selfridges Avis 3 764

SH*TFRIDGES more like. I won’t shop here again to save the hassle of dealing with their ‘customer service’ team. I bought something expensive online, tried it on carefully and decided immediately it was not was I was looking for. I packaged it up as per original packaging and sent back via Selfridges return. Was told the item had scratches, marks and was damaged so I wouldn’t be getting a refund - which was complete nonsense, nevermind the exasperating and mind-numbing copy/paste responses. I had to ask for evidence, get my card issuer involved and state my consumer rights, threaten small claims court, plus firmly worded emails + a sprinkling of common sense to get a refund. Reading other reviews (which I wish I’d seen beforehand) it seems this is a common scam from Selfridges. Seriously Selfridges you need to sort this out. Are you not embarrassed? You’ve just caused me so much unnecessary hassle and stress I don’t want to shop with you again. Customer service - clue is in the name. Writing this to warn others of the online refund scam. Please don’t reply to this with your automatic response - it pains me.

Update - reported to trading standards, BBC watchdog and an investigative journalist. Hope this stops them from messing customers around.

Ordered for expited delivery, never showed. Required heavy handed threats to issue the refund. Never again. And a half Christmas spoiled for it. Shit company, and shittier customer service. Period.

AMAZING im a happy customer...I was searching everywhere for a tablet for my son and the only place that had stock was Selfridges&Co i ordered late at night on the 18th Jan 2026 which was actually a sunday night the tablet arrived the very next day on the Monday 19th Jan 2026 even tho in the email on that night told me that it would be delivered on the 20th. I was kept in the loop via emails and then DHL took over and even gave me a 1 hour delivery time window. WOW AMAZING SERVICE. im not sure why Trustpilot has so many 1 star reviews but my honest experience is a 5 stars.

Just been told that a pair of boots I paid £1250 for are not refundable as they found a mark on the sole. This is after three weeks of them not being able to find the parcel despite return within 2 days. How should you try a pair of shoes on? FLOAT IN MID AIR!?? Stay away from buying anything from them, online!

1* is generous - selfridges sent me the wrong item TWICE and then refused my refund - I have been chasing this for near 2 weeks now with their customer services team - I have been promised updated, call backs, email backs and keep being let down.
Most recently was promised an email back by today - shock, no email.

Their customer service is NON EXISTENT , honestly the level of service I've received from them is a joke and I guarantee all the response I get to this is 'please email our customer service team' - useless.
I've even had 3x calls disconnected on me when I've called to raise my issues - which is WAYYYYY to coincidental to be an accident......

My order is 224844337 - PLEASE can someone actually resolve this rather than just constantly palm me off.

Items arrived soaked and unusable, courier investigation took a week, then I was told to return them. Returned via Royal Mail, tracking stuck, no replies from customer service.
Nearly three weeks gone, no items, no refund. Emails ignored, everything “48 hours” and dependent on the courier. £100 lost, and Selfridges clearly doesn’t care about customers

Order.224966397

This is honestly the worst customer service I have ever experienced.
There was no proper support, no responsibility taken, and no real solution offered.
Because of this experience, I will be sharing my review to warn others.

Sold me odd ugg boots totally different to each other

Would give it a lower rating if I could. Take your money, cancel your order due to ‘an error on their side’ and then you have to put in the leg work to chase up your refund. After many times contacting them, it got processed well over 2 days from the order being cancelled. Keep your money & earn the interest for yourself.

Absolutely appalling customer service and return and refund process! My Husband ordered a jumper, trainers and boots for me for Christmas, amazing except the jumper does not fit. I had flu over Christmas and so didn’t try to return until 7th January only to be told that there was a cut off of 2nd January. I have the receipt, no Christmas return cut off documented. First email answered with an automated response followed by at least 2 scripted responses failing to address my concern, no escalation, just passing around an inadequate customer Service department.
So shocked by this absolute lack of care for customers. only wish that we had looked at the hundreds of appealing reviews on here before spending. AVOID!

Would give a 0 star if I could.
I am a long term customer of Selfridges. I am aghast at the incredibly poor customer service I have received for an error that is entirely of their making.
I was in London on a trip and bought a pair of jeans. On going to wear them the next day, I found that the security tag was still attached, making them unwearable. I contacted them, they were entirely unsympathetic stating that I would need to return to store. Explained this was not possible they then sent me a form to fill in and send to the store and cut me off.
I filled in the form and received no reply for 2 days. I contacted customer services again and have been told that I need to pay to return the product by post and write a covering letter. I asked for a returns label, but told not possible. I asked them to organise a replacement, told not possible.
From reading these reviews I have no confidence that this will resolve satisfactorily. I am so disappointed in their lack of empathy, lack of accountability and complete lack of effort to right a wrong of a customer who spends significant amounts of money at their store.

I would rate it 0 stars if I could.
I have ordered fragrance worth £200 as a Christmas gift. The item arrived unreleased/opened which is unacceptable. I requested refund which was rejected I’ve arranged return with an agent and I’ve sent it twice and twice it came back. It has been over a month now. They never explained reason why they won’t accept it. If they thought I opened it myself? I explained everything several times in emails in letters in live chat. I would rate it as very poor customer service. If opened fragrance isn’t good for return but good enough for customers.
This is the last time I have ever bought anything from them.
My only option is to ask my bank for chargeback. I am not giving up!!!

Horrific company. Abysmal “customer service”. Won’t allow me to make a formal complaint despite my asking several times. Purchased an item which was faulty when it arrived. Took photos of the item and promptly returned it.
As the item was intended as a Christmas gift, I purchased a replacement online from selfridges. The same faulty item was then returned to me, wrapped up as new!
They won’t allow me to make a formal complaint, and are incredibly rude on emails, including one I have received today which was titled “Dear XXX”. Couldn’t even be bothered to edit the email template to actually insert my name!
I would fully recommend avoiding Selfridges, and instead purchasing items direct from the producer.

Absolutely appalling service not something you would expect from Selfridges
I wish I had looked at reviews before ordering.
I have tracked my return since 30th December and still kept waiting for refund despite several emails and online chats. Avoid at all costs.

I have spoken with a manager from X and he said unless I download refunds app I will have to wait a month for a refund which is against consumer law. Trust pilot won't allow me to post the screenshot. I have sent it to trading standards now

Why send scripted reply like you do to all customers that have already sent emails to customer services.
I have emailed BBC watchdog with all my proof and screenshots of Selfridges saying I have to wait month for refund just because I won't be dictated to download an app.

Best customer service out there. Selfridges go above and beyond, when a customer has an issue. I've been a regular customer at selfridges and cannot sing their praises high enough.

I am very disappointed with my recent experience at Selfridges. I purchased a Christmas gift online for my nine year old niece, but unfortunately selected the wrong size. I intended to exchange it after the festive period, which is entirely normal for Christmas shopping. I did not imagine that Selfridges would enforce a fourteen day exchange policy for online orders during the holiday season.

Unbelievably, Selfridges refused to offer an exchange and cited an extremely restrictive policy that does not seem to take Christmas gifting into account.

I had been unwell with flu and was unable to contact them until 5th January, which took me just beyond their fourteen day window. There was no understanding or flexibility shown. The result is that a nine year old child has been left without her Christmas present, which is both upsetting and completely avoidable, as I simply asked for an exchange, not a refund.

For a store that presents itself as a premium retailer with exceptional customer service, this experience was the complete opposite. I will be reconsidering where I shop in the future.

Selfridges is a premium store. I shop at premium stores for two reasons. 1). Good quality. 2). Good customer service.

I have spent a lot of money at Selfridges without issue. I finally had an issue on the cheapest item I’ve ever bought from them, and their customer service refused to help me. They didn’t have to, it was for a Christmas present that was discretely outside of their extended return policy. I didn’t realise until too late. Legally, I take no issue with it. But a store with expensive items doesn’t make it premium. Many places sell nice watches, clothes and accessories. Next time I’ll buy them from a store where the service matches the price.

Terrible customer service
Booked an afternoon tea via their website - for same day.
Called an hour before we were due to eat to be informed firstly I had incorrectly booked a table for an afternoon tea ( even though clicked reserve a table for afternoon tea) and then being told that they cannot accommodate someone with a nut allergy for the tea. Was then spoken to by the restaurant manager who was the most patronising and rude person I’ve spoken to for a long time. I think he needs to go on training course. I do hope the calls are recorded for training purposes. There are ways to talk and explain to people sadly he had no idea.

I purchased a coat on line from adanola at Selfridges . When the coat arrived it had a stain on the reverse . I contacted the customer service team with pictures . I was told to return the coat . As it was a Xmas present I ordered exactly the same coat again which to be fair was perfect when it arrived . However I am still waiting for a refund on the original coat . Your customer service team wrote to me and said the refund had been refused - I have no idea why . I call and you just ignore me , I have called your customer service team I have sent 6 emails , I have also had a web chat . It is terrible service . I am now going to start chargeback with my bank .

No delivery, two weeks after ordering. No update from courier who is returning to Selfridges with no attempt to deliver and no reason, and a 6 day wait to understand the reason. One unhappy birthday girl!