call centre who in turn appointed Kamran Mirza to assist me. He organised all the necessary items for me to repack my purchase. He kept contact with me via Text message and always responded extremely prompt with a very warm and professional manner. Thank you Kamram 👍🏼

Ordered a Christmas bauble as a present and for ordering from Ireland, the item arrived super quickly within 3 days and was packaged very neatly and carefully. Thank you so much Selfridges!

Absolutely horrible customer support who refuses to find a resolution for a clearly defective £629 coat whose fur shedding has made the coat unwearable. After talking with 5 different customer support agents for over 2 weeks, all telling me different things, even lying and saying they have already contacted me (when they hadn't), I was told they cannot help me due to "data privacy" when I have clearly given them all necessary information, order numbers, phone numbers, and photographs of the defective coat. This is not the treatment I expect from Selfridges. I do not appreciate being lied to and treated like this - the whole experience has left me very upset.