Review Time
I can’t believe this is actually happening! Totally dissatisfied with the customer service . I bought an item last Sunday , on 26th of November . Today is 1st of December and still didn’t get my order . I also paid €25 express delivery . Now when I’m trying to track my order it says not correct address , although I have given them a full address with eir code and everything. Also no any response to emails . I expected a different customer service from such an expensive brand .
Ordered online during sale, didn't receive my item. They refunded and I went ahead to buy a full priced item with 0 compensation / discount codes or anything. When someone purchases during that sale time and the brand doesn't deliver the LEAST they can do is say you have a certain amount off as it was their mistake. NOTHING, terrible service.
I walked into the flagship store last Friday at around 4:30pm and had what can only be described as a ‘Pretty Woman’ moment. Admittedly, I wasn’t looking my best having arrived on a very early train from Manchester but my foot was barely over the door when I was greeted by a shop assistant saying, ‘I’m sorry but we haven’t got a sale on.’ I asked her why she said that to me and she claimed she thought I’d asked. I hadn’t even opened my mouth so that was just her thinking on her feet!! I have never felt so judged in all my life. I was so upset and told my friend how I was feeling. I didn’t want to be deterred so went into the fitting room to try on and whilst doing so my friend tackled the assistant. She claimed that she thought I’d enquired about the sale and reported that a lot of people had been enquiring as it was Black Friday. I came out of the fitting room and received no apology. We left empty handed. I am sure that she isn’t representative of the whole company but she soured my experience and no sale followed as I wasn’t in the mood by this point. Perhaps management need to offer some training on the meet and greet offered. Conversely, I had the most amazing customer service at Fortnum’s where the assistant could not do enough for me, running around checking for items. No sign of snootiness or judgement whatsoever.
I’ve had one of the worst ever customer experiences with Self Portrait. I payed for my purchase via Apple Pay, where a wrong address was stated. I emailed the customer service to change the address 6 mins after confirmation. My last email in our conversation was 15 minutes before the they close, however I only received the reply next morning that the address was not going to be changed. I was desperate as I needed the bag I ordered for a special occasion so I wrote on WhatsApp and called too. During the call I was told that my package would be sent back to self portrait’s warehouse and I’d get a refund, I was suggested to purchase a second bag if I wanted one… surprisingly I received the delivery few days later…. When I’ve already ordered the same bag from Farfetch ( which is cheaper due to no delivery costs and works better). Funny fact is that when I opened my deliver (the box in horrible condition) the authenticity card placed in my bag was for a different one! If you’d like to know what else went wrong, it’s the tone of voice on WhatsApp . As I’ve mentioned I wrote them too and although they generally tried to write in a friendly manner pointing out and even underscoring customers mistake is not a proper thing to do for someone in sales. Overall, it’s much better to buy their products on other platforms.PS The first (and last in my case) purchase promo code it difficult to use. I didn’t manage.
I don't understand how the rating got 2.7 this low. This morning I experienced one of the most efficient customer services I have had in my entire life. Since I ordered the wrong size (partly due to the website not displaying whether it is US or UK size) that led me chose the wrong size.I quickly left a message to the customer service to see if I can make a change or else simply refund and then I can purchase again. The customer representative Obuineke addressed my concern effectively and had successfully refunded the amounts to my credit card. I can't thank more - as the purchase was pretty huge and it would give me a lot of anxiety if it wasn't successfully refunded.
Worst customer service experience ever!The measurements given for a dress were not correct and differed by 15cm (at the hips) from those given on the website. Nevertheless, you have to pay the return postage yourself (approx. €30 from Germany). After a long discussion via WhatsApp, in which I was first blamed as the customer, I finally received a return label.I also tried to use a 10% discount that newsletter subscribers are supposed to get. This didn't work and instead of sending me a valid one, I was asked several times if the email address was correct, if I was buying sale items, if I was on the EU site and not the UK site, etc. Not once was it considered that the error was not mine or the user experience is not the best. After a long discussion, I got a valid code, but when I entered it, the shipping costs suddenly increased by €25. This is not what customer service looks like! Then don't bother offering a code and don't steal customers' time with your chaos.Response to your response: saying „I am getting angry now“ after getting asked the same questions twice, after being asked to send several pictures and having to prove myself etc. is nothing I would call „rudeness“ or „aggression“. Also that threshold should be stated in the process but a note of „shipping will be free of charge from a spending of xx€ onwards“ is nowhere to be found.You are a luxury label and so should be your shopping experience.
Outstanding customer service from Jared who went out of his way to help in a tricky situation.His empathy and understanding means I now have a very happy wife with a lovely new dress.Highly recommend this company both for the quality of their dresses and great support.
Awful customer service! I wore my dress once the zip broke within an hour! Went to the shop as I was in London wouldn’t offer any refund or replacement as I brought online! I had to send it back to head office said they would fix the zip and wouldn’t offer a replacement.It’s been 7 weeks and they still haven’t fixed the zip or offered me a refund! £350 dress which I don’t have… be very careful with this brand!
I placed an order from Self-Portrait, it was the first time I got something directly from their site and not from a third party. Unfortunately the dress was way too big and I had to exchange it for a smaller one. Their customer service is very good, they are fast and polite but I think that it is unacceptable the fact that they do not offer free return/exchanges for orders placed outside the UK. I had to pay 130€ more to send the dress from Greece back to the UK. I only hope that the new size I am waiting will be right or else I will have lost much money without having bought anything. They should definitely fix this. Many UK websites have found a solution and so should Self-Portrait.
Horrible returns policy clearly no confidence in your products. And clearly no care for your customers. The perfect example of a brand that is profit greedy to rather have a customer be stuck with an unworn unwanted dress than to offer a returns policy like every other retail brand based on 30 days return. Super arrogant shop manager at Duke of York Square and the customer services representative at headoffice is even worse. No idea who hired these incompetent people but they certainly contribute to letting the brand down. It seems this brand has forgotten that customers are spoiled for choice when it comes to retail. Why shop with a brand that doesn't care about you (and the joy of your purchase) if other brands do! Never again!
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