selfridges Reviews 

Ordered a kit with several small perfumes in it. Once opening the outside box i could already smell it, inside one of the perfumes have broken, so everything was covered in the liquid and pieces of broken glass.
I spent over an hour friday evening chatting with customer services, 3 different times as it kept disconnecting me or cutting off.
I sent photos of the damaged product and was promised a supervisor will get back to me in 24/48 hours that never happened.
After the chat one of the advisors asked me to take the broken glass out of the box and take pictures of the pieces as “evidence”. When i sent this they said they’d get back to me again 24/48 hours.
This delivery was friday afternoon, it is now wednesday and i still don’t have product or money. I’ve been asked to put the item to the side as it is until they get back to me, and I’m still waiting.

I paid extra for next-day delivery, but my order did not arrive the next day. When it finally did, the gift message and gift receipt were missing and the items were broken. I then had to chase the company for four days before getting any response. Since I paid for a next-day delivery service I didn't receive, I've asked for that charge to be refunded separately, regardless of any goodwill gesture, which I think is a reasonable request.

I have contacted this company by email multiple times about my complaint and have still not received a proper response or solution.

Instead, I was told a manager would call me to help. What followed was a series of calls from different numbers, first via WhatsApp (which blocks unknown numbers), then regular calls. When the manager finally reached me from an Italian number, he asked what my concern was, even though I had already explained it in detail several times by email. When I asked whether he had reviewed my case, he said he didn't know, and then the line went dead. Either the call dropped or he hung up on me, and I was left with no resolution.

There appears to be no coordination between the customer service team and management, and no one seems to read the case history before getting in touch. I have now asked them to review my case properly and contact me by email only.

The whole process has been frustrating and time-consuming. Based on my experience, I can understand why other reviewers have rated this company so poorly. I would not recommend them until they improve how they handle complaints.

I looked at the reviews because I really wanted these Kurt Geiger shoes that were sold out in my size on the web site. Some reviews were not promising. I tried my luck based off the good review. I'm so glad I did. My shoes came 1 day earlier, packaged well and the main packaging was unharmed. I am very satisfied selfridges was the only store that had my size. They did not disappoint.

Absolutely shocking service from the returns department. I purchased a Reiss tie which arrived in a small 6x4inch box. I changed my mind and returned the unworn item in the same small box via InPost.

I’ve then received numerous emails refusing a refund stating that I have returned a different item - a long sleeve top that I’ve never seen before…..

Not only have I never seen the top I apparently returned, it would be utterly impossible to fit that top into the small box. Either InPost have made an error with the return or Selfridges Returns Department have made the error.

I’ve now also raised an investigation with InPost, which I presume Selfridges would have done (probably wishful thinking). Either way I will not be accepting anything less than the refund.

EDIT: I have now also raised a complaint with Retail ADR, submitting all previous communications, order info and tracking info. Fingers crossed they can help get to the bottom of it because the Selfridges Returns Department are clearly incapable.

I have never received should poor customer service in my life. I returned an item over a month ago and still no refund. They behave like it is your fault, 5 times I have contacted the customer services and every time I am lied to. Will never order from here again.

Iconic. Great value.

Do not buy an expensive item from here thinking you can change your mind and return. I bought a £1900 handbag. When it arrived it was a different shade of grey than i thought & much larger. I hardly touched the bag as knew instantly seeing it in the box that it was not suitable. I returned straight away. A few days later receiving email to say they had received the bag back. A few days after that I got another email asking for more details as to why i was returning the bag to pass onto the returns team. I replied straight away. Heard nothing for days so emailed asking for an update re my return. Had no response. I emailed again. No response. I called customer service and was told somebody would call me back. Nobody did. I have just received an email from the returns team saying they have decided to overturn their decision and refund me!!!! Overturn what decision? I was never told there was a problem or given an explanation as to why on earth they were not going to give me a refund for the bag in the first place, the bag i sent back to them exactly as it was received by me. Once they got my reason to return it they stopped communicating. Ive had to chase this up constantly. I have been told it will take up to 5 working days for my refund. They have had the returned bag for 16 days already. I emailed to ask them to explain why they received the bag back within days of me receiving it, in the exact condition and packaging & untouched yet had decided not to issue me with a refund straight away although i was not told this and they just pushed for further explanations as to why I had retuned the bag but of course have had no response! Im still awaiting my refund, hopefully by day 21 of them receiving the bag, I may receive my refund but who knows. Awful experience. I wont be using Selfridges again.

Ordered Perfume from Selfridges online. I thought they were a top company. It said they had 3 items in stock. Paid for 2 items. The following day they say they have no stock and have no idea when they can supply me. Judging by the other terrible reviews they seem to be a 1 star bunch of cowboys. Don;t bother wasting your time with them.

Purchased birthday gift for my son to give to his mum.
He gave it to his mum when it arrived and she found it was totally wrecked.
My son was mortified and embarrassed and I felt to blame.
Torn and badly stitched on the side and armpits - where on earth are they buying this rubbish from?
Had to return. Took days to arrive back and I have no refund still.
I complained and could not believe it when I got back what was clearly an AI response. This is thier bragged about customer service: Items not checked prior to post and to fob customers off with AI and then to not refund. One previous good customer lost. I will use John Lewis in future. Would add that my refund amount will not include a 10.00 post cost which is a bloody disgrace when they posted me rubbish and I pay for the privilege. Spend 90 get 80 back! ..... one day I will anyway...

Bought a pair of earrings for £1,820 at Selfridges London on 30 September, part of a £6,340 purchase. My wife wore them once. Once. The back came apart into three pieces and the earring fell off. No knock, no drop, nothing. It just came apart.

I live in California, USA. I emailed customer service and asked for the obvious: send a replacement back, it is tiny, or send a prepaid label and I will post it back for assessment.

Two days later I got a reply with no case number and no acknowledgement that anything was defective. Just bring them back to the London store in person, and any exception return would be at the store's discretion. So a £6,340 customer is supposed to take an 11-hour flight to London to return a fastening the size of a fingernail.

I escalated and gave them until 14 October for a proper answer. Nothing.

I sent them photos of the broken back, the certificate, and the receipt says Selfridges. They sold it, it is their problem.

Under UK consumer law, goods have to be of satisfactory quality. This one failed on its first wear. And I was not even asking for a refund, just the tiny part that broke, or a label to send it back.

A shop selling ten-pound phone cases can send a prepaid label in minutes. Selfridges could not manage it in a week.

This was eventually sorted through another channel. Selfridges never did a thing.

Purchased a dress and it arrived with pen marks all over a £250 white dress. I called cs and they advised me to send pictures whilst on the phone, they then accepted it and asked me to return the dress. It was later sent and the next day I got an email to say they had got the return and may take 5 working days. 10 working days later no response, no reply to my emails and the call centre just told me to continue waiting. I was unable to afford a new engagement dress due to the delay thus ruining one of the most special nights of my life.

Never re purchasing and I want my money back.

Bought an expensive cookware set online. Was advertised as 100% titanium and dishwasher safe. Because of the expense, I contacted customer services to double check and was assured that the advert was accurate. Item arrived was not as advertised - not titanium and handwash only. Dispponted by false advertising, false information from customer services and absolutley no goodwill gesture for inconvenience caused.

This is a truly awful company to buy from. I purchased a Chloe bag for my wifes birthday and it was not opened for 15 days from arrival. The bag was unsuitable so I tried to exchange or return it! Selfridges would not be reasonable and insisted they could do nothing as it was outside the 14 day returns policy in their small print! They say they will call you back but just ignore you. Amazon is so much better. Harry Selfridge woould turn in his grave if he could see the appalling customer service offered today. Selfridges is not what it used to be!

Very unhappy at Selfridges. I bought a speaker as a present form my son. I tried it and it was faulty. I cannot exhange or have it refunded as Selfridges only give a 6 MONTHS warrenty on electrial products. Terrible. I have to bin it. Waste of £90.

Sefridges have asked me to contact tme. But they have not responsed to my email.Ignoring me.

Waited in a queue to get a fragrance advent Callander. Upon arrival 8 of 12 boxes were damaged, 1 leaking and 1 doesn’t spray!
I have been in contact uploading photos etc but I’ve been told to wait 24-48 hours for an update and it’s been 5 days. Despite me emailing back to say I’m still waiting on my update I’ve still heard nothing. Poor customer service.

Third time ordering and problems yet again, tracking said parcel was delivered to porch, which I don't have. after searching property found the parcel next to my bin on the road in the pouring rain in a cardboard box so contents were wet. Dpd said to contact Selfridges, Selfridges said to contact Dpd !! Eventually got a response from Selfridges offering me a £5 evoucher, still hadn't received it after over a week. had to chase again. There seems to be no accountability or check as to what the staff are doing. They send an email after delivery asking"how did we do" but there is nowhere to answer that question surprisingly.

What a spectacular fail this was. Social Media galore. Bet Selfridges loved this mess, despite being horrendous for customers, but a dream for bot user resellers.
This was a massive let down, with extremely bad and poor service from such a huge company. I managed to purchase one, finally, on the second restock - only for it to be cancelled a couple of hours later, claiming out of stock. Yet, there was a third restock - so there was stock! - but they refused to honour my order. This was the same for many other people too. Instead, the internet is filled with resellers with loads of them.
Worst experience ever buying anything online.
Customer support wasn't there either, they don't care about any of this.

Expensive shipping with no home delivery. The courier company is terrible and expects me to travel 30 km just to collect my package. Customer service is slow, and the AI assistant offers no solutions whatsoever. This has been a very disappointing experience, and I will never shop with them again.

Ordered online to arrive next day. No notification advising order wouldn’t be delivered but when I called late afternoon, told it would be the next day instead.

When selfridges reply to these reviews asking you to contact them to rectify things it's just another lie.

They don't do anything. Just waste more time.