selfridges Avis 3 764

Great customer care from Oluwadanilola on the Charlotte Tilbury department.
She was so helpful and polite. Oluwadanilola Helped make a decision on which foundation was suitable for me and made me feel at ease. Lovely friendly lady and knew the products well. Used the product today and it was fabulous.

SCAM STORE .... DO NOT BUY FROM THIS STOR
If I could give them 0 star ❗
Yesterday 13.12.2025 with my daughter went to branch at Birmingham Bullring than she bought Mac lipstick , we back Coventry , she was exited to use it , when opened it noticed it was used and broken and found a woman's hair on it then today morning we back Birmingham to exchange lipstick , we went to the lady who sold this lipstick to us than she called her manager and manager refused to return or exchange faulty product ...it is so disgusting customer servicing ,

...... A day after I put bad review in here , they ask me to contact and giving details so then I passed them shop receipt , photo of broken used lipstick after few emails pass on they sent me this outcome email that put in here to every one see it how they treat you finally ( just wasting your time is their main policy )
the copy of their customer service final outcome ⬇⬇⬇⬇⬇⬇

Dear Reza,

Thank you for taking the time to provide Selfridges with your feedback. I am writing to confirm that your case has now been referred to our Customer Relations team.

I hope you are well. My name is Donna Marie, and I will be assisting you throughout your query.

Our customers' experience is at the heart of everything we do.

I understand that you had a poor experience with our MAC beauty department in our Birmingham store recently regarding the return of your lipstick. I am sorry for this, as we do all we can to ensure any experience in our stores is extraordinary, but if something has gone wrong we're here to listen.

We will review your complaint internally and take the appropriate action to improve upon our services. Whilst we are unable to share the outcome of this investigation, rest assured we will action appropriately and it will be investigated internally.
Given that your purchase was made in-store, we regret to inform you that we cannot overturn the rejection of your return request from our end. We understand that this is not the outcome you were hoping for.

Lastly, I would like to sincerely apologise for your experience and for any disappointment caused.  In regards to your return, we won't be able to accept the return and cannot override the store's decision on this. 

If you have any further queries, please let me know by replying to this email, or you are welcome to contact our Customer Services team via phone during the hours 09:00-20:00 BST for any questions and advice.  

Thank you, 
Donna Marie
Selfridges Customer Relations

Ordered a christmas gift 6pm lastnight (Saturday 13th December) and was AMAZED to take delivery of the item from Royal Mail 10.17am the following morning (Sunday 14th December). This was with standard delivery too so I was in shock at the speed in which the order was processed and shipped. So rare for retailers to get orders peocessed and deliveried this fast these days, especially given the busy christmas period. Incredible service. Thank you Selfridges!

NB. I came on to leave my first positive review and im shocked to see so many negative ones - it seems my positive review is one of very few which is a suprise given Selfridges is such a high end store. As such id strongly advise you not to base your purchases off my review for fear of you not receiving the same service 🙈

Ordered perfume, quiet expensive ones. Parcel was delivered in an undamaged condition. However, all I’ve got were 2 water bottles. I reached out to there so called „customer service“ via email an phone. 2 days after they started an investigation I got an email saying there where no notes of the courier that the parcel was damaged and it was delivered and packed successfully. Yet the parcel arrived without the goods ordered. I will now have to battle with them and ask Visa for a chargeback. That’s more than enjoying this close to Christmas!

UPDATE *** I emailed them like they advised and was met with an automatic email stating

‘ We always hope that you love your new purchases, but if you've changed your mind, no problem! You have 14 days to return your items and all returns are complimentary. If the item is new and unused, with all the labels and tags intact, and in its original packaging, you’ll get a full, no quibble refund. If you would like to arrange a return for your online order, we have a variety of complimentary returns options for you’

They have made no resolution or further contact with me. I would strongly advise against shopping with them. The reply they gave to my review was just for show.

I wish I’d read the trustpilot reviews before purchasing. I would avoid them at all costs!

**********

I purchased a high-value pair of earrings from Selfridges which were faulty in that they were not as described, were sold without adequate or accurate dimensional information and such low quality for the price. This does not meet the standard required under consumer law, which requires goods to be as described and fit for purpose.

After contacting Selfridges’ customer service team, I was advised that I would be entitled to a refund on this occasion. I was instructed to return the item with a covering letter referencing my case number, which I did in full accordance with their instructions.

Despite this, the earrings were returned to me without a refund being issued and without a satisfactory explanation. This directly contradicts the guidance provided by Selfridges’ own advisors and represents a failure to resolve a legitimate complaint appropriately.

This process has resulted in a complete waste of time and falls well below the standard of service expected from a retailer of Selfridges’ reputation.

Customers should be able to rely on accurate product descriptions and on refunds being honoured where goods are faulty. Unfortunately, this was not upheld in this case.

I will never shop here again.

Ordered the £250 Advent Calendar and paid £5.95 for postage. On opening the item the box for Day 12 was completely smashed and torn, despite it being inside the “protected “ advent calendar casing and the postal box! Then we get to Day 8, supposedly containing a bottle of Jayne Levant Eau de Parfum with a RRP of £35. Day 8 was empty!! Raised with customer services and was told “Selfridges do not offer an exchange and we are unable to send a replacement for the item missing”. However they say they “are more than willing to authorise a 10% partial refund to try and help with the disappointment of the missing item”. So £25 so called refund to compensate a damaged luxury product that has been clearly overlooked during product control and clearly does not reflect the loss and disappointment of receiving such a flawed gift item from a so called luxury brand such as Selfridges! Extremely disappointing and discouraging. Because of my experience I am looking on social media and seeing equally disappointing customer experiences which only cements my concerns that I chose to shop with the wrong establishment.

Customer service. Really?
Selfridges used to be high end and they used to care about their customers and their experience. Not so now unfortunately. I know it’s only a small thing but small things matter. I ordered gift wrapped presents and gift cards. The gift cards are wrong. Selfridges show no interest in trying to resolve. All they have to do is send me the correct one. They are not interested in helping. They need to learn to treat their customers with more respect. Very disappointed

I was trying out an oud scent at the CREED counter on the 12th of December, and I asked the attendant if it had chocolate notes. He was very rude and looked at me like I was a moron. I used to work in Selfridges and did not treat customers that way. Not a good sales person at all.

Absolutely awful. I ordered a Christmas present, a box arrived... untampered with containing nothing but AIR. Who sends someone an empty box?! You would expect customer services to immediately send you your items... not 'raise an investigation'. What is there to investigate?! Even more annoying that it's a Christmas present and the size I ordered is sold out elsewhere. I wish I had looked at the reviews before purchasing.

UPDATE - now saying I need to wait SIX days for their investigation. It was 6 days on Thursday, it's now Monday. Terrible. Absolute robbers.

Terrible customer experience. I placed an order over a week ago from Selfridges.com and not long after had a notification that the item would be with me soon. The DPD tracking still shows as them having not received the parcel. I’ve followed up multiple times with customer service to be told numerous different things by different people.

Although DPD have not received the item, as confirmed by them, I asked to just cancel the order and get a refund. I was told this wasn’t possible.

I asked if this could be escalated to a senior member of customer service to be told this also wasn’t possible.

I asked if this could be raised with DPD/fulfilment to be told i would need to wait an additional 6 working days for a response.

A lack of focus on customer care is very apparent. It’s very much a computer says no experience. Not what you’d expect from a luxury retailer. I would advise anyone reading this to order from elsewhere, or you’ll end up out of pocket without the item you’ve ordered, and nobody willing to help.

Edit and in reply to Selfridges response: I have already emailed and spoken on chat numerous times with no resolution.

Amazingly bad service. Asked a manger in the food area where the xmas puddings were. He started looking up a list of restaurants. Yes restaurants.... I asked him what he was doing. He said he was looking for xmas pudding!!
I walked out...sale lost....this is a premium dept store in Oxford street, alledgedly.

What happened to this once prestigious store? The bar for employment in customer services must be subterranean. I tried to order online for grandchild's Christmas Present - but it wouldnt let order go through - I phoned to complain, it was apparently fixed, I returned to order to find the whole account blocked. They are spending days looking into it. What a waste of time. I ordered same product from Argos and it went very smoothly.

I placed multiple orders for client gifts, but items were never delivered. Tried to contact customer services but no one is dealing with the issue and DPD say it's down to Selfridges to resolve. Paid for items that have never been recieved, paid for unlimited deliveries and no way of getting refunds for either. Posting here as a last resort to get some help as my money is literally wasted.

Customer service advisers are useless. So far, I have had correspondence from three members of staff on one issue. All seem equally incompetent.
I hope Selfridges do not respond with their stock response asking me to contact customer services.

Returned an item, received an email saying my return had ‘been rejected’ and I would have to wait until they get back to me with why and what happens next.

Said it would be 72 hours.

When I called customer service they said they can’t tell me why it’s been rejected as there’s no reason listed, just that they aren’t refunding me.

The item was £745, not small change. Returned at the same time as another item that was accepted.

I am absolutely disgusted at Selfridges.

Return items at your own risk as it looks like they are happy to steal your cash.

I had one of the worst retail experiences I’ve ever encountered at Selfridges on 7th December 2025. My 15-year-old sister and I were detained by store security after being given 2ml tester samples which a staff member had told us were free with purchase.

Instead of listening to us, security approached us aggressively and treated us as if we were shoplifting.
It didn’t stop there.

We had even purchased 2 bottles of Tom ford hence why we received the samples.

They then demanded receipts for items we had bought elsewhere and insisted we prove they weren’t stolen. This was invasive, humiliating, and completely unjustified. No shopper should be interrogated about personal belongings from other stores — especially not a minor.

The behaviour from security was rude, accusatory, and unprofessional. My sister was visibly upset and shaken, yet no attempt was made to speak calmly, respectfully, or appropriately given her age.

To make matters even worse, security claimed the tester samples were paid items, contradicting what the sales assistant told us. It’s unacceptable that customers are punished for internal staff miscommunication.

We are loyal customers and business owners ourselves, and we expected better basic respect, professionalism, and courtesy. Instead, we were treated like criminals for no reason.

Shockingly, despite doing absolutely nothing wrong, we were forced to sign a banning form, and our photos were taken as if we were known offenders. The entire experience was degrading and completely disproportionate.

We left distressed and uncomfortable especially my younger sister who hasn’t stopped talking about how humiliating it was. This has completely changed how we view Selfridges, and after this experience, we’ll be thinking twice before ever returning.

What the hell happened to the Santa parade at 6 pm today waited over an hour on the 3rd floor and did it come up or down everything happened on the GF .
Must have been 500 people on the 3rd &4th floor very poor

Selfridges confetti spectacle was a complete let down. Staff told people they could view from any floor (but didn’t tell them where exactly the dancers will be performing). People were left disappointed when they waited for ages & saw nothing, except empty escalators. Even little children waiting in anticipation - but nothing. A false impression given & people left annoyed. The website didn’t make it clear either. Written by Khalida Begum

Complete indifference from 'customer service' that will cost them.
I have used this company extensively in the past, and had been using it this Xmas until yesterday.
I submitted an order and the computer said 'there's an error with your payment method'.
There was not, as payment was taken immediately.
When I emailed them, all I got was a claim that I would get a refund.
No explanation for the supposed 'error'. And no order, of course.
Goodbye, Selfridges.
Returing to Fortnums and Harrods.

UPDATE

Three weeks on and Selfridges have done absolutely nothing to solve a problem entirely of their own making. Awful customer service

A hamper was delivered this morning. It is probably a corporate gift but Selfridges omitted to include the gift card. I rang to try and found out who it was from. Due to the Data Protection Act, I asked only for the first letter of the company name that sent it. They refused to provide it. How stupid and unhelpful can you get?