selfridges Bewertungen 

Update on previous review:

Selfridges' social media team responded to my public complaint telling me to email customer service, which I did immediately. It has now been over a week since they acknowledged my safety complaint, completely blowing past their promised 72 working-hour turnaround time with absolute silence.
Telling customers to email you on public reviews is clearly just a cheap PR tactic to look helpful online while completely ignoring hazardous product issues in private.
To recap: I bought a premium Hershesons curling wand from their ground-floor concession that completely cracked across the plastic casing after just one single use—a severe electrical and fire safety hazard. When I took it back, I was treated like dirt and sent back and forth between floors by Customer Service Assistant Deonte, Department Manager Darko, and Concession Manager Safron. They aggressively lied about UK statutory law, claimed I only have "6 months of protection" (it’s up to 6 years under the Consumer Rights Act), and tried to force me to accept an unsafe replacement, before illegally trying to pass the buck to the manufacturer.
Because of their absolute silence and total refusal to uphold consumer law, I have now escalated this severe corporate negligence directly to Trading Standards (Citizens Advice Ref: CCA-7977841).
Avoid this store if you expect basic consumer rights or respect.

Honestly I get the point that beauty products are not returnable, I bought a perfume as a gift for my wife, included the luxury gift box and added a message to it, after collecting it and going through my phone, I realised I had bought a different perfume from the one my wife wanted, but unfortunately I couldn’t change it and it was expensive, she just opened it and other than my disappointment, Selfridges made it worse by not adding the little message note I wrote, contacted customer care and they said no message came through, even when I took a screenshot of the message I wrote so I can use it for another gift

Non existent customer service.
We ordered two large bouquets of flowers from Selfridges for a specific date. One bouquet box arrived, however there was only one very small bouquet and it was totally different to those ordered and was tatty and nearly dead.
We had a 20 minute live chat only to be told customer services would be in touch within 3 days!
We sent an email - no response
We made three phone calls to customer services who said they would email us a form to complete - no email received despite asking for it on another 2 occasions.
In total over 2 hours was spent with customer services for nothing!
This once iconic brand now takes people for idiots and have non existent service levels.
We had to resort to contacting the credit card supplier who reimbursed us.

Stole £170 off me for some On shoes.

Sent them back, they even confirmed receiving them.

Contact about refund - sorry 30 days has passed so we can’t refund, yet you have my shoes? You taking the piss or what

Poor online shopping experience -- website doesn't work, payments fail for no specific reason. After reaching out to customer service for help, they don't know and don't provide any solutions to ordering. I gave one more star for decent past previous experiences of handling returns, but ultimately they don't help with future orders.

I paid for the Selfridges service for free shipping for a year which is going to waste at this point and not delivering as promised service since Selfridges is refusing to place the order for unknown reasons.

Ordered stuff on 21.06 selecting 28.06 for collection date to give them enough time to make it ready and dispatch. On 28.06 they cancelled one item from list, so that means they started collecting my order the day I asked for collection. Then I received a message saying “There will be a day delay”(they say it like it’s a completely normal practice for them). The next day silence, no email from them. So I called the customer service, they said we don’t know, distribution team can be contacted only tomorrow.

Selfridges don’t give a shit about any of customer’s desires, poor app quality, poor communication and no normal delivery service

Waiting on order for 5 days and still has not left their warehouse. 227232028
no email updates to advise on any general delays.
Jumped on to their terrible live chat this morning to check in. the automation was terrible and I ended up spending a load of time for it to tell me to wait a further 24 hours for an update.

So called customer service. Again, not helpful, no empathy, no care. Just "we're having warehouse delays"

this is a birthday present to make things worse.

I paid for Selfridges+ for benefits with delivery and am seeing no benefits whatsovever.
This is appalling.

Dear Matthew,

I am disappointed by your request for “more details” when I have already provided a full account of the incident.

I initially contacted Selfridges directly and received an acknowledgement confirming that I would receive a response within 72 hours. Despite this, I received no reply whatsoever. It was only after I left a Trustpilot review that I received your response.

I have already explained exactly what happened, including the fact that two members of staff at your Birmingham store made me feel as though I had done something wrong simply because I no longer had my receipt, despite remaining polite throughout. Their attitude left me feeling embarrassed, humiliated and, frankly, disgusted. As a result, I have not returned to your store since.

I also provided the name of Isabella Evans, who listened to my concerns and told me she would pass the matter to her manager. Unfortunately, despite this assurance, I received no acknowledgement or follow-up.

At this stage, I am unclear what further information you require. You already have the details of the incident, the store location, the circumstances, and the name of the staff member I spoke with afterwards.

Rather than asking me to repeat information I have already supplied, I would appreciate it if someone could now investigate my complaint properly and provide a meaningful response.

I was intending to contact your General Manager, Sam Watts, to discuss both the way I was treated in store and the subsequent handling of my complaint. However, I wanted to give Selfridges the opportunity to resolve this matter before taking that step.

I look forward to receiving your substantive response.

I purchased a pair of sandals from Selfridges and took them on holiday to Italy, only to discover that the security tag had not been removed at the time of purchase. Upon returning to the Birmingham store, I simply asked for the tag to be removed.

When I explained that I no longer had the receipt, the attitude and tone of the first staff member changed noticeably. I explained that I am a regular customer and that my details and purchase history would show that I frequently shop at Selfridges, but this was ignored. The staff member then asked someone else to deal with me, which left me feeling embarrassed and as though I had done something wrong, despite remaining polite throughout.

Unfortunately, the second member of staff displayed a similar attitude. It was only when I mentioned Isabella Evans, whom I subsequently contacted, that I felt my explanation was believed. Isabella kindly informed me that she would pass the matter on to her manager, but I have received no feedback or acknowledgement since.

This experience left me feeling humiliated and uncomfortable, and I have not set foot in the store since. I have always enjoyed shopping at Selfridges and have previously received excellent service from your staff, which makes this incident all the more upsetting.

I cannot help but question whether I was judged because I had just finished work and did not look my best, or whether the colour of my skin played a part in the way I was treated. I sincerely hope this was not the case, but the experience left me feeling discriminated against and unwelcome.

I would appreciate a full investigation into this matter and a response explaining what action has been taken. As a loyal customer, I believe I deserve to be treated with dignity and respect.

Customer services said they would get investigate the matter and feedback in 72 hours (3) days. I’m still waiting to hear from them. It’s been 216 hours (9) days.

Absolutely appalling.

I’m a vvsp and for the second year I’ve not received my birthday gift. Loyalty scheme not worth the bother Sue Stansfield glossop

I went to Selfridges to buy a camera and was helped by a lovely staff member named Adu. When the model she brought out wasn't quite right, she asked a male colleague to check stock on the correct one — and the way he spoke to her was honestly shocking to witness as a customer.

He was aggressive and condescending, speaking to her like she was a child being told off. I could see the shock on her face, but she didn't say a word back — she just went and got the right item. When I asked if she was okay afterwards, she told me this happens "all the time" with this particular colleague, and that she's "learnt to cope with it." While she was ringing up my purchase, he kept coming back and hovering over her shoulder, which felt like outright intimidation in front of a customer.

When I asked why she hasn't reported him, she said she didn't want any trouble — which honestly says a lot about how safe she must feel doing so.

I don't know his name, but I almost walked out without buying anything because I didn't want to give money to a store that lets this kind of behaviour go on. Selfridges needs to look into this — no one should have to work in a toxic environment like that, and it shouldn't take a customer noticing for something to be done.

I would have given zero star if that was an option!

I ordered a gift for my friend - Selfridges hamper for next day delivery on the 22nd of June! No updates received till date from Selfridges. I have been calling their customer services everyday and they are extremely unhelpful! I have been asking for a refund and Like a broken record they keep saying they have not heard from their supplier. I have a contract with Selfridges and not their Suppliers. This is a scam and not expected from Selfridges. The standard has gone totally down hill. No one should order from Selfridges.

Hi Ryan,

Given my recent experience and the sea of other reviews here highlighting an entirely unresponsive customer service team, I don't have much faith in reaching out through your standard channels.

How about your team contacts me directly instead? My order number for this sudden, failed order is 226886729.

To make matters worse, right after my last Trustpilot review, your colleague Andrei replied to my email simply stating that a full refund was issued—still offering zero explanation as to why. It really doesn’t feel like your team wants to actually address my questions.

Furthermore, your "full refund" doesn't cover the DCC fee. Because your "updating system" allowed me to pay for an item that was apparently out of stock, I am now out of pocket for foreign transaction fees with absolutely no order to show for it.

Please ensure your team actually replies to my recent complaint email and addresses this entire situation, including the bank fees.

Many thanks,
Erica

I am extremely disappointed with the service and lack of transparency regarding my recent order.
While I am aware that the company is currently undergoing a system update, the complete lack of meaningful communication is unacceptable. My order had an estimated delivery date of 9 June. It has now been over two weeks past that date, and I still have no clear update on where my items actually are—leaving me to wonder if the package is simply delayed or completely lost.

I ordered two Jellycats from Selfridges and paid £10 for next-day delivery so they would arrive in time for a birthday today. When my parcel arrived, there was only one Jellycat inside, despite my order confirmation clearly showing that two were purchased.

I am now unable to give my order as gifts as planned.

I’ve already emailed customer services because I need this resolved ASAP but surprise surprise no response. I am requesting a refund. YOUR AUTOMATED RESPONSE TO TRUSTPILOT REVIEWS IS NOT HELPFUL. I HAVE EMAILED ON THE EMAIL PROVIDED AND STILL NO RESPONSE!!!!!

Awful experience – avoid at all costs.
I received a damaged Jo Malone diffuser, with the fragrance oil completely missing. Since reporting the issue, communication has been extremely poor. I was repeatedly fobbed off and told they needed to investigate with the courier, despite the fact that my contract is with the retailer, not the delivery company.
To make matters worse, I paid £10 for next-day delivery and have not even been offered a refund for this service. I was initially told I would receive an update within six days, yet after 11 days of chasing and multiple unanswered emails, I had still heard nothing.
I have been a loyal customer for years and regularly shop at Selfridges for shoes, handbags, and homeware. However, this experience has completely changed my opinion of the company. The lack of customer service, accountability, and urgency in resolving a straightforward issue is incredibly disappointing.
What is most frustrating is the apparent lack of concern for customer feedback or satisfaction. I would have expected far better from a retailer with Selfridges' reputation.
Sadly, I won't be shopping with them again. In my experience, Harrods provides a far superior level of customer service and actually takes ownership of customer issues.

Purchased a diamond tennis bracelet from Monica Vinader at Selfridges while visiting from the US in May. The representative told me the diamonds on the bracelet were about .11 carats each, making the bracelet between 3-4 carats total. I did not find out until I got back home to the US that the actual total carat weight was .25 carats and it was set into an illusion setting (not pointed out by the representative at the store).

Of course I returned the item via postal service. Before returning, I tried to contact selfridges through phone and email several times. Responses specifically between email (which was our primary communication due to time difference) were very few and far between, and I had to return the item before many questions were answered to meet their 14 day maximum.

Postage costed me $280 and selfridges refused to discuss any amount of reimbursement because it was “not discussed prior to mailing it”. I would’ve loved to discuss it with them had they been responsive, and I expected more considering I’m out almost $300 because they sold me an item I would’ve never purchased had Monica Vinader been honest about the details of the bracelet.

Ho fatto il reso di un ordine dopo due giorni che lo ho ricevuto, è passato più di un mese da quando lo hanno ricevuto e ancora non ho ricevuto nessun rimborso e il servizio clienti non mi dà aggiornamenti.

Went into Selfridge's after visiting Disney store to find many of the same products in Selfridge's Disney store section are over priced.
One top was £14 over priced and I could see it had a price over the top of the original price which I peeled up to check and sure as......had been overpriced £66 original and In Disney store...... £80 in Selfridge's Disney section......staff were very embarrassed we hen this was pointed out.....beware Disney fans shopping in Selfridge's!!!!

Awful experience at Selfridges Manchester. I attempted to return a Victoria Beckham Beauty brush the day after buying it after using it once because the bristles were harsh, scratchy and uncomfortable on my face. Even the Victoria Beckham Beauty staff on the shop floor admitted the bristles felt hard, yet manager Joel still refused to deal with it properly and hid behind “hygiene” reasons instead of addressing the actual quality issue.

He was rude, condescending and dismissive throughout and spoke to me with zero respect. For a store that likes to present itself as premium, the customer service was shocking. Last time I’ll spend even a penny here. I’d rather shop at Boots, Sephora or Space NK than deal with this again. No wonder half the store is now on sale.

My friend and I were served by Kolii on the Pat McGrath Labs counter. He was so kind, friendly, a dream with makeup and knew exactly what shades we needed. My concealer was flawless and he showed us the different techniques to get a seamless blend. I already have the concealer and ended up purchasing the Skin Fetish: Sublime Perfection Blurring Under-Eye Powder, it’s amazing! Thank you Kolii! <3