selfridges Reviews 3,806

Denied a refund / exchange due to it being earrings. Although there is no mention of this on the exclusions on the back of the receipt. The back and front of the receipt both mention 14 days on the back and an actual date on the front AND the fact I was given a gift receipt for them. What other purpose would a gift receipt serve other than for a return / refund? I asked if my wife could return them if she didn’t like them as I wasn’t sure on the exact style. Hence the gift receipt.
Always shopped at selfridges as I trusted them and thought there would be some form of back up to what I have always considered a high end and trusted retailer. Shame

I hate shopping at Selfridges.
They’re not very accommodating, especially the sales associate at Morphe. As a tourist, I’d rather go to Australia for my luxury shopping.

Awful customer service. Returned an order which was ultimately lost by DPD. Selfridges did not inform me it was lost and I had to chase multiple times on email and the phone for updates. Selfridges have refused to refund me despite having provided proof from the DPD website that I dropped the parcel. Given it's a significant amount of money to have lost, I am appalled by the lack of urgency and care shown by the customer service team.

*Update: Still yet to receive a response to my letter*

Honestly, this has been incredibly frustrating. I bought these headphones brand new and they simply did not work. They wouldn’t connect properly to my device or to any other device I tried. Of course I had to open the box — how else are you supposed to know if headphones work?
Despite this, my refund was refused because they were “opened and tested,” which makes absolutely no sense. A brand-new product should not be faulty, and testing it once to confirm it doesn’t work should not void a return. Being told that their team “found no fault” completely ignores my actual experience as a customer.
This feels like a convenient excuse to avoid taking responsibility for a faulty product. I expected far better from a company with this reputation, and the customer service around this has been genuinely disappointing.

SH*TFRIDGES more like. I won’t shop here again to save the hassle of dealing with their ‘customer service’ team. I bought something expensive online, tried it on carefully and decided immediately it was not was I was looking for. I packaged it up as per original packaging and sent back via Selfridges return. Was told the item had scratches, marks and was damaged so I wouldn’t be getting a refund - which was complete nonsense, nevermind the exasperating and mind-numbing copy/paste responses. I had to ask for evidence, get my card issuer involved and state my consumer rights, threaten small claims court, plus firmly worded emails + a sprinkling of common sense to get a refund. Reading other reviews (which I wish I’d seen beforehand) it seems this is a common scam from Selfridges. Seriously Selfridges you need to sort this out. Are you not embarrassed? You’ve just caused me so much unnecessary hassle and stress I don’t want to shop with you again. Customer service - clue is in the name. Writing this to warn others of the online refund scam. Please don’t reply to this with your automatic response - it pains me.

Update - reported to trading standards, BBC watchdog and an investigative journalist. Hope this stops them from messing customers around.

Ordered for expited delivery, never showed. Required heavy handed threats to issue the refund. Never again. And a half Christmas spoiled for it. Shit company, and shittier customer service. Period.

AMAZING im a happy customer...I was searching everywhere for a tablet for my son and the only place that had stock was Selfridges&Co i ordered late at night on the 18th Jan 2026 which was actually a sunday night the tablet arrived the very next day on the Monday 19th Jan 2026 even tho in the email on that night told me that it would be delivered on the 20th. I was kept in the loop via emails and then DHL took over and even gave me a 1 hour delivery time window. WOW AMAZING SERVICE. im not sure why Trustpilot has so many 1 star reviews but my honest experience is a 5 stars.

Just been told that a pair of boots I paid £1250 for are not refundable as they found a mark on the sole. This is after three weeks of them not being able to find the parcel despite return within 2 days. How should you try a pair of shoes on? FLOAT IN MID AIR!?? Stay away from buying anything from them, online!

1* is generous - selfridges sent me the wrong item TWICE and then refused my refund - I have been chasing this for near 2 weeks now with their customer services team - I have been promised updated, call backs, email backs and keep being let down.
Most recently was promised an email back by today - shock, no email.

Their customer service is NON EXISTENT , honestly the level of service I've received from them is a joke and I guarantee all the response I get to this is 'please email our customer service team' - useless.
I've even had 3x calls disconnected on me when I've called to raise my issues - which is WAYYYYY to coincidental to be an accident......

My order is 224844337 - PLEASE can someone actually resolve this rather than just constantly palm me off.

Items arrived soaked and unusable, courier investigation took a week, then I was told to return them. Returned via Royal Mail, tracking stuck, no replies from customer service.
Nearly three weeks gone, no items, no refund. Emails ignored, everything “48 hours” and dependent on the courier. £100 lost, and Selfridges clearly doesn’t care about customers

Order.224966397

This is honestly the worst customer service I have ever experienced.
There was no proper support, no responsibility taken, and no real solution offered.
Because of this experience, I will be sharing my review to warn others.

Sold me odd ugg boots totally different to each other

Would give it a lower rating if I could. Take your money, cancel your order due to ‘an error on their side’ and then you have to put in the leg work to chase up your refund. After many times contacting them, it got processed well over 2 days from the order being cancelled. Keep your money & earn the interest for yourself.

Absolutely appalling customer service and return and refund process! My Husband ordered a jumper, trainers and boots for me for Christmas, amazing except the jumper does not fit. I had flu over Christmas and so didn’t try to return until 7th January only to be told that there was a cut off of 2nd January. I have the receipt, no Christmas return cut off documented. First email answered with an automated response followed by at least 2 scripted responses failing to address my concern, no escalation, just passing around an inadequate customer Service department.
So shocked by this absolute lack of care for customers. only wish that we had looked at the hundreds of appealing reviews on here before spending. AVOID!

Would give a 0 star if I could.
I am a long term customer of Selfridges. I am aghast at the incredibly poor customer service I have received for an error that is entirely of their making.
I was in London on a trip and bought a pair of jeans. On going to wear them the next day, I found that the security tag was still attached, making them unwearable. I contacted them, they were entirely unsympathetic stating that I would need to return to store. Explained this was not possible they then sent me a form to fill in and send to the store and cut me off.
I filled in the form and received no reply for 2 days. I contacted customer services again and have been told that I need to pay to return the product by post and write a covering letter. I asked for a returns label, but told not possible. I asked them to organise a replacement, told not possible.
From reading these reviews I have no confidence that this will resolve satisfactorily. I am so disappointed in their lack of empathy, lack of accountability and complete lack of effort to right a wrong of a customer who spends significant amounts of money at their store.

I would rate it 0 stars if I could.
I have ordered fragrance worth £200 as a Christmas gift. The item arrived unreleased/opened which is unacceptable. I requested refund which was rejected I’ve arranged return with an agent and I’ve sent it twice and twice it came back. It has been over a month now. They never explained reason why they won’t accept it. If they thought I opened it myself? I explained everything several times in emails in letters in live chat. I would rate it as very poor customer service. If opened fragrance isn’t good for return but good enough for customers.
This is the last time I have ever bought anything from them.
My only option is to ask my bank for chargeback. I am not giving up!!!

Horrific company. Abysmal “customer service”. Won’t allow me to make a formal complaint despite my asking several times. Purchased an item which was faulty when it arrived. Took photos of the item and promptly returned it.
As the item was intended as a Christmas gift, I purchased a replacement online from selfridges. The same faulty item was then returned to me, wrapped up as new!
They won’t allow me to make a formal complaint, and are incredibly rude on emails, including one I have received today which was titled “Dear XXX”. Couldn’t even be bothered to edit the email template to actually insert my name!
I would fully recommend avoiding Selfridges, and instead purchasing items direct from the producer.

Absolutely appalling service not something you would expect from Selfridges
I wish I had looked at reviews before ordering.
I have tracked my return since 30th December and still kept waiting for refund despite several emails and online chats. Avoid at all costs.

I have spoken with a manager from X and he said unless I download refunds app I will have to wait a month for a refund which is against consumer law. Trust pilot won't allow me to post the screenshot. I have sent it to trading standards now

Why send scripted reply like you do to all customers that have already sent emails to customer services.
I have emailed BBC watchdog with all my proof and screenshots of Selfridges saying I have to wait month for refund just because I won't be dictated to download an app.

Best customer service out there. Selfridges go above and beyond, when a customer has an issue. I've been a regular customer at selfridges and cannot sing their praises high enough.