Selfridges Reviews

READ THE REVIEWS. AVOID AVOID AVOID. ONLY SHOP IN STORE, NEVER EVER SHOP ONLINE.
THIS COMPANY HAS POOR INTERNATIONAL ONLINE SHOPPING REVIEWS FOR A REASON.

Whatever you do, do not order from selfridges. They are probably the biggest scammers in the clothing industry. I ordered my items and wasn't happy with what i received as the clothes were not the correct size. I returned back the items and they only refunded me a partial amount, when i confronted them about this they told me they do not refund the import duties, they never ever told me anything about not refunding the import duties i lost over 500 EUR because of this.
They are the worst company out there please do not order from them.

Ordered flowers for my mother on Mother’s Day, informed at 8pm to say they would be arriving on Tuesday, two days after Mother’s Day, otherwise knowN as not Mother’s Day. Only word of apology was the use of the word “sadly” in the email. Disgusting.

If I could leave a negative score I would. I had read these reviews before ordering with Selfridges but I took the chance of ordering via the site anyway. Big mistake.
My item arrived and within 30 seconds of opening it I knew I had to return it as it was a different colour to what was shown online. In total I must have looked at my item (handbag) for 5 minutes before storing it back in its original packaging and then a few days later I arranged for it to be returned.
Now I am being told I damaged the bag and they won't give me my money back. IMPOSSIBLE and WRONG accusations. I see this has happened to other customers. What the hell is going on???

Shocked after I found out that Selfridges sold the jean I purchased more than 25% higher than the brand website. Asked for a refund, they say no because I remove the tag that they could have easily put it back as it was the "Selfridge tag".
This is the most idiotic way to retain customers, one lost just now and I will let my friends know so they don't get ripped off, not to mention that Selfridges is the only online retailers who applies shipping fees on orders whether it meets a threshold or not...
To reply to Charlotte: I emailed you twice (order 112757172), responses:
2: "I can appreciate your frustration with this issue and have escalated this to the relevant team. Unfortunately, price matching is not a service we provide so I am unfortunately not able to do anything to assist. I am very sorry for the inconvenience and dishonesty you are feeling".
1: "Unfortunately, Selfridges do not offer price matching as one of our services so we will not be able to refund the difference. Due to the tags also being taken off we are not able to accept this back as a refund. I am very sorry for any inconvenience caused"

Got my order within a week fairly happy

Here we are a week later still waiting for the elusive refund and a response to my numerous emails. Please don’t answer responses on here with the cut and paste ‘email customer services with the subject SOCIAL’ in the hope that people checking reviews think it’s being dealt with! You don’t reply to those either! Nor do your complaints team. Having read the recent reviews, there appears to be a significant problem with returns at Selfridges. I’ve already instructed my bank to start proceedings to get my money back. If I get no joy there I’ll proceed with MCOL.

I returned a baby rucksack back in October and they confirmed it was received. I chased in November 2020, and someone said they were managing. I was relaxed and just assumed it would follow. December 3rd I got the notification to say refund is being processed. I just remembered today that I have no received a penny back. Ive just learnt that i have a case manager as I called today. Jordan - Case Manager, I want my refund. Appalling service, really disappointed.

I bought an expensive Cartier Item via Selfridges Online Shop last Year in December. Apart from the fact that it did not arrive in time for Christmas as it was supposed and promised to, I have returned it on 4th January.
Since then have been waiting for my refund.
I have zero tolerance for companies not paying me my money back when you have received the good back over three weeks ago. I am not your working capital financing!
Going via my lawyer now.
Do not shop there.

Extremely disappointed as a Selfridges+ subscriber! I returned an item via DHL and it was delivered on 8 Jan. But they never sent me any confirmation regarding this return. I have tried to contact them multiple times via emails (4 times), via phone (twice) and via social media private message (once, after I got so disappointed with emails and phone calls). One of the email customer representative replied me with many typos and basically saying that “they gonna do what they gonna do when they receive the item, the item is still being received....”. But it was delivered on 8th Jan, signed by someone with signature, clearly reported on DHL.com. Though the representatives on the phone are nicer in terms of talking to me, but never follow up with an email as both of them have promised.
I have been an customer for several years, that’s why I have Selfridges+ for several years too. But this experience is terrible! Return and refund is not as easy as they said on the website! I will update if there is going to be any (I doubt it). I wouldn’t recommend this to anyone if you view customer service very important when it comes to choose a website to shop.

Huge brand with fancy stores. Terrible customer service under poor skilled management. This is actually concerning that someone let things go this way. Get better skilled people. Selfridges is the face of London’s retailer. Do better people

In addition to my previous review... I had ordered another gift at the same time for delivery on Christmas Eve. Whilst one was cancelled at very late notice (see earlier review) the second was not delivered on time. The recipient received two calls from the driver: (i) first, to say that her address was incorrect and the property did not exist (she's never had issues before; and (ii) five minutes later... to say he had broken down and was unable to deliver the item but would deliver on 30 December (ie, not before Christmas as per the order).
I contacted Selfridges customer service to flag that the item (a plant) was not delivered on the date elected. They stated that the order had been delivered (incorrect and helpful as ever) which I disputed. They then said they would raise an investigation. As expected, I have received no response from them since. The plant has subsequently been delivered (on 30 December) but is pretty dead after a week of no water.
It's beyond frustrating to have ordered two items for pre Christmas and for neither to have been delivered. One cancelled at very late notice, and one not delivered in time.
The response from Selfridges customer service is awful as usual, with no recognition of how poor this service is. I received a response on Trust Pilot and was instructed to forward my emails to FAO Social. This has not helped so is clearly lip service and an attempt to avoid any online reputation damage. I have paid for a year of delivery which is a complete waste of money if they are unable to deliver items as ordered.
Would suggest shopping at Net a Porter, Matches, Liberty etc, all of which have great and RESPONSIVE customer service. Have never had any issues like I have experienced with Selfridges (ie, missing orders, cancelled orders, items not delivered when a delivery date is accepted etc) with any other retailer and will avoid them in the future.
UPDATE: Still no proper response. Every time I post on here I get an acknowledgement of my review and related email but no substantive response. Beyond frustrating and poor.