selfridges Reviews 3,806

Shocking lack of accountability for a harmful product
I am extremely disappointed with my recent online purchase from Selfridges. I spent £68 on a hair care set that caused me severe hair loss and physical damage to my hair texture.
When I contacted their customer relations team, they completely dismissed my health concerns. They hid behind "hygiene policies" and "Terms & Conditions," refusing to take any responsibility for selling a product that is clearly harmful.
For a high-end retailer like Selfridges, telling a customer that hair loss is just a "unique reaction" is insulting. They provide zero protection for online shoppers when a product is faulty or dangerous. I will never shop here again. Avoid their beauty/hair section if you value your health.

Horrible experience they scammed me I ordered a bag from their worth £500 they never sent it - sent me an empty box I reported to customer service I showed proof went back and forth they called me a Lier and thief they were so unhelpful the lady was really racist towards me and didn’t help me one bit DO NOT ORDER FROM THEIR EVER - YOU WILL GET SCAMMED.

I was served by Deborah today! The sweetest and most knowledgeable customer service assistant I have had in a long while!

I ended up buying two of the north face bags just different colours! Thank you thank you!!!

I made an order via the Selfridges app for about £250 and paid an additional £10 for a Next Day delivery. When the order still hadn't been delivered 3 days later, I contacted support, and they basically said that, in the small print, it says they aim to deliver the next day, but it's not guaranteed, and refused a refund. I couldn't believe what I was hearing and even called up to speak to a different operator, but received the same info. I just can't believe something like that from a premium brand! Bonus: The 'live chat' agent was rude and ended the chat despite my asking further questions.

Started my Christmas shopping at the toy store at selfridges. Mohammed Nazmul was very friendly and helped us to find the items that we were looking for. Hope to visit again to finish off our Christmas shopping.

Visited house of cb in Manchester Trafford today and was looked after by the wonderful Erin. Erin was so helpful and friendly and helped me choose the perfect dress. I want to say a massive thank you to Erin for making our experience so good.

I like to experiment, and did so with Selfridges.com. I found the experience flawless and excellent.
I've shopped with the budget retailers like Asda, Iceland, Morrisons etc. Overall service I found adequate, substitutes and use by dates to be sometimes a pain in the jacksy. Sainsburys a step up.
The Ocado and Waitrose my two faves.
So I thought I'd treat myself and go upmarket, yep much more pricier, I'll try Selfridges.
I know it's pricier but worth it now and again, to try something more extravagant. My order came a day and a half later, all my order was there. Unlike the supermarkets that come and are bagless, having to separate yourself from the tray they arrive in, or the ones that do come packed in bags, with heavy objects on top crushing the lighter ones packed underneath that end up squashed like crisps or bread, Selfridges came in a nice sturdy box and each item neatly and individually wrapped.
So yes Selfridges impressed me, upper price comes with the name and quality of products, but the care of wrapping and presentation was a nice touch. In my opinion exta expense but worth the experience. I look forward to my next shopping experience with Selfridges. Let's hope it's like my first one. At the end of the day it's only money.....

I had such a lovely experience with Kerryl at the Fenty Beauty counter. She was incredibly friendly, helpful, and genuinely went above and beyond. Kerryl took the time to offer advice, guide me through the products, and even demonstrate them to make sure I found exactly the right match.

She was polite, approachable, and made the whole experience feel relaxed and enjoyable. Thanks to her, our visit to the counter was truly wonderful. She’s a real credit to the team!

I have ordered an item from Selfridges. It was being delivered by DPD. The item is now physically in the shop for collection (I’ve seen it/ been shown it). However, I cannot collect it due to having no code. I have been in contact with Selfridges and was told I would be sent a code later that day, I was never sent one. I have tried again without success to contact customer services but have not received a reply. Will not be using again. The parcel still remains in the shop that I use daily.

Paid for nominated day delivery, and they didn’t dispatch it until after that day had passed. Tried to resolve this with customer service, and they refused to assist due to it being addressed to someone else’s name (as a gift). Advised I would need to change the order details, but were then unable to tell me how. Awful experience all round, still haven’t received the parcel, will never buy from Selfridges online again and would advise you don’t bother either.

I ordered an item for delivery and the site claimed it would arrive by 13th. Once paid, the receipt stated it will now be sent by 20th. I pay an annual fee for delivery so usually choose the day and time. However, it was not until I paid for it that this information became availableon my receipt. If there are delays regarding stock or deliveries, it should be on the site whilst the order is being placed. It's a present, so is time bound. Very poor show, Selfridges, very poor.

Have delivery included subscription but due to warehouse issues Selfridges not currently offering next day delivery - over promising yet gets worse.
2 orders this week failed to despatch at all for specified (not next day) delivery.
Customer service agents very friendly but can’t do anything as have to log a ticket with IT for maybe 3 day reply.
Suggested cancel and re order.
Cancelled and re ordered but again not despatched.
What is going on at Selfridges no one interested in IT or non despatched orders.
They should close their website for orders until this chaos is resolved how can they expect customers to wait in for a delivery never to get the DPD notification as they couldn’t be bothered to even advise the orders weren’t even picked and worse according to customer service prob never will be!

Luxury store? No, not these days. Purchased something online over a week ago and paid extra for it to arrive today. It is a gift for my nieces 18th Birthday which is tomorrow and have now been advised that there is a delay and that the items are unlikely to arrive in time. They are not even able to verify with the delivery company.

This has happened to me before around Christmas time. I won’t be ordering from them again

I am not surprised by all the negative reviews either. This is a brand in decline.

I placed an order with Selfridges on 30/03 (Order number: 226052577) with collection scheduled for the very next day. It is now 10/04, and I am still waiting — with no order, no meaningful update, and no accountability whatsoever.

I have contacted customer service four separate times. Each time, I was given the same empty promise: that someone would be in touch within 24–48 hours. Not once has this happened. Not once. The complete lack of follow-through is unacceptable and frankly insulting.
What makes this worse is the total absence of ownership. I have been left to chase repeatedly, only to be fobbed off with scripted responses and no actual resolution. There has been no proactive communication, no apology that feels genuine, and no indication that anyone is actually taking responsibility for fixing the issue.

For a company that positions itself as a premium retailer, this level of service is shockingly poor. This experience has been nothing short of frustrating, time-wasting, and deeply disappointing. I expected far better from Selfridges, and instead I have been treated with indifference.

I will seriously reconsider ordering from Selfridges again, and I would caution others to think twice based on this experience.

I cannot believe after so many negative reviews, Selfridges still haven't attempted to make their customer service experience any better! I wish I could attach screenshots of my experience with them today. Their AI bots tone of voice, was so much more helpful and understanding. As soon as I was connected to a real advisor, it's like they didn't want to speak to me at all. Makes you feel so awkward even though you know, you haven't done anything wrong!

Unfortunately I ordered a Dehanche belt and it wasn't fulfilled, apparently due to not passing quality checks. I proactively reached out to customer service as I can see the belt is still in stock and there are so many available so simply wanted to know
1) why I didn't just receive another belt.
2) would there be an issue again if I ordered the belt.

The advisor was so rude and unhelpful. First they told me it's cancelled and stock online isn't always updated in real time. I expressed my disappointment as I could add at least 5 belts to my cart to which they said, order it again if you want. WOW. I'm in actual shock. Only after I probed politely to say, I just want reassurance if I order it again, there won't be any issues, the advisor said I've escalated this. The end. Nothing else on when I can expect to hear back and what they will review. The advisor then left the chat.

Possibly the worst customer service in the high street. Went in store to return a £300 unwanted item, mentioned off-handedly that it was a gift, and they issued a gift card without asking (I had the purchase card in my hand and I could have come back another day). Complained and they said I had to prove that they didn’t ask for permission. Maybe next time I get our my phone to record the transaction just to be sure

Customer experience 1 star

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.