Missselfridge Reviews 220

Terrible service, especially since the start of Covid-19!

I completed an online order and my order was not delivered.

As a result I tried to contact miss Selfridge to ask where my order is or to provide a refund.

Outcome: no way of contacting Miss Selfridge other than through the delivery service which is Hermes. So, I contacted Hermes and they informed me, they take no responsibility or liability for my issue and to contact the retailer direct but, there is no way of contacting Miss Selfridge!

Where is my refund or items that I've ordered? It remains a mystery because there is no way to contact Miss Selfridge and Hermes are a terrible delivery service! Hermes leave parcels just about anywhere and everywhere! My work colleagues have also informed me, their parcels either aren't delivered or have gone missing when delivered by Hermes! Mmmmmmmmm!

They have definitely gone downhill over the years. Bought a leather jacket from them a long time ago and it was good quality for what I paid for and has lasted me like 5 years. Placed an order with them few months ago for a leather jacket and they cancelled my order for no reason whatsoever, I only found out few weeks later when I got an email from them that my "refund has been processed" and I was like ????? The refund wasn't even for the correct amount (it didn't include the shipping fee that I paid for) so I had to contact them twice (first was to ask why my order was cancelled for no reason and second about the incorrect refund amount). I placed a second order later on for the same jacket and a couple other things. The jacket was so badly made.. looked really cheap and had a really bad fit. Returned the whole order for a refund on 2/Nov/2020 and I have still yet to receive my refund!!! Chased multiple times to no avail. Order number: 491056465

Definitely are out of touch with fashion now . Used to have a lot of cute and in style stuff , now it’s kinda boring .

Appalling customer service! It is no wonder this company is in administration. Rude staff, poor returns policies and absolutely shocking quality of clothes! NEVER EVER BUY FROM HERE UNLESS YOU HAVE MONEY TO WASTE.

Absolutely disgusting customer service! I ordered two items in October via the website (before MS was in administration) and they arrived a few days later. The dress which I order was horrendously short and there is absolutely no way that it could be called a dress. Shortly after receiving the order, a national lockdown shut the local store meaning I was unable to return. When the shops opened in December, I attempted to get a refund in store but I was spoken to by a very rude member of staff who said I could only exchange. There was nothing in the store I wanted and to be honest, I wasn’t keen on buying from a failing business. I asked for my money back, or even for the money to be put on a gift card so I could use it online but there was no chance. The manage was very rude about it too saying I should have returned it before now. Not sure what crazy power she must think I have but there was literally nothing I could do!!! Would never ever shop from here again and wouldn’t trust buying from the Arcadia chain. It’s obvious why they’re failing.

Unbelievable! I’d never have thought that a reputable company would have such issues. Customer service is non existent.

I’ve had 2 different orders- one consisting of a coat, that came with a hole and was sent back next following day (24th of November 2020) and the second consisting of two pairs of trousers which I also sent back within a day. I used Hermes and followed all the instructions yet the order has vanished from my online page and no refunds are forthcoming. I also followed up with 2 emails which were due to be responded to within 24 hours, I’ve yet to receive a reply. The phone lines are disabled, how do we get a hold of anyone that works there?
I don't understand why they don’t temporarily close the online sales platform and deal with the existing orders and catch up! I wish I would of seen the feedback here on trustpilot before I even thought of ordering anything from MS. It was a big mistake. ( as longer time passes as easier for MS is to say that order got lost/ can’t be found etc and etc). Currently my account states that there are no items awaiting to be returned/ being returned or whatsoever.
So the question is - where are these parcels? ( I end up having no money , nor items)

I used Klarna payment method for the coat- and even so I told them I’ve sent it back- they still are going to take the second payment soon, as there is no response from MS. I warmly suggest research reviews of any online company you are planning to order from ( despite how reputable they might seem, to avoid any situations like this)

It’s really frustrating, because now I end up having no coat for winter ( and based on other people’s reviews- some are waiting several months before they even got a response) I don’t have several months to wait.

No matter the issues are - simply communicate to your clients! It’s a two way street- we created a contract that protects both of the sides, so why suddenly I feel that I’m cheated ?

If a 0 star rating was possible, I would list that and it is no coincidence that many have had a similar experience.

If you want to succeed in business, it is absolutely paramount you deliver a timely service whilst providing good customer service.

Update

Because I used Klarna for my purchase, I contacted them to explain the situation and ask them not to charge me for the next instalments. They provided me with contact details and within a day my returns were accepted and refunds issued.

OMG!!! AWFUL CUSTOMER SERVICE!!! I scheduled a collection via Hermes for return they never turn up!! I still have the item! Also I sent back my previous order for refund via royal mail 10 days ago, still no refund, no communication or whatsoever!! I've sent them 4 emails no respond!!! And NO CUSTOMER SERVICE PHONE NUMBER ON TOP OF ALL!!!

Return process failed.

I requested a return via the miss selfridge portal via Hermes collection however Hermes failed to collect my items.

When I contacted Miss Selfridge via email (twice) nobody returned my email. There's no contact number to phone them.

I still have the the item to return and Miss Selfridge have failed to uphold their legal duties in distance selling.

I ordered £170 of clothes that their couriers said they’d left in my porch - which I don’t have. The package got stolen as it was clearly visible from the road. This was 2 weeks ago. Customer Service have been fobbing me off saying that they need to investigate with the courier. At first I just asked them to resend the items, now I just want my money back. Instead of immediately asking whether I wanted the items resent or a refund, they’ve told me I have to walk up and down my road asking my neighbours and check cctv cameras in the road. You can’t call them as they’ve shut down their lines so you have to rely on someone bothering to get back to you. AVOID AVOID AVOID. You can get the same style clothing in other shops that know how to treat their customers.

Used to love Miss Selfridge and would be my ‘go to’ for new outfits for nights out etc. However don’t know if it’s just me but they seem to do everything now in doll’s sizes. Have some lovely jumpers in at the moment but not everybody always wants to wear ‘cropped clothes’ so some jumpers (apart from the longline ones they sell obviously) which are actually full jumpers would be nice! Going to give up even looking there now and judging by the reviews on here - looks like I’ll be doing myself a favour.

Clothes poor quality. Waiting 3 months for a refund and no sign of it, quite happy to have items back but ignore you when you ask for the money back. Lie saying they'll ring you back to sort it out but don't bother. Customer service advisers rude. No compensation offered. Really really really regret buying from them. Honestly don't bother wasting your time

Clothes are very poorly made, shocking quality, fit is also very odd. It is a shame as it used to be one of my favourite shops. Another cheap, fast fashion produce. Not worth even 1/3 or the price.
Will never buy again.

Never had a problem until the last two orders. However the fist delivery was left outside my office door it was a miracle it was still there the next morning because the door faces the main public road. Just this week yodel supposedly delivered a blazer in the middle of the afternoon. Never arrived.contacted MS- apparently Covid is affecting people answering emails... at at their homes. Ridiculous. Thank god they don’t actually provide vital services. So as of now lost my money and MS don’t want to know. So I would avoid unless you can walk into a shop. Try NAKD, better quality, excellent delivery, return and customer service.

update: so after being ignored by CS I raised a claim via paypal and lo and behold someone got in touch. Even more interesting is the fact that the item was dropped off on Friday night or Saturday morning outside my place of work - one week after it was 'delivered' by yodel. Do yourself a favour and avoid both companies.

So update to my update - this company wants MORE information to verify that’s it’s a genuine transaction. Try contacting your customer service Since I emailed them asking for assistance. My order number is 484135378

Lovely quality items, and they regularly have sales, so you don’t have to wait long to get your most loved trends at a good price.
Small delay with delivery due to shortage of staff/Covid-19, but it was well worth the wait. I’ve bought lots of clothes from Miss Selfridge, and always get compliments from family and friends. I’m sure I’ll be buying many more things from them in the future.

Would give it 0 if I could. Trafford Centre store is an absolute joke and the managers (if you can even call them that) are rude ignorant and just dumb. Staff are all about 12 and lack basic manners. Poor service, absolutely disgusted with the way I was treated

The worst experience I have ever had! I STILL have no idea where my order is which I purchased over 4 weeks ago. No response from customer service or instagram, they do not care! I WANT A REFUND!! Don't waste your time girls.

Not a regular customer but I saw a scuba dress on sale and it looks absolutely stunning. The dress came in perfect condition and good quality. Happy with my purchase.

Awful customer service. You are given to a different rep every time you reply to emails. They ignore things that they do not want to deal with, ie complaints

Actually I give 0 stars the customer service is disgusting I have been waiting for a refund for over 3 weeks and have heard nothing even after several emails and phone calls that are not answered

The worst customer service ever! They are hardly contactable with just email and Twitter. I got a response days later but was told it would be another 48 hours to respond. Apparently they’ve tried to deliver twice but I’ve not received a thing. They don’t even try and escalate with Hermes. Absolutely useless. Won’t be buying there again