Selfridges Reviews

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★★☆☆☆
1.9 / 5
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★☆☆☆☆

“The Worst Customer Service in the History of Mankind”

Written on: 22/09/2013 by edfilmsuk (2 reviews written)

I am writing this on behalf of my mum, who ordered a red DKNY purse for about £75. She ordered it online and selected the option for click and collect, which would allow her to go into the Oxford Street Selfridges to retrieve it. She went into the store and spoke to their customer service team who said they did not have the purse. They actually didn't have the purse in the entire store either. So, after wasting over an hour speaking to a guy called Josh who tried about 9 times to call some… Read Full Review

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★★★★★

“Amazing store with wonderful staff”

Written on: 04/09/2013 by Bernadettem (1 review written)

I visited your Oxford Street store in July, to buy an outfit for my son's wedding, which is in Paris this weekend. As i was looking around the ladies department a beautifully presented girl approached me and asked if I would like some help. Her name was Teodora. Nothing was too much trouble for her as she produced outfit after outfit until I was completely happy. Thanks to Teodora I have an outfit, which I not only love, but feel amazing in. Selfridges always have great staff and Teodora… Read Full Review

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★☆☆☆☆

“Not so good customer services!”

Written on: 19/08/2013 by Zeebeedee (1 review written)

I always look forward to going to The Selfriges store as I don't have one in my home-town so I tend to visit the one in Bullring twice a year to buy cosmetics and makeup. I went in very recently to purchase a new brand of makeup that was recommended by a friend but, to my disappointment I found the lady at the counter absolutely useless I stood at the till waiting for some assistance and she carried on as if I wasn't standing their!! By the way i was the only one in the que! and no one was in… Read Full Review

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Edfilmsuk's Response to Zeebeedee's Review

Written on: 22/09/2013

Disgusting customer service. I've just written a review, it'll show up shortly.

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★☆☆☆☆

“LOST MY WATCH!”

Written on: 07/08/2013

I gave my watch in for repair and the staff have lost it. I have been past from one departmental manager to the next. They have been unprofessional, Incompetent and negligent! I have NEVER returned to this store… Read Full Review

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★☆☆☆☆

“Beware 'sales item exchange policy'”

Written on: 12/07/2013 by Ingridm (1 review written)

My message is a simple one. Don't purchase goods from Selfridges in the sale unless you are in no doubt you will not wish to return them. I bought a pair of shoes and bag for a wedding last Saturday but the colour did not match my dress so returned to selfridges in manchestervthe following day. It had been explained to me at the time of purchase that a refund would not be issued only an exchange. However, I was dismayed to be told that this required I find another item of the same value £71… Read Full Review

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★☆☆☆☆

“So, a shoplifter am I?”

Written on: 24/06/2013

First off, a few facts. 1: in the last 12 months, I have spend a couple of thousand pounds in the fragrance department in selfridges. 2: in that time I have politely told staff that I would rather shop without their I interference. 3: I am a recognised customer. So why, pray tell did the following happen today? My visit today was due to the release if 4 new Tom Ford fragrances, a brand I have become a fan of and spent a good deal of money on. I was greeted by a member off staff that did not… Read Full Review

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★☆☆☆☆

“total igore my calls and emails!”

Written on: 21/06/2013 by qianchen (1 review written)

The poorest shop ever. Really cannot believe that a large company like selfridges have such a poor customer service. Never reply my emails and calls. And do not refund my return!… Read Full Review

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Pann's Response to qianchen's Review

Written on: 04/12/2013

I am in the same boat! I've been waiting for a refund for over 3 weeks now and still have not received it!!
I don't know what to do next? I've called, emailed etc yet have still not received anything!
I'm so cross

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Qianchen's reply to Pann's Comment

Written on: 06/12/2013

Their online customer services are poor! Go to their physical store, talk to their customer service, ask for manager to deal with it. Ask manager to call the online service team.

In my case, they finally partly refund after the store manager called. But they still own me 200!!!

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Undiscloseduser's reply to Qianchen's Comment

Written on: 16/12/2013

I must admit - i'm in the same position too. Many calls and emails to customer services - it's taken almost a month for them to acgknowledge my package has been returned via courier and they are now processing the refund. Unfortunately I do not have a Selfridges close by else that would hopefully have made the situation much better. Hopefully they will write an apology letter which will redeem part of their service - the purchasing side is very fast and simple!

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★☆☆☆☆

“Not impressed!”

Written on: 16/06/2013

Never had a problem with the Selfridges store in Manchester so I assumed the service would be as good when ordering online.. I assumed wrong! Placed an order on the Saturday with delivery set for Monday after paying a lot more than expected for delivery (with how much you pay for a product you would expect free delivery)I received an email on the Monday advising my item was out of stock. Very disappointed as when placing the order it showed as in stock! The email said rest assured you haven't… Read Full Review

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★★☆☆☆

“terrible customer service, unbelievable!”

Written on: 26/05/2013

The sales associate of Tory Burch on the second floor, Shoes Gallery, is so unqualified and shows no respect to customers. I asked for a size 39 but he brought me a size 9 in American size, which equals size 39.5-40. I didn't notice and took it home. Then the next week I took the unused shoes there again to change the size, he insisted that I've worn them cuz they looked a little bit dirty. I said I've tried them both in selfridges and home, but not used, so hoped he could try to clean them to… Read Full Review

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Evalyntan's Comment

Written on: 26/05/2013

It's Selfridges London Branch

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★☆☆☆☆

“Selfridges online shop - not top service you would...”

Written on: 19/05/2013

Finally Ordered my mulberry 'Antony' bag from selfridges online,after much reserch about mulberry and their products. arrived super quick after choosing standard derlivery service arrived day after ordering. But was greatly disappointed after spending £450 as bag was not the one which is displayed on the website which pictures the bag with mulberry tree imprint to bottom right hand side of the bag and adjustable buckle with mulberry printed in bass. The bag I received did not match one shown… Read Full Review

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★☆☆☆☆

“Poor...”

Written on: 26/04/2013 by aokewole (1 review written)

Very poor service for a well recognized brand. I ordered a 300 quid watch and paid £10 extra for a specific delivery slot for my anniversary and premium gift wrapping. Suffice to say that order arrived two days late, the premium gift wrapping was mediocre (a 2 year old could do better) and what is worse, customer services did not refund me for my additional delivery charge even after confirming it was delivered late. Shop at your own peril… Read Full Review

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Krakajaka's Response to aokewole's Review

Written on: 04/05/2013

If you ask them too they will. I did :)

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★★★★★

“Lovely, friendly, helpful!”

Written on: 16/04/2013 by CarlyLouiseGlen (1 review written)

Went into the Selfridges store at Manchester Exchange with the intention of just browsing at the MAC stand, ended up coming away with two products I had been looking at for a long time, I had two lovely, friendly and chatty girls helping me, one with the lipstick and one with the foundation. They were very helpful, offering to swatch the products on (ended up getting my face re-done.) I could not have been more pleased with the customer service there, usually I find it quite frustrating when… Read Full Review

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★☆☆☆☆

“Beware Selfridge's returns policy and buy elsewhere!”

Written on: 26/03/2013

After an expensive make up session for wife and 2 daughters my wife bought cosmetics. A £12.50 eye liner pencil broke within two months on the fourth use. the concessionaire was prepared to exchange but Selfridge's policy over rides this. What ever you buy there can only be returned within 14 days (I was advised). One can understand with a straight forward return but how can this be applied to a failure or defect in a product? I would recommend resisting the temptation to buy anything… Read Full Review

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★☆☆☆☆

“Poor Poor poor”

Written on: 12/03/2013

I bought a bracelet from selfridges in the trafford centre, wanted to take it back, went to take it back to exchange store in manchester was told i could not get a refund only exchange the exchange i bought was scratched and it had probably been on display they refused to exchange this. Awful customer service and sales people. Disgraceful snobby horrible sales people, i would not shop there again… Read Full Review

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★☆☆☆☆

“second floor DVF”

Written on: 11/03/2013

omg! have never seen such a terrible experience, extremly rude manager in DVF, worse than her was her manager! I will never go back to that department… Read Full Review

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★☆☆☆☆

“An absolute disgrace”

Written on: 27/01/2013

I returned a very expensive perfume Jan 7th 2013 and have as yet still not received a refund even though i have contacted customer services 4 times. No one returns calls as they promise they will, no refund appears and the lack of knowledge and care of staff is a disgrace!!!! Advice...believe the reviewers and don't shop here, they are not on par with the likes of John Lewis online even though they would like to think they are more exclusive… Read Full Review

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L1Zz1E's Comment

Written on: 14/02/2013

I had a similar experience before Christmas. The story I have would fill a book! Suffice to say that it has been the worst on-line shopping experience which I have ever had-and I do all my shopping on-line. It concerned a returned item (an expensive pair of shoes for my daughter) which was not refunded. I contacted Mastercard and a dispute was raised. I tried on numerous occasions to communicate with Selfridges-does anyone actually deal with emails or are there so many dissatisfied customers that there is a constant backlog? I even had a member of the customer services phoning me on 21 December saying that the returned item had been received but was lost-but that a refund would be processed. Nothing happened. To cut a long story short, Mastercard have credited the dispute amount (4th January)-Selfridges will continue to trade in apparent disarray and inefficiency. But hey, I have an e-voucher for £15.00 to spend at Selfridges-all I really wanted was a refund. I think not-in fact never again.

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★☆☆☆☆

“Horendous Customer Service - Trafford Centre Manchester”

Written on: 12/01/2013 by ShopaholicChick (1 review written)

Absolutely terrible customer service!! I purchased a pair of Kurt Geiger designer shoes, I tried on the one off display which fitted so asked the sales assistant for a size 6 and paid for them. When I got home and tried them on, I went to walk in them and one of the shoes went under leaving me with a very very sore twisted ankle. I drove the hours journey back to the Trafford Centre store at my expense to retun the shoes. I returned them to the sales assistant on the shoe counter who then got… Read Full Review

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★☆☆☆☆

“Selfridges On Line”

Written on: 06/01/2013 by DannyMc (1 review written)

DO NOT USE THIS COMPANY - My daughter ordered shoes priced at £145.00 as part of her Christmas present but they were delivered damaged and it took several abortive attempts to have them collected despite following the instructions given by the on-line staff. However,the issue is that now that the shoes have been returned my daughter has been informed that she will have to wait up to two weeks for her money to be refunded !!! I would like to add that the lack of customer service demonstrated… Read Full Review

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★☆☆☆☆

“Awful Customer Service at Sefridges Trafford Centre”

Written on: 03/01/2013 by PaulD49 (2 reviews written)

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… Read Full Review

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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

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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!!

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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!!??

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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!

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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.

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★★★★★

“Excellent customer service”

Written on: 28/12/2012 by fraudpreventer (3 reviews written)

I visited the Birmingham branch of Selfridges quite a long time ago and was just having a browse in the cosmetics section. I started to talk to a lady on the Clinique counter and all I can say is that her customer service skills were fantastic. I did not know about this site as I would have immediately put a review on here as it was a while ago. She was extremely patient and gave an honest opinion. Good cutomer service is easily recognised as all too often it does not exist… Read Full Review

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