Awful Customer Service at Sefridges Trafford Centre
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“Awful Customer Service at Sefridges Trafford Centre”
★☆☆☆☆
written by PaulD49 on 03/01/2013
The Manchester Trafford Centre branch of Sefridges gives awful customer service, has a rude and arrogant floor manager Ms C Hughes, and unresponsive floor staff who don't follow up as promised (Erlinda). I bought a Barbour jacket for my wife as a Christmas present on the 11th December. It didn't fit so we took it back on the 30th December only to be informed that we could only exchange...this would have been fine but for the fact they had no stock of the correct size! (in fact stock was ridiculously low in all styles and sizes except 6 and 8). We then asked if they could order the correct size? The answer was no but they could call the other branches to check stock and call us back. There was still no call after two days so we called them to be told there was no stock anywhere! Really, really awful attitude and service levels...DO NOT SHOP AT SELFRIDGES if you expect even the basics of customer service. I have since tried calling the Head Office only to hang on for 3 minutes to be told in a recorded message that 'due to circumstances beyond their control my call cannot be answered' Do these people realise this is the 21st Century? They need to sort their stock control out, sort their staff's attitude and get a phone system that works!
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Jaffajewels77's Response to PaulD49's Review
Written on: 03/01/2013
I totally agree my husband bought a pair if uggs As my Xmas present too big tried to change no stock to be told delivery would be today of more uggs we went back today no uggs !! Cud only exchange till 6 th January then tried to exchange for a Barbour jacket no stock then Thomas sabo bracelet had no mediums will not shop in there again I found the shoe staff on 1 st visit very unhelpful like they couldn't b bothered I will be calling selfridges as it just doesn't seem right tere fault no stock not ours
Pauld49's reply to Jaffajewels77's Comment
Written on: 04/01/2013
This seems to be a standard at Selfridges! I have since e-mailed their customer services team (as they can't answer their phones!) I will keep this forum posted with any updates...not too hopeful though!!
Pauld49's reply to Pauld49's Comment
Written on: 07/01/2013
Four days now since I sent the complaint to 'customer services' at Selfridges, still no reply!! Does anyone at this company actually care!!??
Pauld49's reply to Pauld49's Comment
Written on: 07/01/2013
Finally got a response (no help or answers yet but at least an acknowledgement) from the Selfridges FaceBook page. Suggest if you want some contact from this useless company leave a comment on their FB page at least the Social Media team will respond unlike the customer (dis) service team!
Pauld49's Response to PaulD49's Review
Written on: 10/01/2013
Here's the answer from 'Customer Services' NO ACTION just platitudes!! I've asked for my money back, see how I go on???
Thank you for your email, and please accept my apologies for the delay in response.
Further to your enquiry, I would like to assure you that I appreciate and understand that this is an ongoing issue and have contacted the staff in the Manchester Trafford Centre regarding your experience. Please be assured that this matter has been escalated to the floor manager. Please also be assured that further to your enquiry I have contacted our stores other than the Trafford Centre (Birmingham, London, Manchester Exchange) and unfortunately they also do not have this particular item in the size you require.
After speaking to the staff today at the Manchester Trafford store, this matter has personally been escalated to the manager at Barbour who has your contact details, and the staff would also like me to assure you that if the size for this item comes back into stock in the size you are after they will certainly contact you to let you know as a matter of urgency.
Unfortunately we cannot say for certain exactly when and if this stock will come back into store as this was a very popular item where supplies were limited. It was also explained to me that we would only be able to have this size back in stock if it is given to us by our supplier, and as soon as it does the staff at Barbour will certainly contact you as a matter of urgency to let you know.
Please accept my sincere apologies for your experience in this matter and if there is anything else I can do, please do not hesitate to contact us.