selfridges Bewertungen 3.763

Placed an order 11 days ago and i still haven’t recieved the order or had any info on when it will be delivered. Estimated latest delivery was 4 days ago. One item got cancelled a week after the order was placed and i recieved a credit for £10 less than i should have recieved which was rectified after a few days of contacting them. Would not use again.

I have ordered an item from Selfridges. It was being delivered by DPD. The item is now physically in the shop for collection (I’ve seen it/ been shown it). However, I cannot collect it due to having no code. I have been in contact with Selfridges and was told I would be sent a code later that day, I was never sent one. I have tried again without success to contact customer services but have not received a reply. Will not be using again. The parcel still remains in the shop that I use daily.

Paid for nominated day delivery, and they didn’t dispatch it until after that day had passed. Tried to resolve this with customer service, and they refused to assist due to it being addressed to someone else’s name (as a gift). Advised I would need to change the order details, but were then unable to tell me how. Awful experience all round, still haven’t received the parcel, will never buy from Selfridges online again and would advise you don’t bother either.

I ordered an item for delivery and the site claimed it would arrive by 13th. Once paid, the receipt stated it will now be sent by 20th. I pay an annual fee for delivery so usually choose the day and time. However, it was not until I paid for it that this information became availableon my receipt. If there are delays regarding stock or deliveries, it should be on the site whilst the order is being placed. It's a present, so is time bound. Very poor show, Selfridges, very poor.

Have delivery included subscription but due to warehouse issues Selfridges not currently offering next day delivery - over promising yet gets worse.
2 orders this week failed to despatch at all for specified (not next day) delivery.
Customer service agents very friendly but can’t do anything as have to log a ticket with IT for maybe 3 day reply.
Suggested cancel and re order.
Cancelled and re ordered but again not despatched.
What is going on at Selfridges no one interested in IT or non despatched orders.
They should close their website for orders until this chaos is resolved how can they expect customers to wait in for a delivery never to get the DPD notification as they couldn’t be bothered to even advise the orders weren’t even picked and worse according to customer service prob never will be!

Luxury store? No, not these days. Purchased something online over a week ago and paid extra for it to arrive today. It is a gift for my nieces 18th Birthday which is tomorrow and have now been advised that there is a delay and that the items are unlikely to arrive in time. They are not even able to verify with the delivery company.

This has happened to me before around Christmas time. I won’t be ordering from them again

I am not surprised by all the negative reviews either. This is a brand in decline.

I placed an order with Selfridges on 30/03 (Order number: 226052577) with collection scheduled for the very next day. It is now 10/04, and I am still waiting — with no order, no meaningful update, and no accountability whatsoever.

I have contacted customer service four separate times. Each time, I was given the same empty promise: that someone would be in touch within 24–48 hours. Not once has this happened. Not once. The complete lack of follow-through is unacceptable and frankly insulting.
What makes this worse is the total absence of ownership. I have been left to chase repeatedly, only to be fobbed off with scripted responses and no actual resolution. There has been no proactive communication, no apology that feels genuine, and no indication that anyone is actually taking responsibility for fixing the issue.

For a company that positions itself as a premium retailer, this level of service is shockingly poor. This experience has been nothing short of frustrating, time-wasting, and deeply disappointing. I expected far better from Selfridges, and instead I have been treated with indifference.

I will seriously reconsider ordering from Selfridges again, and I would caution others to think twice based on this experience.

I cannot believe after so many negative reviews, Selfridges still haven't attempted to make their customer service experience any better! I wish I could attach screenshots of my experience with them today. Their AI bots tone of voice, was so much more helpful and understanding. As soon as I was connected to a real advisor, it's like they didn't want to speak to me at all. Makes you feel so awkward even though you know, you haven't done anything wrong!

Unfortunately I ordered a Dehanche belt and it wasn't fulfilled, apparently due to not passing quality checks. I proactively reached out to customer service as I can see the belt is still in stock and there are so many available so simply wanted to know
1) why I didn't just receive another belt.
2) would there be an issue again if I ordered the belt.

The advisor was so rude and unhelpful. First they told me it's cancelled and stock online isn't always updated in real time. I expressed my disappointment as I could add at least 5 belts to my cart to which they said, order it again if you want. WOW. I'm in actual shock. Only after I probed politely to say, I just want reassurance if I order it again, there won't be any issues, the advisor said I've escalated this. The end. Nothing else on when I can expect to hear back and what they will review. The advisor then left the chat.

Possibly the worst customer service in the high street. Went in store to return a £300 unwanted item, mentioned off-handedly that it was a gift, and they issued a gift card without asking (I had the purchase card in my hand and I could have come back another day). Complained and they said I had to prove that they didn’t ask for permission. Maybe next time I get our my phone to record the transaction just to be sure

Customer experience 1 star

I ordered an ice wine online and arranged to collect it in-store on a specific date because I was only in Central London briefly. When I got home and opened it (before gifting it to a friend), I realised the security tag was still attached. Completely unacceptable for a store that calls itself “luxury”.

Customer service offered me only two options:
- Return it in-store, or
- Return it via the post office.

Neither option was convenient, but I still used my Easter bank holiday to sort it out. When I arrived at the post office, I was told I had to provide my own box to return it — meaning I had to take on the risk and extra cost for their mistake.

Now Selfridges is holding my money, I have no product, and I’m stuck chasing a refund for an error they caused.

This is not luxury. It’s ridiculous!!!!!

Luxury store? Joke! I ordered two dresses from here, tried them both on and they didn't fit, tried on and returned the same day of delivery with all of the security tags still in-tact.

Then, was refunded for just one dress!? Spoke to Customer Service who tried to explain the other dress was pending approval as it didn't pass the quality check - what Bulls**t! Both dresses were with their tags on, and tried on when I was wearing not a speck of makeup or perfume, and I do not wear fake tan. They kept this refund in "limbo" for 3 weeks, so no returned dress, no money back, nothing.
I am meticulous with all of my items, alongside with my returns too. I had to open up a dispute with my credit card company, and only then did they panic and refund me.
Disgusting! Will NEVER order from here again.

I had a very disappointing experience at Selfridges during a recent visit around 5pm to the Prada pop-up.

I was there to celebrate my sister’s birthday. She is autistic and deaf, and had been really looking forward to visiting Prada to choose a bag—something she had saved and saved for over time. Unfortunately, the experience was completely overshadowed by the behaviour of one of the sales associates.

When a colleague asked her to assist us, she was on her phone and appeared visibly annoyed at being interrupted. Instead of helping, she dismissively gestured in the direction of the pop-up. She even made a face at her colleague in front of us, clearly irritated at being asked to do her job. When I addressed it, she said she was “sorting out her ticket,” which is not appropriate while ignoring customers.

Her attitude made us feel like a complete inconvenience, which was especially upsetting given my sister’s additional needs and the significance of the visit.

Although another staff member later stepped in and tried to help, the damage had already been done—my sister no longer felt comfortable, and we chose not to purchase from Prada.

To make matters worse, there was no manager available when I asked to raise the issue.

This level of service is unacceptable for a store of this reputation. We left and spent our money elsewhere, where we were treated with basic respect. Sadly, we will not be returning.

Outstanding customer service from the team at Prada, including the personal shopping team.

I would highly recommend a visit to Selfridges.

Shout out to Dean and Mekel!

Less than helpful from the Customer “Care” team. Wish i’d have looked at Trust Pilot before order but you would’ve thought with a ‘reputable’ company, you wouldn’t need to! Would never buy from them again, nor recommend them.

Purchased a pair of very expensive shoes for a wedding. The return too almost 2 months and customer service were useless. Do not buy from them.

Was served by a wonderful young man at the Hourglass make up
Counter. Geo was incredibly helpful his customer service is second to none. He had so much knowledge about the brand. I was looking for particular products to address some concerns . Geo gave me a demonstration before I even bought anything his work of art paid off . Above all Geo is a lovely, caring and most patient young man. I am totally sold to the hourglass range . He truly is a credit to selfridges in London if only the staff on the byredo perfume counter were more like him thank you for boosting my confidence Geo and making my visit to selfridges by far the best ever and I do visit London selfridges every weekend. Geo I will be back next weekend for some more products and to see your beautiful smiling and most welcoming face keep doing what you do me and my friends adore you thank you so much once again

Appalling ecommerce set up. Doesn't work on a phone and incredibly clunky on a laptop - if you pay by PayPal you lose the opportunity to add non-billing delivery address or any extras. Customer service entirely apathetic and uninterested in helping me recreate the order manually. Not worth a normal price, let alone their brand-inflated nonsense prices.

I placed an online order with Selfridges for delivery to South Korea in November 2025.
The order contained 9 items. Of those, 7 items were ultimately not fulfilled by Selfridges. For 5 of them, I received cancellation emails stating: “We are sorry to tell you that the below item from your order has been cancelled. Unfortunately, when we went to dispatch the item to you, it didn't pass our quality checks.” I only actually received 2 items. One of the 2 items I did receive was a MAC eyebrow gel with batch code A82, which indicates a 2022 production date. The formula was so dry and unusable that it also had to be refunded. This meant that I effectively paid KRW 42,500 (£25) in shipping just to receive one item.
As a result, 8 items were supposed to be refunded in total. However, I only received 6 refund transactions. Two refunds, worth around £77 in total, are still missing.
What makes this especially frustrating is that Selfridges’ own transaction report only shows 6 refunds, and my bank’s overseas transaction record shows the same: one original purchase from Selfridges and only 6 refund transactions. In other words, there is no sign in my bank record of the “pending” refunds that Selfridges claimed were still with my payment provider, and no record at all of the remaining 2 refunds.
I contacted customer service multiple times from December through to 31 January. I explained the discrepancy clearly and pointed out that their own records did not match what they were claiming. Instead of properly investigating, I kept receiving repeated replies stating that all refunds had been processed and telling me to wait or contact my payment provider.
Other than the file showing 6 refunds, they could not provide any valid evidence for the remaining 2 refunds. On 3 February, they gave me an AUTH code and told me to ask my payment provider about it. However, the AUTH code 310515 was already shown in Selfridges’ own file on the original purchase transaction. It was not a refund reference for the 2 missing refunds. This was not a meaningful response: giving me a code from the original purchase transaction and presenting it as if it were helpful for the missing refunds, then telling me to take it to my payment provider. Being a foreign customer does not mean lacking basic understanding! I no longer knew what else to say to them.
This has taken a huge amount of time and energy over a very simple refund issue. I still have not received the 2 missing refunds. I also never received proper refund notification emails for those 2 items, and their order status still showed as “in progress”.
In fact, this order did not necessarily have to be placed with Selfridges. The reason I chose Selfridges again was that, during a previous purchase, I had already experienced a quality issue with one of their products. At that time, I bought several palettes of the same product from the same brand in different shades, and only one of them was missing the protective film on the mirror. I had to go through a great deal of effort and communicate through multiple channels before any after-sales action was taken. Even then, their attitude was ambiguous, as if it were not really a serious problem. They initially only offered £10 in compensation, even though the price at that time in 2024 was KRW 87,542.09 (around £51–£52). Only after I insisted did they finally issue a refund. They did not arrange for the product to be returned. One reason may have been that they would have had to bear the international return shipping cost, and they also mentioned hygiene concerns. But if the product was not normal to begin with, why was the customer first expected to accept only £10? Would the customer not also have hygiene concerns? They never clearly explained what had caused the problem with the item. I am not saying it was necessarily second-hand, but they never clarified what had gone wrong or properly acknowledged where the issue may have arisen. The issue may have been resolved in the end, but it still left me feeling as though I was the one causing trouble or trying to take advantage of them, simply because I was not willing to accept a £10 compensation offer as if the item could still reasonably be kept and used. That discomfort stayed with me for a long time. That is why I placed another order with Selfridges, mainly for that item. The price had increased somewhat to KRW 92,000 (around £54). I also wanted to prove that I am an honest customer. I even sent customer service photos showing that the product had not been used and had been discarded.
I never expected to run into after-sales problems again with this order. The way this company handles problems honestly does not reflect the standards I would expect from a company of this size. No matter what, I still need to share my experience.

Paid £10 for next day delivery and is being delivered 7 days later. Anna from the complaints department is so sorry apparently, so sorry that she has sent me the small print, explaining that I should not expect next day delivery even though it is paid for! She has declined to refund next day delivery. I think Jelly cat should be aware how you treat customers and take your rights to sell them away too!