Selfridges

On my part I will never shop there again. Bought a branded product in London Selfridges, broke after 6 days, at their request sent it to Selfridges on a tracked service. Arrived there (Royal mail photographed) but they have lost it. 8 weeks in and we are in a perpetual circle of being bounced to the item manufacturer and back to Customer Services. A different person deals with the case each time so we never progress. I feel sorry for the people at customer services who have to work in such chaos.

Bought a designer bag and they sent the wrong one, which I'm sure they hoped I would accept it. Polite customer service but absolutely useless. 5 phone calls and hours spent on their online chat. They always promise to follow up and never do. So stressful.

Hello, I have had an insulting experience today at Selfridges in London and I am hoping you can help. 3 weeks ago I bought an Amani foundation. I was mistakingly given 2 shades too light. I tried a tiny bit at home and realised I had been given a 3.5 not a 5.5 which I had asked for. Today I went in for an exchange. I saw the same person who sold it to me and had made the mistake. His name is Mitchell- male, largish build and very short red hair. He said that I was unable to get a refund because I had used it. I said that I had used a tiny bit as one would on buying a product, finding that he had given me the wrong colour. He then told me that he doesn't usually make these kinds of mistakes. I said that he had and that I deserved an apology. He gave one, it wasn't pleasant and was not meant. I expect a refund on this product and for this shop assistant to be taken aside so that he understands that he is in the service industry and that he needs to be more attentive and polite to people. It is such a pity as I have had very good experiences over the past weeks shopping at Selfridges however after this, I do not want to return. Can someone please get in contact with me urgently? Joanna.

Selfridges is great, service, products but I expected a little more for what it was. I bought a very expenvise perfume for 170pounds which I think is a lot! And they didnt even give me a small gift, not even a giftcard not a tester - nothing, well they packed the perfume nicely but come on, customers expect more attention

Absolutely disgusting service, placed an order for three tablets costing nearly £900 only to have my order cancelled the following morning stating I hadn't passed security checks and by pure coincidence the price of each tablet had gone up from £297 to £349. On speaking to a member of customer service they informed me it was not actually anything to do with a security check and that it was Samsung that had cancelled the order and not Selfridges and that they would contact Samsung to find out why and get back to me. Apparently the items are shipped straight from Samsung and they can cancel your order even though your order is placed with Selfridges which is not on. No one got back to me so after 24 hours I contacted customer services again and spoke to a different member off staff to be told a completely different story and that the order was cancelled because it hadn't passed the security check but no actual reason was given and that what her colleague had told me previously was wrong, so basically I've been ignored and lied to and they wont honor the original price. What a circus and I'm sorry I didn't see all the negative reviews before I placed an order with these clowns, the staff at Chicken Cottage have better customer service skills so vote with your wallets and buy elsewhere because the bottom line is that they simply do not care, you have been warned.

It appears I am not the only one that is a victim of Selfridges empty box scam. They have done absolutely nothing to help this situation.

We ordered a ring in December 2020. When the shipment arrived on Dec 10 the box was empty. There was absolutely no ring! I had to chase Selfridges every few days for updates. Not once did they reach out to me on their own after I filed the claim. This was a $5000 ring!

My ring doorbell camera captured the delivery, as well as me opening the box on my doorstep with a witness present. I have live and camera snapshots of the box and the condition it was while in the delivery mans arms. The box did not appear to be tampered with.

I finally received a email today 20 days later from a representative saying that it's to bad that it's empty, and that their CCTV show the item being put in the box so they will not refund my money or replace it. End of story... not even looking into their shipping company.

They completely left me out of $5000 and no ring. I have no idea if they put insurance on the ring when they shipped it, but they have left me stuck and it's like it's no big deal.

Selfridges email response;

We write with regards to your missing item claim of the Messka My Twin Toi & Moi 18ct white-gold and diamond ring.

As part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order.

We can confirm that after reviewing all available information, CCTV footage reviewed and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address.

Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund.

This company sells used items as new. They don't honor their return policy and lie about condition of products