Selfridges & Co

Awful customer service, item was incorrectly delivered by DPD and just dumped in my hall way and presumably stolen. I have clear instructions on the DPD app not to leave things in the hall way. Selfridges are saying it was "correctly" delivered, I will never buy from you again!

Ordered a bottle of tom ford f%@ing fabulous for my partner

My partner seen on the unopened box and the delivery slip of what was inside and told me he already had half a bottle

I sent the TOTALLY UNOPENED PACKAGE. With the perfume inside the unopened outer original packaging. Ie. The box ir was posted in. Back to selfridges.

I just got an email to say on inspection it wasn't suitable for return.

Strange as I never even seen what was inside the box let alone open it.

In short. This is absolutely appalling behaviour/ customer service.

I'd advise absolutely NOBODY to use this shambles of a company and I await ther reply

Totaly shocking!

I ordered Lancome perfume costing £235 it arrived damaged and the perfume was spilled all over the box, almost a quarter was gone. Selfridges told me they will only give me £25 back or ask for the product to be returned. Im extremely shocked at the decision by the Selfridges team I thought Selfridges had a reputation and i'd never expect a product to be packaged and delivered so carelessly with no fragile sticker. Now i'll have to wait and repurchase the perfume, if I could get the perfume somewhere else I would unfortunately its only available on Selfridges. Horrible experience will not be shopping with them for anything else again

By the time people read these reviews it is too late. DO NOT BUY FROM SELFRIDGES ONLINE. If you have it is too late and you've been scammed!
These fraudsters need to be stopped!.
Customer services are all trained to charm, decieve and manipulate. You will get trapped into their web of lies and promises which will lead you to exhaustion.
I ordered an expensive beauty product and instead received a damaged, opened and empty cardboard box delivered by DPD.
I immediatley sent Selfridges photo evidence including CCTV footage of the courier clearly holding the opened parcel prior to handing it to me.
Selfridges agreed that my parcel was tampered with and seemed empathetic and wanted to help me get my refund.
They asked me to send images to pass onto courier company to show evidence.
The next day I was sent an email from Selfridges saying "We can confirm that after reviewing all available information and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address.
Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund".
I contacted DPD to find out why on earth my refund was denied after sending clear evidence showing my parcel was damaged on CCTV and in photos.
DPD explained that Selfridges had not opened up a claim on my behalf and sent over any of my images to them, so there was no investigation that took place.
I was so shocked to hear this and contacted Selfridges again. I spoke with numerous agents regarding this and they all made excuses about how images could not be downloaded because their systems block them.
After 2 weeks of multiple calls each day, Selfridges continued promising to send my images but never did. Each day DPD confirmed Selfridges had not been in touch.
DPD instructed me "Tell Selfridges to contact us and open up a claim on your behalf and send images otherwise we cannot investigate your case".
I repeatedly told them I had done this 3x a day everyday for 2 weeks.
I had the same fake templated emails from selfridges denying my refunds: "We can confirm that after reviewing all available information and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address. Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund".
This was contradicting informaton with DPD, because apparently Selfridges had not even sent over my images, so a claim was not raised.
Selfridges were clearly lying to me and sending their standard email templates that they use with all customers to deny them of refunds. They are con artists and thieves.
I tried posting a letter to Selfridges Head manager, talking to DPD with App chat and whatapp and still no resolution. I get agents constantly hanging up on me or ending our virtual chats when they don't like me questioning my refund or my photo evidence. There is constant avoidance from both Selfridges and DPD.
As for my missing product... The courier could have stolen it knowing there is no follow through from Selfridges, since the retail company won't ever contact the courier company with my photo evidence.
Or, Selfridges may not have even packaged my product in the first place. They could have purposely opened and damaged it to shift blame, knowing their policy on their website states they do not refund for lost / damaged parcels.
That's quids in for them, a product to keep and re-sell in store and leave me with an expensive empty cardboard box.
The only way for refund is via the courier company, in which they set out to make never happen. Us, as customers cannot ever make the claim ourselves, it has to be done by the retailer. How convenient!
Selfridges lie to us saying they've sent our evidence, when in fact they hadn't. We recieve fake investigation emails from DPD that are not legit, because DPD never recieved our photo evidence.
This is a win-win situation for both DPD and Selfridges. DPD don't need to pay out any compensation, and Selfridges repeteadly get away robbing us time and time again.
This also works when customers want to make a return of an item. Selfridges insist they use DPD. They then pretend they recieve an empty box and deny customers a refund. They can then re-sell the returned product that was apparently missing.
Selfridges is not a premium store that many of us might think, it is warehouse stocking expensive goods, displayed in a posh store as a front to portray luxury, but run by criminals, operating in a fraudulent way.
Don't be tempted to buy anything from these crooks. You will be yet another victim of these Selfridges scams!

THIS ONLINE COMPANY IS A BIG SCAM. Please report to your local frauds department and TV news channels for the investigation. Please write on their all social media pages to make people aware. Also Report it to Master card companies. They definitely will held them accountable. Most of their employees are thieves. I'm starting a page Name SELFRIDGES UK DO NOT SHOP page. Please follow and tag local news channels

Don't buy anything form them if you are an international customer i ordered so many fragrances from them and some of them were leaked. I did provide them the pictures but they are not refunding and said nothing can be done and will tell u that they will investigate which means they will do nothing and send you a sorry mail.

Am extremely disappointed with the service I received from Selfridges regarding my recent purchase of Gucci sliders. I thought I was buying a high-quality product from a reputable retailer, but my experience has left me feeling frustrated and let down.

Within just four days of wearing the sliders, I noticed that the glue was coming away on one of the sliders. Naturally, I reported this issue to Selfridges, expecting a straightforward replacement when I returned from my holidays. However, to my surprise, they claimed that I had damaged the sliders due to incorrect usage.

I find it hard to believe that there are many different ways to wear sliders, and I assured them that I only wore them for about an hour on the beach and while walking to and from my water villa. Yet, they refused to acknowledge my complaint and instead accused me of causing the damage.

This kind of treatment is completely unacceptable, especially considering the amount of money I have spent on designer items from Selfridges in the past. I had always believed that their customer service matched the luxury image they portray, but this incident has shattered that illusion.

As a result of this experience, I have decided that these Gucci sliders will be my last purchase from Selfridges. I simply cannot justify giving my hard-earned money to a company that refuses to take responsibility for their faulty products and treats loyal customers in such a dismissive manner.

Out of principle, I am considering taking further action to address this issue. Selfridges needs to understand that their customers deserve respect, fair treatment, and timely resolutions when faced with faulty products. It is truly disheartening to see a once-trusted retailer fall short in such a significant way.

Similar to most people's reviews on here. I bought a designer handbag, decided I didn't want to keep it and returned it immediately. It's been two months now and I haven't received a refund, apparently the bag is not in a re-saleable condition.

There's only two explanation for this:
1. Selfridges have sold me a bag that is not authentic and is now refusing to honor the return policy.
2. The bag may have been tampered with during the secure return process, which was facilitated by Selfridges' preferred method of courier.

I've sent numerous emails, called many times and cannot get this resolved.

Ordered a £3k handbag on a 4 day delivery. Here we are 2 weeks later with no handbag, £3k in the hole and unable to get any sense, commitment of infomation form customer services. I would expect more from a premium seller of luxury goods. In future ill be using harrods.

Expensive jeans, returned them as the fit was all wrong, 2 months later I am still awaiting a refund, terrible service. I will never set foot in there again. Shocking. Avoid!

Don't order from them terrible customer service when something is sent back.Tried calling numerous time its just call center in Scotland they promise they will call you back but never happens go to John Lewis.

I ordered a pair of gucci loafer which didn't fit! I immediately returned them! Selfridges does not want to refund me my money! For an unworn shoe that I sent back in the same condition brand new how they arrived! I spent over 100$ on phone calls about my refund and still nothing I will never order from this place again! I will take appropriate action for my refund!

I was in Selfridges visiting from the US. Paid for purchases and they were to be shipped tax free from Selfridges. They shipped items but didn't provide the necessary info for customs. I immediately informed them of the issue and their customer service couldn't do a thing about it and the goods were returned to them. I had to alert my credit card company to contest this charge. All of this was communicated in clear detail to Selfridges with very little response and absolutely no resolution. They wouldn't even answer whether they were going to provide a refund so hence I had to contest the charge on my credit card. The sad part is this used to be my favorite store and have purchased many items through the years. I'm done. They offered me a resolution a 50 pound credit. I refused. That was all they offered. Not even trying to get the goods to us. Nothing but a store credit! Crazy. Spent days trying to fix this issue and couldn't get anywhere.

I was given Selfridges vouchers that can only be used online so I decided to save them to spend in the sale.
When the sale started I noticed that several brands that are on sale on their own websites and in Selfridges and other stores weren't showing as being on sale on Selfridges online.
I reported to them and was told they were aware of the issue.
A well later I pointed this out to them again as it still hadn't been resolved.
Now it seems their resolution of the issue is to remove the sale from the website altogether!
The worst customer service I've seen for a long long time!
What sa disappointment!

Ordered items online. They clearly priced them wrong. Not my problem. Ordered them for Christmas presents. Then they lied and said they was out of stock and wouldn't honour the price.

I was charged 3 times for the same order (website 3 times show issues with payment). No confirmation of my order (no order number), no confirmation on my email. Called customer service straight and they said my orders are not in system so they can't help me. So where is my money? BEST THING TO DO IS AVOID THEM!

I made a purchase on 24th October, with delivery due on 28th October. Late on 27th, I received an email to say due to lack of stock availability, the order had been cancelled and a refund with be processed within 3-5 days.

Still no refund. And my bank says they cannot do anything as the money has left my account.

I have made 5 calls to their Customer Service team and sent 5 emails (which have been ignored). This transaction should never have gone through, let alone money leaving my account.

Selfridges is not taking any accountability for this, nor are they making moves to refund me. Awful.

Bought Bvlgari bag about 3500 dollars from Selfridge which they mailed immediately but we I received the bag, immediately realized it's fake and defective. I emailed them, they asked to return inorder to refund my appointment. Even after returning my bag. It's been more than 1 month with no refund.
I have emails confirming that they received and are planning to return the amount.
They stopped responding to my mails.
Reading other responses I understood I was a fool to buy from them.
This seems their strategy to get innocent Customers money. So lowly!
Will never shop!

Ordered with the click & collect service as i was visiting the area on that particular day no email confirmation to say its ready phoned customer services to be told its still in transit and won't be available on date originally given what a joke you pride yourself on excellent service but can't even do the simplest of tasks will be using harvey nichols much better service