Selfridges & Co

Selfridges are operating highly dubious online practice with customers frequently being falsely accused of damaging products to avoid refunds - wish I'd looked online before purchasing. I bought four pairs of shoes, two of which I did not try on in the end, and only tried on one from each of the other pair. In summary 2/8 shoes tried on inside the house, too big so returned within 24 hours, Selfridges said all were damaged and unsaleable which was impossible. After numerous email exchanges they agreed they had misjudged three pairs and would refund them (still fighting about the fourth). So false accusations then they back tracked. What would have happened if I just rolled over and accepted it? Hope this helps someone else avoid this insufferable experience.

I ordered food for xmas, nice things from 'home' and when it arrived someone had opened it, eaten half, stuffed the rest back into the box, wrapped and sent it to me! Customer service apologised and refunded the cost of the opened item. HOW DOES THIS COVER IT? It is DISGUSTING! Do not order from there.

Very disappointment their customer service.

I ordered Selfridge + Global delivery service and it doesn't work.
I phone them and they said they call me back, but never phoned me.(Typical bad service tho)
I have to phone them more than 10 times and no one can't not solved the problem and some of the staff was blame on my browser or laptop….

Also,,,,, I ordered some products online and they charge me extra £ every time and I have to chase them to refund the money.
They have horrible online system and you shouldn't trust them.
Especially the delivery time never on time.

Also,,,, I ordered my friend birthday for two bottle of wine.and state said "Delivered" but one of them are outside her front door, one of them are in her rubbish bin because the wine bottle was broken! If she didn't realise that they just hide them.

The return experience is the worst I have ever had. And from one month after I returned, I still did not get my refund.
The first time collection was unpleasant, FedEx did not show up as they said they were downstairs. And then I asked for another label and I dropped the returned item at FedEx station on Nov 12th. After I waited for half a month, I still did not see the process of my return so I tried to chat online and explain my situation also sent an email about it. The response I got was it would start to process within 14 days. But the problem is I already returned my purchase 14 days and I did not get any response. Then I tried to chat again and explained my situation again. The assistant promised me would solve this within 24 hours. But then I still got nothing. And then I tried to chat again and explained again, and the chat automatically end. Then I waited for several days, and I heard nothing, no emails no updates. Then I opened the chat and asked to solve it again, they just ended the chat and say would give me an update. And now, still no refund process, and already one month from the day I returned and five chats, five hours each time.
The worst customer service and worst return experience (no refund with the returned item)

Ordered a Ted Baker hand bag which broke within 5 uses, contacted Selfridge's, they asked me to send pictures which I did and haven't heard back in 3 months. Do not buy from this company.

Ripping off customers during COVID
Hands down the most horrendous experience I have ever had. I purchased a pair of shoes which I've been eyeing for a long time and it took me ages to save up for it. When it arrived, unfortunately it did not fit me - it was too small. I was unable to exchange it for another pair because they were all sold out so I had to return the item for a refund. I then found out I was shortchanged $338.60. When I emailed their customer service team to enquire about it, they refused to refund the $338 which I paid for duties charges even though the goods were returned to them. This has never happened to me with any other overseas retailers before, let alone Selfridges, which is supposed to be a well known department store. All other retailers I've purchased with, big or small, if you return an item, you get a FULL refund of the amount you paid! I have also contacted my local customs office and they advised me that only the 'owner' of the goods (which in this case is Selfridges since I've already returned the shoes to them) can claim a refund for the taxes & duties. I am unable to claim it myself. I feel robbed. $338 is a lot of money for us ordinary folks, especially during COVID. I am disgusted with the way they handled this and will never purchase from them again. I also paid for a Selfridges+ membership which costed me $70. More money down the drain for no reason.

Horrible customer service. I don't recommend anyone ever shop here. They refuse to refund my order after it was sent back within the return period unworn. DO NOT SHOP HERE!

Ordered a neom oil diffuser with oils on 22nd November. (Took payment from my card in full at the time) By the the 3rd December my oil diffuser had been cancelled by Selfridges with no explanation. Oils had then been dispatched. Why would I need the oils If I can't use them without the diffuser? Was promised a call back by the manager to check stock availability (never happened) wanted this as a Xmas present for my wife but now she will be disappointed. I pay £40 a year for this account. Never have I seen such a incompetent level of service.

Read Trustpilot, where they have a rating of 1.8 out of 5 with over 1,400 reviews. We didn't until now and it was too late. Order # *******. Called customer service multiple times and e-mailed them 3 times. It was a complete waste of time. It is strange when a store that sells high-end items treats their customers so poorly. I'm from the U.S. and am used to the type of great customer service that Nordstrom or Amazon.com delivers so this is all pretty new to me.

Absolutely disgusting service, placed an order for three tablets costing nearly £900 only to have my order cancelled the following morning stating I hadn't passed security checks and by pure coincidence the price of each tablet had gone up from £297 to £349. On speaking to a member of customer service they informed me it was not actually anything to do with a security check and that it was Samsung that had cancelled the order and not Selfridges and that they would contact Samsung to find out why and get back to me. Apparently the items are shipped straight from Samsung and they can cancel your order even though your order is placed with Selfridges which is not on. No one got back to me so after 24 hours I contacted customer services again and spoke to a different member off staff to be told a completely different story and that the order was cancelled because it hadn't passed the security check but no actual reason was given and that what her colleague had told me previously was wrong, so basically I've been ignored and lied to and they wont honor the original price. What a circus and I'm sorry I didn't see all the negative reviews before I placed an order with these clowns, the staff at Chicken Cottage have better customer service skills so vote with your wallets and buy elsewhere because the bottom line is that they simply do not care, you have been warned.

I ordered 6 items, and that was my second Time ordered from them, one item was missing I contacted them right away through Facebook, and they relied fast and refunded fast, what happened at those bad reviews didn't happen to me, so I placed my third order right after I got my refunds, anyways, guys, they are legit, their price are much lower than any USA shopping site, and their package are really stunning tbh, just btw they Use DHL express shipping and they ship really really fast, I'm located at New York, always got my stuff the next day I ordered it, and trust me buy the Selfridges Plus GLOBAL shipping on your first order! TRUST ME!

Bought a pair of boots for my girlfriend for Christmas, she's had them on her feet about 5 times and the one of the metal hoops snapped where the laces go through, phoned Selfridges to organise a swap which should be straight forward but because they were bought online they have to have the boots back for a "product inspection" so my partner is without her boots for a month? Two months? How ever long it takes meanwhile I've still paid for said boots. Not very fair. Won't be shopping with them again.

I wish I could give the company zero starts! They are absolutely the worst!
While they have some great deals and designers, do not expect to get a refund if an item you order does not fit you. After a month since I returned my order, I finally contacted them and asked about my refund. Oh, well, they do not know what happened to my return!
I returned an item with DHL the day after I received it. The DHL employee picked up a package in person as they always do when I return something I bought on European websites. However, DHL does not usually give me a receipt, which I do not care much about since there is never an issue with their services. So I provided Selfridges employee with a return number from my email confirmation of a pick up. Apparently, Selfridges has no record of my return and they refused to give me a refund. I would at least expect them to contact DHL and find out about what happened because other Selfridges customers could have an issue with their deliveries and returns. Instead I just got an answer that Selfridges does not know what happened and they are not going to refund my purchase!
I advise everyone to spend your money elsewhere! I rather pay more than trust Selfridges ever again!

I wish I had read the reviews before
I wish I had read the reviews before ordering from selfridges. My first order and I also paid for the yearly plus delivery. Ordered 2 all saints shirts in medium as I already had one the same in that size which fits OK. But both shirts seemed a little too large so I returned them both after only trying them on. I have received a refund for only one as they are refusing to refund the other saying it has been worn. I never wore it and will be raising a resolution with PayPal who I used to pay. Safe to say first and last time with selfridges, I hope they wish they had treated customers better when they end up going into administration.