selfridges Bewertungen 

Shocking, ordered something worth £50 and it didn’t arrive on expected delivery date, got in contact and was told it was delivered. This was lie, I confronted them and they said it was DPDs issue and I was to contact them, but I hasn’t even had an email form any courier. When they realised I’d caught them out they said it was an issue with the product and I’d be refunded, still haven’t been refunded and the customer service keep leaving the chat when I ask why. Scam

I am incredibly frustrated with Selfridges. I placed an order when the website showed one item in stock, only to receive a cancellation email at 9:42 this morning claiming it was unavailable. Unbelievably, the online stock level has since risen to four items as of 16:30 the same day.
​When I contacted live chat, I was told their warehouse team fluctuates stock levels without updating the website. For a multi-million pound company, the lack of an accurate, real-time inventory system is unacceptable.
​The customer service experience was even worse:
​First Chat: The agent refused to provide a lead time for restocks. When I pressed for an answer, they asked if I had "any other issues," ignored my question, and abruptly ended the chat.
​Second Chat: When I finally got back through, I was connected to the exact same operator. She sent her automated greeting, realized it was me, and promptly shut down the chat again without saying a word.
I will be putting a complaint in about the member of staff involved.
​This is an absolute joke of an experience for a luxury brand. Pathetic!

No wonder the average review rate is 1.8 only. This is the worst company EVER. Not only the do not provide the service that would represent the high -end products they're selling, they are also violating any right that customers have for returns.

I ordered a bag worth over £1000, requested a return and had to wait twice at home just for their delivery company to NEVER SHOW UP!

I spoke to 3 customer service representatives who have been completely useless. I requested to do a return via post office so I can just get my money back already and they refused saying this item is too expensive for it.

They are actually the worst company I have ever shopped and, surely for high-end products.

Now I am actually on the line held hostage by another customer service rep who just put me on hold while pretending to be useful.

This is just an absolute joke.

I wish I had looked at this site before ordering. I purchased some expensive shoes for my upcoming wedding happening later this summer. Upon trying them on in my home, I immediately realized they did not fit and were too tall. I submitted my return request the next day.

I sent the shoes back quickly with their courier (DHL) all within their 14-day policy and in accordance with the Consumer Rights Act.

They are now refusing my refund claiming there is damage. It is IMPOSSIBLE that I caused any damage. I wore the shoes for about a minute in my home and had them in my possession for about a day total.

I was so precious with these shoes as I was intending them for a very special day (MY WEDDING). I treated this purchase with great respect and Selfridges is blatantly lying to scam me out of money - something clearly a trend based on this website.

This issue is not yet resolved. I am out shoes for my wedding and have contacted AMEX to dispute this. I am so heart broken over this and will never step foot in Selfridges again.

Ordered a dress for a graduation, took £180 out of my account and received an email three days later to say they’d cancelled the order because they didn’t have the stock for it. Spoke to multiple customer service on their online chat about potentially sending out a different size and got nowhere, apart from encountering rude representatives who were trying to get off for 6:30pm. Was then told that it would take up to 5-7 working days to receive my refund, when the order confirmation said I hadn’t paid anything because the balance was pending. AVOID!

Last year I purchased a relatively high value item from Selfridges for my husband’s birthday. I emailed them and told them when he opens his present it will be out of the return window (14 days) - would we still be able to return it need be?
They were brilliant and explained that would be fine as long as we returned promptly after that date. It turned out we didn’t need to return anyway as my husband was happy with the purchase.
I purchased another relatively high value item again this year assuming it would be the same situation and emailed the exact same thing only to be told the item is now out of returns (even though it actually still isn’t, I still have 3 days left)
How disappointing.

Dreadful is too generous a term to describe how awful Selfridges Customer's Services is. Amazon will sink the store very soon if they do not wake up. I called to ask if they could deliver a mac mini to me. They couldn't do that. So I asked if I could reserve one as I was coming from Somerset to their London store as I had a gift card to use. They couldn't do that. So I asked if they could check if they had the product in stock so my 6hr round trip wasn't a waste. They couldn't do that. And sure enough, when I made the trip I was informed on the shop floor the product listed on their website had discontinued a month previously. This will be one high street brand I will not mourn when they go under.

Absolutely disgraceful customer service from Selfridges

This will be my final communication with this company and the last time I ever shop here.

My issue is very simple: I returned an item over 13 days ago, and it has been sitting at their depot with no refund processed. I purchased the item through Clearpay and have already paid the first instalment. My second payment is due tomorrow, yet I am being told to “wait another 24 hours” despite chasing this matter for over a week.

I have sent 6–8 emails, received little to no meaningful assistance, and nobody seems to care about the financial impact this situation is having on me. The only time communication appears efficient is when they are taking your money.

The live chat agent, Andrei G, was particularly unhelpful. Rather than taking ownership of the issue or providing any real escalation, I was repeatedly told to wait longer and contact other departments. After nearly two weeks of delays, this is completely unacceptable.

Because of Selfridges’ incompetence and lack of urgency, my next Clearpay payment may be taken unnecessarily, which could affect my finances and potentially my credit profile. Customers should not be left paying for items they have already returned while the retailer drags its feet processing refunds.

The lack of accountability, poor communication, and complete disregard for customer concerns is shocking for a retailer that claims to offer premium service.

Never again. Selfridges has lost a valued customer, and I would strongly advise others to think twice before purchasing from them. If something goes wrong, don’t expect anyone to take responsibility or care about the consequences for you.

Visited the store in the Trafford Centre in Manchester. I've not been for about 10 years. I purchased a Hugo Boss shirt for my husband and the service I got was just average. You think with the prices they charge they'd go over and above but it's a just a but meh.

Last time I went I loved it.

The two Chinese shop assistants at Jellycat(Selfridges Manchester Exchange) were very rude and unhelpful. They spent most of the time chatting to each other in their own language and ignored customers.I didn't feel welcomed at all when I was paying, but I saw them being very friendly to another customer. It felt unwelcoming and left a bad impression of the store. Very disappointing experience.

I was amazed by the poor service and shopping experience from an establishment like Selfridges. I bought a piece of fine jewelry in store, except the item had to be ordered in. They couldn't order it for in store collection and as a result a £750 piece of jewelry had to be posted to my home. Later when I got home I realized the order wasn't documented anywhere, I didn't receive a purchase confirmation or any delivery details, even though my club card was scanned upon payment. The customer service agent could not provide any additional information based on the sales receipt. Absolutely daunting. I will update when this is resolved.

★☆☆☆☆

I am extremely disappointed with how Selfridges handled my complaint regarding a £695 pair of Christian Louboutin shoes purchased from their store.

After approximately 10 wears, a heel tip detached completely, leaving a metal pin exposed and making the shoes unsafe to wear. Despite reporting the issue within months of purchase and providing photographs and supporting evidence, Selfridges repeatedly relied on the brand's assessment and refused to offer a repair, replacement, or refund.

What disappointed me most was the lack of independent consideration of my complaint. As the retailer, I expected Selfridges to properly investigate the issue rather than simply repeat the manufacturer's position.

The matter has now been escalated to independent dispute resolution. For a retailer that promotes premium products and customer service, this experience fell far below expectations.

I would not expect this level of after-sales support when spending hundreds of pounds on a luxury purchase.

Wish I had checked trustpilot before purchase. Their returns process feels like a scam. Bought shoes online, in two sizes, quickly tried on one pair before returning. They rejected due to glue on the shoes,which was obviously a manufacturing error and the shipping process scuffed a corner of the box. Completly unreasonable process. Avoid.

Placed an order three weeks ago and it’s still not dispatched. Customer services still haven’t been able to explain why or when the package will be sent. Not the experience I would expect given the brands position within the retail sector. I order from Selfridges every year for a family members birthday and I’ve never experienced anything like this before. Customer service response timescales unacceptable. Other than one holding email whilst they investigate they’ve offered nothing in the form of communication despite being contacted a week later and one further follow up. I’ve since requested a refund and yet to receive it.

I ordered a £300 perfume as en extra special gift for my daughter whose husband has been diagnosed with a serious illness. On arrival I was quite disappointed with the presentation, no gift bag, horrid bar code sticker over the front of posh box, old glue where label removed and indentations on the cellophane as if it has been manhandled in dispatch, however cellophane and seals perfectly intact. At that price I was a bit annoyed and told customer services and send pics. Then I phoned and was told that it's a non returnable item. I quoted the law but they said it was their policy. Law states that if seals have not been broken on such goods then they must be accepted as return, also I'd now had the item a mere 24 hours. I'm a NOT giving my daughter a manky wrapped box and have ordered from the actually perfume house now who delivered in a beautiful presentation box with gift card and don't charge delivery. I'll never back down due to their attitude and not adhering to UK consumer law, will take them to the small claims court just out of principle. What a horrible lot they are.

The staff there made me feel welcomed and provided good customer service I was served by a guy called owais

I recently had a disappointing experience with Selfridges customer service following the purchase of a fine wine. Unfortunately, Selfridges declined to assist, suggesting that I obtain an “expert report” to prove the fault.
What was particularly disappointing was the lack of flexibility or goodwill. Given Selfridges’ premium positioning, I had expected a more considered, customer-focused approach rather than a strictly policy-driven response.
A disappointing experience overall, and not one I would have expected from a retailer of this standing.

Example on the 21/04 Selfridge responded to a Trustpilot review but appears an AI response.

So posted review and seems like only received formal reply to the review to contact customer services but after contacting via email no reply.
Total waste of time as reply was only to appear that Selfridges provides some customer services. PROVEN WRONG! Once again no CUSTOMER SERVICE!!

So after this received email from Customer support! What a waste of time, in summary if you need pany perfume go to boots not only that it will be cheaper but you will get samples of products. Seems like who gets samples in Selfridges is staff🤮

I recently ordered and received Maison Francis Kurkdjian baccarat rouge 540 Extrait 3 x 11mls. I just finished my last bottle bought from Harvey nics, started wearing this one a couple of days ago and it smells off! I have checked the batch code and it was manufactured 18 months ago so should be ok and I can only assume it has been stored poorly because it smells nothing like it should. Contacted customer services via the online chat and was cut off twice and then told they wouldnt be able to do anything as it’s only my opinion that it smells different!