Review Time
Selfridges calls itself a provider of a “premier shopping experience.” In reality, this has been a premier panic attack and antidepressant experience.
This started with footwear that caused a physical injury. When I returned it, instead of a proper refund, I was pushed into an endless cycle of complaints, concierge emails, and promises that were never honoured.
They promised four refunds:
One was issued as an e-voucher instead of the original payment method (only half of the amount, and later something happened with it so i cannot use it anyway).
Two refunds never arrived at all.
The fourth turned into another ordeal when I attempted to collect the order and was refused, despite having the gift card, confirmation email, and full account access.
Previously, the gift card itself was sufficient proof. Now, apparently, even that — combined with account access and order confirmation — is not enough. The process feels arbitrary and obstructive.
After seven separate interactions, I am still without my money. Instead of resolution, this situation has caused significant stress, wasted time, and serious impact on my wellbeing. At this point, it appears that issuing a Small Claims Court claim may be the only way to recover my funds.
This is not what anyone would reasonably describe as a “premier shopping experience.” It is a chilling nightmare where customers pay premium prices and receive delays, broken promises, and unnecessary distress.
Avoid if you value your money, your time, and your mental health.
!!BE VERY AWARE OF CLICK AND COLLECT POLICY!!
I’m not sure how prominent it is when purchasing online what the click and collect policies are as my wife ordered a sub £25 toy and asked me to collect it as I work in London.
As it turns out she paid by Apple Pay and in which case only she can collect. Staff and customer service are less than helpful in assisting you.
Requesting to pay with alternate methods, verify via phone call and paying for it to be posted were all refused by the store.
There only solution is for it to be collected in person or wait the 7 day collection period and order online again.
For info this is a limited edition toy which is sold out (although one in her name at the collection point) which can’t be ordered again
Really disappointed
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.
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.
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.
I've been having a great experience shopping the Selfridges sales online. Really good quality items at competitive prices and being part of Selfridges +, it includes free delivery, so good value for me as a customer. The wrapping and presentation has been good too.
The only reason I have not given the full 5 stars is that with me spending a great deal of money, there's no rewards scheme tailored to a customer like myself. There is the Unlocked experiences, however they don't cater for anyone who doesn't live near a central location where there is a store. I have just scanned through and there is not one single experience I can benefit from, all are at locations in London, Birmingham, Manchester etc. What about customers outside of these cities? This is something that needs to be looked at so everyone can benefit. Thanks!
This has been incredibly frustrating. I purchased these headphones brand new, and they simply did not function. They wouldn’t connect properly to my device or any other device I attempted. Naturally, I had to open the box — how else could I verify if the headphones work? Despite this, my request for a refund was denied because they were deemed “opened and tested,” which is completely illogical. A new product should not be defective, and a single test to confirm it doesn’t work should not invalidate a return. Being informed that their team “found no fault” completely disregards my actual experience as a customer. This feels like a convenient excuse to evade responsibility for a defective product. I anticipated much more from a service with such a reputation, and the customer support surrounding this has been truly disappointing.
I made a purchase online, and two days later, I received an email from the delivery service stating that the item was returned due to a problem with the parcel. I reached out to the online support team on two different occasions over the last two weeks, and each time, the representative assured me I would get a follow-up email within 24 hours after consulting with the distribution department. I have yet to receive any follow-up and am struggling to get a refund. I would strongly recommend avoiding this situation as it’s not worth the hassle or stress.
After two weeks of waiting, there was no delivery. The courier is returning to the seller without making any delivery attempt or providing a reason, leaving me waiting six days for clarification. This has made for a very disappointed birthday celebration!
My son gifted me a carousel candle for Christmas, priced at £74, but it arrived damaged and marked with grease fingerprints. The quality was terrible for the price, and it didn't even include a candle! He felt terrible because it seemed like it was from a discount store. I'm not looking for compensation or a return; I just want to warn others.
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