selfridges Reviews 3,681

I had an extremely frustrating experience with Selfridges. I purchased two items and returned both. They never refunded me properly: the first item was refunded as an e-voucher, not to my original payment method, which I understand is a breach of the Consumer Rights Act. The second item still hasn’t been refunded at all.

Dealing with their customer service was a nightmare. First, they told me to contact them. When I did, they closed my case claiming I hadn’t contacted them. After complaining again, they said they had “overturned” their decision — yet the refund never came through properly.

I never thought I would encounter such a greedy and disorganized shop. Literally any store — Poundland included — offers a better customer experience. For a supposedly high-end retailer, this is shocking.

At this point, the only use I can see for their service is this: if you have someone you truly dislike, give them a Selfridges gift card — Selfridges will do the rest.

Fantastic beyond expectations provided by Maria at Giorgio Armani Selfridges in the UK. Personable, kind, knowledgable and amazing at her job. My eyes are notorious for watering her gentle attention meant no watery eyes - no mean feat. She really excelled, all the staff I spoke to on Tuesday 12th Feb around 3pm were really helpful but Maria was outstanding

I got great prices for shopping last week, loads of things on sale. Check out their clarence section

I visited the NIKExSKIMS pop up in Selfridges London and had the most pleasant experience with a lovely sales associate called Alannah. She was warm, friendly and professional and immediately asked me if I had a Selfridges key. I was happy because I am a Selfridges key holder and I actually worked on its activation! Thank you Alannah for your great service and energy and packing my goodies!

Had a very good experience in the toy department. Maria was very helpful. Will definitely return with my family and friends.

Don’t bother with these people anymore. Been sold to a Thai conglomerate (who incidentally have also driven KaDeWe into the ground by stripping everything down to 0). Been a member for years, used to receive outstanding customer service when selfridges was family owned. The thai’s must have outsourced- foreign sounding person asks me for personal details after i gave order
Number and other details - some Andrei Gh (presumably in ukraine or romania or elsewhere in eastern europe) cannot answer a simple question where customers parcel is? Instead, replies to customer (who has sent a photo of these details already & wants to know where her next day delivery has disappeared to) “would you mind if we got the formalities out of the way, first? This is to ensure that your personal data is secure as per the UK Data Protection Act.

Kindly provide me with the following, as found on your personal details page in your Selfridges account:

» Full name

» E-mail address or phone number

This is what a Thai conglomerate teach their outsourced admin clerks whom they undoubtedly pay peanuts and asks them to repeat themselves with idiotic GDPR requests! For a lost parcel! FYI you are not bound by the FCA yet or were you trying to sell me insurance instead without my knowledge? Then thy cancel the order saying “been lost”… SPEECHLESS Harrods, HARVEY NICHOLS, Liberty you have won a new customer- selfridges exists in name only and you better refund my yearly unlimited next day delivery. Perhaps offer your outsourced staff a job in your thai head office - where they can regurgitate unnecessary GDPR requests for your board of directors. And don’t bother replying to my review either - ANOTHER 1 star for you (seems all they get these days a - unsurprisingly) if i could give minus - 1 I would have

I bought an item costing $130, delivery costs were not visible before confirming purchase, so after confurmation the price spikes to $199, so I don’t put the transaction through. Then a week later I get a confirmation request on my card for $295. It a sam site. Stay away.

I purchased a leather handbag online from Selfridges, tried in on for 30 seconds, placed it back in the packaging and sent it back to them straight away. They are now refusing to give me a refund saying that the item is scratched. I asked customer services for photos of the item and packaging as proof, which they have totally ignored and they sent the handbag back to me the next day.
Upon receiving the item I can see no scratches! I can see some natural variations in the leather which would have been there when the item is sent to me.
I asked for my complaint to be escalated and have received no correspondence so I assume I am now being ignored!

Having discovered the wrong item had been placed in my bag I sent two items tracked back to the store. In order to process the refund it took, 2.5 weeks, 15 telephone calls and 9 emails, frankly broken at the end. There was one shining star , the person who replied to this reveiw, Sheree was the hero at the end of the day

I returned a pair of LK Bennett shoes to Selfridges after briefly trying them on at home, as they were too large. My return was rejected on the basis of alleged “signs of wear”, which I strongly dispute. The shoes were returned in the exact same condition in which they were received. The protective sole film remains intact and, more importantly, the heels show no signs of wear.

I formally disputed this assessment and requested escalation for further review. It has now been over 48 hours with no response. As a loyal customer, I find it extremely disappointing to be accused of wearing an item when the evidence provided does not support this assessment. This experience has significantly damaged my trust in Selfridges.

I’ve shopped with Selfridges for years, but this experience was honestly ridiculous.

My order was a Lunar New Year gift. I paid for shipping, placed the order normally, and then out of nowhere I was told a PIN code was required for delivery — something that was never mentioned when I checked out. No email, no warning, nothing.

I contacted customer service expecting help. Instead, they did basically nothing. No one tried to contact the courier, no one tried to fix the delivery, and no one offered a real solution. The only thing they did was cancel my order and call the parcel back.

That is not customer service. That’s just giving up and passing the problem back to the customer.

People don’t sit at home all day waiting for deliveries, especially when no PIN code was ever mentioned. Other luxury retailers manage international deliveries without turning it into this kind of mess.

Now I’ve lost time, missed my gift schedule, and had to chase refunds for something that wasn’t my fault.

Selfridges’ service is nowhere near what it used to be. This was frustrating, disappointing, and a complete waste of time. I won’t be ordering again.

Very disappointing experience with Selfridges customer service.
I attempted to return an item that was only 20 days old, unused and in fully resalable condition. The return was just slightly outside the window. The item was a gift and I was not aware it was unsuitable within the narrow return period.
Despite explaining this and requesting escalation, Selfridges refused to show any flexibility or goodwill. The response felt scripted and dismissive, especially considering my recent spend with them (£800+).
For a premium retailer, I expected a more reasonable and customer-focused approach. This experience has seriously put me off shopping with Selfridges again.

If I could score a zero I would. I have had the most appalling experience visited the store on Sunday spent over an hour trying on skims outfits. A lot of the ltems were out of stock in my size so I was advised to order online. I paid for premium next day delivery, decided to take out a subscription for the whole year for delivery receive an email and a photograph from DPD today saying they cannot deliver my parcel because apparently I refused delivery of my parcel because it was damaged what I actually received was a photograph of an opened parcel. I have a ring doorbell and no one showed up from DPD. I immediately contacted Selfridges customer service who were utterly unhelpful and basically said they need to wait for DPD to send the parcel back to them before they will issue me a refund unbelievably bad service. Escalated to a manager, I then received a message from a manager called Emma who basically said there’s nothing she can do and I need to wait until they receive the parcel back before my refund can be issued. You just couldn’t make it up, this is supposed to be a premium organisation
Order number 222573835. At the very least I would expect an immediate refund and a discount code of my next order.

Bought a perfume from Penhaligon's concession but changed my mind and wanted to return for an exchange. The bottle was still in original cellphone wrapping and packaging. I was informed that it is Selfridges policy due to health and hygiene reasons this item cannot be returned.
This is very poor customer care and is the opposite of Penhaligon's policy where they accept returns even on opened perfume. John Lewis accept returns on their Penhaligon's products if in original cellphone packaging and even give a sample to try so you can be certain it's suitable before opening. I just wished I'd have bought from anywhere else other than Selfridges as customer care is non existent.

*Edit* after getting the response inviting me to contact customer services I was hopeful of a satisfactory solution. After emailing them back with all the information they asked for I was informed that it would be sent to the relevant department. When they contacted me it was the same script sorry it's policy.
This is the problem their policy is unfair and needs to be reviewed.
My advice is go directly to the merchant for your goods or anywhere else that stock what you want. It's a terrible company.

I visited the Giorgio Amarni make up counter to purchase a product for my daughter. I was served by a young lady called Salma and received a fantastic standard of customer care. She was friendly, knowledgeable and professional and built up an instant rapport. She went above and beyond - checking stock kept away from the counter and even speaking to my daughter on the phone as I was unsure about product description she wanted. In my opinion she is a credit to Selfridges and the Armani brand.

Offering a complimentary beauty service as a gift in their advent calendar but nothing is available to book in any store or remotely. Customer service was awful, no ownership or even empathy, effectively hanging up on me. There are plenty of stores who do want my hard earned money to be able to avoid this one.

I posted a one star review on the 20 January. Selfridges responded the same day with an invitation to contact someone called Matthew at customer services who would help me. I noticed that the wording of this response and invitation was very similar if not identical to that given to other dissatisfied reviewers. So what happened next? I reached out as invited, explained the problem (again) and after 3 or 4 failed attempts to engage customer services in an intelligent and rational conversation, I gave up. At the end of the day they simply weren’t interested, and there was no reasoning with them. I never got to speak with Matthew, despite asking for him several times. I can only conclude that the ethos underlying the concept of customer service is missing from Selfridges’ customer service. So what happened next? Nothing. Absolutely nothing. Selfridges response on here was meaningless. Selfridges actually don’t care that their Trustpilot rating is so bad. They do nothing to try and improve it.

Never shopping here again. Bought stuff from here for years, including a bunch of jewelry. Recently spent 2K on clothes. Took some to refund. They make you walk from till to till, no centralised service. Customer service on 4th Floor basically laugh at you. Do your shopping in SG or Dubai.

I have been a selfridges customer for about 20 years, but my recent experience with one of the sale staff was horrible. i was bullied and intimidated by this staff at the shoe department in selfridges trafford centre and this is the second time this particular staff has treated me this way. first time i bought a pair of shoes then noticed it was damaged and was advised to bring it back to the store, when I got there i came across this lady who was horrible to me, initially she was reluctant to look at the shoes when she finally looked at it even though it was clear that shoes were not worn, she immediately said i won’t give u a refund and trying to tell me that that is how the shoes should be until another staff member came and told her they were damaged that when she issued me a refund. The second time i saw a shoe on sale that I really liked but the size was smaller than my usual but the foot i tried fitted me, I then requested the other foot , unfortunately i mentioned something like oh this shoe sizes big i am normally a size 6 but this fits me and she when came with the other foot, she appeared facially angry and said to me while pointing her finger at me « i am telling you now this is a size smaller then your size and if you stretch this shoes i will make you buy it whether you like it or not » i was shocked and mortified as it was my first time experiencing such by a selfridges’ staff.
luckily another staff came for support .

I placed an order with Selfridges on Christmas Day as a present to myself - I was so excited to receive my item that arrived on December 29th and was very upset to open my package to find an empty box - I ordered a Pulsetto device that was received unsealed and the device missing, only the charger and connective gel in the box.
Since then I’ve been in touch with customer services multiple times, sent photos, returned the empty box on January 4th that I have the delivery receipt of that was received by them on January 9th and I still don’t have a Refund - I’ve had to waste a great deal of time and energy emailing them to which they say they are investigating. Investigating what, you sent me an empty box - very very poor on Selfridges side and would question ordering from them again.