selfridges Avis 3 764

Genuinely the worst online shopping experience of my life. 2 orders, 2 cancellations. The first a quality check issues, the second they 'couldn't find the product'. Then to make matters worse, repeatedly ignoring emails when the refund never appeared. Eventually I had to call up to find out that there was an error with the refund meaning I had to reach out to my bank in order to have it released. A true comedy of errors.

I recently ordered a pair of boots from Selfridges. The delivery was fast and the item was very well packaged. The boots themselves are absolutely beautiful and it took me a long time to finally find them in my size.

Unfortunately, one of the boots arrived with a visible defect in the leather (a stain on the side). This was clearly not caused by me and appears to be a manufacturing or quality control issue.

I contacted customer service hoping for a replacement or at least a partial refund since I would still like to keep the boots. I was told that the only option available was a full return for a refund, and that a replacement or partial compensation was not possible.

This is very disappointing for a luxury retailer. When a product arrives with a defect, offering some form of solution beyond simply returning the item would show much better customer care—especially when the item is difficult to find in the correct size.

While the product itself is beautiful, the lack of flexibility and willingness to resolve the issue leaves a poor impression of the customer service experience.

worst company to ever order from, called up got told dpd said they was at fault i’m going to get a refund too get an email saying it was delivered correct after investigation, called back up the lady has no clue why i got that email because she has all evidence then got told they need to ask head office if i’m allowed a refund cause of the item value, mind dpd and said it’s there fault there is ring door bell footage it wasn’t delievered online it says delivered 5:19pm but when i checked too see where it is it was 5:14 so how can it be put up for delivery before i checked i recorded it all they have it… iv got legal advice and they have insurance with there couriers so they are taking my money and money from dpd… iv emailed and emailed asking for the dpd report nothing but citizens advice and small claims court can get that report from dpd because this is out of order if i read reviews before i ordered i wouldn’t of treble company working people they are robbing

The customer service provided by the online support team is appalling. I bought a few items on their website and everything went well; they delivered on time. However, after I bought a pair of trainers, which were quite expensive, a very unpleasant situation arose in my family, and I had to return the trainers to get my money back, because it was a very difficult time for me, my life and my family, so I returned the trainers and sent them back on 21 February. The parcel arrived on 3 March. I wrote to customer support to let them know that the parcel had arrived and that I wanted a refund. I even explained the situation in my life and asked them to speed up the process, but I still haven’t received my money. Today is 13 March, and I haven’t even received a message from them saying they’ve received the parcel, and so on. I haven’t received any notification that they are refunding the money. I don’t know if it’s just me, but I feel their customer service is terrible and everything takes an awfully long time.

Order number: 225559159

I called the customer service team today about a necklace we purchased with a voucher in store that has snapped! They could not put my call through to the relevant department / franchise and couldnt offer any help at all! Useless. As a regular customer in store this is totally unacceptable.

ETA (17/03/26) - Despite their message below, Selfridges has not followed up. They just want to give the illusion that they’d like to resolve issues once a negative review has been written.

I purchased a Samsung TV from Selfridges in May 2024 and the display has stopped turning on this week (March 2026).

I initially reached out to Samsung, who told me that the 12-month warranty had expired and there was nothing that they could do. I was advised to contact Selfridges, since I purchased it from them. I did so, was asked to send a video and response e-mail outlining the issue, which I provided, alongside highlighting that I would like to exercise my rights in accordance with the Consumer Rights Act 2015.

I received an incredibly abrupt and unprofessional response from ‘Jack - Selfridges Management Team’, who considered the matter closed because the TV was not purchased 6 months ago. He stated that: “Before dispatching any products at Selfridges, we complete a series of quality checks to ensure we can be confident in the condition of the stock we are sending. We repeat this process when we receive returns to ensure the item meets these standards.”.

It is therefore possible that during these ‘checks’, that the TV was damaged by Selfridges, or returned faulty and overlooked by Selfridges unless they can prove otherwise.

I was simply looking for an amicable remedy. A giftcard refund, to enable me to buy a new TV, or a repair would have been sufficient, since the TV model does not exist anymore and therefore cannot be replaced. Even just having a calm, professionally toned e-mail in response would have sufficed if there was truly nothing that could be done.

I am now escalating the matter and filing a formal complaint as the response from Jack in the Selfridges Mangement Team was unprofessional and does not align with Selfridges’ corporate policies & statements, or the high quality of customer care and service that Selfridges purports to offer.

I visited the Birmingham store today and was delighted to be served by Keith in Guerlain fragrance and Laura in REFY makeup. Both were exemplary, professional, knowledgeable and so helpful. They made my shopping experience one I really enjoyed. I spent more than anticipated but enjoyed learning about my purchases and will go back for sure!

With a mix up at the post office my John Lewis parcel went to Selfridges and vice versa. John Lewis returned the incorrect parcel immediately. Selfridges, despite numerous emails and phone calls have confirmed receipt of the incorrect parcel but are not returning it to me despite my offer to pay the postage. The comparison between the stores is vast. Selfridges customer service staff are polite and helpful but ultimately only correspond via email with their returns centre. Not holding out much hope of getting £800 of clothes back

DISCRIMINATION CAUGHT ON CAMERA On 17 Feb 26, 13.45pm my little granddaughter Ruby Rose neurodivergent, stopped outside Selfridges video phoned her mum, she was full joy and glee, her dream of going to visit Jelly Cats fish and chip shop had been realised, (for months Ruby had watched tic tok videos) as we entered the store through the revolving doors, I put my phone in bag as I get very dizzy and didn't want to drop my phone. Whilst in the doors a man squashed himself in our compartment, started rubbing his penis on my back and breathing on me, terrified, stress is huge trigger was narcolepsy and cataplexy. As soon as we could we got out the revolving door the sex predator continued to push up against me, my maternal instinct was to move Ruby to safety, as soon as we got away from him, I said to Ruby I think that guy robbed us. Sure enough my phone, crucial medication, and little purse had gone. Both being neurodivergent you can perhaps imagine how difficult this was, already over stimulated by a crowded shop. We made our way straight to customer services. SECONDARY TRAUMA AND DISCRIMINATION. The women was dismissive, we asked her to call security, the police, she said there was nothing she could do. However she did phone my phone and it was still ringing. She concluded that because the phone was ringing out, I had lost my phone and nothing had happened in their store. She was then kind enough to go on to find my phone, at this point Ruby crying begging both women to help us, "my nannie disabled, she needs her medication, we can't get home, i'll never see my mummy again, please please help us" Ruby sunflower lanyard is clearly on display, she clearly in distress. Lauren continued and she was persistent and thorough in showing us the map, telling us we had to 72 Brook Street to retrieve my phone. Remember this guy just sexually assaulted me, and robbed me. That we are two disabled vulnerable patrons. I explained I can't read maps or follow instructions, but she continued to say sorry there nothing we can do you need to go there. They refused to call security/ the police or even make log. Ruby words its because were disabled nannie they don't care, what is the point of wearing a lanyard if this how people treat us. I wish I was a regular kid" Selfridges own policies state they have zero tolerance to any kind of sex offences and discrimination. There are clear guidelines the police should be called, this has lead to offender being able to walk and dna evidence lost.
There is also a matter a quite safe space should of provided, instead we were sent out to track down the offender, There was no offer to call my banks, or concern for Ruby wellbeing.
We left store crying and terrified, the vendor across the road in green van, told is they are known for it, they don't want bad publicity. "Please madam you can't go to Brook street the police tell us all the time, never ever sent victims to try track them down. No money no mean to get home, an elderly women Jude, our guardian angel also said you can't go there. They both said there ws security on street and find one of them they will call the police for you. We found a couple security guards and another lovely young women who called the police for us. The police were very concerns and said they would get somebody out in a hour.

Absolutely not recommend
Purchased a makeup tint on their website, the actual item received was a significantly darker colour, and the representation on the website was not true.
It was unused and unopened, however, based on T&C i been refused a return.
Distance selling regulations mean nothing to them.
Unfortunately have to report to Trading Standards.
Had been shopping in Selfridges both online and in store for ages, spent thousands, but now would not be using them at all.

Placed a recent gift order for delivery, including gift packaging and a message. Only part of the order arrived and there was no note, so the recipient didn’t know who it was from.

After chasing several times via chat and phone, I was told the order hadn’t gone through properly and is now “stuck in the system” with IT. Despite this being known for days, I received no update and was told a refund couldn’t be processed. There was little empathy from Customer Service, and no clear explanation or apology.

Very disappointing experience — I expected much better from Selfridges, especially when sending a gift.

I bought a dress from selfridges (house of cb tulle midi dress)
Product arrived very timely. Didn't fit... the measurements are on the smaller side... returned the dress and bought the size up... arrived very timely again. Awaiting refund, which I think has been confirmed.
The dress itself is very lovely quality. Really impressed overall.

It is slightly annoying that I couldn't return to store and click and collect the exchange... but I was able to buy again and wait for refund, which I understand not everyone can do.

Did save me a 2 hour return drive to my nearest store.

Would definelty be considering selfriges again when I need another dress/ outfit.
Fantastic service and everything was worry free.

Attempted to get customer service for two pairs of Neuw jeans bought in mid-2025, but failed. Neither refund nor exchange was offered despite both pairs being unwearable and on the brink of total collapse. Selfridges claims liability lasts 14 days; after that, customers must contact the manufacturer. The ‘manager and ‘floor manager’ were dismissive and refused to take any responsibility or engage with the store's customer service when I approached them afterwards. This experience is poor for a high-end store, making it better to buy directly unless you accept clothes falling apart quickly and the prospect of receiving little in the way of assistance, support, or manners when you attempt to resolve it. Needless to say, my husband has refused to ever visit the men’s department again - if anyone is bothered! I'm a VSP, but that didn't even register by all accounts... Also bought a Chloe handbag at Christmas 2025 - stuffed, unpacked in a cardboard box, and posted - all for 1500!!!! Shape up, Selfridges. Your customer service operation needs a shake-up!! People will only pay high end when receiving high end service…. Otherwise they go elsewhere.

selfridges finally upheld my complaint and resolved refunds, so I got my refunds, sadly as giftcard and not real money, but better than nothing, i am not very happy but i put 5 because i finally met someone who did what person said she will do and service overall from her was oki

Numerous emails to retrieve a parcel incorrectly returned . Item acknowledged had been recieved by selfridges , with date and time . Not able to return as can’t locate . Loyal customer for over 20yrs . Will not be spending with them again . Very shortsighted of them . Sadly not the customer service I’ve experienced in the past .

Unfortunately I have to agree with majority of reviewers. I had the most painful experience trying to return an item by post. It took close to 2 months to get a refund after multiple email chasers.

Customer service were dreadful. Unhelpful. No consistency in complaint handling. Slow. No explanation for anything. Misinformation and being told a refund was on the way when it wasn’t.

Recently bought a Jellycat Bunny with Spring Blossom ears as he was sold out everywhere else so I was thrilled to find him at a great price and he was even delivered on a Sunday and packed very nicely in a box I'm very happy 😊

WARNING - DO NOT ORDER ONLINE
I returned a dress worth over £1,000 within the returns window in the same condition I received it. Selfridges refused my refund claiming an 'unremovable dirty stain' - providing no proof I caused it, no timestamps on their photos, and no evidence of the dress's condition before they dispatched it to me, no evidence of the condition of the box it was returned in. I did not cause this stain. It could have existed before dispatch, during transit to me, or during the return journey. Despite this, Selfridges have stonewalled every request for proper evidence.
Here is the most alarming part - search Trustpilot and you will find hundreds of customers describing this exact same experience. This appears to be a deliberate and systematic practice of refusing legitimate returns and hoping customers give up and walk away. I have escalated to my bank, filed a Trading Standards complaint, and am pursuing all available legal remedies.
Do not let Selfridges do this to you. If this happens to you report them to Trading Standards. I will never shop at Selfridges again and urge you to avoid them at all costs.

Avoid ordering online! I recently ordered a small box of Neuhaus chocolates (£31 including delivery) from Selfridges which arrived already out of date.

Customer services have acknowledged in writing that the product was expired on arrival. However, I have been informed that in order to receive a refund, I must return the item and await “brand inspection,” with no clear confirmation that return postage will be covered.

Expired food is, by definition, not of satisfactory quality. For a retailer positioning itself as premium, I found it disappointing that the resolution process has been procedural rather than customer focused.

After reading other recent reviews, I am also concerned to see reports from customers who state they returned goods and then experienced delays or difficulties obtaining refunds. That makes the request to send items back at personal cost feel particularly unreasonable.

I had expected a more straightforward and accountable response from Selfridges.

What was meant to be a luxury treat had became a source of disappointment and stress. My advice is avoid this online retailer.

I purchased some flowers for valentines. This was my first time ordering flowers from Selfridges,

The flowers arrived with an awful smell. It smelt like poo from a farm, also the flowers were already dying in parts.

I contacted customer services and I was informed they were waiting for a response from their supplier. 4-5 days on and still no response to my emails!

I would like a refund!