selfridges Avis 3 764

Offering a complimentary beauty service as a gift in their advent calendar but nothing is available to book in any store or remotely. Customer service was awful, no ownership or even empathy, effectively hanging up on me. There are plenty of stores who do want my hard earned money to be able to avoid this one.

I posted a one star review on the 20 January. Selfridges responded the same day with an invitation to contact someone called Matthew at customer services who would help me. I noticed that the wording of this response and invitation was very similar if not identical to that given to other dissatisfied reviewers. So what happened next? I reached out as invited, explained the problem (again) and after 3 or 4 failed attempts to engage customer services in an intelligent and rational conversation, I gave up. At the end of the day they simply weren’t interested, and there was no reasoning with them. I never got to speak with Matthew, despite asking for him several times. I can only conclude that the ethos underlying the concept of customer service is missing from Selfridges’ customer service. So what happened next? Nothing. Absolutely nothing. Selfridges response on here was meaningless. Selfridges actually don’t care that their Trustpilot rating is so bad. They do nothing to try and improve it.

Never shopping here again. Bought stuff from here for years, including a bunch of jewelry. Recently spent 2K on clothes. Took some to refund. They make you walk from till to till, no centralised service. Customer service on 4th Floor basically laugh at you. Do your shopping in SG or Dubai.

I placed an order with Selfridges on Christmas Day as a present to myself - I was so excited to receive my item that arrived on December 29th and was very upset to open my package to find an empty box - I ordered a Pulsetto device that was received unsealed and the device missing, only the charger and connective gel in the box.
Since then I’ve been in touch with customer services multiple times, sent photos, returned the empty box on January 4th that I have the delivery receipt of that was received by them on January 9th and I still don’t have a Refund - I’ve had to waste a great deal of time and energy emailing them to which they say they are investigating. Investigating what, you sent me an empty box - very very poor on Selfridges side and would question ordering from them again.

If I could give this company Zero, I would. A £500 handbag was sent in a broken box, with used tissue, with no protection or dust-bag. Contacted Customer Services and they were unhelpful, showing no understanding, empathy or apology. I asked to escalate the complaint and was told it would take days for their distribution centre to review this and come back as well as up to 72 hours for a manager to review my complaint. In the meantime, it will take 14 days for my order to be reviewed and refunded. The cheek of it! A refund for an order that was not sent complete! Disgraceful attitude and total lack of any customer care. I will NEVER order from them again. To make matters worse, it was a very special birthday gift from my husband.

I've been told that my delivery will be delivered by 1/1/26. Even though I haven't gotten my delivery the tracking app shows delivered. Contacted live chat support and it's the most useless shit ever, asking for multiple 72 hours, 48 hours, will email which I never got. Parcel was only sent out on 5th Jan, delivered on 14th which never came. It's my 22nd order and I've never faced such problem with DHL, now using SKYNET and it's shit

I am genuinely shocked by the way I have been treated by Selfridges in relation to a recent return.

I work within the legal and governance team of a luxury wellness company in Mayfair and regularly shop at local high-end boutiques including Liberty and other independent retailers in the area. I am used to a certain standard of professionalism, transparency, and customer care — and what I have experienced here falls far below that.

I purchased a pair of Jimmy Choo shoes for work online costing over £400. They did not fit. I tried them on briefly in my own home, on my wooden floors, to check size and comfort — exactly as any customer would reasonably do. They were never worn outside.

Despite this, my return has been refused on the basis that the soles were allegedly “dirty and worn”. This is simply untrue. I categorically did not wear these shoes, and they were returned in their original packaging in resaleable condition.

What is particularly concerning is that:

• It took several weeks for Selfridges to even contact me regarding this return
• No photographic or objective evidence has been provided to support their claim
• My payment has been retained throughout, despite the ongoing dispute

I am therefore being asked to accept an accusation of damage without proof, while my money continues to be held.

This process feels wholly unfair, opaque, and inconsistent with the standards expected of a premium retailer.

What makes this even more disappointing is that I have always been a loyal Selfridges customer and have spent significant amounts with the brand over the years. I never imagined I would be placed in a position where I am effectively being accused of dishonesty in order to justify withholding a legitimate refund.

I have resorted to leaving this review on Trustpilot — something I have never done before — because I feel I have exhausted all reasonable internal routes and the customer service representative has provided a blank and unreasonable response. Having now read other reviews, it is sadly clear that I am not alone in experiencing poor handling of returns and inadequate customer service. What was once such an excellent shopping experience for people like me seems to have really taken a turn for the worst; how sad!

I am now taking independent advice on my next steps, as I do not believe this decision is fair, reasonable, or compliant with basic consumer standards.

For a retailer that positions itself as a luxury destination, this approach is deeply concerning. Customers should not have to fight for weeks to recover money that is rightfully theirs.

I sincerely hope this is reviewed and addressed promptly, as this experience has seriously damaged my trust in the brand.

“Sheree” is a robot who auto-responds to poor reviews of Selfridgesz You are then contacted by customer services in an attempt to resolve the complaint. I have simply been seeking compensation of £6 for wasted delivery costs, and a goodwill payment of £20. Yet customer service services continue to decline this. I continue not to answer my seven point complaint, denying any responsibility for the online experience altogether. I’ve wasted about an hour of my life communicating with customer services. Their responses continue to deny to resolve anything. It is simply shocking. Selfridges is a disgusting organisation. Avoid. I hope it rots and withers into oblivion.

I've been having a great experience shopping the Selfridges sales online. Really good quality items at competitive prices and being part of Selfridges +, it includes free delivery, so good value for me as a customer. The wrapping and presentation has been good too.

The only reason I have not given the full 5 stars is that with me spending a great deal of money, there's no rewards scheme tailored to a customer like myself. There is the Unlocked experiences, however they don't cater for anyone who doesn't live near a central location where there is a store. I have just scanned through and there is not one single experience I can benefit from, all are at locations in London, Birmingham, Manchester etc. What about customers outside of these cities? This is something that needs to be looked at so everyone can benefit. Thanks!

I purchased Armani Eyetint in Exchange Square in Manchester as recommended by beauty assistant. Tester was perfect but the item I brought home was separating from the very first used at home. I shook it, I stirred it and it made no difference at all!
I contacted Selfridges customer service and was offered no resolution or help.
It’s shocking that such reputable brands customer service is so poor.

I will never step foot in any Selfridges again

Edit 27/01
I emailed them again as below and no response…

Edit 28/01….Identical unhelpful response as first one= no resolution

I visited Selfridges London on 24/01/25 at around 4:30pm and had a very disappointing experience at the Canada Goose section.

The gentleman assisting me was rude, abrasive, and made me feel rushed throughout the interaction. While I was trying on the Bayview jacket, I was repeatedly told to hurry up and decide whether I was going to buy it because he was “busy.” He dismissed my interest in the Bayview altogether and instead pushed me towards a MacMillan jacket that was clearly too big, despite my explaining it wasn’t the right fit.

The overall attitude was unprofessional and made what should have been an enjoyable experience uncomfortable. Because of this, I left the store and travelled to Regent Street, where I purchased the Bayview instead and received far better service.
Very disappointing experience for a premium retailer.

If there was more stars for Tonique at Louis Vuitton London Selfridges I wish I could give them, I go into store to meet Tonique and have such an amazing relationship & experience with her every time, she honestly goes above and beyond every time and makes the experience so enjoyable. Couldn’t Thank her enough for her service. Thank you Tonique!

Paid for the membership to get next day delivery, next day came with 0 communication and no tracking or parcel, went on the live chat to be told this would arrive 5 days after the date of purchase, considering I paid extra for the delivery to be next day to surprise a friend this completely ruined it!

I ordered 3 dresses from them as potential wedding dresses. Tried 1 on that didn’t fit and the other 2 were smaller sizes so I was like there’s no point trying the other two one.
I repackaged them and returned them (less than 5 hours after accepting the delivery).
I then received an email saying I had ‘stained and dirtied’ two of the 3 dresses (the two I didn’t even try on!!!) and I was being refused a £248 refund.
I checked trustpilot and learned this is a common scam of theirs, I demanded proof and had to ring customer services FIVE times just to get answer, they finally overturned their decision and gave me a full refund. I did have to kick off a lot and have unnecessary stress.
I will NEVER shop with them again. Avoid at all costs.

I returned an item for refund just 2 days after I received it. It was in perfect condition and the packaging was complete. A month later I am still waiting for my refund.

Denied a refund / exchange due to it being earrings. Although there is no mention of this on the exclusions on the back of the receipt. The back and front of the receipt both mention 14 days on the back and an actual date on the front AND the fact I was given a gift receipt for them. What other purpose would a gift receipt serve other than for a return / refund? I asked if my wife could return them if she didn’t like them as I wasn’t sure on the exact style. Hence the gift receipt.
Always shopped at selfridges as I trusted them and thought there would be some form of back up to what I have always considered a high end and trusted retailer. Shame

I hate shopping at Selfridges.
They’re not very accommodating, especially the sales associate at Morphe. As a tourist, I’d rather go to Australia for my luxury shopping.

Awful customer service. Returned an order which was ultimately lost by DPD. Selfridges did not inform me it was lost and I had to chase multiple times on email and the phone for updates. Selfridges have refused to refund me despite having provided proof from the DPD website that I dropped the parcel. Given it's a significant amount of money to have lost, I am appalled by the lack of urgency and care shown by the customer service team.

*Update: Still yet to receive a response to my letter*

Honestly, this has been incredibly frustrating. I bought these headphones brand new and they simply did not work. They wouldn’t connect properly to my device or to any other device I tried. Of course I had to open the box — how else are you supposed to know if headphones work?
Despite this, my refund was refused because they were “opened and tested,” which makes absolutely no sense. A brand-new product should not be faulty, and testing it once to confirm it doesn’t work should not void a return. Being told that their team “found no fault” completely ignores my actual experience as a customer.
This feels like a convenient excuse to avoid taking responsibility for a faulty product. I expected far better from a company with this reputation, and the customer service around this has been genuinely disappointing.