Selfridges & Co

Ordered with the click & collect service as i was visiting the area on that particular day no email confirmation to say its ready phoned customer services to be told its still in transit and won't be available on date originally given what a joke you pride yourself on excellent service but can't even do the simplest of tasks will be using harvey nichols much better service

Bought a pair of boots for my girlfriend for Christmas, she's had them on her feet about 5 times and the one of the metal hoops snapped where the laces go through, phoned Selfridges to organise a swap which should be straight forward but because they were bought online they have to have the boots back for a "product inspection" so my partner is without her boots for a month? Two months? How ever long it takes meanwhile I've still paid for said boots. Not very fair. Won't be shopping with them again.

I ordered 6 items, and that was my second Time ordered from them, one item was missing I contacted them right away through Facebook, and they relied fast and refunded fast, what happened at those bad reviews didn't happen to me, so I placed my third order right after I got my refunds, anyways, guys, they are legit, their price are much lower than any USA shopping site, and their package are really stunning tbh, just btw they Use DHL express shipping and they ship really really fast, I'm located at New York, always got my stuff the next day I ordered it, and trust me buy the Selfridges Plus GLOBAL shipping on your first order! TRUST ME!

Bought Bvlgari bag about 3500 dollars from Selfridge which they mailed immediately but we I received the bag, immediately realized it's fake and defective. I emailed them, they asked to return inorder to refund my appointment. Even after returning my bag. It's been more than 1 month with no refund.
I have emails confirming that they received and are planning to return the amount.
They stopped responding to my mails.
Reading other responses I understood I was a fool to buy from them.
This seems their strategy to get innocent Customers money. So lowly!
Will never shop!

Similar to most people's reviews on here. I bought a designer handbag, decided I didn't want to keep it and returned it immediately. It's been two months now and I haven't received a refund, apparently the bag is not in a re-saleable condition.

There's only two explanation for this:
1. Selfridges have sold me a bag that is not authentic and is now refusing to honor the return policy.
2. The bag may have been tampered with during the secure return process, which was facilitated by Selfridges' preferred method of courier.

I've sent numerous emails, called many times and cannot get this resolved.

I bought the luggage then I found it poor quality and too heavy. I returned it immediately. They replied that they don't accept my returned luggage because of not able to resell it in immaculate condition. They said I have used the luggage but how can I use it when I am still confinement. They always pushed you to reply them in 3 days or 24 hours otherwise they will send back my this flawed luggage. I really feel badly...

Ripping off customers during COVID
Hands down the most horrendous experience I have ever had. I purchased a pair of shoes which I've been eyeing for a long time and it took me ages to save up for it. When it arrived, unfortunately it did not fit me - it was too small. I was unable to exchange it for another pair because they were all sold out so I had to return the item for a refund. I then found out I was shortchanged $338.60. When I emailed their customer service team to enquire about it, they refused to refund the $338 which I paid for duties charges even though the goods were returned to them. This has never happened to me with any other overseas retailers before, let alone Selfridges, which is supposed to be a well known department store. All other retailers I've purchased with, big or small, if you return an item, you get a FULL refund of the amount you paid! I have also contacted my local customs office and they advised me that only the ‘owner' of the goods (which in this case is Selfridges since I've already returned the shoes to them) can claim a refund for the taxes & duties. I am unable to claim it myself. I feel robbed. $338 is a lot of money for us ordinary folks, especially during COVID. I am disgusted with the way they handled this and will never purchase from them again. I also paid for a Selfridges+ membership which costed me $70. More money down the drain for no reason.

I ordered a pair of gucci loafer which didn't fit! I immediately returned them! Selfridges does not want to refund me my money! For an unworn shoe that I sent back in the same condition brand new how they arrived! I spent over 100$ on phone calls about my refund and still nothing I will never order from this place again! I will take appropriate action for my refund!

Expensive jeans, returned them as the fit was all wrong, 2 months later I am still awaiting a refund, terrible service. I will never set foot in there again. Shocking. Avoid!

Selfridges customer service is horrendous absolutely horrible. These people DO NOT want to help you. You could never get a hold of a supervisor and no one contacts you back. I feel that giving them a 1 star is too generous.

Horrible customer service. I don't recommend anyone ever shop here. They refuse to refund my order after it was sent back within the return period unworn. DO NOT SHOP HERE!

Don't buy anything form them if you are an international customer i ordered so many fragrances from them and some of them were leaked. I did provide them the pictures but they are not refunding and said nothing can be done and will tell u that they will investigate which means they will do nothing and send you a sorry mail.

My online return was processed smoothly and fast, I was nervous having seen all the negative reviews. However I was pleasantly surprised, they responded quickly to all my emails and updated me on where my return was in their store process.
I would definitely shop with them again with full confidence

I ordered food for xmas, nice things from 'home' and when it arrived someone had opened it, eaten half, stuffed the rest back into the box, wrapped and sent it to me! Customer service apologised and refunded the cost of the opened item. HOW DOES THIS COVER IT? It is DISGUSTING! Do not order from there.

THIS ONLINE COMPANY IS A BIG SCAM. Please report to your local frauds department and TV news channels for the investigation. Please write on their all social media pages to make people aware. Also Report it to Master card companies. They definitely will held them accountable. Most of their employees are thieves. I'm starting a page Name SELFRIDGES UK DO NOT SHOP page. Please follow and tag local news channels

Ordered a Ted Baker hand bag which broke within 5 uses, contacted Selfridge's, they asked me to send pictures which I did and haven't heard back in 3 months. Do not buy from this company.

Ordered a neom oil diffuser with oils on 22nd November. (Took payment from my card in full at the time) By the the 3rd December my oil diffuser had been cancelled by Selfridges with no explanation. Oils had then been dispatched. Why would I need the oils If I can't use them without the diffuser? Was promised a call back by the manager to check stock availability (never happened) wanted this as a Xmas present for my wife but now she will be disappointed. I pay £40 a year for this account. Never have I seen such a incompetent level of service.

Don't order from them terrible customer service when something is sent back.Tried calling numerous time its just call center in Scotland they promise they will call you back but never happens go to John Lewis.

Selfridges are operating highly dubious online practice with customers frequently being falsely accused of damaging products to avoid refunds - wish I'd looked online before purchasing. I bought four pairs of shoes, two of which I did not try on in the end, and only tried on one from each of the other pair. In summary 2/8 shoes tried on inside the house, too big so returned within 24 hours, Selfridges said all were damaged and unsaleable which was impossible. After numerous email exchanges they agreed they had misjudged three pairs and would refund them (still fighting about the fourth). So false accusations then they back tracked. What would have happened if I just rolled over and accepted it? Hope this helps someone else avoid this insufferable experience.

Very disappointment their customer service.

I ordered Selfridge + Global delivery service and it doesn't work.
I phone them and they said they call me back, but never phoned me.(Typical bad service tho)
I have to phone them more than 10 times and no one can't not solved the problem and some of the staff was blame on my browser or laptop….

Also,,,,, I ordered some products online and they charge me extra £ every time and I have to chase them to refund the money.
They have horrible online system and you shouldn't trust them.
Especially the delivery time never on time.

Also,,,, I ordered my friend birthday for two bottle of wine.and state said "Delivered" but one of them are outside her front door, one of them are in her rubbish bin because the wine bottle was broken! If she didn't realise that they just hide them.

Absolutely disgusting service, placed an order for three tablets costing nearly £900 only to have my order cancelled the following morning stating I hadn't passed security checks and by pure coincidence the price of each tablet had gone up from £297 to £349. On speaking to a member of customer service they informed me it was not actually anything to do with a security check and that it was Samsung that had cancelled the order and not Selfridges and that they would contact Samsung to find out why and get back to me. Apparently the items are shipped straight from Samsung and they can cancel your order even though your order is placed with Selfridges which is not on. No one got back to me so after 24 hours I contacted customer services again and spoke to a different member off staff to be told a completely different story and that the order was cancelled because it hadn't passed the security check but no actual reason was given and that what her colleague had told me previously was wrong, so basically I've been ignored and lied to and they wont honor the original price. What a circus and I'm sorry I didn't see all the negative reviews before I placed an order with these clowns, the staff at Chicken Cottage have better customer service skills so vote with your wallets and buy elsewhere because the bottom line is that they simply do not care, you have been warned.

Am extremely disappointed with the service I received from Selfridges regarding my recent purchase of Gucci sliders. I thought I was buying a high-quality product from a reputable retailer, but my experience has left me feeling frustrated and let down.

Within just four days of wearing the sliders, I noticed that the glue was coming away on one of the sliders. Naturally, I reported this issue to Selfridges, expecting a straightforward replacement when I returned from my holidays. However, to my surprise, they claimed that I had damaged the sliders due to incorrect usage.

I find it hard to believe that there are many different ways to wear sliders, and I assured them that I only wore them for about an hour on the beach and while walking to and from my water villa. Yet, they refused to acknowledge my complaint and instead accused me of causing the damage.

This kind of treatment is completely unacceptable, especially considering the amount of money I have spent on designer items from Selfridges in the past. I had always believed that their customer service matched the luxury image they portray, but this incident has shattered that illusion.

As a result of this experience, I have decided that these Gucci sliders will be my last purchase from Selfridges. I simply cannot justify giving my hard-earned money to a company that refuses to take responsibility for their faulty products and treats loyal customers in such a dismissive manner.

Out of principle, I am considering taking further action to address this issue. Selfridges needs to understand that their customers deserve respect, fair treatment, and timely resolutions when faced with faulty products. It is truly disheartening to see a once-trusted retailer fall short in such a significant way.

Ordered a £3k handbag on a 4 day delivery. Here we are 2 weeks later with no handbag, £3k in the hole and unable to get any sense, commitment of infomation form customer services. I would expect more from a premium seller of luxury goods. In future ill be using harrods.