selfridges Avis 3 764

My son bought me this for Christmas Diptyque carousel candle £74 A it arrived all bent and covered in grease fingerprints also awful quality for £74 and didn’t come with a candle!!! He was so apologetic cos it looked like it came from a pound shop so disappointed, I don’t want compensation or to return it, I just want to earn others

I attended the Jellycat fish and chips experience at the London store, travelling down from Lincolnshire specially for this with my daughter as her main Christmas gift.
The experience was £205, so not cheap, but she loves Jellycat.
Because we visted on a Sunday we couldn't pay for the items until 12pm, so our items were left by the till while we looked at other items.
We paid at 12 and then continued our day.
When we were back in Lincolnshire and opened the fish and chips we found the 1 item was labelled with the completely wrong name, and we were missing an item altogether. You are unable to check in the store unless you want to damage the special wrapping, and undo the special bag it comes in.
Despite contacting Selfridges straight away and explaining I was in Lincolnshire and went to London just for the day, I was twice advised to go back to the store.
I have provided copies of the receipt and the purchase on my bank statement but I am being told they can't find the purchase.
They are unable to send me the missing item (much to my daughters disappointment on Christmas day). And despite telling me that I would be sent a voucher for my daughter to at least pick a different Jellycat from the Selfridges website, this also never appeared so she couldn't even do that.
This has had a real impact on my daughters Christmas. It has not been a good experience.

Michael

Skin Care Department
HANNAH
CLARINS / CLINQUE
WoW FACTOR 5 star service!!
so welcoming, knowledgeable and patient,
Absolutely amazing customer service.
Fabuglorious.
Smiles
Rosa

Reselfridges is the worst place to get a bag the lady with long black hair her attitude stink they sold me a fake Chanel bag for £5000 and when took it to Chanel in bond st they tried to confiscate it when got back Selfriges still haven't paid me back

What absolutely appalling service. Ordered aftershave for my husband on 19/12/2025 and paid extra for next day delivery. Said aftershave should have arrived yesterday but it didn’t. I contacted Customer Services via online chat to be informed that the aftershave is out of stock. Erm when were they going to let me know????? Apparently I will receive a full refund in 7 days. £220 I spent and now no aftershave!!! I the contacted Selfridges via phone to make a complaint only to be told ‘sorry there is nothing we can do’ NOT GOOD ENOUGH SELFRIDGES!!! HAPPY TO TAKE MY MONEY THOUGH

Worst company hope you are the next big store that goes to administration.

Hamper delayed and now cancelled- no explanation

I ordered a Xmas gift for my son that cost me £395. DPD says it was delivered and yes they took an unclear pic when it was lying on our porch… most likely someone has stolen it. I had a the delivery person coming to knock on my door and being shaken up because he had to pay out of pocket. I felt sorry for the poor guy so I ended up taking back the claim… so here I am, no present and lost almost £400. Selfridges not helpful at all!!

*** I put on this complaint - shown below and all I get is the generic reply from customer services. They still haven’t rectified or acknowledged the complaint.***

I visited the Jellycat Fish & Chips pop-up at Selfridges in London as a carer for my patient, who is a wheelchair user. This visit was something she was genuinely excited about, and it had taken a lot of planning and effort for us to be there. Sadly, the experience ended up being extremely upsetting for her due to poor accessibility and lack of consideration for disabled customers.

The pop-up space was very crowded and not designed with wheelchair users in mind. The layout made it difficult to move safely, and my patient couldn’t properly approach the display or interact in the way other customers could. She was left watching from the outside while others took part, which was heartbreaking to see. She never actually got to experience the pop-up at all, despite being right there.

The situation was made worse by issues with toilet access. Reaching accessible toilets through the crowds was difficult and stressful, and this added to her anxiety and discomfort. For someone who depends on accessible facilities, this made her feel rushed, unwelcome, and like her needs were an inconvenience.

By the time we left, my patient was visibly upset and deflated. What should have been a happy, memorable experience turned into one where she felt excluded and overlooked simply because of her disability. This was especially difficult knowing we had travelled from Northern Ireland and won’t have the chance to come back and try again.

As her carer, I contacted Selfridges customer services to explain what had happened. I asked if it would be possible to purchase the Jellycat Fish & Chips items online, given that my patient was unable to take part due to the access issues. I had to ask this question three times before it was addressed at all. There was no goodwill gesture, no apology that reflected the impact this had on her, and no real acknowledgment of how upsetting the situation was.

Overall, this experience left my patient feeling excluded and forgotten. Accessibility is not just about being able to enter a building, it’s about being able to take part with dignity. Unfortunately, this pop-up failed to provide that, and the lack of compassion shown afterwards made it even more upsetting.

I truly hope Selfridges reflects on this and does better in the future, because no one should come away from an experience feeling this disappointed and hurt

UPDATE - to be fair to selfridges, my complaint was subsequently escalated and resolved. A painful process, but I'm impressed that they got it sorted.

I didn't check with Trustpilot before ordering on Selfridges.com because I've shopped in store for years and always been happy. I regret that now - had a return rejected with no explanation, just the promise that customer services would be in touch. Had to chase for information and, after querying the response, was given limited details and told to complain via the original explanation email... which I didn't receive. Very disappointed overall. I've never had this problem with any comparable online stores and it will put me off ordering online with Selfridges again.

Recently bought several items, arrived beautifully packaged. Delivered on time. Everything was as hoped. Returned a previous parcel, easy and quick returns and received a prompt refund. Excellent company, trustworthy and reliable

Placed a Christmas order on the 11th no updates on the order should have arrived 2 days ago. Had to ring customer service and I got told your order has not been processed and told to cancel my order and the item is now out of stock. What a joke

Absolutely horrible customer service! Paid for next day delivery, haven’t received it. Contacted them on the chat and Victor from customer serviced said ‘it’s next to impossible to get next day delivery at this time of year’ and then just left the chat. Called customer services on the phone and said that I need to cancel it now and Janet said I can’t because it has been dispatched. When I told her that on the account it says that it has not been dispatched yet, her answer was - ‘well it will be soon’! And she hung up! Selfridges, what kind of people you have working in your CUSTOMER SERVICE?? Never again.. AVOID

Another 1 star review for Selfridges customer service. They have been dreadful. All was ok until a DPD package “went missing”. They didn’t even notice it hadn’t been delivered. I’ve had to follow up with them numerous times to get an update. Two weeks to wait and now they provide a refund - I just wanted the products (at the sales prices) but they said they can’t do that. They have sat on this for all this time and have been quite hopeless. I will certainly be taking most of my shopping elsewhere now. Worrying that they don’t seem to understand customer service.

I’m extremely disappointed with Selfridges’ handling of my order. My £180 purchase (order 224384543), intended as a Christmas gift, was delivered to the wrong address and is now missing.

Despite this being a delivery error, Selfridges have refused to offer a refund or replacement and insist I wait for an “investigation.” Under the Consumer Rights Act 2015, the retailer remains responsible until the item is delivered to the customer.

I’m now £180 out of pocket and without a Christmas gift. This situation has caused unnecessary stress and should have been resolved immediately.

I ordered a jellycat bashful bunny at 9pm on Monday evening and paid for standard delivery. It arrived in less than 24 hours. Really happy with the product and great price. Will definitely buy from selfridges again.

terrible customer service. Had two valuable items delivered to DPD collection point which was full. Items returned and unable to get sent to home address due now out of stock.

I ordered a jellycat from Selfridges. However after opening the box, it was just filled with tissue paper. I have complained to Selfridges and they said I cannot get a refund and that the box arrived to my address, suggesting I am lying about this. Yes the box arrived at my address, but it was empty.
They did not ask for any evidence and just said they completed their ‘investigation’.

Be warned. Offering gift wrapping but do not have any gift wrap and items are arriving just in a box. Misleading the consumer and Customer Services are not helpful either. Having to return my items and buy from John Lewis who offer gift wrapping and have gift wrapping. Waste of time with Selfridges. My first and last time shopping with them.

I came into the Selfridges Store in Birmingham to have a check to see if they had anything new in time for Christmas. I was looking within the Menswear department when an employee had seen I was struggling to find my size in a Canada Goose jacket that I was interested in.

Amar (employee) was very attentive and quickly checked their stock and brought out a jacket that was in my size. He also asked me if there was anything else which I needed during my time in Selfridges and I was also looking for a new fragrance to try. Amar took me to the fragrance floor and was able to show me station to the brand that I was needing to look for.

Thank you Amar for making my shopping trip a success, and I will be definitely be coming back before the end of the new year.