Selfridges Reviews 526

I ordered a jewellery item for £7k on 12 Dec, with next-day delivery. The item still hasn't arrived 2 weeks later. Selfridges have no idea where the item is and cannot supply me with a tracking code.

I've contacted customer service 6 times so far; each time, the agent tells me they will pass the information up the chain and somebody will call me back later that day. Well, that hasn't happened. 6 empty promises so far.

I've asked for a refund due to the lack of delivery, but none of the agents can process this; supposedly, someone higher up needs to authorise it.

So, I'm £7k out of pocket, with no item, no tracking code, and no way to get a refund.

Feels like theft.

I will seek the money back via a chargeback with my card issuer for fraudulent activity.

Avoid Selfridges at all costs. When things go wrong, you'll be left out of pocket wrestling with a customer support team that doesn't care.

CS case number: 04844820

Disappointing Click & Collect Experience

I had high expectations for Selfridges, given its reputation, but my recent Click & Collect experience at the London store was a complete letdown. I picked up my order, trusting that everything was in the bags provided, only to get home and find that an item—a mug intended as a Christmas gift for my girlfriend—was missing.

I contacted customer service immediately, assuming it might still be at the collection desk. Instead, I was told they’d need to conduct a “full enquiry,” which has now dragged on for over a week—for a mug! This level of inefficiency is shocking, especially from a store that prides itself on high-quality service.

It’s disappointing to see such carelessness and poor customer support from a brand like Selfridges. I expected much better, and this experience has left me questioning their reliability. Proceed with caution if you’re planning to use their Click & Collect service.

Editing to add
I rung back to speak to someone else as I was frustrated. The lady was very good and helped me by refunding my postage. I have to wait for my refund on the product until they receive it which I understand. Always ask to speak with someone else if they aren’t helpful as this lady was very apologetic and eager to help. Now 3 stars instead of 1

So disappointed. A seemingly high end brand has such poor customer care. I will never order again from Selfridges. I do not feel secure giving them my money for their service.

Plus I have also found the item so much cheaper, through Aspinal of London, directly from their website. By £15.75!

I received a faulty product and was unable to have it replaced in time for Christmas. I have placed another order to ensure it comes before Christmas and will wait to get a refund for the item. I was told my postage will not be refunded as I am keeping other items from the order. So I must reorder and repay postage!

I asked for a discount or a code for free postage but was told no. After asking 4 times for something to be done I gave up and accepted the situation.

Such a disappointing experience from a big company. I do not recommend using them online and it seems a lot of other people feel the same when reading reviews online. I wish I had looked closer before trusting them at such a big time of year. With Christmas only a few days away I did not want to wait for their return and replace service and risk having no gift. You would think an acception would have been made and at least a free postage code for reordering.
I hope that my return goes smoothly and I receive my refund promptly. It’s a tight time of year! Having read other reviews I am worried the refund will not be accepted. I will repost and let you all know the outcome.

Order 217001899
Between Selfridges and Royal Mail no-one seems to care about a returned item lost in transit, Selfridges keep saying they will investigate, but are doing nothing, RM said only Selfridges can make a claim for the lost item, cost £121. Never again.

Tried customer services to ask if they could check with selfridges at the Trafford centre if adanola had any knitwear hoodies or sweatshirts in stock, the first person said call back at 11.30, the second person Louise tried to ring a few times but couldn’t get through and asked me call again in 10 mins then got Demi Lee I think her name was who’s manager named Ewan told her as adanola did not have a direct line they would not try other numbers on the same floor. It’s a 2 hour return trip, so not being able to speak to one person in store is not great, but the fact one person did try other departments but this manager Ewan said not to, no consistency and obviously just want you off the phone and doesn’t care about customer service. This is what their website states…….Our In Store Stock Enquiry teams are available Monday - Saturday 11:30am - 8pm and 11:30am - 5:45pm on Sundays.
And this is what you keep getting on the Webchat…….I've tried to pass you to one of my human colleagues to support you, but they're unavailable at the moment.
This is one of the best stores to visit but massively let down by customer service.

Selfridges ABSOLUTE POOR CUSTOMER SERVICE, BE AWARE DON'T BE FOOLED I REGRET SHOPPING AT SELFRIDGES NEVER AGAIN.
i purchased 4 perfumes worth over £500. One I decided to return or exchange I went to Selfridges Birmingham bullring MONCLER met the manager her name is KULLY she was so rude and arrogant she said the package was opened and used when I took it the way it was packed, she opened it started measuring it smelling it made me look like i was liar and like i stole the product when i showed her the receipt aswell she said the cardboard cover on the gift pack has a tear and because of this I can't accept this AS A RETURN. AS A CUSTOMER I SHALL NOT EVER VISIT OR BUY FROM SELFRIDGES AGAIN DISAPPOINTED VERY APPALLING BEHAVIOUR CUSTOMER SERVICE WAS THE WORST I SEEN STAY AWAY

Ordered an item for delivery Monday, no item and no dispatch, they say its samsung and have no idea why its not been dispatched, useless. Still no item and wont refund told I must refuse at door if and when it ever gets dispatched, contacting bank to block the fraudulent transaction.

They have come back saying they cant refund it but to refuse at door in two weeks when the now confiormed delivery date is, gtf

Ordered Christmas present and wine. All received extremely well packed and in excellent condition condition the very next day. All the goods looked even better than they did on line. Outstanding service

Update: Selfridges CS team member came back to my email apologizing for the issue, advising that after investigating further my refund will be issued. Thank you Lyle.

I have returned a pair of sunglasses I bought online. I then saw the exact pair heavily discounted on OUTNET website, so decided to return unused Selfridges one. I sent the package, with all tags attached, properly packed and then received notification the very next day my return has been rejected. Called to find out why, but was asked to wait 48 hours for an update. I wish I checked reviews before!

WARNING! DO NOT USE CLAUSE 15 RETURNS SERVICE
Writing a separate review following an additional separate interaction with Selfridges.
They have a 'service' in clause 15 of their terms and conditions whereby if you find the product defectice they offer to take it back and send to the manufacturer for "inspection". They insist you take this step before considering any other kind of return. I sent my product back in early October and have not heard anything substantive since. No update on how long the inspection will take. No update on whether it can be repaired. No update on when it may be returned. Instead an entirely useless customer service just sends pro forma emails saying: We apologise for the inconvenience. They refuse to provide information about what contact they have had with the manufacturer. They refuse to discuss any kind of compensation for the inconvenience. They also incidentally send you irrelevant emails because twice now they have accidentally signed me up to a sellers mailing list. So I get invited to sell my products with them. They are a totally ramshackle outfit

If I could give this zero stars I would, terrible experience after successfully ordering and paying for a limited edition item only to be told the following day that due to stock issues I was being refunded.

WORST CUSTOMER SERVICE EVER!!!!!

I placed an order on the 29th of August through one of the team member Ben C. in the Oxford street store. He put a wrong address details, once I realised I was keep calling the customer service but they weren’t able to help in the meantime my item went out of stock so they promised a compensation because of the problem on the 10th of September. Guess what? I STILL DIDN’T get it……for more than a months. Customer service isn’t able to help, Ben C and his managers don’t care. He didn’t even get back to me. Complaints department doesn’t care at all. They just lied about it because they wanted me to shut up. ITS SO DISGUSTING!!!!!!!!!!!!!!!!!!

Terrible customer service, they do not care AT ALL about high value customers. They send the wrong items, they have late deliveries, they refuse to make returns. No luxury in any way.

Waiting over 15 minutes to get put through to Ralph Lauren and no clowns in their shop are answering the phone!! Useless!!

This company are scammers and have a zero customer care philosophy. I don't know why they even have a Returns Policy when they don't allow you to return anything! They don't adhere to the Consumer Rights Act, nor do they even follow their own terms & conditions for returns. I received a faulty/damaged item in my order, and have been totally denied any form of return or refund. They are a bunch of rip-off merchants who operate under their own rules, and those rules can change by the day to suit their best interests...which is selling crap, damaged goods and robbing you of your money. Avoid them like the plague!!

Selfridges has a zero return policy. They make it up as they go along. On the receipt it says refund only if item is returned’saleable condition’. This condition could be anything they choose. Avoid at all costs and shop at harrods or other designer stores. Very disappointed. Customer service was top class but the management definitely need to take more care for the customer. Literally no point of a receipt honestly

Bought a bag from here. The leather handle split after way less than a year and the customer service team have fobbed me off, despite providing proof of payment. Horrendous customer service. Avoid this company and find the same item you're after from somewhere else.

No stars.
Flowers were ordered to be delivered to my elderly mother for her birthday and did not turn up. I emailed and telephoned customer services so many times and did not receive any assistance. I was so upset about this and the rudeness that I encountered that I vowed never to shop there again.

Returned a pair of sealed headphones. Denied a refund as seal was broken by someone else during the returns process. Should have taken picture before returning. Awful customer service experience.

HORRIBLE place to shop.

I was given a Selfridges Giftcard recently and so I made a special 2 hour trip to their store in London, hoping to buy some items with it. Whilst walking past fragrance counters, I overhead a staff member say that their 'giftcard system was temporarily down'.

I then proceed to the Home department and BEFORE beginning to shop, I clarify with the staff if they are taking Giftcards to which they respond 'YES'.

So I then proceed to shop for 2-3 hrs and at the point of check-out- only then be told that their gift-card system was down!! What a colossal waste of time....

Complete miscommunication amongst staff

On top of this, no reason was given... they just said their system was 'down'. No sincere apology either and the only thing staff kept saying were "this is outside our control and nothing we can do about it right now".

The checkout staff sent me off to Customer Service to have a word with them.

Go to their high end 'boutique-looking' Customer service department on the 4th floor (more like customer disservice) and not ONE member of staff tried to think of a solution for us ( I wasn't the only customer with this issue).

One staff member in particular, Rabby, just kept defensively repeating "nothing we can do from customer service side".
I was in disbelief at how non-negotiable and non-solution oriented they were! She did not even bother to check what options were available. She then tried to fob me off and send me back down to the check-out counters.

Felt like I was being thrown around in circles. Tried not to cry, was at my wits end.

Perhaps they could have suggested paying and getting a refund and then amount taken from giftcard later on. OR buying items with giftcard online and choosing 'click and collect' option?

As a customer, I suggested more ideas on how to circumnavigate this issue than the actual staff did.

Frustrated at their extreme lack of effort to think of any solutions.

They could have emailed customers, OR made an in-store announcement, OR verbally informed us when we walked through the front doors about systems being down. But nothing.

I would not have wasted all these hours of shopping had I known in advance that their Giftcards were down.

Selfridges cost me 7 hours of my life that I will never get back. No reimbursement offered either for the cost of journey, parking, fuel, to get here.

Even 1/5 is too high of a rating. What a total mess of a business.