Selfridges Reviews

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★★☆☆☆
1.8 / 5
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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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★☆☆☆☆

“WORST ON-LINE SHOPPING EXPERIENCE BY FAR”

Written on: 20/12/2012 by L1zz1e (1 review written)

Sadly this forum does not offer me the option of giving NO STARS. I thoroughly agree with the other reviewers who have had similar problems. My story is so long that you would lose the will to live reading it! Lack of information, communication and a refund of £204.95 prompted me to pass my problems on to Mastercard who have opened a dispute with Selfridges. I would definitely not recommend Selfridges on-line and advise them to stick with their High Street shops… Read Full Review

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Loulatoffs's Response to L1zz1e's Review

Written on: 21/12/2012

I have also had just the worst service from them. Repeated failures of service that has taken place over the past four weeks. I have E-mailed the chap who heads up the online service.....guess what he leads by example, he hasn't responded either!

Total shambles, wish I had gone to John Lewis.

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Nw20's reply to Loulatoffs's Comment

Written on: 13/02/2013

I have also had ongoing issues with their customer services regarding an undelivered order. Please could you give me the name of the man you contacted who is head of the online service? The people I have spoken to so far on their helpline are quite frankly incompetent.

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Sortthis's Response to L1zz1e's Review

Written on: 28/12/2012

I utterly agree Selfridges online is awful -Lazy -innefficent and smug -I am calling head office on Monday!

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★☆☆☆☆

“Poor Delivery and Customer Service”

Written on: 13/12/2012

Having ordered 5 items from Selfridges and without fail something has gone wrong with every single item ranging from delivery times to faulty products to poor customer service I feel compelled to write a review. It started with a sofa which I had to wait 8 weeks for, when it finally arrived it was the wrong colour (their fault) so it had to go back and I had another 8 weeks waiting time. Next a TV with a promised delivery date in 1 month; 6 months later it arrives, compensation was… Read Full Review

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★☆☆☆☆

“Is anyone listening? Or is anyone there?”

Written on: 09/12/2012

My daughter sent me a link for a pair of oval platters that she wanted as a Christmas gift. Ordering from Selfridges web-site was easy and delivery was speedy and efficient. However, despite having a delivery note specifying two platters, only one was delivered. I phoned customer services to be told that my query would be investigated and I would hear later that day. I heard nothing so then proceeded to e-mail the full details to the Customer Service Department. After another 5 days, I still… Read Full Review

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★☆☆☆☆

“Overchargeand tatty package but they just ignore any...”

Written on: 08/12/2012 by poppybo (1 review written)

Dreadful online service...worst company to deal; with. Delivery late ...always poorly packed inside. Charged for gift box ...none received ...they just ignore ALL emails. Hunter boots for daughter arrived in the tattiest box you have ever seen.....look like a car boot purchase!iThey ignore all emails DO NOT buy online there is NO customer service… Read Full Review

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★☆☆☆☆

“Worst online shopping experience”

Written on: 01/12/2012

Terrible customer service - a banch of incompetent people who are playing games. Someone who is called Paul is a bully. Parcelforce never attempted a delivery (they didn't leave a note either and I was home all the time) and now I have to go and collect it from the post office. Very 'clever' people - instead of helping customers, they pass on the problem to the customers. Is it legal?… Read Full Review

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★☆☆☆☆

“Worst shopping experience!”

Written on: 25/11/2012

Ordered a nutcracker christmas tree decoration. Delay with receiving item, Selfridges claim they "could not find the property" despite living on a main road with a name sign displayed on road side and never experiencing difficulties ordering from any other company. When I received the item the packaging displayed footprints and was substandard. When I opened the parcel the item was shattered. Complained to Selfridges who were extremely unhelpful. Customer services leave a lot to be desired… Read Full Review

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★★★★★

“Lovely experience”

Written on: 31/08/2012 by MrsEwing (4 reviews written)

I love shopping in the store and the website. They have luxury products - but what I love is the staff are not pompous like they are at Harrods. So normal. Yes maybe not over friendly like you get up north, but have always been helpful. There is a fun atmosphere in store, every time I go I just wish they would branch out to other towns. Love the ladies shoe department & beauty hall. The prices are comparable to other similar retailers. Shopped online too - ordered quite a few times.. Delivery… Read Full Review

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★☆☆☆☆

“Customer service on faulty goods”

Written on: 18/08/2012 by GraceMoyles (1 review written)

Bought an expensive pair of shoes for my husband - 22nd May (an this comment would be the same if the shoes had been inexpensive) - worn 6 times - leather soles came away from shoes - took back to shop in early August - explained what had happened - never saw a manager just an assistant who sent them to customer service. Actually have now found that they just inspected them in house and decided that because they had got wet it wasn't their fault - rang me to offer to do a goodwill repair -… Read Full Review

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★☆☆☆☆

“Absolutely Awful!”

Written on: 06/08/2012

You'd think in light of the economy that shops would be delighted to take you money but NO! After trying to spend £600 pounds at Selfridges online and ensuring my transaction was cleared by my bank for a credit card payment I am told that My details have failed Selfridges internal validation checks and customer services after putting me on hold for 10 minutes refuse to tell me whatnthe issue is. Needless to say, the Many thousands of pounds I spend in store at Selfridges each year will also… Read Full Review

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★☆☆☆☆

“Really poor online shopping experience”

Written on: 03/01/2012

I have got to say Selfridges are one of the worst online shopping sites I have visited and believe me I shop a lot online. Delivery dates not met and very poor customer service. Avoid at all costs or you'll be paying out of your own pocket. Be Warned!!!… Read Full Review

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Hcocker's Comment

Written on: 18/10/2012

I totally agree! Delivered my parcel to the wrong address and wouldn't accept responsibility.

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★☆☆☆☆

“Awful online shopping and appalling customer service”

Written on: 24/12/2011 by Dy926 (1 review written)

I ordered some of my christmas gifts online and paid £8 delivery. Harge to nominate a day so it arrives on time. I rang up Selfridges 2x and was promised for delivery the next day but this didnt happen and my delivery arrived 2 days late. When i opened the box i was in a state of shock as the shoes i ordered were in damaged and ripped boxes. And one of the shoes wasnt even delivered despite the order was delivered 2 days late. I rang Selfridges up and was promised all sorts but NO delivery… Read Full Review

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Alma2012's Response to Dy926's Review

Written on: 01/12/2012

I couldn't agree more. Awful experience and very rude customer rervice team.
My item has not been delivered and Selfridges customer team couldn't not locate for more than a week. According to Selfridges customer team, the couriers attempted a delivery (which is not true). However, they did not leave a note. Selfridges customer service team say now that it's my problem and it is probably left in the post office. NB this was an item of about £150!
Stay away of Selfridges online service - the customer service team is awful.

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★☆☆☆☆

“Insulted by Sales staff @ Office | Offspring in Selfridges”

Written on: 25/09/2011 by ph.cheung (2 reviews written)

I would just like to bring to light the shameful customer service I received from one of their department "Sales Advisors" on Saturday 24th September at around 4:40pm when shopping in one of their departments Office | Offspring. I recently received a gift voucher for Selfridges of £200 and was looking to purchase items from one of the department stores (Office) basically I wanted to query a staff on the refund policy if I was able to exchange it at another "Office Store" elsewhere if I… Read Full Review

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Guest's Response to ph.cheung's Review

Written on: 09/12/2011

I don't see any follow up from Selfridges on this complaint. I would like to think that the management would follow up on such a serious complaint, after all, they have just lost a customer who spent a lot of money in their departments store. I certainly would have insited speaking to the manager there and then.

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★★★★★

“Great service as expected”

Written on: 10/06/2011

Although Selfridges have a reputation of being expensive, the products stocked are of the best quality. Basically, you get what you pay for. The customer service is excellent and they are very understanding. The store is also splendid, made me feel like I was shopping in a luxury store!… Read Full Review

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