Selfridges Reviews 519

I am really frustrated with the Selfridges Unlocked membership, it’s a money grabbing scheme with little to no perks to customers. Every year it gets renewed so if you don’t make the cut for the next level you lose all your progress and keys collected. Not to mention the subpar service that you get, workers need to be on their good day otherwise be prepared to be treated like rubbish. If I need a luxury experience I’ll be going to Harrods from now on.

Very disappointing experience.
The customer service is not good at all. Staff did not help me properly, did not take good care of me, and did not give me good advice when I needed it. I felt rushed and ignored instead of supported.

The item I bought did not fit me, even though I asked for help and advice before buying it. When I tried to return an item previously, they refused to let me return it, which was extremely frustrating. Now I decided to give Selfridges another chance and bought something new, but once again the customer service was not good.

There is poor communication between staff, no clear guidance, and no real care for the customer. For a store with such high prices, the service should be much better than this.

Overall, not a good experience and not worth the stress.

Having received my Christmas present (UGGs) on Christmas day and discovering the mini boots have a very small foot hole (I do not have wide fit feet and sized up). We have since tried to exchange, not a refund just happy to exchange. Due to their very limited refund period they have refused. This was my main present from my husband during a very difficult time of life and I can't express enough how disappointing this is. My daughter had kindly organised this for my husband and is feeling guilty that they will not exchange. PLEASE RE-THINK any purchases around a festive period because they seem to have a zero policy or compassion and their short exchange period is not in plain sight. On requesting to make an official complaint they simply passed it from customer services to the management team. We received an email which in essence surmises - sorry and referred to their policy. Many other retailers offer 28 days plus extra for Christmas etc. we wish we had purchased from an array of many other stores.
Ordered 13/12/25 - expected delivery date 18/12/25
Delivered 14/12/25
Christmas day 25/12/25- very happy and surprised but disappointed they did not fit.
So from 13th December their 14 day policy plus 5 extra days for festive = return cut off date 2/1/26.

This in my opinion given the time of year, is not adequate time, it is a busy time with family etc and surely this should be taken into consideration.

Re. request of an exchange, we called on 5/1/26 unaware the cut off was 2/1/26, which eventually led to email replies declining.
Having searched various online retailers policies - exchange periods seem to offer 28 - 30 days with extended for Christmas etc.

Purchased some products in their online january sale. Opted for store delivery due to the cost of home delivery for small items. The process was smooth and I collected my items from Manchester Exchange Sq without any hiccups. Items were well wrapped. Happy.

This is honestly the worst service and customer service I have ever experienced.
There was no proper support, no responsibility taken, and no real solution offered.
Because of this experience, I will be sharing my review everywhere to warn others.

Just went to return an item after Christmas and Selfridges, yes, SELFRIDGES only do 14 day returns.

This is something I would expect from a slightly dodgy website but honestly you are selling premium products at premium prices.

Complete rip off, I feel so sorry for all the other people leaving reviews who, like us, paid for an expensive item at a premium price only to get given an economy returns service. Outrageous.

Merry Christmas and we will not be shopping here again.

Purchased an Christmas present (shoes) on the 18th of December but they don’t fit. I have been told today I cannot return as it is outwith the ‘extended’ returns period. Apparently Selfridges return period is 14 days and the Christmas ‘extension’ is until the 2nd of January giving me 1 day extra. So uneccesary and just money grabbing of Christmas shoppers.

Very short returns Christmas, returns need to be completed by 2nd January and I only got the item back on New Years Day. Tried to return on 3rd January and customer services were so unhelpful and advised 2nd January was already extended Christmas return and there was no flexibility with this.

Disappointing customer service from a company that I expected better from.

Very Short Returns period - Purchased items for Christmas gift, the returns window closed for Xmas on the 2nd January, this is not mentioned at the point of purchase, items are not on sale, one day after and they will not process the return or offer an exchange. Expensive designer mistake, purchasing direct would have been much wiser choice. Wouldn't recommend or order with selfridges again in the future.

Placed an order and paid for nominated delivery a few days before Xmas. Delivery was delayed multiple times and missed Xmas. Never arrived so I just asked Selfridges customer support to return from DPD.

When they got it back from DPD they offered a partial refund! Did DPD eat some of the order?! Phoned and spoke to the most useless customer support person who couldn't do basic maths, and asked me how much I want back. Why do I need to figure that out?

Just buy anywhere else! What a waste of time, money and stress.

I ordered a box of dates from Selfridges as only UK place . Came with torn up ripped tissue paper . Not nice at all . Got through to a person who said eventually system down call back . I did SAME woman again system down . Mmm . Then after about 9 emails !!!!! Each ending hope you have a nice day 🤬🤬🤬🤬. All I wanted was another couple sheets of their tissue paper to wrap it up nicely . A quick easy solution . But no. Was told if I bought something else and paid for gift packaging I’d could use that . REALLY !!! In the end I said I give up ! Don’t buy from them . Mr Selfridge will be turning in his grave . But to be honest they must see the reviews and don’t care . Be very aware when you buy online . They don’t care . AT ALL

Honestly, stay away from these people. I bought a bag just before Christmas and was told that it would not be included in the sale. Shortly after, the price was reduced by £140. When I complained that the item had been mis-sold to me, they refused to do anything about it. Absolutely disgusting.

Would give zero stars if I could.
Such a disappointing online Xmas ordering experience.

Placed an order for a Xmas hamper delivery to our family in the Republic of Ireland on 25th November. Specifically chose a hamper that could be delivered outside of the UK and to ROI. It was due to be delivered on Friday 19th December so perfect timing.

Received an email on Thursday 18th December to let me know my Xmas order had been cancelled and I would be getting a refund. Definitely not enough time to rearrange anything else in time for Xmas.

As a business if you can't fulfil a Xmas delivery service don't do it! I'll stick with Fortnum and Mason, M&S or Amazon next time.

Absolutely Superb Service from The Magnificent Selfridges.
I order a Jellycat gorgeous rabbit and it has arrived swiftly beautifully wrapped as a Christmas present for my granddaughter

You can always rely on Selfridges for Top Dollar products and service.

Keep up the fantastic work!!
Merry Christmas to the Top Team

I searched online to purchase my daughter a Ralph Lauren jacket for Christmas which is sold out in most shops. I found one left on Selfridges site and one left on another less reputable site. Despite, the other site selling the jacket with 20% off, I decided to purchase via Selfridges believing it was a more trustworthy option. I was relieved when I found and paid the £500 for the jacket, as this is my daughter’s only request for Christmas. I then got an email a day later saying my order has been cancelled. I would expect a company like Selfridges to have an understanding and confidence in their stock before allowing purchases to be made. I now can’t purchase the other one I originally found at 20% cheaper as their last item has now gone too but least this is advertised on their site. I can’t even look for another now as my transaction is still ‘pending’ 4 days after my purchase was cancelled, therefore the funds aren’t accessible to me to make another large purchase. Sent an email to customer services, no response. Called customer services only to be told that I just need to wait 3-5 days for my money to be available. No apology or understanding at all. Just told to enjoy the rest of my day…great, thanks to Selfridges I have no Christmas present for my daughter or the money to buy one!!!

I paid for Selfridges plus last May and have used the service four times. It's been a complete waste of money as the delivery either doesn't show up, or is delayed (rather than the promised next day delivery).

Customer service online, is appalling - have spent days and repeated email requests looking for the simplest of things. Shame on Selfridges.
I am shocked that this so called luxury retailer is satisfied to treat its clientele with such disdain.

No matter what others say about Selfridges (mostly competitors' fake bad reviews), it is always my favourite place to go to / or for online shopping. So many to choose from with reasonable prices.

I visited Selfridges London recently and was deeply disappointed by how inaccessible and unsupportive the store is for people with disabilities. The entrance doors are extremely heavy, and using them left me in further pain. Staff members nearby did not offer any assistance.

I also urgently needed the toilet, but the staff kept directing me to a different floor even after I explained my disability and the difficulty I was having. The disabled toilet I was sent to has apparently been out of use for years, which is unacceptable for a store of this size and profile.

Selfridges may pride itself on its customer experience, but they fall far short when it comes to supporting disabled visitors. My visit was stressful and uncomfortable, and I hope they take accessibility seriously and improve their facilities and staff training.

Tried ordering Ugg slippers for Xmas on Black Friday offer, as I’d ordered before years ago I couldn’t place an order without my password, clearly now forgotten so tried the reset password link and waited for 4 days for an email to reset this, no link nearly 1 week later and slippers sold out… no one is invincible these days Selfridges up your game and look after your customers

What has happened to selfridges customer service? I can normally rely on a really quick dhl delivery to Switzerland in 2-3 days, it’s been 12 days and I’m yet to receive any courier information. I’ve been online with customer services 3 times over this week and they cannot give me any information and keep telling me to wait 48 hours while they investigate with Skynet. I’m now thoroughly fed up having been told the same thing again for the third time that I will have to wait 48-72 hours to probably hear nothing again and that they need to fully investigate. The parcel is clearly lost so give me my refund while you investigate!! I expected better, much better!!

From this page I see I am not alone