selfridges Reviews 

I had an excellent experience at Selfridges thanks to one of the sales assistants: Kat. She was very welcoming and offered helpful advice, making the whole shopping experience enjoyable. Thank you for the outstanding customer service!

I am writing this review in total frustration after being completely ghosted by Selfridges for weeks.
I contacted their support team on June 23rd regarding a faulty Prada bracelet that I purchased. I received a response stating they aim to reply within 72 hours. It was three weeks of hearing nothing despite multiple follow-ups. I eventually called and got through and was told I’d receive a courier to collect said item. Five days later they tell me they need the last section of the receipt with no reference to the previous conversation and still no resolution. I’ve had to call twice more and still don’t have a final answer.
It is completely unacceptable to sell a faulty product and then completely cut off communication when a customer asks for a refund or replacement. I am now going to lodge a formal complaint.

Great customer service. I had a problem with one of my 6 fragrance samples and it had leaked and they refunded all off them. Only bad thing was a bit slow in response but I’m very glad with service,

Placed an order for delivery on a specified day. Order did not turn up was told it would come on the Monday stayed in all day did not turn up. By Wednesday it had still not come account states awaiting despatch even though I had been told it had been despatched. On the Wednesday told it was being sent back to selfridges they have not refunded over a week later even though they have confirmed they have the parcel.

Emailed customer service 5 times no response absolute diabolical service. Still no refund when they told me it had been returned to them by DPD

So disappointed. Bought an expensive body spray from phlur for my mothers birthday and it caused her genuine hives the size of cysts, and i threw away the product as advised by a health expert (pharmacist) contacted customer service. They wont give me a giftcard or refund me since I threw the product away even though i was advised to. Really just let down by this whole experience and absolutely fuming I spent 40£ just for nothing.

Ordered a TV with delivery for the following day for it not to turn up. I only ordered from them because of their quick delivery. When contacting a rude (Alin) customer service agent they said they can’t say when it will be delivered and T&Cs state that delivery can essentially be anytime. I suggest Selfridges don’t state a delivery date then as this is false advertising

Received a present while i was abroad, unfortunately needed an exchange- selfridge return window is so short that i was still abroad and couldnt return in time.

Poor in store service, poor response from customer relations team, no empathy and no pragmatic solutions proposed. They might as well have not responded.

0/10 would avoid completely, shop elsewhere.

After asking me to submit a further email to customer service - selfridges still refuse to issue me a refund despite not being able to prove any outdoor wear on the shoes that I purchased and returned within a few days of receiving them!

The shoes were returned in the condition they were sent yet I am being penalised for their carelessness!

Any attempt to reach me on here at this time is performative.

The customer service experience from selfridges is appalling, they lack common sense when dealing with practical issues.

Extremely disappointed and will no longer be purchasing from here despite me being a loyal customer of many years!

Check the price on the lable of your item to what you paid online

Ordered a skims bodysuit paid £94 it came and the label was half covered by a black sticker so i removed the sticker to see a price of £86
Complained on live chat to be told i will be refunded the difference then the chat was rudely shut off when i said that is not good enough as some people may have not checked when Selfridges is such a big well known company you do not expect to be over charged

I would have given zero stars if that were an option. I paid for Selfridges Plus delivery, but my order never arrived. Instead, it was marked to be returned to Selfridges without ever being delivered to me. This was extremely disappointing, especially considering I paid for a premium delivery service. I expected a much better experience and customer service.Not good enough.

Simply terrible. Placed a £720 order on a sunday, no option on checkout for next day delivery or anything. Called customer 2 days after placing the order, asking them if i can pay more to have my order delivered next day because it is a birthday present but they said there is nothing they can do because once an order is placed, they can’s make any changes! Please note that theres a £6 pound delivery charge anyway. Apparently you have to pay £6 to have your order delivered hopefully within 4 days. That’s simply ridiculous

Terrible customer service! I purchased a bag from The Row in Selfridges and asked for the bag to be shipped to Qatar. They told me it would be dispatched in a few days. A week went by and I didn’t get any tracking information. I contacted customer service, and it took them 10 days to get back to me only to say they’re looking into my case. I contacted them many times within the 2 weeks since I made the r purchase and each time they said the same thing, just to wait. I finally found the contact number of the sales representative and reached out to her myself to ask about the whereabouts of my bag, which I paid over £2000 for. She finally said the bag is being shipped and gave me the tracking number. She had forgot to send it. U til now, Selfridges customer service has still not got back to me. I had requested a refund for the shipping fee and they have not responded to my emails. It is extremely horrible customer service and I will not be making any big purchases from here anymore.

Some products are advertised misleadingly, using a photo of a product that you will not receive, however as this is covered in the fine print there is nothing that can be done. The delivery fee is astonishing and upon receiving the incorrect item, which was incorrectly advertised, if you return the item, you are not reimbursed for the delivery, which was the same price as the item! Absolutely disgusting practices by such a big company!

First of all I'm sorry I have to complain about an inquiry relating to a stock check at Selfridges London store
I believe Selfridges have a no stock check policy over the phone but I still went ahead and called 07 I can't remember how I got this number
I spoke to a female staff member I tried to explain about my inquiry she dominantly said she only works with the food hall she kept on stressfully going on about how busy she was and how the summer 2026 sale has had a busy impact on the store
I requested to speak to the menswear department manger she wasn’t confident to do so instead she put me through a female at concierge
I had a call back from her she successfully understood what the brand and item I was after because I made a suggestion so she can take a look at the item on Google images
She called me back with good news and bad news which was the item is in stock but has to be purchased in store she explain she's been through all avenues and explained the policies on sale items and started stressing how busy the store is she repeated herself more than twice to end the conversation she said she'll try and get someone from personal shopping to contact me because they are the only ones that can do a sale over the phone at the moment their fully booked with appointments
So I ended up calling on the 07/07/2026 on the same number I got recognised by same female that works in the food hall she said she'll pop to the brand I'm after and she'll call me back I received the call back from her she couldn't find the item she started saying most of the sales gone
She didn't ask about the item I was after nor she looked up online (Google) spoke to staff and presumed the items sold
She accused me of not being clear in the first place regarding my inquiry and said if your assigned to Selfridges we could've emailed you a payment link I said no one suggested that at the beginning so she started moaning about holding sales items is a sackable offence I don't recall asking anyone to hold the item for me
She said I've got to see to someone again stressing about being busy I don't want to get in to a argument I'm ending this call and hung up
My question is, is this how Selfridges treat their customers
I work in hospitality if I treated a member of public in this manner I would be facing a disciplinary and a possible dismissal
I went through all this trouble over a stock check and concierge staff knew the brand and had the item to hand in my size and couldn’t find a solution to put the sale through I've had a look at the public reviews online in general for Selfridges it's disgusting how the staff get away with being disrespectful towards people that are willing to purchase at Selfridges in all aspects
If for any reason I was being inpatient that’s because I was frustrated and eager to buy an item that went into the summer sale at an affordable rate and there’s nothing wrong with that

Still waiting to hear back from “Jenny” who has failed to acknowledge my email or my follow up email or in face deal with the issue. I’m shocked at how poorly they treat their customers. I shall certainly think again about shopping with them.

An item purchased at their store is faulty and manufacturer advised me to go back to Selfridges. I’ve supplied the receipt and the email trail and then not heard a peep.
Terrible service.

I am extremely disappointed with my experience with Selfridges.

I returned my order using the prepaid return label provided by Selfridges, and the Colissimo tracking confirms that the parcel was delivered to their returns facility on 9 June.

Since then, I have spent weeks trying to get a clear update on the status of my return. I have been told multiple times that the issue was "being investigated" and that I would receive an update within 24–48 hours, but no follow-up ever arrives. Every time, I am left having to chase customer service again with no real progress.

The communication has been inconsistent and unhelpful, and despite the parcel being delivered to their returns facility, there has still been no clear resolution or explanation of what has happened.

Overall, this has been a very frustrating experience, with poor follow-up and a lack of accountability. I expected a much higher standard of service from Selfridges.

Well they told me in writing "get back to you in 72 hours" and in goes without saying they didn't...in fact a week later silence reigns supreme..I even tried their live chat..it would be hilarious if it wasn't that dreadful.. which does makes me wonder what senior management do all day and whether they ever get to see the constant stream of truly awful posts that appear on Trustpilot..on the other hand perhaps they do and the official tactic is.."we are Selfridges, we don't have to care and if we ignore you long enough, you'll all just go away.."

Very bad experience on Selfridges website. I placed an order for next day delivery and paid via PayPal. I received no order confirmation and waited on the online chat to speak to someone for over 15 minutes to be told all they could do was wait until another department opened up Monday morning for them to deal with it. Money has been taken from my PayPal account and I won’t get what I ordered for my child’s birthday now. Even paid for unlimited deliveries. But that will be cancelled as I won’t buy from Selfridges again due to receiving awful customer services. Even after I explained what my order was for :(

Terrible with particularly poor customer service which is clearly designed on an understanding that customers hold zero value to Selfridges. The overall score here could not be more accurate and is still possibly too generous.

When they repeatedly fail with ‘next day’ delivery you know things aren’t going well when customer service have to quote their T&Cs confirming that ‘next day’ doesn’t actually mean that at all. Just a thought but maybe they should look at fixing the problem.

I would seriously consider other options before ordering and be very careful if you need (are hoping for) a delivery on the timelines you have ordered with.

An awful experience and customer service were contacted prior to this review so I am not expecting any comments about ‘happy to help’ below. They proved that ‘help’ is not something they offer.

Great, painless shopping experience. I was done in 10 minutes. This was at the branch on Duke Street in London on Saturday 4th July 2026. Excellent customer service.

Bella at Jelly Cat was extremely efficient and helpful and answered all my questions.

Elisabete at the Kylie Jenner stand was so warm and knowledgeable. Knew exactly what I was searching for and provided more recommendations as well as directions me towards the Tiered system.

Both staff members are credits to the organisation.