selfridges Avis 3 764

I don't understand why I paid for next day shipping if this is the second time that they have not been able to deliver my package the next day.

I recently had a disappointing experience with Selfridges customer service following the purchase of a fine wine. Unfortunately, Selfridges declined to assist, relying on the time elapsed and suggesting that I obtain an “expert report” to prove the fault.
What was particularly disappointing was the lack of flexibility or goodwill. Given Selfridges’ premium positioning, I had expected a more considered, customer-focused approach rather than a strictly policy-driven response.
A disappointing experience overall, and not one I would have expected from a retailer of this standing.

21/04 I replied to the Selfridge note below (Matthew) but I got an AI response.

I’ve ordered a jelly cat , and payed 9,95 delivery to get it in time . Didn’t get it .
Contacted them and they were so rude , ended the chat , I will never be=ver use this site again … and prey the jelly cat arrives 39,99 worth

Giorgio has provided an outstanding level of service! Balenciaga you should be proud of your employee.

I placed order today but reivews were that bad I cancelled just don’t need hassled prob as I have had 4month wait on refund from another company

Had a reply from customer services
Promised to get right back.
Over to you Lynett

Shamas Sham Aziz the head of customer service.
Please act on these complaints. 7 calls to date no solution on when my gift to my wife may arrive
So my experience simple ordered two items online cardi and Trainer's. 150 pounds meaning free delivery.no 6.95 delivery charge that can only be removed on point of delivery.
Here lies the problem no items delivered still waiting no time given.
That was 4th April.
7 calls later still no email apology for late delivery not time frame of when we can expect my wife's gift
Phone team fantastic job of listening but still no real timescales.
Latest cardigan arrived unannounced no email to say it was on its way by pure chance someone was home.
So Selfridges what is going on
Our last call promised a call back guess what ?
Correct no call no time line told to give it another week the call
That will be number 8
Please press 3 for customer service

Update- a customer refund has not been issued (as promised by Jack), and I have received an e-mail confirmation that my order has left the building when I asked for it to be cancelled.

Absolutely shocking customer service. I purchased a jelly cat along with a year of unlimited next day deliveries only to be informed by Kirsty (customer services) that due to a new computer system and a backlog in Easter orders the order will not be received for another 4 days and they cannot refund me due to the order being processed. I then spoke to her manager, Jack, and he is arranging for a customer refund- but I will not be returning to Selfridges and will wait until my refund is processed. It’s another brand that has followed the trends of Debenhams!

Terrible company, avoid at all costs! My order that I paid for next day delivery still hasn’t arrived after two weeks despite numerous promises from customer services.
Edit: don’t take any notice of the selfridges reply - the customer services are no help, I’m starting to think they must be in financial trouble!

Wish I'd of seen all the negative reviews before shopping here, genuinely concerned after reading all these, I place an order ages ago for an expensive perfume, due delivery date came and went, I can't get in touch with anyone real it's all Ai, so essentially they've robbed me, absolutely appalled considering it's a luxury store, never seen such a poor trust pilot rating, I'll stick to harrods and elsewhere from now on and will be doing a charge back with my bank.

Five star experience at selfridges. Please visit. Very fun to browse around. Especially top floor Jellycat. Staff members are friendly too. Had a lot of recommendations and gift ideas from zainab.

So Frustrating!!! They sent the wrong item , but it said the correct item on the delivery note. So I opened it. Now they refuse a refund because the shrink wrap over the box has been removed, because I opened it, believing they had sent the correct item I ordered. After four calls I made to them no one has called back, but instead an email has been sent to say they are not refunding me. The item they sent is selling in their store in London for £400 more than the item I ordered ! Now, when speaking to the fourth customer sales representative, she told me that Smartec, their dept, who admitted in sending the incorrect item, does not have a contact number for her to call to check if they do actually have the item I have paid for. It’s 2026. Their tech department is not contactable by phone. Allegedly. I am close to £400 out of pocket and without the item I want. I still have the wrong item, but to me it’s useless , I am not sending it back until I have it in writing they are refunding me, but as each day goes past that’s looking unlikely. My next stop is to contact the CEO, then Trading Standards quoting Statutory Rights 2015. A company that was started by a man who coined the phrase “ the customer is always right” is most definitely not doing right by its customers as these below 2 stars show. I wish I had read these reviews earlier. I would never had gone near their website. I trust you won’t either having read yet another 1 star review. If there was a 0 star review I would be choosing that one.

Placed an order for a friend’s birthday gift on the 6th April. The order stated ‘pending’ long after any estimated delivery date had passed. I repeatedly kept trying to contact customer services but was blocked by their AI response each time. I emailed customer services to request this be looked in to and escalated. No reply.
They already charge an extortionate fee for standard delivery, so for items to then not be delivered and no opportunity for a refund is appalling.

I am deeply disappointed with my first experience with Selfridges. After placing an order and being promised a specific delivery date, my shipment is delayed without any tracking number provided.
When I contacted live support, the agent (Miruna G) was incredibly rude. She admitted there was a 'system issue' on their end causing the delay, and when I explained that I am traveling for Hajj in two weeks and requested to speak to a supervisor, she simply closed the chat on me!
This is unacceptable behavior for a luxury retailer. Taking money from customers and then ignoring them is shameful. I need my order delivered immediately or a full refund. Order 225632087

Shocking lack of accountability for a harmful product
I am extremely disappointed with my recent online purchase from Selfridges. I spent £68 on a hair care set that caused me severe hair loss and physical damage to my hair texture.
When I contacted their customer relations team, they completely dismissed my health concerns. They hid behind "hygiene policies" and "Terms & Conditions," refusing to take any responsibility for selling a product that is clearly harmful.
For a high-end retailer like Selfridges, telling a customer that hair loss is just a "unique reaction" is insulting. They provide zero protection for online shoppers when a product is faulty or dangerous. I will never shop here again. Avoid their beauty/hair section if you value your health.

Horrible experience they scammed me I ordered a bag from their worth £500 they never sent it - sent me an empty box I reported to customer service I showed proof went back and forth they called me a Lier and thief they were so unhelpful the lady was really racist towards me and didn’t help me one bit DO NOT ORDER FROM THEIR EVER - YOU WILL GET SCAMMED.

I was served by Deborah today! The sweetest and most knowledgeable customer service assistant I have had in a long while!

I ended up buying two of the north face bags just different colours! Thank you thank you!!!

I made an order via the Selfridges app for about £250 and paid an additional £10 for a Next Day delivery. When the order still hadn't been delivered 3 days later, I contacted support, and they basically said that, in the small print, it says they aim to deliver the next day, but it's not guaranteed, and refused a refund. I couldn't believe what I was hearing and even called up to speak to a different operator, but received the same info. I just can't believe something like that from a premium brand! Bonus: The 'live chat' agent was rude and ended the chat despite my asking further questions.

Started my Christmas shopping at the toy store at selfridges. Mohammed Nazmul was very friendly and helped us to find the items that we were looking for. Hope to visit again to finish off our Christmas shopping.

Visited house of cb in Manchester Trafford today and was looked after by the wonderful Erin. Erin was so helpful and friendly and helped me choose the perfect dress. I want to say a massive thank you to Erin for making our experience so good.

I like to experiment, and did so with Selfridges.com. I found the experience flawless and excellent.
I've shopped with the budget retailers like Asda, Iceland, Morrisons etc. Overall service I found adequate, substitutes and use by dates to be sometimes a pain in the jacksy. Sainsburys a step up.
The Ocado and Waitrose my two faves.
So I thought I'd treat myself and go upmarket, yep much more pricier, I'll try Selfridges.
I know it's pricier but worth it now and again, to try something more extravagant. My order came a day and a half later, all my order was there. Unlike the supermarkets that come and are bagless, having to separate yourself from the tray they arrive in, or the ones that do come packed in bags, with heavy objects on top crushing the lighter ones packed underneath that end up squashed like crisps or bread, Selfridges came in a nice sturdy box and each item neatly and individually wrapped.
So yes Selfridges impressed me, upper price comes with the name and quality of products, but the care of wrapping and presentation was a nice touch. In my opinion exta expense but worth the experience. I look forward to my next shopping experience with Selfridges. Let's hope it's like my first one. At the end of the day it's only money.....