Selfridges Reviews
Based on 22 customer reviews and online research, selfridges.com has a consumer rating of 2.1 out of 5 stars, indicating most customers are not satisfied with Selfridges.
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4 Stars(1)
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1 Star(15)
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Top Reviews
My husband ordered me some Louboutins for my birthday. I tried one on, on a carpeted floor. They didn’t fit and I put them back in the box and they were picked up by dpd 24 hours later. My husband received a receipt to say that they had been received. That was on the 11th feb and nothing since. This service is absolutely shocking and having read the reviews below it looks like selfridges are actively trying to rip people off. So tomorrow I am going to be contacting all the major newspapers to tell them about your customer service. Luckily I know quite a few of the personal finance journalists and I’m sure they’ll be interested in reading these reviews
So I purchased a pair of Christian Louboutin’s from Selfridges as a gift from my partner. Depending on style her size varies with Louboutin’s. When they arrived she opened the box and laid out a fluffy soft towel so she could try them on without marking them in anyway, she also wore tights to make sure they stayed like new. Unfortunately they were way to small and it was obvious she wouldn’t be able to get them on. They were immediately boxed up and a return request raised. DPD collected a day later than agreed (lucky I was in). Then delivered back and received by Selfridges on the 30th November (email stating this received).On the 9th of December I received a second email stating they had been received back in the 9th of December???? Strange as by this time they had been sat there for 9 days. I called Selfridges and was told that it was due to quarantine and that returns were taking slightly longer. I accepted this given the National circumstances. On the 11th of December I received and email from someone called ‘Tom’ in customer services returns. It read as follows. NOTE HE CAN’T SPELL DANIEL!!!‘Dear Daneil, I am contacting you regarding the return of your Christian Louboutin shoes. When any order is returned to Selfridges, it undergoes a thorough inspection to ensure that it is still in the same resalable condition it was sent out in. Whilst processing your return we found that the shoes were worn. We have vigilant quality control procedures in place to ensure that all items are in pristine condition and fit for purpose before they are sent out to our customers. Due to the item not being returned to us in a saleable condition, we will be unable to proceed with your return. I apologise for any inconvenience this may cause you. I do hope you can understand our position on this. Please let me know if you would like your item sent back to the original delivery address on the order or an alternative address. I will await your reply and once you have confirmed your delivery address your item will be sent to you. Kind regards, Tom Selfridges Customer Services’OBVIOUSLY this can’t be true or correct. The shoes were out of their box for less than a minute and as it was clear they were smaller than her feet they weren’t even fully tried on or stood in! Plus all this was done on a soft towel deliberately so as not to damage them. I’ve since called Selfridges twice and been fobbed off each time. I’ve also emailed ‘Tom’ (who I’m starting to believe doesn’t exist) and received no reply. I’ve also asked for evidence of the damage by way of photograph. An internet search shows literally hundreds of other people in exactly the same position! Christian Louboutin’s bought in good faith, tried on carefully so as not to mark or damage and Selfridges then immediately claim they have been worn. SELFRIDGES! RETURN MY MONEY IN THE NEXT 5 DAYS OR I SHALL HAVE TO START SMALL CLAIMS PROCEEDINGS. A PRE-ACTION PROTOCOL LETTER HAS ALREADY BEEN SENT TO YOU. I note from Selfridges replies to other 1 star reviews that they ask you to email customerservice I doubt even if I do I’d get a reply as this is also the email the fictitious ‘Tom’ uses........ and he doesn’t reply! So come on Selfridges! Change my mind! I’ve been shopping with you (mainly in person) for over 15 years and now you are going to loose me over an online return.
All Customer Reviews (22)
Worst Customer Service I have ever encountered. I purchased an item online, next day delivery, it arrived but wrong item, same brand, more expensive actually. I contacted Customer Service immediately advised to sent back cover letter to explain etc, all done same day!! Item received back at Selfridges, and status online account says - Return Rejected…it’s over a week and I have had no communication from Selfridges as yet. When I contact them they say out of their hands different department….so I have had to raise to PayPal. II am currently out of pocket for an error they made with little or no regard to following up with me! Just don’t buy online from Selfridges, the chances of something going wrong and having a fight on your hands is high, read the reviews, there seems to be a serious issue with their online department, Ugg shoes being sent instead of handbag, no handbag empty box!!
See photos attached, item ordered vs item received, and status as rejected..
At one time Selfridges was the epitome of high quality service and customer experience.My order was suddenly cancelled due to the product I had bought apparently could not be found, although it was clearly showing as in stock and available when I ordered it and they were happy to take my card payment was taken. I was then told it might take up to 10 working days to be refunded.I emailed customer service but I must say their response and appreciation for the inconvenience this has caused was poor. Mr Selfridge would be appalled...
Ordered my wife a set of earrings for her 30th birthday only to receive a fake necklace item from asos wrapped in selfridges gift box with the earrings product tag on it.
My husband ordered me some Louboutins for my birthday. I tried one on, on a carpeted floor. They didn’t fit and I put them back in the box and they were picked up by dpd 24 hours later. My husband received a receipt to say that they had been received. That was on the 11th feb and nothing since. This service is absolutely shocking and having read the reviews below it looks like selfridges are actively trying to rip people off. So tomorrow I am going to be contacting all the major newspapers to tell them about your customer service. Luckily I know quite a few of the personal finance journalists and I’m sure they’ll be interested in reading these reviews
Ordered Mulberry Amberly Small croc bag and Selfridges saying they will not refund as I have used it - left a review yesterday on Trust Pilot for someone to say send an email to FAO Social and we will be in touch. Two days now I have waited for customer service to ring me. 6 phone calls to them 6 emails, nobody will put me through to "Tom". Advised this morning it had been escalated to Supervisor still no call, rang again to speak to Tom, but Tom will not call back with explanation. I am absolutely disgusted and upset that I am being told I have used the bag when the bag was sent as it was received. Again bag on sale for £580 but everywhere else for Mulberry it was £680. Why cause the bag was left on the shelf in the shop, dusty, no plastic covering on the metal, mark inside the bag. Do not tell me that I have used the bag when I have not. Your customer service is disgusting and I will take this further. Will someone PLEASE CALL ME TODAY.
The Website is a joke. If not in stock, just take it off the website. One or two items I can understand but it’s pretty much everything. Too frustrating, app deleted.
Extremely unsatisfied and wished I'd looked on here before I ordered (like I do with most companies) but I assumed they were a trustworthy brand!I paid over £100 to get a gift basket with nominated delivery for my elderly grandparents (a treat as granny just recovered from cancer). It was due to be delivered Christmas eve, I ordered 14th NOVEMBER.A week before Christmas I got an email saying that basket was out of stock and they offered a replacement that was nothing like he original. I was very upset and expressed my concern but I said I really had no choice but to accept due to the proximity to Christmas. Well guess what? That basket never arrived. It took me multiple calls to even get a refund but by this point my big lovely suprise had been totally ruined. I've called multiple times since asking for an explanation and compensation, but to no avail.
Refusing to refund but no delivery! The costly item wasn't delivered but they refuse to refund! We have camera footage confirming it was not delivered. My preference was the delivery although now the item is out of stock. Their reply and this is after complaining to CEO office says "go to the police to investigate" Shocking customer experience. Hours wasted and money wasted. They promise to call back and don't. Thanks for the lack of care CEO office!
Never had a problem with any online orders from Selfridges. Very grateful that they are still open and customer service are there to answer our queries. I take my hat off to them!!
ordered 8 items with selfridge's in that ordered i should of got 3 IT concealers which i did not ,i email pictures of the box which was all open and wet when arrived i was told i would i get a phone call but never did so phone again was told the same thing i am £75 pounds out of pocket here and no one seems to care ????? is there something wrong with this company ?? please could someone look in to this for me before i contact paypal Many Thanks .
OMG if only I read the first reviews !!! Wrong item sent not once but twice item part of Ralph Lauren set different colour bottoms/ joggers to the marl hoodie? If it not the same as what you advertise then that’s not great mistakes happen but twice...shame on me ! Never again it’s put me off shopping in store when they open.. :-(
Placed an order for a Jo Malone candle, and opted for next day delivery. Order arrived yesterday, it is not my item, not only that, the invoice and delivery note have someone else’s name and address on. Called customer service to explain what had happened, 12 minutes of not a lot being said I was told it had “been passed to the relevant team for investigation as it is quite a serious matter” when I then asked when I would be contacted I was told she didn’t know but it’s normally quite quick. Providing timescales is quite an important factor in customer service. Not only for the customer, but for your business too. Actually providing time scales to a customer is likely to decrease contact chasing for responses, which also frees up your customer service team. Anyway received an email today about them arranging collection of the incorrect item. They have not even addressed the data breach, or what steps they have taken to identify where my data has been sent, no mention about me receiving my actual order.These are all basics of customer service. I shouldn’t of had to ask all of the questions I have in my response, these should have been addressed straight away! After reading all the reviews, I’m sure there will be more problems when I return the incorrect item meaning my order won’t be fulfilled! Absolutely disgusting service from what is supposed to be a “high end retailer”.I work in customer service myself and am actually appalled at the lack of basic customer service.
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