Selfridges Reviews
Latest Reviews
★☆☆☆☆
“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... (read more)
★☆☆☆☆
“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 more)
★★★★★
“Lovely, friendly, helpful!”
Written on: 16/04/2013 by CarlyLouiseGlen
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 more)
★☆☆☆☆
“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... (read more)
★☆☆☆☆
“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 more)
★☆☆☆☆
“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 more)
★☆☆☆☆
“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 more)
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
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... (read more)
★☆☆☆☆
“Selfridges On Line”
Written on: 06/01/2013 by DannyMc
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... (read more)
★☆☆☆☆
“Awful Customer Service at Sefridges Trafford Centre”
Written on: 03/01/2013 by PaulD49 (1 review 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 more)
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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See next 10 reviews
Showing 1 - 10 of 33 Reviews
★★★★★
“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 more)
★☆☆☆☆
“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 more)
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 more)
★☆☆☆☆
“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... (read more)
★☆☆☆☆
“Overchargeand tatty package but they just ignore any...”
Written on: 08/12/2012 by poppybo
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 more)
★☆☆☆☆
“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 more)
★☆☆☆☆
“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 more)
★★★★★
“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..... (read more)
★☆☆☆☆
“Customer service on faulty goods”
Written on: 18/08/2012 by GraceMoyles
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 more)
★☆☆☆☆
“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... (read more)
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Showing 11 - 20 of 33 Reviews
★☆☆☆☆
“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 more)
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 more)
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 more)
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 more)
★☆☆☆☆
“Terrible Online Shopping”
Written on: 05/06/2011
Bought a pair of J Brand jeans online for £205 which unfortunately didn't suit me. Using their prepaid returns label I posted back to store, the warehouse incredibly refused the parcel which was duly delivered back to me by my postman. I called the store where the customer service team told me to post again using their returns label which I did and this time they managed to lose it! It has taken me four weeks and £6 of my own money to obtain a refund and have not received an apology for... (read more)
★★★★★
“We visisted the store in Birmingham recently, and...”
Written on: 29/12/2010
We visisted the store in Birmingham recently, and purchased some items in the sale. Friendly, efficient, knowledgeable staff who clearly had an interest in what they were selling.
The store from the outside looks amazing and is very funky and modern inside. The various food stalls on the ground floor fill the entire store with a variety of wonderful smells too.
The biggest and best suprise of all, is that contrary to popular belief, they aren't that expensive. Even the non- Sale items...
(read more)
★★★★★
“I ordered a Pauls Boutique Ladies hoodie online and it...”
Written on: 04/12/2010
I ordered a Pauls Boutique Ladies hoodie online and it only 3 days to be delivered to me, super fast delivery even though we have had no post due to the snow but DHL still delivered, it was packaged fantastic, very happy with everything!!! would recommend this service (read more)
★★★★★
“My favourite shopping destination in London. I wish...”
Written on: 23/11/2008
My favourite shopping destination in London. I wish they did a little better on their store card. I spend a lot and don't seem to get much back from being a card holder. Otherwise, great all round. (read more)
★★★★★
“Supurb job selfriges well done i would recommend you...”
Written on: 20/06/2008
Supurb job selfriges well done i would recommend you to my friends and family (read more)
★★★☆☆
“I went into the Manchester store to buy a new...”
Written on: 07/12/2006 by AndreaG (242 reviews written)
I went into the Manchester store to buy a new concealer from the Clarins counter. The sales assistant spent the first 10 minutes ignoring me, and when she did finally ask me if I wanted any help, she answered my questions with yes/no answers, and did not really put me at ease at all. In fact, I thought she was a little frosty.
The only thing that she did do was recommend a gift set, which included the concealer that I wanted and two other products that I liked, which worked out at better...
(read more)
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Showing 21 - 30 of 33 Reviews
★★★★★
“The excellent departmeent store. Selfridges London...”
Written on: 27/12/2005 by aczasz (1 review written)
The excellent departmeent store. Selfridges London should be proud that they have such an excellent store. The best in the world. I added the store to the most luxurious stores in the world. (read more)
★★★★★
“Excellent!! Selfridges is sooo good. It's my most...”
Written on: 01/12/2003 by Strawbz (1 review written)
Excellent!! Selfridges is sooo good. It's my most loved department store ever and is definitly reccomend it to friends and family. I visited the NEW Birmingham one. It is good. Well Done. (read more)
★★★★★
“Selfridges is a very classy store that has a good...”
Written on: 30/07/2003 by Gail.
Selfridges is a very classy store that has a good choice of designer clothes and shoes. The selection of bedding in the bedding department is very classy, and the delicatessens counter is well worth a visit (read more)
Bertie's Response to 120165_Gail.'s Review
Written on: 23/06/2004
Gail....nearly a year after your review and nearly 30 years after shopping in Selfridges (London, Oxford Street branch), it's really encouraging to read such nice comments which I could have written those 30 years ago.
<br>
<br>Hmmmm.....nice to know that some things don't change then!
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Sue's Response to 120165_Gail.'s Review
Written on: 25/06/2004
Did you know Bertie that Selfridges also now sell Oxygen, it's true it costs about 3pounds for twenty mins.
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Bertie's Response to 120165_Gail.'s Review
Written on: 26/06/2004
Hello, Sue, long time no see! I trust you are well. Coming out tonight?
<br>
<br>I didn't know that and I've never heard of such a thing. I assume that the three quid is for a 20 minute session with a mask on? Sounds like if it's a kind of 'hair of the dog', y'know - a hangover antidote. But you go easy on it as it can do something for the libido......
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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 :)