selfridges Opiniões 3753

I ordered an ice wine online and arranged to collect it in-store on a specific date because I was only in Central London briefly. When I got home and opened it (before gifting it to a friend), I realised the security tag was still attached. Completely unacceptable for a store that calls itself “luxury”.

Customer service offered me only two options:
- Return it in-store, or
- Return it via the post office.

Neither option was convenient, but I still used my Easter bank holiday to sort it out. When I arrived at the post office, I was told I had to provide my own box to return it — meaning I had to take on the risk and extra cost for their mistake.

Now Selfridges is holding my money, I have no product, and I’m stuck chasing a refund for an error they caused.

This is not luxury. It’s ridiculous!!!!!

Luxury store? Joke! I ordered two dresses from here, tried them both on and they didn't fit, tried on and returned the same day of delivery with all of the security tags still in-tact.

Then, was refunded for just one dress!? Spoke to Customer Service who tried to explain the other dress was pending approval as it didn't pass the quality check - what Bulls**t! Both dresses were with their tags on, and tried on when I was wearing not a speck of makeup or perfume, and I do not wear fake tan. They kept this refund in "limbo" for 3 weeks, so no returned dress, no money back, nothing.
I am meticulous with all of my items, alongside with my returns too. I had to open up a dispute with my credit card company, and only then did they panic and refund me.
Disgusting! Will NEVER order from here again.

I had a very disappointing experience at Selfridges during a recent visit around 5pm to the Prada pop-up.

I was there to celebrate my sister’s birthday. She is autistic and deaf, and had been really looking forward to visiting Prada to choose a bag—something she had saved and saved for over time. Unfortunately, the experience was completely overshadowed by the behaviour of one of the sales associates.

When a colleague asked her to assist us, she was on her phone and appeared visibly annoyed at being interrupted. Instead of helping, she dismissively gestured in the direction of the pop-up. She even made a face at her colleague in front of us, clearly irritated at being asked to do her job. When I addressed it, she said she was “sorting out her ticket,” which is not appropriate while ignoring customers.

Her attitude made us feel like a complete inconvenience, which was especially upsetting given my sister’s additional needs and the significance of the visit.

Although another staff member later stepped in and tried to help, the damage had already been done—my sister no longer felt comfortable, and we chose not to purchase from Prada.

To make matters worse, there was no manager available when I asked to raise the issue.

This level of service is unacceptable for a store of this reputation. We left and spent our money elsewhere, where we were treated with basic respect. Sadly, we will not be returning.

Outstanding customer service from the team at Prada, including the personal shopping team.

I would highly recommend a visit to Selfridges.

Shout out to Dean and Mekel!

Less than helpful from the Customer “Care” team. Wish i’d have looked at Trust Pilot before order but you would’ve thought with a ‘reputable’ company, you wouldn’t need to! Would never buy from them again, nor recommend them.

Purchased a pair of very expensive shoes for a wedding. The return too almost 2 months and customer service were useless. Do not buy from them.

Was served by a wonderful young man at the Hourglass make up
Counter. Geo was incredibly helpful his customer service is second to none. He had so much knowledge about the brand. I was looking for particular products to address some concerns . Geo gave me a demonstration before I even bought anything his work of art paid off . Above all Geo is a lovely, caring and most patient young man. I am totally sold to the hourglass range . He truly is a credit to selfridges in London if only the staff on the byredo perfume counter were more like him thank you for boosting my confidence Geo and making my visit to selfridges by far the best ever and I do visit London selfridges every weekend. Geo I will be back next weekend for some more products and to see your beautiful smiling and most welcoming face keep doing what you do me and my friends adore you thank you so much once again

Appalling ecommerce set up. Doesn't work on a phone and incredibly clunky on a laptop - if you pay by PayPal you lose the opportunity to add non-billing delivery address or any extras. Customer service entirely apathetic and uninterested in helping me recreate the order manually. Not worth a normal price, let alone their brand-inflated nonsense prices.

I placed an online order with Selfridges for delivery to South Korea in November 2025.
The order contained 9 items. Of those, 7 items were ultimately not fulfilled by Selfridges. For 5 of them, I received cancellation emails stating: “We are sorry to tell you that the below item from your order has been cancelled. Unfortunately, when we went to dispatch the item to you, it didn't pass our quality checks.” I only actually received 2 items. One of the 2 items I did receive was a MAC eyebrow gel with batch code A82, which indicates a 2022 production date. The formula was so dry and unusable that it also had to be refunded. This meant that I effectively paid KRW 42,500 (£25) in shipping just to receive one item.
As a result, 8 items were supposed to be refunded in total. However, I only received 6 refund transactions. Two refunds, worth around £77 in total, are still missing.
What makes this especially frustrating is that Selfridges’ own transaction report only shows 6 refunds, and my bank’s overseas transaction record shows the same: one original purchase from Selfridges and only 6 refund transactions. In other words, there is no sign in my bank record of the “pending” refunds that Selfridges claimed were still with my payment provider, and no record at all of the remaining 2 refunds.
I contacted customer service multiple times from December through to 31 January. I explained the discrepancy clearly and pointed out that their own records did not match what they were claiming. Instead of properly investigating, I kept receiving repeated replies stating that all refunds had been processed and telling me to wait or contact my payment provider.
Other than the file showing 6 refunds, they could not provide any valid evidence for the remaining 2 refunds. On 3 February, they gave me an AUTH code and told me to ask my payment provider about it. However, the AUTH code 310515 was already shown in Selfridges’ own file on the original purchase transaction. It was not a refund reference for the 2 missing refunds. This was not a meaningful response: giving me a code from the original purchase transaction and presenting it as if it were helpful for the missing refunds, then telling me to take it to my payment provider. Being a foreign customer does not mean lacking basic understanding! I no longer knew what else to say to them.
This has taken a huge amount of time and energy over a very simple refund issue. I still have not received the 2 missing refunds. I also never received proper refund notification emails for those 2 items, and their order status still showed as “in progress”.
In fact, this order did not necessarily have to be placed with Selfridges. The reason I chose Selfridges again was that, during a previous purchase, I had already experienced a quality issue with one of their products. At that time, I bought several palettes of the same product from the same brand in different shades, and only one of them was missing the protective film on the mirror. I had to go through a great deal of effort and communicate through multiple channels before any after-sales action was taken. Even then, their attitude was ambiguous, as if it were not really a serious problem. They initially only offered £10 in compensation, even though the price at that time in 2024 was KRW 87,542.09 (around £51–£52). Only after I insisted did they finally issue a refund. They did not arrange for the product to be returned. One reason may have been that they would have had to bear the international return shipping cost, and they also mentioned hygiene concerns. But if the product was not normal to begin with, why was the customer first expected to accept only £10? Would the customer not also have hygiene concerns? They never clearly explained what had caused the problem with the item. I am not saying it was necessarily second-hand, but they never clarified what had gone wrong or properly acknowledged where the issue may have arisen. The issue may have been resolved in the end, but it still left me feeling as though I was the one causing trouble or trying to take advantage of them, simply because I was not willing to accept a £10 compensation offer as if the item could still reasonably be kept and used. That discomfort stayed with me for a long time. That is why I placed another order with Selfridges, mainly for that item. The price had increased somewhat to KRW 92,000 (around £54). I also wanted to prove that I am an honest customer. I even sent customer service photos showing that the product had not been used and had been discarded.
I never expected to run into after-sales problems again with this order. The way this company handles problems honestly does not reflect the standards I would expect from a company of this size. No matter what, I still need to share my experience.

Paid £10 for next day delivery and is being delivered 7 days later. Anna from the complaints department is so sorry apparently, so sorry that she has sent me the small print, explaining that I should not expect next day delivery even though it is paid for! She has declined to refund next day delivery. I think Jelly cat should be aware how you treat customers and take your rights to sell them away too!

I was unfortunate enough to visit "medicine bakery" in Selfridges Birmingham.
Our server was abrupt which descended into rudeness. We were told that we would be served in paper cups, which at the prices charged I think is cheeky. No explanation was given as to why.
Only one piece of cutlery between 3 people and one napkin.
To be honest this falls well below my expectations.
The only positive point was that the food and drink was adequate.

I truly cannot believe Selfridges today is the same one I used several years without any problem. I can see that the score that barely goes over 1 reflects how good they do.
I am ashamed of how much money I spent there, I bought something every week, probably more several times a week. I have bought makeup exclusively with them if not in physical shops in my country.
Well, one day they just decided Serbia is not good enough for their makeup, so I can buy expensive shoes and dresses etc, but nothing beauty related. I should have escalated that, but just could not believe that discrimination I was facing. What changed? owners, or something else, maybe I will never know. But I am sure with that company policy they are falling face down very fast.
Now, I would not get something from their fas*ist hands if they were paying me.
Date mentioned is one I used to check if everything is as it was, and it is. Happy free-fall.
Re: To the one replying. I gave you screenshots, emails, evidence that suddenly I cannot buy what I bought last week. It lasted months. I have sent 100 or more emails like that. You asked specific products, I sent that email, different one another email. If you want to let me buy, let me buy. If not, don’t. I don’t have anything more to discuss or I wish to.

My purchase of £499 stopped working properly after several months. Selfridges customer services said they couldn’t help & sent me to contact the manufacturer of the item they sold me!! In short if you buy faulty goods from Selfridges don’t expect a refund or exchange. Poor all round .

An extremely useless company. Received a personal shopping experience voucher after switching banks. This is to be booked by april. Multiple phone calls, live chat and emails to customer service and personal shopping experience have yielded no response. The customer service team assure that the Manchester Trafford Centre have the details and will reach out soon. Still waiting for that reaching out. The links in the emails don't even work, sends you to an oops page. The WhatsApp numbers dont exist. I come on here to see how do I get a response. Seems like you're all in the same boat. Unbelievable that this is an international well known brand, more like a Temu experience!
And no, please don't reply to me saying you're sorry for my experience and direct me to email you and you'll reply to me shortly. As I have already done so multiple times and
Zero response from customerservices at selfridges.com, phone calls or live chat.

Useless company, and even worse that there is no incentive to change this by the higher ups. Is this not embarrassing for such a large company

purchased an expensive moncler coat, noticed threading coming loose, returned it to the store, who attempted to repair, but then gave it back to us saying "nothing they can do" now we are left with a faulty coat , wont be shopping in selfridges again

We spoke to a guy called Robbie in the Birmingham store. My dad is gluten free. This guy checked on line for us checked some biscuits for us and went above and beyond to help. He was so nice to us.

I ordered a dress from Selfridges and this ripped the first time I wore it up up the back, leaving me completely exposed at an event. I raised my complaint via live chat within 7 days and the agent ended the chat with me. When I raised a new complaint a couple of days later, Selfridges claimed they never received my first message and now refuse to price match the cost of the replacement dress as it's now outside of 7 days and the original dress has doubled in price.

Given I complained within the extremely small 7 day window, and had such an awful experience with the product I feel I am well within my right for Selfridges to price match the cost of replacing the dress with a non faulty item, and I'm very disappointed this will not be done. I've lost all faith in the brand, for such a huge iconic store I really would expect more. Nadia and head office has not been able to resolve my query, so any replies to this review will be fake and I won't take it down unless I get the price match I am entitled to.

I spotted the Crisps Easter Egg by Torres on their website. Packaged and delivered great but the price of delivery was almost £8!!!!! shocking!

The product was tiny, the size of my phone. Was expecting something bigger than what arrived but, it did arrive on time and I should think so for £8 delivery, and not next day mind!

They should put some size comparison on items that are small so you are not shocked by a large box arriving with a tiny egg inside.

Other than that, service was great as usual.

Great selection of brands, but too busy.

Terrible customer service. Ordered something as a gift, wrong item was received. Contacted Selfridges to send the right item. They refused to resend item or give refund. They kept closing the chat before I could respond. Avoid buying from Selfridges online.