selfridges Reviews 3,806

Absolutely disgusting and incompetent company. Zero communication about orders, orders being cancelled due to stock levels even though the products still show as in stock. Extortionate shipping prices that take the absolute piss to be dispatched and delivered. For a company that supposedly sells designer products like chanel, i’ve had better communication, customer service, delivery time and overall experience with my food shop order. This is disgraceful, I will never EVER order with this abomination of a company EVER again.

TLDR: delayed delivery, no resolution and false promises from support, support is dismissive

April 18 -- Ordered an item with Click & Collect delivery on next day
April 19 -- promised collection date
April 20 -- status: On Transit to Store; first contact to support, promise to update in 48 hours
April 22 -- same status; no update; second contact to support, told me that they will check and update;
April 24 -- still status: On Transit to Store; no updates;
April 25 -- went to store to figure out what is happening; desk employee told us, that item was ready to be collected, and website had a bug.

Funniest part: there was a different item in the box that I received: i.e., ordered yellow sneakers, but box had black ones

Returned the same day, was promised a prompt refund.

April 27 -- date of this review, refund still not received.

Also, I don't know what additional detail the auto-response in the comment below is expecting from me.

Order 226306495

Selfridges have become increasingly slower to send out orders. I made 3 orders during the weekend, I was notified today, over 3 business days later that my orders had been cancelled due to a lack of stock. I paid by PayPal and the email said I would receive a refund on a gift card. Wrong! You only receive a gift card refund if you purchase online and return in store per the Selfridges website.

I made a couple of orders 4 months ago that due to illness I was unable to pick up from my local parcel shop. They have confirmed they no longer have the parcels, per DPD tracking they are supposed to still be in the store, that’s incorrect they should’ve automatically been returned to Selfridges. So I’ve had to write an email to Selfridges CS about this, still no response.

Abysmal service, check your refunds with Selfridges carefully. I pay £10 per annum to receive free delivery including free next day delivery, you are failing big time on this.

Update - have now emailed their ‘customer services’ around 9 times - all ignored. Phoned them and the guy said he will personally handle my case - that was a week ago and he never came back to me 🤣 at this stage I’m starting to feel sorry for selfridges because are they just paying staff to ignore customers?? I’ll now be filing a small claims court claim against selfridges and they can explain to the judge why they think they can steal from customers.

My order was due for delivery 9 days ago. I reached out via chat to advise them I had not received my order. They stated that they would provide me with an update but I have not heard anything since. I have reached out via email 3 times and just receive a response from a bot and nothing further. Genuinely appalled by this service and I will be reporting to my payment provider.

Never again
Where do I start with this complaint. Your customer services team are lovely but Thier hands are tied because there is a lack of response from other teams and systems not connecting. That said I will never shop with Selfridge's again.

Tried speaking to chat, rude abrupt and end chat without giving me and resolutions.

Ordered 21st for store pick up on 22nd running late but no tracking updates none had a timeline and chat couldn't or wouldn't help. So on 22nd I went into the store and spoke to click and collect,.lovely guy very helpful. This issue is on our end as soon as it comes on I will route it to your billing address and confirmed it was WA89WX house number 62.

Next day email from Mohammed saying we have shipped from store...great sounds good.

DPD email the confirmation but to the wrong address... M29 8SJ number 11. I have since tried DPD and selfridges 6 times in the last 16 hours to say this isn't my address and yes I loved at number 1, 5 years ago but why send there when we agreed billing address.
Been on phone to customer services since 9...none can help. None has access to the store DPD system and the store won't pick up the phone. customer services can't see the delivery their end at all.
The item has now been delivered to someone I don't know on a city I don't live in and with no way for me to contact them. I am offered an apology which isn't good enough I want a full refund I am.mot driving 45 minutes to pick up a parcel that you messed up when I don't even know the people who live there!

I told the agent I will give him until 3pm to solve but guess what no call or email or any offer of help to rectify their mess...avoid not the company it's used to be

Since posting this on hey have been InTouch resolved and given full refund so I will increase the stars by one but still won't be returning

Bought a £1000 necklace for my wife for our anniversary, I paid for next day delivery, order didn't arrive until 4 days later.
As it was late I returned the item, it's now 3 weeks later and still no refund. After wasting 40mins on the live chat waiting to speak to someone I called up, I was told the item arrived back over 2 weeks ago but because it came directly from a store the store 'haven't got around to it yet' so it's been sat in the store for 8 days and still no refund.
I could have bought the item elsewhere but I thought Selfridges would be the best for service, it's been the complete opposite- now I simply must wait for the staff in store to bother to open the package and refund the order. They don't tell you this on their website, they are just holding onto my money and have no impetus to provide a level of service you would expect.

Visited selfridges in the Trafford centre and went to the Estée Lauder stand. I was greeted by the sweetest lady called Nicole who was so kind and helped me colour match my correct foundation. She was amazing!!!

I don't understand why I paid for next day shipping if this is the second time that they have not been able to deliver my package the next day.

I recently had a disappointing experience with Selfridges customer service following the purchase of a fine wine. Unfortunately, Selfridges declined to assist, relying on the time elapsed and suggesting that I obtain an “expert report” to prove the fault.
What was particularly disappointing was the lack of flexibility or goodwill. Given Selfridges’ premium positioning, I had expected a more considered, customer-focused approach rather than a strictly policy-driven response.
A disappointing experience overall, and not one I would have expected from a retailer of this standing.

21/04 I replied to the Selfridge note below (Matthew) but I got an AI response.

I’ve ordered a jelly cat , and payed 9,95 delivery to get it in time . Didn’t get it .
Contacted them and they were so rude , ended the chat , I will never be=ver use this site again … and prey the jelly cat arrives 39,99 worth

Giorgio has provided an outstanding level of service! Balenciaga you should be proud of your employee.

I placed order today but reivews were that bad I cancelled just don’t need hassled prob as I have had 4month wait on refund from another company

So after the good news yesterday sadly this.
I am going to start a fundraising page for everyone on this feed to hire a private detective and Fortune teller to find our missing orders

Dear Andrew,



Thank you for contacting Selfridges, I hope you are well.



I am sorry to hear that there has been a delay with you order.



Over the Easter holiday, our distribution centre has been closed due to internal work on their systems. This has caused a back log and delay with our orders and unfortunately has affected your order.



Unfortunately, there is not anyway we can push this shipment for delivery, please allow more time for an update.



Your patience and understanding is appreciated.



I apologise for any distress and frustration that this situation has caused you.



If there is any further enquiries you would like to ask, please don't hesitate to get back in touch.



Thank you,

Kirsty

Selfridges Customer Services



Update call number 9
Lynette I can only assume got lost along the way and couldn't reply .
So once more press three.
Better response than before
No I here you say another unfulfilled promis
drum roll my wife's surprise gift is on an allocated pallete.
Sadly the surprise element is a distant memory.
Come on Selfridges its over to you funny thing they cannot refund or offer anything in regards to compensation until the package has been delivered

Shamas Sham Aziz the head of customer service.
Please act on these complaints. 7 calls to date no solution on when my gift to my wife may arrive
So my experience simple ordered two items online cardi and Trainer's. 150 pounds meaning free delivery.no 6.95 delivery charge that can only be removed on point of delivery.
Here lies the problem no items delivered still waiting no time given.
That was 4th April.
7 calls later still no email apology for late delivery not time frame of when we can expect my wife's gift
Phone team fantastic job of listening but still no real timescales.
Latest cardigan arrived unannounced no email to say it was on its way by pure chance someone was home.
So Selfridges what is going on
Our last call promised a call back guess what ?
Correct no call no time line told to give it another week the call
That will be number 8
Please press 3 for customer service

Update- a customer refund has not been issued (as promised by Jack), and I have received an e-mail confirmation that my order has left the building when I asked for it to be cancelled.

Absolutely shocking customer service. I purchased a jelly cat along with a year of unlimited next day deliveries only to be informed by Kirsty (customer services) that due to a new computer system and a backlog in Easter orders the order will not be received for another 4 days and they cannot refund me due to the order being processed. I then spoke to her manager, Jack, and he is arranging for a customer refund- but I will not be returning to Selfridges and will wait until my refund is processed. It’s another brand that has followed the trends of Debenhams!

Terrible company, avoid at all costs! My order that I paid for next day delivery still hasn’t arrived after two weeks despite numerous promises from customer services.
Edit: don’t take any notice of the selfridges reply - the customer services are no help, I’m starting to think they must be in financial trouble!

Wish I'd of seen all the negative reviews before shopping here, genuinely concerned after reading all these, I place an order ages ago for an expensive perfume, due delivery date came and went, I can't get in touch with anyone real it's all Ai, so essentially they've robbed me, absolutely appalled considering it's a luxury store, never seen such a poor trust pilot rating, I'll stick to harrods and elsewhere from now on and will be doing a charge back with my bank.

Five star experience at selfridges. Please visit. Very fun to browse around. Especially top floor Jellycat. Staff members are friendly too. Had a lot of recommendations and gift ideas from zainab.

So Frustrating!!! They sent the wrong item , but it said the correct item on the delivery note. So I opened it. Now they refuse a refund because the shrink wrap over the box has been removed, because I opened it, believing they had sent the correct item I ordered. After four calls I made to them no one has called back, but instead an email has been sent to say they are not refunding me. The item they sent is selling in their store in London for £400 more than the item I ordered ! Now, when speaking to the fourth customer sales representative, she told me that Smartec, their dept, who admitted in sending the incorrect item, does not have a contact number for her to call to check if they do actually have the item I have paid for. It’s 2026. Their tech department is not contactable by phone. Allegedly. I am close to £400 out of pocket and without the item I want. I still have the wrong item, but to me it’s useless , I am not sending it back until I have it in writing they are refunding me, but as each day goes past that’s looking unlikely. My next stop is to contact the CEO, then Trading Standards quoting Statutory Rights 2015. A company that was started by a man who coined the phrase “ the customer is always right” is most definitely not doing right by its customers as these below 2 stars show. I wish I had read these reviews earlier. I would never had gone near their website. I trust you won’t either having read yet another 1 star review. If there was a 0 star review I would be choosing that one.

Placed an order for a friend’s birthday gift on the 6th April. The order stated ‘pending’ long after any estimated delivery date had passed. I repeatedly kept trying to contact customer services but was blocked by their AI response each time. I emailed customer services to request this be looked in to and escalated. No reply.
They already charge an extortionate fee for standard delivery, so for items to then not be delivered and no opportunity for a refund is appalling.

I am deeply disappointed with my first experience with Selfridges. After placing an order and being promised a specific delivery date, my shipment is delayed without any tracking number provided.
When I contacted live support, the agent (Miruna G) was incredibly rude. She admitted there was a 'system issue' on their end causing the delay, and when I explained that I am traveling for Hajj in two weeks and requested to speak to a supervisor, she simply closed the chat on me!
This is unacceptable behavior for a luxury retailer. Taking money from customers and then ignoring them is shameful. I need my order delivered immediately or a full refund. Order 225632087