selfridges Reviews 3,806

Their bald headed CEO needs to stop blaming declining tourist footfall for recent losses and admit that they're going bankrupt because the customer service is laughably bad and there is no USP or value added by this glorified warehouse.

No customer service in store or online. Companies should really stop selling through selfridges

I specifically selected a delivery date, but the service team was completely unable to provide any useful information about my order.

They couldn’t tell me where the parcel is, when it will be dispatched, or when it will arrive. The only response I received was to “wait longer”, which is not acceptable given that I paid for a selected delivery date.

This completely defeats the purpose of choosing a specific delivery option. Very disappointing experience.

My wife wanted to return an expensive jacket but was told she was outside of the returns period by 3 days. Bear in mind this was a bank holiday weekend. They say that they cannot give leniency or deviate from their 14 day returns policy as though they are doing you a favour. On line response was rude and they just ended the chat after saying no. Well, we will never be ordering from Selfridges & Co on line or in store. Dreadful customer service which is reflected in the poor score on Trustpilot.

I have placed an order on 8th April to be delivered on 10th Apr 2026. Guess what?! IT HASN'T ARRIVE! It's 4th May, I've contacted them a million times and all they tell me was to wait patiently as they are upgrading their warehouse delivery system. Are you joking me? How long is it going to take you to dispatch a parcel from 8th April?!

I recently ordered a pair of Adidas Montreal Trainers on 22/4/26, which were reasonably priced and delivered 3 days later on 25/4/26 with no real issues. Overall, a quality retailer. Would use again.

Do not buy from this awful retailer.
I placed two orders.
One order was cancelled after four days despite the items definitely still being on stock days after my order as I checked multiple times.
One of the items was still showing as in stock when they cancelled.
I reordered an item when it came ‘in stock’ again about a week later..
This item was still in stock the day after I ordered, again I checked.
Order cancelled again on day four.

They also don’t give a damn. Customer services are disinterested. They make empty promises to get back to you but don’t at all. Chat operative just cut you off and are rude. Their whole demeanour is
unconcerned. Just don’t order from them. If it’s a popular item you probably won’t receive it and will wait for days to be told it’s cancelled.
Worst company I’ve ever come across, never had cancelled orders before from any company, what’s worse is the items are supposedly still in stock when they cancel or after you order so others must be ordering and will be let down too.
Diabolical all round.

Update - you get the AI generated message asking you to email customer services. This is a pointless exercise as it is this very email address that has dealt with the issue prior to the review being left. I have no option but to initiate an chargeback with my Bank and referring to Trading Standards as Selfridges will still not tell me where the alleged stain is on the UNWORN ITEM. My advice - avoid this company as you can purchase the items elsewhere and avoid their disgusting customer treatment.

Ordered a jumper from Selfridges. Item arrived later than it should but accepted these things happen. Item was unsuitable so I wrapped in original packaging and initiated return on the day the item was received. Took a week for the item to be received by Selfridges and then I received multiple random messages about the item being examined by a specialist team before refund would be made. I emailed back to query this and they emailed me tonight to advise the item has been examined and is being returned to me as there is a stain on it. No details of what this alleged stain is or where it is . I am astounded as the item was never worn and was returned in the exact condition it was received. I would warn people against purchasing from Selfridges - the customer service is non existent as they are effectively calling my integrity into question.

I bought some expensive 'special' shoes for a wedding one week ago. 7 days later, the shoes have not arrived, despite promises of a next day delivery a week ago. The occasion is tomorrow - right now I have no shoes. Despite 8 phone calls (every day this week) and numerous emails, no-one has responded with anything that addresses the situation eg 'your order is on its way', 'oops we made a mistake and we didn't despatch them, but we have done so now', or 'ooops sorry, we don't have that size, here's a refund.' Absolutely nothing from them. So I am £700 out of pocket, no shoes and have wasted hours trying to sort this. Come on Selfridges - you can do better. REPLY: I can do Matthew but it will be the fifth email I’ve sent. I’m not sure what good it does - I’ll probably just get your normal response of you’ll rely on 72 hours! But you never do.

Absolutely appalling customer service from Selfridges.

My order was originally due for delivery on Monday and was then delayed to Tuesday, Wednesday, Thursday, and now it has been over a week since payment was taken and I still have not received my goods.

DPD confirmed they could not deliver to my chosen pickup point because it was full and advised that Selfridges needed to change the delivery location. I contacted Selfridges immediately and clearly stated that if this could not be resolved, I wanted the order cancelled and fully refunded.

Instead, I have spent hours chasing both Selfridges and DPD by phone, email, and live chat. I have been given conflicting information, repeatedly promised updates that never happened, and only received copy-and-paste responses with no actual resolution.

I requested escalation to a manager multiple times and was refused. One live chat agent ended the conversation rather than helping. I have still not received my order or a full refund, only the delivery charge was refunded.

For a company like Selfridges, this level of customer service is shocking. Taking payment and then leaving customers to fight for basic updates and refunds is unacceptable.

Extremely disappointing and I would think twice before ordering again.

I placed an order with Selfridges on 18 April 2026 for my wife’s birthday.

What followed was far from a “premium” experience:

* The order arrived on 20 April with parcels already opened and packaging damaged
* The wrong jumper was sent
* I contacted customer services immediately (15:44), responded with full details and photos within 20 minutes
* I then followed up again the next day after hearing nothing

After that — silence. No response, no update, no urgency, despite this being a time-sensitive birthday gift.

Eventually, after chasing, I received replies that:

* Failed to acknowledge the lack of communication
* Asked me to return the item and place a new order (despite the original item now being unavailable)
* Offered a gesture of goodwill only if I spent more money with them

The end result:

* The birthday gift was unusable
* The moment passed
* I’m still waiting for a full resolution and refund

Mistakes can happen—wrong items, damaged packaging, it happens.
But ignoring customers and then shifting the burden back onto them is where this really falls down.

For a brand positioned at this level, the service simply doesn’t match the promise.

Following this review, Selfridges responded publicly and asked me to get back in touch so they could resolve the issue.

I did exactly that.

The private response I then received was very different:

* I was told delays in response were due to high email volumes
* The previous goodwill gesture was deemed “sufficient”
* No further resolution would be offered

So to summarise:

* Public response: “We’d like to resolve this, please contact us”
* Private response: “We’re not doing anything further”

This kind of inconsistency is disappointing and, frankly, quite embarrassing for a brand positioned at this level.

The core issues still stand:

* Incorrect item supplied
* Damaged/opened parcels
* Missed birthday occasion
* Multiple emails ignored
* No meaningful resolution offered

At this point, it feels less about resolving the issue and more about managing public perception.

Would never use this company again waste of time!!!
Trying to find out where my delivery is been lied to for a week
Customer Services are very unhelpful and well not help you out in anyway

If I could give zero stars, I would. I recently placed two separate orders for highly sought-after items (Jellycats), only to receive automated cancellation emails shortly after. Why? Because Selfridges is happily taking people's money for stock they do not even have in their warehouse.
​
Overselling items to this degree is completely unacceptable for a supposedly "premium" brand. To make matters worse, their automated email states that if you paid via PayPal, they force a refund via an eVoucher rather than returning your money to the original payment method.

​I have sent multiple emails to their customer service team over the last several days to formally complain and get this sorted, and I have been completely ignored. No response, no apology, just radio silence.
​It is incredibly frustrating to deal with such poor inventory management and non-existent customer support. I expect someone from Selfridges to contact me immediately to resolve this.
​Order numbers: 226345391 & 226321066

I am absolutely appalled by what just happened to me at Selfridges. I ordered a £1,350 Zimmermann dress online. It arrived with a broken strap, so I immediately booked a DPD return on the exact same day. DPD failed to collect it, so I brought it into the store myself just to get a refund for a damaged item.

What happened next is genuinely insane. The in-store staff inspected it and told me the dress was a FAKE. I literally had no idea until that moment—I just thought I was returning a broken dress! Instead of apologizing that their warehouse shipped out a counterfeit item, three Zimmermann staff members (including the manager) turned on me. They stood on the shop floor laughing at me, aggressively sniffing the dress, and loudly accusing me of buying a fake to pull a "scheme."

Why on earth would I willingly walk a fake dress directly to the brand's own experts for a face-to-face inspection if I was trying to scam them?! It is completely illogical. I even offered to show the manager my timestamped photos of how it arrived, and she aggressively refused to look at them.

To make matters worse, when I went to the main Selfridges Customer Service desk, the assistant openly admitted it’s entirely possible a previous customer committed return fraud, and the warehouse just failed to check it properly before shipping it to me.

So because of THEIR massive supply chain failure, I was publicly humiliated, mocked, and branded a thief, and they are now holding onto my £1,350.00.

Do not buy luxury goods online from Selfridges. Their quality control is clearly non-existent, and if they make a mistake, their staff will bully you for it. Still waiting for my refund.

order 225947802

My sister bought me a nice pair of Christian Loubutins for Christmas 2025.
They arrived but my usual size that I normally wear ran 2 sizes too large!
Unfortunately they did not fit and my sis was understandably upset as she had been on the waitlist for these for 3 months and was excited to surprise me with them and naturally wanted me to like them. Bless her heart.

I initiated a return and it was so unnecessarily stressful. The courier that they partner with in Canada supposedly does not work with Selfridges. I contact the courier as they were supposed to issue a pick up date but they never turned up. Months of back and forth emails and phone calls occurred. Selfridges re-arranged a new shipping label with a “new courier” turns out it’s the same courier that refused to work with them due to systems not being integrated on Selfridges end! Selfridges finally issues a new courier and I was somewhat relieved...but the saga continues. Typing about this all is actually really infuriating as you expect more from such a high-end shopping mall.
It took 3 whole months before the CS team were able to figure out something so simple… I dropped off the parcel as the courier never came to collect the parcel!!
Once the parcel landed back in London, England, you could see that someone called Joe had signed for it. No correspondence from Selfridges to acknowledge that they had received the parcel, no email confirmation that a refund will be issued within x amount of days. Nothing! Mind you these shoes including customs and tax cost the price of most people’s monthly rent in most big cities! It felt like they had just scammed us. Took the shoes back but did not issue a refund! Many more complaint emails were sent and they started to be ignored! I was so polite and patient throughout the whole email thread and it’s like the CS team (almost a different person replied each time) had decided to ignore my emails. My sis phoned them but they were not helpful at all and then she spoke with an online agent who she said was friendly…another 1 month goes by before a refund is finally issued! (Again, no email to confirm this)

TERRIBLE EXPERIENCE! Would avoid using their online store to order anything within the UK and more so if you live outside of the UK.
The AUDACITY to make the client chase them for something that they owe us is RIDUCULOUS!

DO NOT SHOP HERE!

I’ve aways had a great experience with Selfridges. Orders and returns are super efficient and easy. I pay the annual shipping subscription which is good value, as shipping can otherwise be expensive. Customer services are both easy to reach and helpful. The range of clothes stocked is excellent.

Horrendous experience! Never ever order from them. Three times I’ve orders and either the wrong item was sent or the parcel never arrived. Customer service is a joke and they just keep ending my chats when I ask for a refund on a parcel that has never arrived. I’m so upset!!

Wish I checked the reviews on Trustpilot..

I ordered a last minute gift for a wedding which was available (at extra cost) for next day delivery.
Lo and behold Selfridges changed the date (confirmed by DPD) so I didn't get it in time for the wedding. No mention of any refund for the extra expense of next day delivery either.

I've already emailed the support email address, just to receive an AI response that doesn't address my issue.

I feel like I've been scammed. Avoid Selfridges like the plague.

I'll be doing a charge back on my credit card if I don't receive a full refund.

Ordered on the 20th for next day delivery now the 26th still not dispatched, have spoken to the online chat several times and given excuse after excuse as to why its not arrived.... eventually this morning was told it was due to one of the items in the order being out of stock (despite it still showing as in stock online)..... fine. As i had paid with giftcard i unfortunately had no choice but to accept the refund to eVoucher.....
Placed another order straight away with the eVoucher for named day timed delivery (for tomorrow between 8-12am).... so far that's also not dispatched.... and yet to receive an order confirmation email hours later, so I'm not holding out much hope of that arriving either!
For such an expensive "luxury" goods website you'd think the service would be great..... absolutely never again! If it wasn't for the fact the refund had to be eVoucher I wouldn't have placed the second order at all.

Ordered a few items over two weeks ago to collect from the store. Order still says 'Ready for dispatch to store'. Contacted customer service, who responded saying there are "Delays due to technical issues in distribution, and due to that your order is yet to reach the store". That was eight days ago, and I've not had an update since. What is going on?

They refused to refund me for a clearly damaged luxury handbag that I notified them and sent photos of on the day I received it. The customer service was truly shocking - I only eventually received a refund when I told them Amex would dispute it on my behalf.

This was in breach of my statutory rights in terms of the right to a refund for a faulty good under the Consumer Rights Act.

The £50 gift voucher they offered did not really touch the service for the hours I spend dealing with it. Don’t make the same mistake I did and shop from somewhere else.