selfridges Avis 3 764

I was on a waitlist for a pair of slippers I wanted. I ordered them as soon as I was notified that they became available, and I was sent a completely different product. When I checked on the site, the item I wanted was no longer available.

The customer service has been slow, inefficient and really poor. I've been passed from person to person - and after all of that, the only thing they've done is asked me to return the incorrect item for a refund (which I could have done myself). Really disappointing service from a "premium" brand

We purchased a wedding gift which we ultimately decided against. However, we were unable to return this within the stipulated date due to a medical emergency in the family. We explained this in detail to Selfridges Customer Care dept. and provided evidence for not being able to return this in person at the store in London. But they would not consider this request as a special case and arrange a refund. Quite surprising how rigidly this was handled.

I had such a lovely experience at Selfridges thanks to Neda at the SUQQU makeup counter. I came in during the sale and she immediately made me feel so welcome. She was incredibly kind, attentive, and genuinely helpful without ever being pushy.

On top of that, she very generously gifted me a beautiful powder from the same brand, which honestly made my day. It was such a thoughtful gesture and turned a simple shopping trip into a really memorable experience.

It was an absolute pleasure thank you, Neda!

Ordered a Seletti lamp on sale. Dispatch was speedy and DPD was used, parcel came the next day! Thank you

Extremely poor online returns policy for xmas gifts. Purchased on the 18th December. Only had until 2nd Jan to return. Wouldn't buy gifts from them again. I now have a £80 top i don't need as i bought 2 in different sizes. Emailed customer services for an exception on 5th Jan and they responded with a automated email.

Would give zero stars if I could. Realised too late that I had missed the very strict return policy by 2 days. The shoes are too small and useless to me… they were a Christmas present so not opened to 25 December and then had to be returned from overseas by 2 Jan. this is way too short for all of the distractions of Christmas and unexpectedly short. I was advised to try switching in store. Not really an option from overseas. Also it is discretionary policy by store. When I escalated to manager they could not call me as not a +44 number so left an email address and still waiting for a response hours later. Really !!! Very disappointed… it was in demand Ugg slippers so not even a Christmas special… will not be encouraged to use them again. The goods were ordered in November so to be here on time. But at Christmas only allowing 9 days for return- really it’s not giving anyone time to react ( versus your normal miserly 14 day return) expect more from an upmarket offering like selfridges / sadly wrong on this occasion

So I did get a reply from Selfridges saying that their final answer is no!! Nothing can be done. So fellow shoppers please do not order Christmas presents from Selfridges unless you are prepared to be react quickly!!!

I also don’t know why they reply on trustpilot saying it’s not the service they expect only to reply privately with the same message. With more integrity they could post the answer here so that everyone can see their inflexibility and happiness to see customers being disappointed. And a common theme - Christmas returns should allow us to react when we are back to normal working hours. I will not use Selfridges again for this reason. Anyone want a pair of unwanted Uggs?

Wow. Have a read through these reviews and people receiving the wrong item. Serious internal investigation needed perhaps?
I wish I’d seen the TrustPilot reviews before ordering.I’ve bought at Selfridges store on numerous occasions but probably only the 3rd online order.
I received the wrong items (order 224803152). Selfridges wouldn’t investigate until I’d provided photos. This was done immediately and they promised feedback the next morning at the latest. This didn’t happen and was then told the same the next day. The 3rd time of ringing I was told they have no idea when they’ll respond. Annoyingly I can’t do a chargeback due to the amount and more so my inside cameras weren’t recording us opening the package as we were home. Just fyi the customer service agent was very stroppy, call answered around 13.06 assuming you have recorded lines.
They do a standard response to the vast majority of reviews despite people advising of order numbers and full details of issue. Clearly they have no intention of investigating or helping people.
Eyes well and truly opened. Not somewhere I’ll be shopping at again and would advise others to do the same. Very definitely not a high end store

Bad experience when shopping at Ralph Lauren polo handbags.
Rude customer service. Staff constantly chatting while not being of any help.

I was served by Zainab she was friendly and professional. She helped me and advised with the products I waited

I've had many orders go smoothly, but whenever there's a problem their customer service is useless.

I've been waiting on delivery of a hamper that was due a week ago. I've contacted them three times via their live chat and they can never provide any information on why it hasn't been sent. I asked to cancel it, as it's no longer needed thanks to the delay, and was told perishable items aren't refundable, even though I never received them!

Trying to get something resolved is like banging your head against a brick wall.

I bought a Victoria Beckham handbag for £690 in March 2025 in the London Selfridges store.
I emailed in December 2025 to say the branding was almost completely faded, forwarded an email from the Victoria Beckham team to confirm "it is a manufacturing fault and would ask you to offer the client a full refund or a replacement"
And they are refusing. Saying I need evidence that the bag has been inspected by "experts" and that the burden of proof lies with me.
The customer service agents are just robots who refuse to take accountability. It is clear it is a fault and I am not asking for a refund, I am asking for an exchange.
Victoria Beckham's team immediately confirmed it is a manufacturing fault from the photos- what more do they need?
I wouldn't buy from Selfridges again because they don't take accountability when things go wrong.

Absolutely appalling customer service and return and refund process!
I ordered a high end designer bag before Christmas and on receipt changed my mind due to the size not working for me which is my right as a customer.

I have had to chase up what was happening with my refund to eventually be told it was rejected but no formal communication from returns team. No information given by customer service advisors as to the detail, who said they cant help cause they are a separate team.
Chased up again with the only team I could contact (not the return team) who then told me the return process had not concluded that they needed more information why I was returning it and then it would be sent to a brand specialist! This information was sent when I followed the return process.

Still no update- no bag- no refund.

Absolutely shocking Selfridges! Consumer rights are clear around returns and you clearly have an issue with your return process which is impacting on your customers. You really need to sort this out.

Responding to this asking me to email customerservices is pointless as you don't respond in a timely way, if at all and when I have chased up requesting an update you say you cant help and I just have to wait to hear from the returns team.

I purchased perfume as a Christmas present for my wife only to discover she already possessed the same.
I returned to the store with the intention to replace & select an alternative however, to my astonishment, I was informed that the company had recently introduced a new policy NOT to accept exchanges or refunds.
This information is printed on the reverse side of the receipt!
In reality you have to buy goods before your made aware of this disgraceful policy, since the information is not forthcoming by staff members prior to purchase.
Thankfully customers have alternative choices where to shop.

We bought many Christmas items 2 nutcrackers and led Christmas decorations the shop assistant Kahreem was amazing . Helpful and amazing service from him , thank you .

I ordered a Montblanc pen from Selfridges with next-day delivery because it was needed as a birthday gift. The product listing clearly stated dimensions of 141.7 mm.

What arrived was a pen measuring around 100 mm — over 4 cm shorter than advertised. It was child-sized, materially different from the description, and not fit for purpose.

That alone is unacceptable for a retailer trading on “luxury” and trust. But the real failure came next.

Customer service refused point-blank to organise a replacement, repeatedly insisting that because the item was “incorrect” rather than “faulty”, their policy allowed return and refund only. This distinction is not recognised under UK consumer law. Goods that are not as described and not fit for purpose are faulty in law, internal policy does not override statute.

Despite this being Selfridges’ error:

> No replacement was offered

> No option to purchase a suitable alternative was suggested

> No expedited delivery was made available

> Collection could not be arranged for five days

I was left without the gift I had paid extra to receive on time

I now have to return the item myself simply to recover my money — not because this was a reasonable solution, but because every lawful and proportionate remedy was refused.

This wasn’t a one-off mistake. It was a systemic failure: incorrect fulfilment, rigid policy, poor understanding of consumer rights and zero effort to mitigate the impact on the customer.

Luxury pricing demands luxury standards. What I experienced was neither.

I would not trust Selfridges with a time-critical purchase again.

MUA Leda on Pat McGrath Labs counter Sunday was an absolute star she assisted me with a bronzer match thank you so much for your help x.

Extremely disappointing experience with Selfridges on order 224640414. I ordered a Frankie jacket from Selfridges as a Christmas treat for myself. Delivery was scheduled for Saturday 27 December via DPD, but as I was going to be at church I requested delivery to my local pickup store, which is literally less than a minute from my house. Strangely, instead of being delivered the same day, the delivery was pushed to the following day. That was already disappointing and in the past if I asked for delivery to tahat shop which is one minute away it was done the same day.

When my husband collected the parcel, he immediately questioned why Selfridges appeared to be reusing packaging. The parcel was branded as recycled bamboo toilet roll. Unfortunately, when I opened it, that’s exactly what was inside — a pack of 48 unbleached toilet rolls. I was absolutely shocked.

I reported the issue immediately with pictures and a video and asked if the correct item could be sent out straight away. Customer service were not helpful at all and instead of rufunding me my money said they had to wait for DPD to complete an “investigation”, initially telling me they expected an answer the same day. I also asked if they could at least reserve the jacket for me so I would not miss out, as it was sold out in most places. This was refused. As a result, I had no choice but to reorder the jacket myself. This meant Selfridges were holding £400 for what should have been a £200 purchase — at a time of year when money is already tight due to Christmas. Meanwhile, I was left holding an item I never ordered and definitely didn’t want.

The next day, I followed up, only to be told the investigation would actually take six working days, contradicting what I had been told previously. To make matters worse, although the jacket I re-ordered yesterday arrives today, I had another order placed the day before which was scheduled for 2 January. Despite paying for a year long service with next-day delivery, no help was offered to bring this forward. I ended up cancelling and reordering it myself yet again.

Although the replacement jacket is arriving today, this entire experience has been incredibly stressful, time-consuming, and frustrating. I wasted over an hour trying to resolve issues that should never have happened in the first place. It has put a horrible dampener on things.

For a store that presents itself as a premium retailer, this level of service is completely unacceptable. Mistakes happen, but the lack of support, flexibility, and basic customer care made this a truly horrible experience.

It seems I am not alone, given the horrible other reviews I now see here. If I could give zero stars, I would.

Honestly, stay away from these people. I bought a bag just before Christmas and was told that it would not be included in the sale. Shortly after, the price was reduced by £140. When I complained that the item had been mis-sold to me, they refused to do anything about it. Absolutely disgusting.

I had emailed you Mathew but as expected you did nothing about it, what an awful company!

See reply which is absolutely disgusting!

As advised, stock online is different from stock in stores. Our store staff have no way of knowing what items may or may not be reduced on our website as that is determined by our warehouse team not sales assistants in store.

I apologise however, we are not able to provide a price match based on the information provided in both this email and my previous one.

I ordered a Cartier ring from Selfridges, within the same hour of receiving it, I tried the ring on and it was scratched and did not fit so I contacted Selfridges, arranged a return and ordered a new ring. After sending it back, Selfridges advised they will not refund it due to it being damaged. DO NOT BUY HIGH END JEWELLERY from here, not only did I receive a damaged item but they then blamed it on me and would not refund me!!!

My experience was great at the fish and chip jellycat shop I bought cozy chips mushy peas and the salt shaker. I was served by Fabrice and he was amazing! I got to put salt and vinegar on my chips and mash my peas! I loved it so much!