selfridges Bewertungen 

Extremely disappointed with their customer service - initial order several weeks ago was delivered after a huge delay and when I called to enquire, was informed of a technical issue due to the overwhelming demand of this product. Recent 2 orders earlier this week were both cancelled in 36hours and again was told there was a technical issue with their IT, when my both my orders were accepted and payment taken followed by disappointing email that both orders were cancelled. After calling customer service this afternoon all I was told was that they have informed their IT Dept, are 'sorry' for my disappointment and nothing can be done! Totally unacceptable customer service from such a 'well known' store !!

BEWARE - Bait and Switch scam

I purchased some viture luma Ultra glasses that are clearly stated as the Ultra model in the description, specification and 'Whats in the box' parts on the website but received a lower model.

I complained but all they offer is a refund (which will take 14 days after they receive the glasses back despite it only taking a day to take the money from me).

They claim it requires 'Head Office approval' to send the correct glasses and when I asked them to get this they refused and would not give me any details of how I could contact the mythical head office department.

I also paid for the Selfridges+ delivery as it said next day delivery but this was not an option on checkout, only named delivery. Even then they did not meet that date and delivery was delayed.

Despite the above they are still scamming people as the webpage for the glasses is still the same.

Bought an Anniversary present for my wife a Cartier Love Bracelet end of August 2025. Arrived next day all good and presented to my wife, who wanted this couple of years ago. She doesn’t like it now and called Selfridges for a returns 12 days later. Returned via DPD as it was delivered with everything in the box perfect condition and my biggest mistake was I didn’t take a picture of it.
Two weeks went by and I didn’t get my refund or any emails for the returned product. I called Selfridges customer service and they said they will escalate and I should hear soon.

Much to my surprise they did email to say the bracelet had dents scratches and cannot be accepted for returns. I do not make those damages and asked for the pictures over email and phone which the did not provide.

Eight months later the still have the bracelet in their possession and not helpful at all. They damaged the bracelet either by their courier DPD or their staff at Selfridges returns. The customer service is appalling and not helpful at all. Their management are useless in this occasion.

I checked online and this scenario has happened many times with Selfridges to my shock and even a number of times with Cartier products.

Cartier if you read this the are ruining your reputation and should take your concession off Selfridges and terminate the contract.

I cannot believe how they have conducted themselves, customer service is not existent.

I honestly did not damage this bracelet and it’s quite a large amount we are in dispute with.

This anniversary present has got some real bad memories and do not want this anymore!

Purchased a rather expensive advent calendar (Selfridges own brand) in the store in Oxford Street. There was a gift missing for one of days which would have been a perfume to the value of £68. I called Selfridges and all they would offer was a voucher foe £25 which I had to follow up twice for. Finally received the voucher 5 months later. Went in store to use it and they said I couldn’t as it was an e voucher. And they wouldn’t change it to a gift card but asked me to go to the 4th floor to customer services to change it to a gift card. DO NOT BUY FROM HERE. And certainly don’t purchase a Selfridges advent calendar!

Selfridges displayed lower tax-deducted prices before payment for my Hong Kong delivery orders, but after checkout the final order confirmations and PayPal charges were higher.

I provided clear evidence for three orders, including screenshots of the Selfridges bag / checkout prices, final order confirmations, PayPal charges, and Selfridges’ own VAT policy stating that UK VAT will be deducted where applicable for international delivery.

Selfridges refunded one order for the same type of pricing/VAT discrepancy, but denied the same issue on the other two orders without providing any calculation or explanation.

Customer service repeatedly replied that I was “not overcharged” and that “all totals are correct”, but they never explained why the prices shown before payment were lower than the final amounts charged.

I also paid for Selfridges+ Global membership because I relied on their international delivery/VAT policy, but now I cannot trust the checkout amount shown before payment. This has been extremely disappointing and misleading.

Update: Hi Matthew,

I have already contacted Selfridges Customer Service many times about this issue and provided detailed evidence, including three PDF files, screenshots of the checkout prices, final order confirmations, PayPal charges, and Selfridges’ own VAT policy.

The problem is that Selfridges keeps replying that I was “not overcharged” and that “all totals are correct”, but no one has provided any calculation or explanation for why the prices shown before payment were lower than the final amounts charged.

Selfridges refunded one order for the same type of pricing/VAT discrepancy, but denied the same issue on the other two orders without explaining why.

If you genuinely want to discuss this, please escalate it to a senior manager or your complaints team. I do not need another generic reply asking me to contact the same customer service channel again.

Ordered twice from Selfridges and both times the order delivery messed up with no tracking sent or any update on the order. For this reason and the money spent on delivery I would avoid at all costs.

Today I had a conversation with Janice from Customer service about VAT invoices, we ended the conversation with me asking her to explore the problem further but not holding out much hope for a solution...cut to 30 mins later an Janice calls me back to tell me she's solved my problem, she went above and beyond....thank you Janice!! Karen

Ordered a personalised champagne in a box on 11th may system let me pick 14th as a collection date and 1100 as a time slot
Time passed with no item ready message so I called to be told I can only collect after 1300 as item only arrived at store between 1200 and 1300 even though my time slot was 1100
I then got an email saying I can collect at 1200 on collection day even though system lets you pick earlier times once I get my item ready message
Got message over 24 hours late saying item ready so after work I had to travel to Manchester and back at rush hour making me late for a surprise 21st party the item was for
Whilst collecting item I was informed they personalised them in store so why not just make me one on collection day as system said on route to store or better still when ordered on line get most local store to do it as my item actually travelled from London to Manchester and took 4 days

Epic fail

Update just had an email from customer service saying the click and collect time slots are new making out teething troubles blah blah this is all lies as I ordered same item in December for my sister and I booked a time slot so system has been used for at least 5 months that time they sent to wrong store and said I can collect from their if I wanted they ended making another in store and I collected that and was reimbursed as well
So they fail to keep there schedule and then tell lies to make excuses for it, mistakes happen it’s how you fix the mistakes that sets you apart

Customers would rather hear the truth even it’s not what they wanted to hear than to be lied to

Shame on you

aftersales service is terrible, makes you jump through hoops to prove that the coat we purchased was faulty and still wouldn't accept a return (this is all within the year) saying they only cover for 6 months,

Appalling service. Ordered flowers and chocolates for a 75th birthday. The chocolates arrived but the flowers did not, despite paying £9.95 for specified delivery day. Trying to chase them online is a nightmare, too.
Had I seen their rating I would have shopped elsewhere.

Great shopping experience with excellent service!
Nathan from Loake was incredibly friendly, efficient and helpful in making my choice. Haidar from Boss was extremely knowledgeable helpful and insightful with his advice.
They both deserve a raise or promotion!

Placed an order 09/05 paid £9.95 for nominated next day delivery for 10/05. I didn’t receive any updates or receive my order on 10/05, so went on the chat to check the progress on 11/05. After going through the process of trying to speak to a human in the chat rather than the bot, I was connected to a rep who advised that they were having problems with delivery at the moment and that it may take a few days, but was quite vague with any timings. I asked if I would be refunded for my delivery charge, as the higher price that I paid for next day was not honoured, I was told in an abrupt way that they wouldn’t refund until the order was delivered, so I would have to go back through the process at that stage. The order hadn’t even been processed! I suggested that it was misleading to charge for a speedier delivery when they knew that they couldn’t honour this, had I known this I would of course just opted for standard delivery and saved a few quid. This part was not responded to or the part where I asked for definite time frame for delivery, I was just patronised about how taking payment works in a bank account, which I am already fully aware of, although I did actually pay with PayPal. I was typing a response and the chat was abruptly closed by the consultant for inactivity, even though I was still typing and it had been about 30 seconds, considering how long their responses took I thought that this was quite rude and really unhelpful! Needless to say, I have now cancelled the order through my online account and ordered elsewhere with free delivery. This experience has definitely put me off of ordering from here!

I visited the information desk（ground floor） on the evening of May 9th, and the experience was extremely disappointing.

The staff member with short red hair was very impatient when responding to my question. She did not even let me finish speaking before giving a rushed answer, and then immediately moved away to assist the next customer, leaving me standing there unsure of what to do.

My question was not properly addressed, and the interaction lacked even the most basic level of politeness and professionalism.

My expectations are not high — I simply expect staff to do their job and treat customers with basic respect.

I hope this issue is taken seriously and that staff at the information desk can provide a more attentive and professional service in the future.

Made 2 orders this week - first one wasn't delivered by DPD - they collected it from Selfridges then returned it straight to sender for some reason. Second didn't arrive on the expected date and customer service have no clue when it might even leave the warehouse. Very unprofessional, very poor experiences, waste of time

I would give zero stars if possible. I ordered a bouquet of Hydrangeas that were delivered two days ago. The delivery box was saturated with water as the flower packaging had burst. Some of the pink blooms were brown and dying. I contacted customer services and provided photos and was informed that they were naturally that colour. This is untrue. I showed a local florist who confirmed that the flowers were indeed of poor quality and dying. Selfridges could not have cared less. I will never order from them again and would absolutely not recommend them to anyone. My bouquet was a total waste of money.

I have not received my order on paid timed next day delivery. When I contacted the customer service I was said that they are upgrading the warehouse and hence some services might be limited and some take longer. There is no info for customer while ordering, more of that there is an option to chose still next day delivery even this service is no active. On top I received confirmation email my delivery will be next day. Custom service can't give any time frame for the order delivery which is simply ridiculous. This brand treating they customers as a joke. I was ordering product from them regularly on repeat almost every month but will definitely find new provider now.

Ordered online, good service overall, slower than expected delivery but great product when arrived , also shop instore.

Horrendous customer service. My order was meant to be with me by 25th April, on 30th April I contacted customer services asking where it was, I was told I was not entitled to my delivery fee refund, and that they couldn't tell me when the item would be dispatched. Since then I have had no update, no delivery, they have £150 of my money, and are ignoring my emails. I am going to have to raise a credit card dispute in order to get my money back, which is not acceptable for a company of their stature.

I was told they are having a delivery system upgrade which was the reason for the delay, but they continue to advertise the 3-5 day delivery, and did not notify me at all of the delays which is entirely unacceptable. I have emailed, gone on the chat service, and resorted to emailing the CEO out of desperation to sort this. It is totally shocking I am having to resort to these measures for such a simple resolve.

An absolutely dreadful shopping experience: customer service spouted nothing but lies, and the delivery charges were exorbitant! They charged the customer for five pounds’ worth of postage and promised delivery by 1 May? By 6 May, they still couldn’t even provide a tracking number; four enquiries were met with nothing but buck-passing, and in the end, the parcel simply went missing—and they refuse to cancel the order and refunded! I wouldn’t advise anyone to try buying anything expensive from here.

I am writing this as a warning to anyone who shops at Selfridges. I recently went to purchase a penhaligons perfume as a gift for my mother. I specifically pointed to and stated the name of the perfume I wanted. The sales assistant took over 15 minutes to go and find the perfume and when she returned she popped it straight into a bag. I did double check she had bought back the correct fragrance even mentioned the name again and she confirmed it was the one I wanted. However when I got home I discovered to my shock and horror that she had given me the wrong perfume and to make it worse it was a men's fragrance! When I contacted the customer services to try and get resolution, after 8 weeks of back and forth as they took forever to respond to some of my emails their conclusion was that they had done the relevant investigations and they were happy to close the case and there was nothing they could do. The staff member had said she gave me the correct perfume when clearly she did not. They have decided no wrong was done on their part and now I am out of pocket for £245 with a men's fragrance that I had intended to gift to my mother. It's seems Selfridges do not value their customers just the money. The service I received from the customer services team Is by far the worst experience I've had with a retail store they just repeated the same scripted response showing no empathy and remorse for what had happened and I will no longer be shopping at Selfridges as I have lost all confidence in them. I have been a loyal customer for many years and it's all good until something goes wrong and that's when you will get burnt by selfridges as I did!! If you can avoid them and shop elsewhere