selfridges Reviews 

This happened on Saturday 5 September at the &honey counter in Selfridges.

We first visited earlier that day, where my cousin tried a treatment from a bottle that was already open, with the peel and seal removed. There was nobody at the counter, so we genuinely assumed it was available to try.

When we returned later, my mum tried the same treatment and the brand rep suddenly approached us and told us we weren’t allowed to use the products. We immediately apologised and explained that we hadn’t realised, especially as it was already opened when we found it.

I actually went back afterwards to make things right and apologise again, as I didn’t want there to be any bad feelings. Unfortunately, she continued speaking to us in a very rude and accusatory manner and raising her voice. I eventually told her there was no need to approach us with an attitude, to which she responded, “Tell me how I have an attitude?”

We had no issue being corrected — it was the unnecessary hostility that was upsetting. As we left, she repeatedly said “have a nice day” in a very passive-aggressive manner, as if to mock.

A simple explanation would have been enough. We came to the counter because we’d heard such great things about &honey, so this was incredibly disappointing. Basic kindness and respect go a long way in customer service. Assuming this was an agency-based employee filling in for the brand, I implore agencies to train and background check their staff. I didn’t catch her name but I wouldn’t have hesitated to mention it here as it seems it isn’t her first time behaving this way.

I am writing to lodge a formal complaint regarding my order received today [228093038].

Upon opening the package, I was shocked to find that the box for the Mayfair necklace was completely empty. I have been a loyal customer for over 10 years and have purchased more than 1,000 items from your store, yet I have never experienced such an unacceptable issue.

What makes matters worse is the appalling service I received from your online support team when I inquired about this. I was polite and had no intention of rushing the agent, yet they were extremely rude and refused to assist me simply because I am not the primary account holder. The attitude and unprofessionalism of your staff are utterly disgraceful.

Charging a customer for an item while sending an empty box amounts to fraud. I demand an immediate and thorough investigation into both the missing item and the conduct of your staff.

If I do not receive a satisfactory response within 48 hours, I will have no choice but to report this matter to the police and consumer protection authorities.

I expect your prompt action and response.

Had a great day at selfridges shopping. There is a lot to look at in the toy department and I found the staff members very friendly. Ruby from the toy department was very helpful and assisted my friend and I to find our search for a gift.

Purchased a £200 bottle of perfume from this company and they had the cheek to charge for shipping that includes standard or next day. They also don't provide any other perfume samples.

I emailed customer service about the sizing of some shoes as the information wasn't available in the size guide section on the webpage.

The customer service associate I spoke to emailed the distribution centre and confirmed that a size XL was an EU 39.

I went ahead, placed the order and travelled all the way to the store to pick up the shoes. When I got halfway home I saw the shoes were actually a size EU45.

Customer service was useless; they just said sorry and there was nothing they could do.

Now the shoes are out of stock and I can't buy them at all.

Still no refund received and a lot of time wasted travelling.

Lovey service at book area.
Great advices.

order 228098146

My shoes arrived with no shoe laces and unable to wear for a event specifically purchased for, customer service have asked for a photo to be left waiting for a reply with nothing done, this is the second time selfridges have messed up my order with nothing in return just a apology customer service are unable to do anything and when you ask they seem to get frustrated when I should be the one who’s frustrated, this is really poor for a high end store spending £550 on shoes to receive no laces and being told they will look for them and send a email is just not good enough, as a returning customer I am no longer ever shopping with selfridges

Would give 0 stars if I could… ordered two house of cb dresses at £250 each on next day delivery on 4 August. They cancelled my order on 5 August and have only refunded me for one dress. I have emailed 4 times asking for an update on my refund and have been ignored each time. They have now broken their refund policy and ignoring me, I’m now pursuing a formal complaint and contacting my bank. Seriously fed up.

Having read other people’s reviews I wish I had read them before I ordered some Gucci sunglasses , they never got delivered by dpd as they were apparently damaged in transit , my refund did not arrive so I emailed asking when I would be refunded , I then noticed that I had received an email which told me the refund had been rejected ! After a few more emails I finally got one that said they had reviewed the situation and would be refunding me after all ! I found this highly suspicious and will never shop with them again

Selfridges have decided that certain brands cannot be returned- not certain items, but brands. When you go to the product page there is no mention of it in the information section or anywhere on the product page.

I bought 3 Skims bras and a Chantelle bra. Four almost identical items. The Chantelle bra can be returned but the Skims ones have been refused. I escalated it within customer services, but they are refusing to accept a return. The only reason is the brand. It is nothing to do with hygiene as most other bras can be returned (like the Chantelle one in my current order). When I questioned customer service as to why one bra can't be returned and the other can, I was told it was because of the brand. I was also told that this is detailed in their T&C's.

Having since checked the T&C's there is no mention anywhere that SKIMS are a brand that cannot be returned. The wording under items which cannot be retuned is 'Underwear (including: briefs, boxers, bodysuits, shapewear, hosiery, and stick-on bras). The bras I have bought are not stick on. Bras are not in the list. There is absolutely no difference between the SKIMS bras and a lot of other bras on the website which are returnable.

There is no way as a consumer that I would have any idea that these bras are non-returnable.

Selfridges have not put anything on the product page to inform a consumer that this brand of bras are an exception.

I didn’t even try the Skims bras on as they are horrible - either too thin or too rigid. I’m sure if I went into a changing room in Selfridges I could try on any brand and put in back on the rail too.

This amounts to c. £160 so I will be taking this further. I’m meeting with my solicitor in a week so will get advice here and pursue through formal complaints and consumer rights processes.

I have been a loyal customer for many years but that ends today.
It’s sad to see so many poor reviews of Selfridges.

The actual worst store I have ever dealt with in my 40 years of shopping. Don’t be fooled by the well recognised name ‘Selfridges’ what an absolute shambles, poor communication, non transparency, this company has caused me unnecessary undue stress and frustration,I have been financially disadvantaged also spending hours messaging ‘customer’ services, refusal of staff to escalate a formal complaint in writing to senior management so I will find the information myself on companies house and contact the directors directly, wake up Selfridges, look at your reviews, obviously surviving off the name what a sad and hopeless organisation.

Thanks for your reply but I’ve emailed this email address twice and no one has got back to me!

First order (international). It arrived in good condition, ok packaged for its value, and exactly on the date advised on the order page. It exceeded my expectations, since transit typically is hard to predict, especially when customs are involved.

Sidenote: I almost ordered something out of stock. The product page showed stock, but the cart advised it was not in stock when I tried to place the order. Selected something else and all was well.

Returns policies are not transparent. I shopped for hours in Selfridges at the Trafford Centre and spent a long time with the girls that work there, who were all lovely! It all went wrong though when I purchased a Skims bodysuit.

I had told the girls that I had booked a last minute holiday and was panic buying a bunch of stuff, would decide what to keep, and come back the day after my trip (because it's 14 days returns which is ludicrous when it's a retailer in a large shopping centre, but anyway) to return the rest. All the time that I spoke about this, not one person mentioned bodysuits were non returnable, I tried on many bodysuits in store, as did many other customers... so what is the difference?

I asked again at the point of sale, what is the return policy and can I bring these back? I was told yes, and that swimsuits were only returnable if I kept the hygiene sticker in. I bought two bodysuits, neither had a hygiene sticker in.

I travelled for over 2 hours from North Leeds to Manchester (two accidents on the M62, one which happened a car ahead of me), so I literally battled through to make this return on time, in line with policy.

When I got there, I was told no I could not return the bodysuit I wanted to return. I explained very nicely I wasn't informed of this, despite asking the explicit question and making it clear it was likely I would return something. The conversation went on for a really long time but she said she was the manager, there was no-one else I could speak to and the book stopped with her... she gave me an email to raise a complaint to and sent me on my way. I was upset, confused and pretty annoyed.

I got home and sent my email explaining the events of the day and including proof of the item. Again, I have received no level of customer service.

Selfridges need to either accept the return of these items, or include hygiene stickers. I don't know of any other retailer that does not accept the return of bodysuits that are not lingerie bodysuits, and I'm a frequent shopper.

I shopped in store, not online. Consumers don't read terms and conditions online when purchasing in store, the store needs to communicate these, especially given that I explicitly asked. If you would take the time to watch any point of sale CCTV back, you would witness my asking that question.

Also 14 days return policy for a venue like the trafford centre is just not long enough, people travel far to shop at these larger shopping centres.

This is extremely disappointing and assuming that Selfridges choose not to overturn that decision, I won't be shopping here again. This is the third issue I've had with Selfridges out of 4 purchases. Avoid.

I ordered a Creed perfume from Selfridges and the experience has been awful. The parcel was sent to my previous address — a place I had to flee due to domestic violence — and even after following the advice their staff gave me and updating the DPD instructions, the driver ignored them and delivered it incorrectly.

Since March I’ve been trying to get this resolved. I’ve been passed around, given no real help, and even received a dismissive email telling me to stop contacting them while the issue is still unresolved. Completely unprofessional.

I live with several health conditions and have suffered major bereavements in the last year. The stress caused by Selfridges’ poor handling of a simple delivery issue has been unnecessary and damaging.

I followed their instructions. They failed to act, failed to support, and failed to take responsibility. Selfridges needs to investigate this properly and address the distress and inconvenience they’ve caused.

A.manager called Jay is so disrespectful and has no remorse on how much his disrespectful emails can affect people with mental health

I ordered a pair of trainers by SM from Selfridges. After one week of wear the sole has come away from the trainer. Incredibly cheap quality!

The returns process is even worse. SM simply say to contact the seller. Selfridges expect me to write a cover letter, pay for the return and wait 14 days while an ‘expert’ passes the item as faulty. Really?

I simply sent photo evidence and hoped for an exchange, as they were actually rather comfy. Terrible customer service.

Absolutely awful customer service. I ordered a £100 Ralph Lauren belt for my boyfriend’s birthday. I was one day out of their stupid 14 day returns policy (most places give 28 days). But as it was a gift and my boyfriend was only able to try it on for his birthday and it didn’t fit, they wouldn’t allow me to return, get store credit or an exchange. They didn’t offer anything, so I would highly recommend not to buy or order from Selfridges. I get being one day out of their returns policy may not let me get a return but to not offer anything is ridiculous and I expected a lot more from a company like selfridges.

I spent £180 on a gift for a friend only for the package to be left on a doorstep without signature and then stolen. When I approached customer service they just shrugged it off and said well it was delivered so we don’t owe you anything. Except they use DPD which is notorious for not delivering packages safely. Poor customer service and poor delivery. Do not buy online

Nothing short of disgraceful. I purchased an expensive necklace for my wife’s 50th birthday and paid for next day delivery. When the order confirmation came through, next day meant 5 days. I called immediately I understood the delivery was too late and offered to pay more for an expedited delivery. Customer service could not have cared less and stated that it was because it was an expensive item the delivery could not be next day?? I went on line and could buy another more expensive necklace with next day delivery!
I have now talked to three customer service advisors. One promised to talk to the warehouse and come back to me the same day. Of course, there was no reply that day.
Avoid at all costs

Terrible experience with online shopping and customer service. They say they will respond to you and you hear nothing for weeks. In particular Kashief W on the customer service chat was extremely evasive and wouldn’t respond to any of my questions. Never received an item in my order and then was told I couldn’t return other items in my order as I’d missed the return period, despite not receiving my complete order. How they are still trading is baffling with that appalling customer service.

I used Selfridges as an alternative to Sephora for purchasing high end makeup and perfume. I wanted an outlet that did not use Evri as a courier, as I’ve had some terrible experiences with Evri. I read the customer reviews on here and my heart sank. It sank even further when I received an email stating part of my order had been cancelled because the product was not available. I had absolutely convinced myself my order was not going to arrive without mishap - but dpd arrived to the dot, with my securely packaged goods. Everything was present and correct and gratefully received, with the one exception I had already been told about, which was duly refunded with the minimum of fuss.