Selfridges

BEWARE! SELFRIDGES ONLINE SHOPPING. EMPTY BOX SENT VIA DPD. NO REFUND!

By the time people read these reviews it is too late. DO NOT BUY FROM SELFRIDGES ONLINE. If you have it is too late!!!

They need to be stopped!!!.

Customer services are all trained to charm, decieve and manipulate. You will get trapped into their web of lies and promises which will lead you to exhaustion.

I ordered an expensive beauty product and instead received a damaged, opened and empty cardboard box delivered by DPD.

I immediatley sent Selfridges photo evidence including CCTV footage of the courier clearly holding the opened parcel prior to handing it to me.

Selfridges agreed that my parcel was tampered with and seemed empathetic and wanted to help me get my refund.

They asked me to send images to pass onto courier company to show evidence.

The next day I was sent an email from Selfridges saying "We can confirm that after reviewing all available information and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address.

Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund".

I contacted DPD to find out why on earth my refund was denied after sending clear evidence showing my parcel was damaged on CCTV and in photos.

DPD explained that Selfridges had not opened up a claim on my behalf and sent over any of my images to them, so there was no investigation that took place.

I was so shocked to hear this and contacted Selfridges again. I spoke with numerous agents regarding this and they all made excuses about how images could not be downloaded because their systems block them.

After 2 weeks of multiple calls each day, Selfridges continued promising to send my images but never did. Each day DPD confirmed Selfridges had not been in touch.

DPD instructed me "Tell Selfridges to contact us and open up a claim on your behalf and send images otherwise we cannot investigate your case".

I repeatedly told them I had done this 3x a day everyday for 2 weeks.

I had the same fake templated emails from selfridges denying my refunds: "We can confirm that after reviewing all available information and completing our investigation, the item was correctly packed into the order and sealed correctly before delivery was made to your address. Delivery has also been made successfully with no noted damage on receipt from the courier. For this reason we are unable to process a refund".

This was contradicting informaton with DPD, because apparently Selfridges had not even sent over my images, so a claim was not raised.

Selfridges were clearly lying to me and sending their standard email templates that they use with all customers to deny them of refunds. 

I tried posting a letter to Selfridges Head manager, talking to DPD with App chat and whatapp and still no resolution. I get agents constantly hanging up on me or ending our virtual chats when they don't like me questioning my refund or my photo evidence. There is constant avoidance from both Selfridges and DPD.

As for my missing product... The courier could have taken it knowing there is no follow through from Selfridges, since the retail company won't ever contact the courier company with my photo evidence.

Or, Selfridges may not have even packaged my product in the first place. They could have purposely opened and damaged it to shift blame, knowing their policy on their website states they do not refund for lost / damaged parcels.

That's quids in for them, a product to keep and re-sell in store and leave me with an expensive empty cardboard box.

The only way for refund is via the courier company, in which they set out to make never happen. Us, as customers cannot ever make the claim ourselves, it has to be done by the retailer. How convenient!

Selfridges lie to us saying they've sent our evidence, when in fact they hadn't. We recieve fake investigation emails from DPD that are not legit, because DPD never recieved our photo evidence.

This is a win-win situation for both DPD and Selfridges. DPD don't need to pay out any compensation, and Selfridges repeteadly get away robbing us time and time again.

This also works when customers want to make a return of an item. Selfridges insist they use DPD. They then pretend they recieve an empty box and deny customers a refund. They can then re-sell the returned product that was apparently missing.

Selfridges is not a premium store that many of us might think, it is warehouse stocking expensive goods, displayed in a posh store as a front to portray luxury, but run by rookies.

Don't be tempted to buy anything from them. You will be yet another victim!!!

I bought some items at Selfridges in Trafford Centre, Manchester and getting home found I had been overcharged for one item. It wasn't a lot in money but I paid an extra third on the item price so contacted customer service. I got an e-mail back saying thanks for letting them know. I sent another that I'd expected more of a response than that considering they had more of my money than they should have. I then was asked for details/copies of receipts etc etc. After another 4 e-mails they agreed to refund the excess if I returned to Manchester as I paid cash. I told them to keep it as I wasn't travelling back, their customer service is appalling.

Terrible customer service i ordered a item 2 weeks ago not processed by selfridges had a confirmation email from paypal saying that the payment is pending awaiting selfridges to process contacted customer service to be told they had not got the order and would get someone to contact me nobody did ... i then emailed them complaining still no contact... so i called them again the day after and was basically told that it was a problem at their end but the money hadn't been taken and i would have to reorder the item which has gone up in price by 20% and that they wouldn't honour the price i should have got it for ... i am extremely disappointed and upset by the lack of customer service this was a christmas present

I live in Canada and purchased a gift card from Selfridges as a wedding gift. My daughter, who lives in London, mailed it to me but it got lost in the post.

I contacted Selfridges and without hesitation they cancelled the transaction, voided the gift card and refunded my credit card. Words cannot describe how surprised I was that they would do this. I am so appreciative and grateful.

By solving my problem in such a seamless manner, I will continue to shop at Selfridges when I visit London each year. Over the years, customer service in retail has been declining, however, not at Selfridges. Well done to the Customer Service Team!

Only part of ordered item arrived, customer service a complete waste of time. Will never buy from Selfridges again.

visted their london store for sunglasses, bought myself and the wife a pair. Staff could not do enough for us.

Total joke of a supposed luxury shop.

Send me soiled goods, no email to say that they have received them back, no refund. When I question them about (two emails), they finally tell me three weeks after they receive the goods that they will refund it manually if I telephone them. I call and tell the woman my card details (which I am not even sure she understood as she repeated it back to me wrongly repeatedly) she can't tell me why it was not refunded and it will take a further 5 days. Go to Liberty or ANYWHERE ELSE. Won't order anything from here again.

I still can’t believe this place can call itself “the best department store in the world”. That must be a joke… I received a gift card for my leaving do and wanted to use it during the sales. Well, surprise, surprise! The card doesn’t work, so the money that was given to me in this gift card is now lost somewhere. Who knows where? The main issue is that their called “Customer Service line” is totally useless! Every time I call someone different answers, and it is impossible to get transferred to the person who you spoke to before. The whole experience has been so frustrating. I’ve already spoken to  many others who I can’t recall their names. In conclusion, the sale is about to end and Selfridges has the money on this gift card  and it was a gift card for me. This company is a total joke.

The level of customer service for this store is so low it drops off the scale. I have worked in Customer services for 10 years, if our Company offered the same level of service we would of gone bankrupt by now. Three weeks ago I bought a men's scarf at a cost of £30. The store is approximately 50 miles away. The scarf was, a Christmas present for my dad who lives in Scotland. Wrapping said present it was discovered that the Security tags had been left on the scarf rendering it useless. I had to buy another gift. I rang the Customer Services, and omg, poor service, that's an understatement. He told me to either take the scarf back to have the tag removed, a 100 mile round trip just to remove the tag, or post it back to them, at my expense, they would remove the tag and send it back. I am appalled, I told him I want a refund, he said again, to take it back to the store for the refund. Or, I could take a photograph of the tag on the scarf, attach it to an email and send it to them, they might refund my postage, MIGHT, WHO ARE THEY KIDDING HERE. The chances of them refunding my postage is nil. They didn't even promise to refund it, only said they might. Oh, and he also said that they had had a lot of items being purchased with the tags left on just lately, a shoplifters dream store with that attitude. IM SORRY BUT WHEN I DO EVENTUALLY TAKE THIS SCARF BACK TO A STORE I WONT BE VERY POLITE, NOT THE STAFF'S FAULT AS SUCH. BUT SELFRIDGES CUSTOMER SERVICES SORT YOURSELVES OUT AS YOUR IDEA OF SERVICE IS DISGUSTING

Worst customer service

Received gift vouchers for my birthday, which I decided to save for the sales.

Went into Selfridges and spent about £500 on various purchases, used part of my gift vouchers on some of the purchases and some of the gift vouchers on a bag and paid the balance.

Despite explaining to customer services that I purchased a faulty bag and would like a full refund rather than part voucher and part refund.

This is due to the fact that I had already done all my shopping and had I known the bag was faulty I would have used all the gift vouchers on the other purchases rather than the bag.

I had a manager come over to explain the policy, which in my view this situation was exempt of this policy as how was I to know the bag was faulty in the first place as if I knew I wouldn’t have purchased it.

I got the response that its policy to pay back in vouchers if you used vouchers. I wasn’t disputing the policy, but is it policy to sell faulty items then force a customer to purchase items because they have unused vouchers due to a faulty item despite having already done all my shopping.

I offered to bring in receipts of the other purchased that I made by card in order to get a refund and use the gift card but I was told about the 14 days policy.

I as a customer felt penalised for buying a faulty bag and now have no bag from the sales as per the plans I had, as there no longer are any bags other than full price bags I can select from.

And I am now left with vouchers I need to use despite having done all my shopping.

Not a service I will be in a rush to return to!