selfridges.com

I got what I wanted, which was the Huda Beauty eye shadow palette, usually it's out of stock on every other website, until I came across Selfridges.

Having been a customer of Selfridges since 1979 and having always received good service and good quality products, when deciding where to purchase a Black Leather Biker Jacket as a Christmas gift, I automatically got on the 'interwebby' and searched the Selfridges website.Bingo, item found {cost of £345.00}, item ordered, item despatched, item received.Item too big. Needing to return said item, I contacted Selfridges Customer Services and they arranged a Courier collection for December 10th 2018.All good.The Courier duly arrived at 11.15am and collected the item in its original packaging and I awaited confirmation of safe receipt and my monies refunded so I could purchase an alternative gift. Not having heard anything from Selfridges about this return & refund, I completed the online form advising them of this and waited.On the 17th of December Selfridges sent me an email saying 'We're looking into it'.By Christmas Eve, I had still not heard from Selfridges, so telephoned them and spoke to a 'Customer Services Agent.I once again advised them of the situation and was told that whilst they could confirm that the parcel had been successfully collected from my house by Selfridges designated Courier service, they could not now find it and therefore WOULD NOT REFUND MY MONEY at this time. I followed Selfridges instructions regarding the return of items of value to 'the letter' and personally handed the goods to Selfridges designated agent/courier as arranged.How can I be held responsible for what happens to it and where it goes once it is no longer in my possession?.Why should I be held financially responsible and be penalised for someone else's unprofessional conduct. This item was a Christmas gift and due to it's value, one I could not afford to replace until I had received my refund.As a result of the very poor 'Customer Service' I have received, not only do I not have my money back, but the recipient of my intended gift did not get anything for Christmas. If this is the way that Selfridges treat longstanding customers then very soon there will be very few left. I ACTED IN GOOD FAITH, I EXPECT THE SAME OF SELFRIDGES.

I could not thank enough to the Selfridges Yves Saint Lauren manager and make up artist Marcelo. He is a true star! Dovile

I don’t even want to give one star Customer service !! joke , there isn’t any !! Order didn’t arrive , so promised a refund ..... still waiting , telling me to contact my bank with a code .. my bank saying contact Selfridges they don’t do that !!! Still waiting to get my money back .. can’t get anybody to listen or answer calls or emails left hundreds of both ! Don’t buy online from here , I certainly won’t Still waiting been 9 weeks now they’ve had my money !!!

I ordered Alexander McQueen trainers for my daughters Xmas they sent wrong order and in men’s now out of stock and no Xmas present for my daughter shocking

Ordered and paid for 3 Christmas hampers for clients of mine2 arrived in time 1 I never received after contacting selfriges for 3 days and being passed from pillar to post eventually got a refund Shocking customer service will never use again

I wish I could give the company zero starts! They are absolutely the worst!!!!! While they have some great deals and brands, do not expect to get a refund if an item you order does not fit you. After a month since I returned my order, I finally contacted them and asked about my return. Oh, well, they do not know what happened to my return!!!! I returned an item with DHL the day after I received it. The DHL employee picked up a package in person as they always do when I return something I bought on European websites. However, DHL does not usually give me a receipt, which I do not care much about since there is never an issue with their services. So I provided Selfridges employee with a return ID from my email confirmation of a pick up. Apparently, Selfridges has no record of my return and they refused to give me a refund. I would at minimum expect them to contact DHL and find out about what happened because other Selfridges' customers could have an issue with their deliveries and returns. Instead I just got an answer that Selfridges does not know what happened and they are not going to refund my purchase! That's some shitty customer service. I advise everyone to spend your money elsewhere! I will never order from Selfridges again!!!!!

Purchased a handbag and belt as a present, and trainers for myself recently - the service was good, especially purchasing the trainers, as I was given excellent advice on sizing. My only issue with the service is the same as at many "higher end" stores as the staff seem to have an aura of being above the customer, and many do not know their products (the lady in the Moschino section, who said this was her regular department had no clue that they sold belts, my daughter had to point them out to her!)

Selfridges do not even deserve 1 star but it wasn’t possible to review without at least 1 star! I will never shop with this company again after ordering sandals and paying for the product only to be sent a different product as the product I ordered was actually out of stock. Selfridges and co should never have accepted my order or charged me for the product in the first place. Instead, I was then expected to return the product(that I did not order) to the post office before I could get a refund (for the product I did not receive) Appalling service - let’s see if I ever get the full refund I have requested..........I have no confidence in this company whatsoever - I should have read the reviews first!

Ordered $1000 worth of skin care and cosmetics November 26 and until now it hasnt arrived. I emailed them and made me wait for 6 days... NO reply. I rang them and asked me to wait for another two days to do investigation, unfortunately, no email and phone call received from them. Today, I rang them 4 times as everytime they transfer my call to supervisor, itcuts off (funny coincidence). The last conversation I had is with Diana.... gosh I cant understand what she is saying. To supervisors, Please review her phone conversation skills, she needs more training. She told me someone going to ring me today but I doubt it will happen. If they cant reply to all my emails before, phone call will never happen. I feel so frustrated, they DONT EMPATHIZE. They’re saying theyre busy right now, I need attention and action as well as my order was way lot earlier than Christmas shopping. It is Christmas and instead of buying new things I cant do it because Selfridges has my MONEY!!!!!!!!!!!!

Long story short, I ordered a product online because two stores (London & B'ham) had no stock - a whole 18 days before Christmas. Selfridges lost my parcel before it arrived with the courier, and I had to call 10 days after ordering to find this out. Then - "We will refund your order, wait 3-5 days and then place another order" - umm, no. A manager then promised to refund my order to a voucher, but then use this voucher to raise a new order and express deliver it for my troubles. I should hear from them tomorrow - okay, great! I wake up to an email - "We were out of stock online, so you have no new order but here's a e-voucher refund (which can only be used online - not in store). Selfridges didn't have the decency to call and explain/discuss - this is a total cop out. I called again to complain, and the 3rd supervisor I spoke to started rattling T&Cs at me and showed no sign of remorse. So, end of the story - my partner is left with no Christmas present, I'm left with a voucher that I don't want to grace Selfridges with (not that my product is in stock anyway), and I receive nothing in the form of compensation. Thank you @Selfridges, you've not only ruined someone's Christmas but also lost a loyal customer and brand advocate!

I ordered three items and one item was missing. I contacted them straight away and they said they would look into it. After 10 days they basically said they had finished there investigation and that the item was in the box and the delivery company hadn’t tampered with it . !! It was a very expensive Xmas present and they have flat out accused me of lying. I’m so unhappy about it!!!!!

My delivery came within 2 days...nicely packaged...and kept me up to date on the location of my order too...thanks

I was so surprised and disappointed by the bad costumer service I experienced...I can't believe that this type of large chain could even afford it. This happend to me twice by now! My package never got here at all, when I asked what's going on- since it was an urgent shipment, I was passed around between 10 costumer service representatives who "checked" for over 4 days. They never gave me an answer to why my shipping never arrived even, and offered 10 ponds voucher instead of the package...What?!

I ordered a gift for Christmas, the order was quickly processed and sent. What could be the problem? DELIVERY PERSON SPECIFIED WRONG CITY AND THE POSTAL CODE AND POSTAGE LEAVED FOR 600 KM FROM THE PLACE OF DESTINATION. in order, i specified right adress, but NO, its too hard send to the right address. I contact the support, explain the situation and they answer me that they are very sorry and send my email to the delivery person. and all. silence. and now, I will spend my own money and time to deliver the package on time and to the right address. and if some clever man wants to write to me - let the package come back - I do not have time for this I really wanted to make more orders here, a very good assortment, but no. This is the worst service in my life.

I ordered online on 15 feb at 2 30 pm.it was clear showing there that if you like the product to receive by tomorrow 16 feb.order with in three hours. But 2 days passed no sign for delivery n when i am requesting to customer service my order...they like not listing me...it will take 2 days...if not coming tomorrow...seriously its not bothering them to push the order. And i bought the item for special occasion. Very disappointed

I could give a zero, I would do. I had lots of problems with a refund. It’s taken for me about two months and 1000 phone calls as email never been replied . I had the promised to have compensation as soon they receive my order. But when I sent an email about compensation as always no reply. As proof email from selfiriges Dear Ekaterina, Thank you for our phone call. I am writing to you to confirm our recent phone call regarding your return of order 88713582, as discussed on the call I have looked into your case for you and I will be looking into having this solved as soon as possible for you and I will be calling you by 4 today for any update regardless. Once we have managed to arrange the return as promised I will be passing this to the relevant department to look into compensating you for the time the return has taken to be arranged and also the numerous phone calls you have made to us. In the meantime if you have any queries at all please do ask, if not I will be in contact later on today to discuss an update. If you have any queries, please do ask. Kind regards,

Beware.... company cannot 1 Send correct orders 2 Has a customer service department that helps 3 A decent email service 4 Stick to promises made via Customer Service Really disappointed 2 X Now Complete let down Beware

Ordered a Valentine gift from Selfridges as a surprise to my girlfriend with timed delivery from 7am-12pm. Called one of the customer service agent at 11:55am to ask about when the delivery arrive and got a promise that they will arrive in a few hours. Called them again at 4pm, different agent, saying that my gift will not arrive until the next day and offer me refund on delivery fee. I understand that on Valentine day the service will not be as fast as expected but not until next day while it is called "Timed delivery" and when I am willing to pay extra for better service. Have been customer of Selfridges for 6 years but I think I should find somewhere else more reliable.

I purchased a VR Headset for my 10 year old daughter at Xmas. When opened on the day we found that it had ADULT MATERIAL downloaded on to it of Asian girls. I am still waiting for an explanation, apology, replacement of item or now, after so long, a refund. I'm just being fobbed off by customer services who say the right things but nothing happens