I bought some items at Selfridges in Trafford Centre, Manchester and getting home found I had been overcharged for one item. It wasn't a lot in money but I paid an extra third on the item price so contacted customer service. I got an e-mail back saying thanks for letting them know. I sent another that I'd expected more of a response than that considering they had more of my money than they should have. I then was asked for details/copies of receipts etc etc. After another 4 e-mails they agreed to refund the excess if I returned to Manchester as I paid cash. I told them to keep it as I wasn't travelling back, their customer service is appalling.

Terrible customer service i ordered a item 2 weeks ago not processed by selfridges had a confirmation email from paypal saying that the payment is pending awaiting selfridges to process contacted customer service to be told they had not got the order and would get someone to contact me nobody did ... i then emailed them complaining still no contact... so i called them again the day after and was basically told that it was a problem at their end but the money hadn't been taken and i would have to reorder the item which has gone up in price by 20% and that they wouldn't honour the price i should have got it for ... i am extremely disappointed and upset by the lack of customer service this was a christmas present

I live in Canada and purchased a gift card from Selfridges as a wedding gift. My daughter, who lives in London, mailed it to me but it got lost in the post. I contacted Selfridges and without hesitation they cancelled the transaction, voided the gift card and refunded my credit card. Words cannot describe how surprised I was that they would do this. I am so appreciative and grateful. By solving my problem in such a seamless manner, I will continue to shop at Selfridges when I visit London each year. Over the years, customer service in retail has been declining, however, not at Selfridges. Well done to the Customer Service Team!

Only part of ordered item arrived, customer service a complete waste of time. Will never buy from Selfridges again.

visted their london store for sunglasses, bought myself and the wife a pair. Staff could not do enough for us.

Total joke of a supposed luxury shop. Send me soiled goods, no email to say that they have received them back, no refund. When I question them about (two emails), they finally tell me three weeks after they receive the goods that they will refund it manually if I telephone them. I call and tell the woman my card details (which I am not even sure she understood as she repeated it back to me wrongly repeatedly) she can't tell me why it was not refunded and it will take a further 5 days. Go to Liberty or ANYWHERE ELSE. Won't order anything from here again.

I still can’t believe this place can call itself “the best department store in the world”. That must be a joke… I received a gift card for my leaving do and wanted to use it during the sales. Well, surprise, surprise! The card doesn’t work, so the money that was given to me in this gift card is now lost somewhere. Who knows where? The main issue is that their called “Customer Service line” is totally useless! Every time I call someone different answers, and it is impossible to get transferred to the person who you spoke to before. The whole experience has been so frustrating. I’ve already spoken to  many others who I can’t recall their names. In conclusion, the sale is about to end and Selfridges has the money on this gift card  and it was a gift card for me. This company is a total joke.

The level of customer service for this store is so low it drops off the scale. I have worked in Customer services for 10 years, if our Company offered the same level of service we would of gone bankrupt by now. Three weeks ago I bought a men's scarf at a cost of £30. The store is approximately 50 miles away. The scarf was, a Christmas present for my dad who lives in Scotland. Wrapping said present it was discovered that the Security tags had been left on the scarf rendering it useless. I had to buy another gift. I rang the Customer Services, and omg, poor service, that's an understatement. He told me to either take the scarf back to have the tag removed, a 100 mile round trip just to remove the tag, or post it back to them, at my expense, they would remove the tag and send it back. I am appalled, I told him I want a refund, he said again, to take it back to the store for the refund. Or, I could take a photograph of the tag on the scarf, attach it to an email and send it to them, they might refund my postage, MIGHT, WHO ARE THEY KIDDING HERE. The chances of them refunding my postage is nil. They didn't even promise to refund it, only said they might. Oh, and he also said that they had had a lot of items being purchased with the tags left on just lately, a shoplifters dream store with that attitude. IM SORRY BUT WHEN I DO EVENTUALLY TAKE THIS SCARF BACK TO A STORE I WONT BE VERY POLITE, NOT THE STAFF'S FAULT AS SUCH. BUT SELFRIDGES CUSTOMER SERVICES SORT YOURSELVES OUT AS YOUR IDEA OF SERVICE IS DISGUSTING

Worst customer service Received gift vouchers for my birthday, which I decided to save for the sales. Went into Selfridges and spent about £500 on various purchases, used part of my gift vouchers on some of the purchases and some of the gift vouchers on a bag and paid the balance. Despite explaining to customer services that I purchased a faulty bag and would like a full refund rather than part voucher and part refund. This is due to the fact that I had already done all my shopping and had I known the bag was faulty I would have used all the gift vouchers on the other purchases rather than the bag. I had a manager come over to explain the policy, which in my view this situation was exempt of this policy as how was I to know the bag was faulty in the first place as if I knew I wouldn’t have purchased it. I got the response that its policy to pay back in vouchers if you used vouchers. I wasn’t disputing the policy, but is it policy to sell faulty items then force a customer to purchase items because they have unused vouchers due to a faulty item despite having already done all my shopping. I offered to bring in receipts of the other purchased that I made by card in order to get a refund and use the gift card but I was told about the 14 days policy. I as a customer felt penalised for buying a faulty bag and now have no bag from the sales as per the plans I had, as there no longer are any bags other than full price bags I can select from. And I am now left with vouchers I need to use despite having done all my shopping. Not a service I will be in a rush to return to!

Bought a toaster that cost £80, broke after 2 weeks! The real problems started when I phoned customer services to tell them. Very rude and unhelpful staff. Was told I had to box up the toaster and send it back at my own expense, so they could repair it. It has now been 4 weeks and I still haven't a toaster and when I phone to check progress of the repair, I am told to can't say and I just need to wait. I will never buy from Selfridges online again. Wish I had read the shocking reviews before purchasing.

Ordered perfume from online Selfridges as price was good, did not read all the small print just noticed picture was the same as all the other sellers, so I thought this is what I was purchasing. When the item arrived a week late it was not the item I was expecting, completely different from the picture, I have had to send it back and order the same item from Debenhams. I have tried to complain to Selfridges but even this is very difficult. I will never use again or recommend them.

I put in an order before Christmas. A part order came through, so I emailed to find out what was happening with my missing item. First I was told it was on its way in a separate parcel. When I queried the expected date of arrival, as I had yet to receive a confirmation of delivery text from the courier, I was told that the item had been delivered and collected from the post office!!! I questioned this and did not get a response. I attempted to phone to lodge a complaint, but was advised this had to be put in writing. I duly completed their online form and after much time, was finally sent a holding email saying they were looking into it. Yesterday I received a standard email confirming what to do to return a item?!! I immediately fired off an email questioning this and today I have been sent a response saying that the item has now sold out and a refund will be processed if I contact them. The customer service is appalling. The phone is answered without a name even been given, the emails frankly leave a lot to be desired and need to be worked upon. I don't think Selfridges gives two hoots for customer service. How can they build customer loyalty when they treat customers this way! Definitely a store to unsubscribe from...avoid at all costs!

i have been waiting to receive two refunds from Selfridge since the middle of December 2014 and until now end of Jan 2015 i still havent received any money from them. I had made numerous telephones calls and emails to their customer service but nobody care to deal with my issue promptly and effectively. i have purchased many items in their London oxford street store but this was my 1st time i tried to place the order online as i thought they are one of the most reputable department store in London. Cant i be anymore wrong on this, I am totally disappointed and disgusted by their service and altitude towards their customers. I have read a lot of negative customer reviews about this stores and i have decided this will be my 1st and the last time, i will ever shop with this store again. i have never written any review in my life but in this occasion i feel that i must share my dreadful experience with this company and i dont want anyone to go through the same experience. i regretted that i should have given away my hard earned money to the people who really needed instead of letting this company stolen it. They basically want your money for free.

This is sadly now well documented. Selfridges have got their online service completely chaotic. Do avoid at all costs. Their management should have either stuck with what they do well: their high street flagship store. Or they should have hired the right team to start their online service. We ordered two toys mid-November. Got the dispatch confirmation. A delivery came, but ... one of the toys was missing. And since mid-November, it has been a complete shamble. Multiple calls and emails. And absolutely no reaction. The staff has no other choice but to lie to you: - their manager will call back - they never do (I suspect they have all left or been fired) - your email will receive a response - you will never get one - they even promise you an e-voucher - which will never arrive. I have now cancelled my order and bought the missing item on Amazon. Let;s see for how long Selfridges holds onto my money - more on this later!

Terrible. Ordered and paid for item (inc express delivery) never turned up and never informed me. Eventually I got in touch to be informed they had cancelled it and forgot to pass the message on! Only thing worse is their customer service.

Very disappointed. Just 1 item (Ferragamo perfume gift set £76) they couldn't even get right. Order made Nov 28, very quick to charge my credit card. Today is Dec 23 and still waiting to collect this item with xmas just few days away. Emailed twice and telephoned 3 times (long hold music every time) and Customer Services have no clue, they waffle on the phone, keep you on hold, say they will get back which they don't and can't wait to get you off the phone as their whole day consists of listening to complaints but to be fair the biggest let down is their lazy dispatch team which is a shambolic operation. My item has been sitting there for weeks! Selfridges the 'best department store in the world' should remove their online service as they clearly can not deliver this experience. I have used Click & Collect with John Lewis and House of Fraser and it has been a joy to shop via this method as it saves me a lot of time. It's a real shame such a great department store can not deliver this simple concept in the modern shopping age.

Nightmare customer service from such a beautiful well established store. I've shopped with Selfridges for many years. However never will they get a sale from me again. Online delivery goes missing in action - no communication from them 5 days to put an order together!!! Only to find items are out of stock and I won't get a refund for 5 business days!

I purchased an expensive, designer coat from Selfridges' online store on 18 December 2014. The website gave my size as being available. After having placed the item in my "basket", much to my delight, I saw that the system had automatically reduced the item by 50% (writing in red stating: sales AW14 50%). I proceeded to check-out, payment was via credit card (thus pre-authorised, with amount being placed on hold). As I had read that sometimes an item may go out of stock between the time of placing an order and the order being dispatched, on 19 December 2014, I contacted customer service to ensure that the coat in the size I selected was at least reserved for me during the order processing time. I was horrified at the low level of customer service I encountered. The lady who took my call spoke to me in a tone of voice that I would not even use with my worst enemy, let alone a customer. Later in the evening, I received an email cancelling my order in that that the item was no longer in stock and indeed, my size had been crossed out. However, today, the website shows my size as available again albeit at the original, full price! It suddenly dawned on me that Selfridges had realised that there was a problem with their system i.e. allowing 50% AW14 sale too early, and proceeded to promptly cancel my order. Even after having called customer service again today, they still insist that my order was cancelled due to no stock. Even worse is that the coat is now available from another online store at a discounted price but I am unable to purchase the same as monies on my credit card are still on hold for a purchase that Selfridges did not honour. I think that Selfridges need to seriously look into upgrading their online store programme so that the same correctly reflects available stock. In other words, the system should not let 10 people go through the entire purchase and payment process when, for example, they only have 2 of a particular product in stock. Furthermore, Selfridges definitely need to screen customer service employees thoroughly prior to employing the same, as well as send such employees on a course that will train them as to how customers should be treated.