selfridges Bewertungen 

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.

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.

Bought some Louboutin Heels for a 30th birthday, the sizing was no good. Returned to the outlet at the Trafford Centre. Incorrectly informed that we could return them here (nowhere did it say on the returns label you could not do this), to then have to return by post anyway. Sent back in the original box, all original packaging by a courier they arranged. Refused to refund due to damage to the sole that had somehow miraculously appeared. Provided photos of said evidence, but never elaborated how it came to be. They were not sent back in this condition as they hadn’t even been used!

Got absolutely nowhere with customer service, in fact, the way they treat you like you are some absolute fool makes this whole process even more infuriating.
A quick look online shows this is a repeat pattern of behaviour of Selfridges, though some have had some success with small claims court, which I am considering.

I will absolutely never spend another penny in Selfridge’s and I will encourage anyone else to not do the same and to look somewhere else where you wont be treated with such contempt.

Selfridges took my order via gift cards, then couldn't find the item (which was an expensive wedding present gift for my fiancé), I only bought the gift cards via my work scheme because the site showed it had the stock. Then refunded me via e-vouchers, meaning I then became more restricted in my options (I couldn't use partial payment nor use it in-store). The customer service was extremely unhelpful, in the future, just shop directly with the brand not Selfridges, they are an embarrassment.

I was hoping I would not have to do this review. Well it’s been two days and radio silence. So here goes. Made a purchase on Wednesday for next day delivery (quick to take the money) Received an email the early hours of Thursday apologising for the delay and will be dispatched later that day. It’s now Saturday afternoon, and no item and any updates. This item was purchased for a birthday present for my daughter. Her birthday is in the next few days. What’s happening?

I ordered some bras for a wedding so that I could have one that would fit well under my dress. There were two that didn’t fit quite well so I set them aside to return and one that fit great, so I wore it to the wedding. Unfortunately after the wedding a family member had passed away and the funeral and grieving had distracted me from making a return in the 14-day window.

I emailed customer support to ask if I would get an exception due to circumstances. I received a response right away from their AI assistant that explicitly said my circumstances were exceptional, that Selfridges wanted to help, and that the team would arrange the return process.

Then I got another email asking for my name, email address, and phone number to proceed. Then I heard back from the human customer services rep and had a very unkind reply about how it’s over the 14 day window and that is the policy so they will not accept the return.

The difference in tone between the AI and the person makes me feel like I’d prefer to interact solely with their AI.

It also feels irresponsible to have such a strong difference in response. If you do not allow exceptions to your policy then train your AI bot to relay that information instead of making it sound flexible.

I had very positive feelings about Selfridges based on the interaction with the bot, and then the disappointment of the human response made me never want to shop there again.

I will not be returning to the store nor the online shop.

I'd rate it a zero if I could. Purchased $1200 heels and they turn up like a second hand item, the soles all scuffed and worn, when I tried to return for a refund they lie and say they were sent in perfect condition etc etc. Tried to call and resolve the issue still waiting and so far no luck. .DONT TAKE THE CHANCE!!

I made 5 separate orders and each one was cancelled and a pathetic apology that they can not locate the item ordered. If you don’t have the item don’t put it online or train your staff better because I know they have a quota that they have to fill a certain amount of orders a day.

This is just incompetence and this has been going on for years without even a 1% improvement. I am surprised that they are actually still business.

I really wish that the owners of selfridges could take a good look at their company and take a closer look at operations . If they did they would be shocked at the appalling service that they offer.

Absolute scammers. Sent me an empty box. When I asked them for a resolution, they keep telling me to wait 6 days, 48 hours etc whilst just stalling for time. SCAMMERS!!!!

I was sent a pair of trousers that were wrong style entirely and clearly counterfeit! Now, I know that return fraud is a thing so when I opened them and contacted Selfridges I was understanding and sympathetic of what may have been a genuine mistake (despite me paying next day delivery as I needed them for a meeting). However they (customer service) ignored emails and then their human live chat offered no apology and refused to accept any possibility of what had happened, just reiterating again and again that all Selfridges products are genuine. When I tried to say “yes I don’t imagine you are trading knowingly - but it appears somebody probably just sent a pair of counterfeit trousers back and your returns team didn’t notice” they refused to see that that was a possibility. All I wanted was assurance that if returned they wouldn’t refuse them.

Opened case with PayPal. Selfridges didn’t respond so I had to escalate.

PayPal of course ruled in my favour and I sent back tracked. Selfridges then didn’t mark as delivered even days after they had been so, again, I had to step in.

As my return went through with PayPal, the cherry on the top? An automated email from Selfridges titled “how did We do?” Seriously you couldn’t make this up!

The original product issue was bad enough but the worst part was absolutely the service - no apology, no embarrassment, no action to restore my faith as a consumer.

Excited to receive the heartfelt and not at all automatic stock response here that they give everybody to make it look like they’ll do something! God they are so embarrassing!

Myself and my father went into Selfridges at the Trafford Centre tonight. A lovely gent called Naheel served us, he was so attentive, patient and such a warming person! I can’t thank him enough for the help he gave us tonight! Be props to him and a great asset to your team!