Selfridges Avis 

I made two orders on a Sunday evening and both arrived on Tuesday. Well packaged and wonderfully wrapped. Nice products received.

Everytime i can me into a store i get amazing customer service. The knowledge and help is just incredible from make up to perfume and being never being pressured into buying anything. They have so much patience seen as i am always so indecisive. Great staff in the Birmingham and both Manchester stores

I have just received the worst customer service I have ever received in my entire life! Your staff were rude, unhelpful and unprepared to do anything to help me at all!

I went to return a bra I had ordered online from you only be very surprised for a man who knows nothing about woman’s underwear to rudely tell me I should have read the small print and it can not be returned. He then went on to tell me you can’t get returns on bras anywhere wish is utter rubbish as ive returned to major retailers such as marks and Spencer, Victoria secret and boux Avenue all bra shops in the last week and they no issues at all with returning the exact same product .

I am now left with a bra that’s too small with no mention anywhere on the check out or order confirmation saying I can not return this. Apparently the small print is hidden somewhere and I was meant to read a hidden paragraph on your website!

I have no job as I am a full time career for my son awaiting his surgery and for a multi billion pound company to totally refuse my refund or even so much as a gift voucher is utterly disgusting!

Avoid this company at all costs!

Made my first order with Selfridges for some womens Veja trainers . I bought a size 6 and they were so small . They actually felt like a size 4 . So I returned them with a two day turnaround . I have just had an email saying they are not processing a refund £89. No reason just that someone will be in contact . I have just read reviews for this month and it appears everyone that is returning their goods , all in the packaging and unworn and it looks like I am to be accused of wearing the trainers on the one day they were in my possession . I fear that this is a scam or there are unscrupulous people in the returns warehouse maybe stealing designer goods to sell on . I categorically did not wear the trainers . I tried on the right trainer and immediately packaged them up in their box complete with tissue and cardboard inners . I am absolutely devastated to lose this money . I fear we are being conned . I am aghast as I thought this was an exclusive , high end department store . Something does not ring true about this. .I think trading standards need to be involved .

Dreadful service. Received dispatch email, followed 30 minutes later by an email to say my item had been returned to warehouse. Followed by an email to say “unfortunately, we are unable to process a refund”??! Tried to get an explanation and response via Instagram and email, to no avail. Opened a Resolver case and they replied asking for photographic proof that my item is broken??! Nothing is broken??!! Nothing arrived!!! Tried to resolve via Livechat, had to explain the whole thing again, and was then told they’d open an investigation….despite me being told that would be done a week ago. Absolutely shoddy service. I’ve now missed the birthday that the item was intended for, and have neither the order nor a refund.

Update! The livechat person said I’d be given an update in 24 hours. Guess what……? I’ve had no update after more than 24 hours!!!
I have honestly never experienced such terrible and disorganised and frustrating and non-customer focused service in my life. Place an order online at your peril!

Selfridges always does it for me and exceeds all the family expectations with luxury offerings and personalised service. Special shoutout to Carol, a delightful staff member who went above and beyond to ensure a memorable shopping experience.

I have previously had good experiences with Selfridges who delivered the orders via DPD. So I ordered Marshall speakers, assuming that it would be delivered via DPD as they stated on their website for UK deliveries.
However when I was notified that my order was on its way, it stated that the courier was Parcelforce who I had a poor experience with earlier this year. I doubted whether they would be able to deliver successfully but decided to trust in the process since the customer service representative said Parcelforce was the chosen courier for the tech department, not DPD; and I could not request a different courier company like DPD. After missing the initial delivery attempt due to being at work, I requested a redelivery date for when I would be at home all day via their website. This was accepted by the system however I was surprised when the courier still attempted delivery the next day and once the second delivery attempt was unsuccessful, the tracking page stated that I would need to collect from the depot - I can only assume my redelivery request was ignored. I called Parcelforce to see whether I could re-request redelivery and did so via the automated system. However given my past experience with my redelivery requests, I also tried to speak with a customer service advisor to check this request had been successful however he was rude and unapologetic for the issues with my previous redelivery request and he hung up on me whilst I was still asking a question. This make me extremely worried that my redelivery request would not be successful and that it would be easier and less stressful to just cancel my order so I called Selfridges that same day, who accepted my cancellation request and said they would contact Parcelforce to return the item back to sender from the depot. At this point, I was still hopeful of getting my refund and avoiding any further stress because of Parcelforce. However I was wrong - after seeing that the status of the parcel on the Parcelforce tracking page stated that it was returned to sender on 16th May 2023, I waited for an update from Selfridges but since there were no updates, I called their customer service on 17th May 2023 and was told that they had not received the item but that they would chase it up and that they did not anticipate it taking more than 10 days to receive the order and issue the refund. I waited but received no updates so called Selfridges again on 22nd May 2023 and was told that there were no updates and that they would email the relevant department as there was nothing else they could do. I waited again. No update since, so I called again on 25th May 2023 only to be told that no email was sent on 22nd May 2023, which did not fill me with confidence that this issue was being dealt with adequately. They said they would definitely send an email to chase with the relevant department since I had made the initial order on 5th May 2023 and that they would expect an update from the tech department within 24 hours. Again I waited. No update for 27 hours so called again on 26th May and was told that they would call the tech department whilst I was on hold. They then told me that the manager who authorises the refunds from the tech department was not in and would not be in until Monday, and the other employee who manages online orders in the tech department was also not in and would not be in until Monday so no refund could be issued until they authorised the refund. At this point, my stress levels were extremely high as not much progress had been made with my case despite my efforts at chasing up the customer service team. The person I spoke to seemed to pick up on my distress so said that given the extenuating circumstances, she would try to seek authorisation to issue the refund from her manager today however if this was not possible, then I would need to wait until Monday. She also stated that the refund would be issued on Monday at the latest as she was taking charge of this case. Currently I am waiting for an update email from her so will update this review depending on how the situation progresses, or does not progress.

Update 29th May 2023: so finally got an email from the person I spoke to on 26th May 2023 saying that "We have raised an investigation with the MARSHALL team, unfortunately we are currently waiting for an update. As soon as we have any information we will be in touch."
In other words, no refund can be issued.
I also read the message left by Matt but I am starting to lose hope that I will ever be refunded by Selfridges as it has been more than 14 days since the order was cancelled,13 days since the order was supposedly sent back by Parcelforce from the Parcelforce depot, and zero progress made with getting my refund since I started chasing it up. I don't think they care.

I Bought the Chloe Woody Tote Bag Medium Size online, paid £790, and when the bag arrived, there was a price tag on the bag which says £690. Still waiting for an explanation from customer service why I’ve got charged £100 more then what the price tag says on the bag

As a long-standing customer of thirty years I have been highly disappointed by Selfridges customer services. An expensive pair of boots were damaged beyond wear - with buckles ripped off - by their concession Timpsons. After months of emails and failures to reply for months their view was boots cannot be damaged during resoling, which I find ridiculous. They take no responsibility. I only used Timpson in Selfridges because of the Selfridges brand. They absolutely do not care about their customers. Probably one of the worst customer services I have experienced. TO ADD Selfridges replied and asked me to contact them. Almost three weeks on and they have not replied to my email. Really proving my point that customer service is very poor. FINALLY After a month of e-mails, and promising Timpsons would be in touch on a certain date (which they did not do), they have now said Timpsons in Selfridges will not deal with this. I could not even believe that Selfridges customer services could be so incompetent and waste their customer's time and money in this way

products are excellent, in store staff are brilliant. most of there phone customers are brilliant to but they do need to train the rest of the call centre operative as some of them caused me more issue but saying that there were representatives in the call centre that went beyond and finally resolved all my issue. been a customer for a long time and will continue

Went to the Mont Blanc counter in Selfridges Trafford Center. The assistant was amazing. I was just hoping for some contact details for Mont Blanc, but he (think his name is Jas) actually fixed my pencil. Also gave me tips to ensure I dont break it again!!

Many thanks

Terrible online service. Ordered package for abroad which I had specifically put details of country of delivery and billing address. Received notication delivery was being made to the billing address. Went through a long winded process whereby the customer services team refused to apply common sense of stopping delivery to billing address and at the same time reissue item to the correct address. The robotic customer service refused to think out of the box although I explained to them the package was for a special occasion so if I wait for the delivery then send it back surely as its their mistake the best policy as they have yet to even send the package is to stop the process and resend to correct address, i.e. stop the package to the billing address. Well in the end a light bulb went off in some part as they stopped the delivery to the billing address but still will not reissue rather they wanted the package to show process has stopped before doing so. Surely there ought to be systems in place where the mistake has been done by selfridges they can just reignite order. In the end I had to re-order and wait for a refund. When re-ordering, again another headache, I could not order the same item within 7 days as they had put a restriction on the order i. e. one item per person within 7 days. Yet again, customer service refused to think out of the box and I had to re-order using another email. What did I get for my troubles by way of recompense? Sweet nothing, rather belligerent robotic response one offering £10, then they moved to £20 and wait for it, went back down to £10. When I pointed this out to them, surprisingly have not heard a peep out of them. Clearly this proves Selfridges doesn't give a damn. Would I be using their online service again? No way, I will take my little pennies elsewhere in future. Thank you very much Selfridges NOT.

I was sent another person’s order by mistake. I’ve communicated with the customer service team several times by phone, email, online chat and I’m still unclear as to where my actual order is. I’ve been promised call backs and or email explanations
but they never materialised. Very frustrating. I’m now on the online chat again and it seems the team is so disjointed that it’s impossible to relay any relevant information to the customer. The company is very good ordinarily, but seemingly useless when a problem is encountered.

Update: following Selfridges reply to email FAO social, which I did on 10 may, nothing. I always receive an automated response saying they’d reply within 72 hours, but I currently have several emails that have gone unanswered beyond that time frame. It has now been over a month since I paid for this order, which I have never seen…

I had a problem with my order when it arrived. But the customer services team managed to sort the issue and give a refund with minimal hassle.

A big thank you to Carlton who served me in Offspring in Selfridges Trafford Centre. He was extremely helpful and quickly and efficiently sorted out my gift card issue. He has a very positive demeanour as do the rest of the Offspring team!

One of the worst experience to shop online , after delay in the order , they want to double charge me for customs and duties and their customer service need some one to assist them becasue they don’t do anything, even when u reach to top management it’s still the same , that’s what I call the beginning of the end to selfridge , specially when they choose a very bad courier to handle the shipment which is know as the worst is skynet / SMSA
It’s a mass fraud online shopping, be careful

Buying something on their website (not used it before).
You can't proceed with payment and delivery without a mobile number (it won't take a landline number and I don't have a mobile). Clicked on send them a message - "can't find that page". Hopeless. NB More than 10% of the UK population don't have a mobile (ie discriminatory vs poor and elderly).

Update to my previous post, still 5 star , booked the concierge appointment with Sisi, after exchange of messages and my not understanding the ordering process decided to cancel it. Anyway the end result was my daughter and I ordering 2 more dresses, going up to collect and try them on, we were invited into the concierge section, the service was excellent, my daughter tried on the dresses and chose one, the other dresses were refunded in full, the staff were excellent and I would highly recommend this service.
Sisi got my daughter a pair of shoes ( Jimmy Choo) to try on with the dress, they were beautiful and we are still debating on buying these :)
Thank you for making my daughter feel special (she had tears on the way home)

The customer service and returns process.is terrible. I returned an item and they took ages and never reached out to me first. They said I damaged it, total lie. I threatened legal action, funnily enough they admitted they were wrong and I eventually got my refund.

Now this being said ... There are 2 shining stars in their employ,. At the returns counter in the Trafford Centre their are 2 people who were absolutely superb and should be. recognised for this by Selfridges they went out of their way to help me navigate the stupid dim witted system.. They were brilliant.
Their names are Catherine and Mia
A credit to a company that doesn't deserve their devotion from my experience.

Having bought a mens Creed fragrance from Selfridges Manchester I noticed 7 weeks later and only using it 3 times it was starting to evaporate from the bottle. I marked the bottle to check and I was right. I returned it for an exchange or refund. Selfridges kept the fragrance for 24hrs (which to the naked eye would show nothing of evaporation), said they'd spoken to Creed and there was nothing wrong with it, refusing a refund or exchange.
I use top brand fragrances including Chanel, Mont Blanc, Armany, etc and have never experienced evaporation although have been advised if the bottle seal is broken being alcohol based the fragrance will evaporate.
Shame on you Selfridges for your arrogance and very poor customer service and relations.