selfridges Bewertungen 

Avoid at all costs! Customer service is non-existent. You'll regret buying anything from this store or having to deal with them.

I placed an order with Selfridges because I needed the item within a particular timeframe. The order was subsequently cancelled unexpectedly, despite the item still appearing as available on the Selfridges website.

I was issued a refund eVoucher, but when I contacted customer services to explain that a refund alone did not resolve the issue, I was simply told that there was “nothing more we can do”. I also pointed out that I had already paid delivery charges and would now have to pay again if I ordered an alternative product.

What I found particularly disappointing was the lack of ownership. I wasn’t asking for special treatment — I was asking Selfridges to acknowledge that cancelling a confirmed purchase at the last minute, while continuing to advertise the product as available, creates a poor customer experience.

The response from customer services was essentially: you have been refunded, case closed.

That may technically resolve the payment, but it does not resolve the customer experience.

For a premium retailer, I expected better communication, accountability and an attempt to find a reasonable alternative or goodwill gesture.

Very disappointing, and certainly not the level of service I would associate with Selfridges.

Theft is how I'm currently describing my experience, but I'll keep it factual and you can decide for yourself.
I placed an order for several items on selfridges website on 31 August.
They deducted the full amount from my card same day.
On 3 September I was at a funeral. When I returned home I saw I had a text from DPD saying that parcel was being returned to selfridges as I wasn't home.
I contacted selfridges immediately requesting the parcel be sent back to me. Selfridges confirmed they would of course organise this 4 August.
Over the course of the following week I chased 3 times with no further response.to my follow up emails ever received
On the the 11th I contacted selfridges (12 days after paying for all these items and not having received any).
Selfridges have advised they will now not be returning the package and they will not refund me as they haven't yet received the goods back from DPD.
DPD website advises the good were returned to selfridges on 4 August.
In my mind this is theft - what do you think?
Oh and when I demanded a refund or the goods, the customer service agent ended the chat.
It has been the worst online shopping experience.
I'm about to raise with AMEX as a fraudulent transaction.
Don't use!!!!!!!

I am genuinely appalled by the way Selfridges has handled this order.

I placed an international order for £264.16 on 5 September 2026, with an expected delivery date of 9 September. It is now 11 September and the order is STILL showing as “Ready for Dispatch.”

To be clear, this is not a parcel that was dispatched and subsequently delayed by a courier. Selfridges has apparently not even handed it to a courier yet.

I contacted Customer Services on 9 September, when the order was already supposed to be arriving. I initially received an automated AI response telling me I would be connected to a member of the team. After having to chase again, a human agent eventually responded at 22:31 on 9 September, saying the matter had been raised with the distribution centre and that I would be contacted as soon as they received a response.

Since then: nothing.

No dispatch confirmation.
No tracking number.
No revised delivery date.
No explanation.
No promised follow-up from the distribution centre.
And no meaningful resolution from Customer Services.

Meanwhile, Selfridges has been holding £264.16 of my money since 5 September for an order it has still not dispatched. This is a limited beauty advent calendar, so the delay also leaves me in the ridiculous position of having to decide whether to spend another substantial amount with another retailer while Selfridges continues to hold my money and cannot even tell me whether my order is actually secured.

What makes this worse is that Selfridges is apparently experiencing known warehouse/distribution issues. If fulfilment was already being disrupted, why was I given an expected international delivery date of 9 September when the order would not even leave the warehouse by that date?

I have given Selfridges several opportunities to resolve this privately. I contacted them before posting this review. I waited for the promised investigation. I waited for the promised follow-up. They simply have not come back to me.

At this point I expect Selfridges to:

• confirm immediately that the item I paid for is physically allocated and secured
• dispatch it urgently using the fastest available service
• refund the international delivery charge, given that the quoted delivery date has already been missed before dispatch
• provide an appropriate goodwill gesture for the repeated failures, time spent chasing, lack of communication and prolonged holding of my money

I do not want Selfridges to simply cancel the order as an easy way out. I want them to fulfil the purchase they accepted payment for and properly put this situation right.

For a retailer positioning itself at the luxury end of the market, this level of fulfilment and customer service is extraordinarily poor.

I will update this review to reflect exactly how Selfridges responds — or whether it continues not to respond.

UPDATE – 12 SEPTEMBER 2026

Selfridges’ public response below has still not resulted in a resolution.

I have now tried to get an answer through multiple separate channels:

• Email #1: followed up after the automated/AI response — no reply.
• Email #2: followed up with Customer Services after being told the distribution centre was investigating and I would be updated — no reply or promised follow-up.
• Email #3: after Selfridges publicly replied to this Trustpilot review asking me to email them and saying they would “be in touch shortly,” I emailed immediately — again, no reply.
• Live Chat: with all three email routes getting me nowhere, I had to contact Selfridges yet again myself, after 1am in Malaysia.

The Live Chat adviser acknowledged the repeated lack of response and has now urgently escalated the matter to a team manager, with a confirmed 48-hour timeframe for contact.

At this stage, this is no longer simply a delivery delay. Selfridges has held £264.16 since 5 September for an order due on 9 September, while I have had to repeatedly chase them across three unanswered email attempts plus Live Chat just to obtain an escalation.

I will update this review again to confirm whether Selfridges meets its latest 48-hour commitment.

UPDATE – 14 SEPTEMBER 2026

The order has finally been dispatched, but Selfridges’ handling of this has been appalling.

This was an international order due for delivery on 9 September.

I have still received no substantive response despite:

• three separate emails — no reply
• a promised Customer Service/distribution-centre follow-up — never received
• Selfridges publicly asking me here to email them and saying they would “be in touch shortly” — no reply
• a formal manager escalation with a confirmed 48-hour response deadline — also missed

At this point, the repeated silence, missed promises and lack of accountability are worse than the delay itself.

Should have checked here first.

Ordered a gift on Sunday for in-store click and collect today (4 working days later) and the gift didn’t arrive in store despite me leaving them ample time.

I fly to the US tomorrow so will need to find an emergency replacement gift. Very poor experience as will now need to be refunded.

I ordered a watch and a jumper, delivered 28 August. I returned the watch that same day via Royal Mail - the bracelet was far too large, and it arrived with no box, just wrapped in plastic, which is unacceptable at a price of £191.2, though it’s been reduced from original price of £239.

Selfridges' own system confirms the return was received on 31 August. It is now over 10 days later, and I have received absolutely nothing - no confirmation, no update, no refund. I have called and emailed customer service repeatedly and been met with silence and indifference every time.

This is not acceptable from a retailer of this size and reputation. This refund should not take this long, and customers should not have to chase repeatedly just to get basic communication. I have been a loyal Selfridges customer, but this experience has completely eroded my trust.

If this isn't resolved immediately, I will be escalating to my bank for a chargeback and reporting this to Trading Standards.

Until Selfridges fixes its refund process and actually trains staff to respond properly, I would strongly caution anyone against ordering online.

Would give 0 stars if possible. Absolute joke for a “high end premium shopping establishment “ Ordered a product online and paid for next day delivery at a nominated time (8am - 12pm at a cost of £10.95) 9.45am the due date of delivery and in my account it still says “awaiting dispatch” called their customers service who said “I can see it’s awaiting dispatch” I said I appreciate that however I ordered it for today between 8am and 12pm. Will it arrive during that time if it hasn’t yet been dispatched. She refunded me the delivery cost, which I appreciated, but that was never the issue. They “don’t know” when my parcel will arrive. Apparently they are having a warehouse upgrade atm. So why offer a service you cannot fulfill? Crazy this place manages to sell anything online given the amount of negative reviews

Aliaya in the shoes section provided excellent customer service today with my difficult requests. Thank you for going out of your way for me.

I now understand why Selfridges has only 1.7 star reviews.
I bought Hunza swimwear in the winter sales. Used it this summer a few times. The material is faulty and the swimsuit cannot be worn.
I asked for exchange or refund. You would have thought that this would be accepted no question. Not from Selfridges. I have been told its over 6 moths old but of course I could not use in the winter time so yes it sat in their store over summer then winter sale, they sold it to me and now its too old???
Not worth buying anything from this store. Full of faulty old items that they will not exchange or refund if they go wrong. Beware!!!!!!

I have genuinely never experienced such poor customer service from a retailer of Selfridges’ reputation.

On 28 July at approximately 4pm, I purchased a pair of jeans from Selfridges Oxford Street for £219. As they were not available in the store, it was agreed that they would be sent from the warehouse directly to my home. The £219 payment left my bank account and was paid to Selfridges on 29 July at 11:04am.

The jeans never arrived.

I contacted Selfridges on 17 August, at the earliest opportunity I had, to find out what had happened. On 23 August I received an email from Pooja advising that she was waiting for feedback from the store.

I then heard nothing until 1 September, when Nicole contacted me apologising for the delay and asking me to allow a further 48–72 hours for a response.

It is now 8 September and, rather astonishingly, I have received yet another email, this time from Mehwish, simply asking whether the store has contacted me. They have not.

I simply cannot understand why this is proving so difficult to resolve.

Either Selfridges dispatched the jeans or they did not. If they were dispatched, surely it should be straightforward to establish when they left the store or warehouse, which courier was used, obtain the tracking information and determine whether the parcel was ever delivered.

Instead, almost six weeks after Selfridges took £219 from me, I have neither the goods I purchased nor a refund, and seemingly nobody is able to tell me what actually happened to my order.

For a company of Selfridges’ size and reputation, this level of customer service is extremely disappointing. What should be a very simple investigation has been allowed to drag on for weeks, with different members of staff repeatedly contacting me without actually resolving anything.

I now want this matter resolved as a matter of urgency. If Selfridges cannot establish that the goods were delivered, I expect an immediate refund of the £219 they have held since 29 July.

If the matter remains unresolved, my next step will be to escalate the complaint formally through RetailADR and seek further advice regarding Trading Standards.

An extraordinarily poor experience from a retailer from whom I expected considerably better. To add insult to injury I've been a regular customer for many years!

They have rejected one of two returns. Same items. Bought in different sizes. Returned same day as received. They have refused to refund one item. Won’t tell me why. I’ve been chasing this for four days with no explanation

I placed an order from Paris, France, and everything went perfectly. The whole process was smooth and hassle-free, and I would like to thank the entire team for their professionalism and excellent service.
I will definitely be ordering from them again with pleasure. Highly recommended! 💫

Dreadful customer service - I purchased a hunza G expensive swimsuit less than 6 months ago - I sent them multiple photos of the colour almost non existent after light wear and following rigidly the care instructions... they said it was outside of the 6 months guarantee and after weeks of to and fro offered no replacement or refund - I send full details of the purchase and receipt date which was within the 6 months. I then contacted Hunza G who just referred me back to Selfridges - be very careful buying these swimsuits if you are concerned about dramatic colour loss and elasticity as I really thought Selfridges customer service would be better than this!

Love shopping at Selfridges online but when one needs to test products in store is the only way. I had purchased an item at Westman Atelier and asked if I could take a sample of a different shade, they didn’t have a sample pot so I said I had my own. Unfortunately for’health and safety’ I was not allowed. Hilariously , I was told if I went to Space NK I could get a sample. Not only did I do just that and got 4 samples but I spent £360 in store. Great business sense.Also, the people on Diptyque and Trudon know little about the products and availability, more interested in pushing a sale. No need to push with me but very off putting. Other department stores do service better.

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.

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