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Selfridges & Co

How would you rate Selfridges & Co?
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Hong Kong
2 reviews
6 helpful votes
Follow Rita L.
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WORST service ever
December 6, 2018

The WORST customer service I have ever experienced! One month ago I ordered a dress from selfridges.com. Selfridges cancelled the order (as it was out of stock) BUT proceeded to charge me GBP42 for the delivery cost.

Despite numerous emails and complaints, I have yet to receive any refund to date.

Please stay away from these thieves! There are plenty of other reputable retailers both online and offline.

Date of experience: December 6, 2018
Australia
1 review
2 helpful votes
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I would wished I read this site before decided to get something from Selfridge & Co. They sent me incorrect item, sounds like misleading, the product they sent me different with the image list. I contacted them for returning the product immediately. They already received the product back safely. And now i am still waiting for my full refund included Import tax $216.48 & delivery fees $45. Not sure how long I would get it back. And they haven't get back to me. Hope no awful drama from them.

Date of experience: August 4, 2017
Illinois
2 reviews
2 helpful votes
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Selfridges Just Lost Another Customer! Due to refusal to replace or refund faulty merchandise.
-I purchased a bracelet for $470
-it broke in 5 different places within months of wearing it
-I contacted them about replacing or returning it
-they asked for pictures and gave me the run-around for weeks
-they ultimately refused to take responsibility for the faulty item
-I asked for contact information to supervisor to pursue this issue further which they refused to provide
-I cannot believe they would ruin their reputation, not stand behind their products, and disgust a new customer over $470. I am taking ALL action to pursue this further on my own. DO NOT put yourself at risk by shopping here.

Date of experience: September 29, 2018
Israel
1 review
0 helpful votes
Follow Adi H.
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I was so surprised and disappointed by the bad costumer service I experienced... I can't believe that this type of large chain could even afford it.
This happened to me twice by now!
My package never got here at all, when I asked what's going on- since it was an urgent shipment, I was passed around between 10 costumer service representatives who "checked" what's going on for over 4 days. They never gave me an answer to why my shipping never arrived even, and offered 10 ponds voucher instead of the package... What?!

Date of experience: October 17, 2018
GB
1 review
1 helpful vote
Follow Debra M.
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Selfridges do not even deserve 1 star but it wasnt possible to review without at least 1 star!

I will never shop with this company again after ordering sandals and paying for the product only to be sent a different product as the product I ordered was actually out of stock.

Selfridges and co should never have accepted my order or charged me for the product in the first place.
Instead, I was then expected to return the product(that I did not order) to the post office before I could get a refund (for the product I did not receive) Appalling service - lets see if I ever get the full refund I have requested... I have no confidence in this company whatsoever - I should have read the reviews first!

Date of experience: January 21, 2018
GB
1 review
2 helpful votes
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AWFUL ONLINE SYSTEM
December 15, 2021

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.

Date of experience: December 15, 2021
GB
1 review
0 helpful votes
Follow Patryk A.
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I was charged 3 times for the same order (website 3 times show issues with payment). No confirmation of my order (no order number), no confirmation on my email. Called customer service straight and they said my orders are not in system so they can't help me. So where is my money? BEST THING TO DO IS AVOID THEM!

Date of experience: December 15, 2022
Singapore
1 review
0 helpful votes
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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

Date of experience: June 22, 2018
GB
1 review
0 helpful votes
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I wish I had read the reviews before
I wish I had read the reviews before ordering from selfridges. My first order and I also paid for the yearly plus delivery. Ordered 2 all saints shirts in medium as I already had one the same in that size which fits OK. But both shirts seemed a little too large so I returned them both after only trying them on. I have received a refund for only one as they are refusing to refund the other saying it has been worn. I never wore it and will be raising a resolution with PayPal who I used to pay. Safe to say first and last time with selfridges, I hope they wish they had treated customers better when they end up going into administration.

Date of experience: July 30, 2019
GB
1 review
0 helpful votes
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Ordered items online. They clearly priced them wrong. Not my problem. Ordered them for Christmas presents. Then they lied and said they was out of stock and wouldn't honour the price.

Date of experience: December 24, 2022
California
2 reviews
4 helpful votes
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I purchased a coat back in October of 2015 and they sent me the wrong item in the US. I returned it back to them and they told me they had sent me this coat, because the one I wanted was out of stock. Then they told me that I would get my refund for the coat as well as for the shipping. I did receive my refund for the coat, but it is now March 2016 an they have yet to give me the money for my shipping for $45 US. I have sent numerous emails with the receipt, called them and they keep stalling me and telling me that they have tried to refund me and it is not going thru for some reason. Now, they refuse to answer my emails.

Date of experience: February 29, 2016
AE
1 review
2 helpful votes
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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.

Date of experience: December 2, 2020
California
1 review
3 helpful votes
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Terrible customer service.
September 16, 2021

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.

Date of experience: September 16, 2021
Australia
1 review
2 helpful votes
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Someone ATE MY ORDER
December 19, 2021

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.

Date of experience: December 19, 2021
GB
1 review
0 helpful votes
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Awful
December 23, 2019

Selfridges has the worst customer service I have ever experienced. It is beyond terrible, completely and utterly unprofessional, rude, unhelpful and shocking

Date of experience: December 23, 2019
GB
1 review
0 helpful votes
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Appalling customer service
September 30, 2023

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.

Date of experience: September 30, 2023
California
1 review
0 helpful votes
Follow Lana O.
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I wish I could give the company zero starts! They are absolutely the worst!
While they have some great deals and designers, do not expect to get a refund if an item you order does not fit you. After a month since I returned my order, I finally contacted them and asked about my refund. Oh, well, they do not know what happened to my return!
I returned an item with DHL the day after I received it. The DHL employee picked up a package in person as they always do when I return something I bought on European websites. However, DHL does not usually give me a receipt, which I do not care much about since there is never an issue with their services. So I provided Selfridges employee with a return number from my email confirmation of a pick up. Apparently, Selfridges has no record of my return and they refused to give me a refund. I would at least expect them to contact DHL and find out about what happened because other Selfridges customers could have an issue with their deliveries and returns. Instead I just got an answer that Selfridges does not know what happened and they are not going to refund my purchase!
I advise everyone to spend your money elsewhere! I rather pay more than trust Selfridges ever again!

Date of experience: January 22, 2020
New York
1 review
0 helpful votes
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Overall great
June 30, 2020

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!

Date of experience: June 30, 2020
Australia
1 review
2 helpful votes
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Ripping off customers during COVID
June 30, 2021

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.

Date of experience: June 30, 2021
Singapore
14 reviews
27 helpful votes
Follow Jun W.
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Two days after ordering some items on Selfridges online, I was told that one of the items was out of stock. I called up customer service the very next morning to clarify because the item is still available online for purchase. She told me that the item was positively out of stock at the warehouse. However, it was still on the website. The lady on the phone told me that I could purchase the item online again and would still receive the same out-of-stock notification days later. Displaying goods that are not available for sale is an unacceptable practice that is misleading and fraudulent. Worse still, instead of consulting me on what to do with the remaining items, I was told that they were already on their way to be dispatched. I told her that I was extremely unhappy with their service so much so that I'm willing to cancel my entire order of items that I really wanted. I'd rather get the items elsewhere from a company that engages in deceptive practices, has a broken website and online stock system plus terrible service standards.

A week later, Selfridges is still holding on to my money despite unavailability of goods.

Date of experience: May 8, 2015

Overview

Selfridges & Co has a rating of 1.3 stars from 48 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Selfridges & Co most frequently mention and customer service. Selfridges & Co ranks 76th among Department Store sites.

service
19
value
18
shipping
18
returns
18
quality
17