SmallBizGenius Analysis
Selfridges receives mixed reviews, with praise for helpful in-store staff but significant complaints about online order fulfillment and customer service. While some customers have positive experiences with specific departments and staff, many report issues with delivery, returns, and online shopping.
Category Breakdown
Scores based on analysis of 272 recent reviews
Customer Service (Online)
2.5/10Many reviewers report negative experiences with Selfridges' online customer service, citing unhelpful agents, long response times, and difficulty resolving issues. Customers describe customer service as "useless," "terrible," and "appalling," often struggling to get assistance with order problems or returns.
45 reviews mention thisDelivery Issues
3.0/10A significant number of reviewers complain about delivery problems, including delays, missed deliveries, and items not arriving at all. Some customers paid for next-day delivery but received their orders much later, while others report that their orders were canceled or lost in transit.
38 reviews mention thisReturns & Refunds
3.5/10Several reviewers express frustration with Selfridges' return and refund process, describing it as slow, complicated, and unreliable. Some customers report that their returns were lost or rejected for questionable reasons, while others waited weeks or months to receive their refunds.
30 reviews mention thisIn-Store Experience
8.5/10Many reviewers praise the in-store experience at Selfridges, highlighting the helpfulness and knowledge of the staff, particularly in specific departments. Customers mention positive interactions with staff in cosmetics, fragrances, and toy departments, noting their professionalism and willingness to assist.
25 reviews mention thisWebsite & Online Ordering
4.0/10Some reviewers criticize Selfridges' website and online ordering process, describing it as clunky, unreliable, and difficult to use. Customers report issues with adding delivery addresses, using PayPal, and navigating the site on mobile devices.
15 reviews mention thisProduct Quality
6.0/10While some reviewers are satisfied with the quality of the products they purchased from Selfridges, others report issues with damaged or defective items. Some customers also complain about receiving the wrong item or an item that does not match the description on the website.
8 reviews mention thisPros & Cons
What Customers Love
"I visited the Birmingham store today and was delighted to be served by Keith in Guerlain fragrance and Laura in REFY makeup. Both were exemplary, professional, knowledgeable and so helpful. They made..."
"Outstanding customer service from the team at Prada, including the personal shopping team."
"I recently ordered a pair of boots from Selfridges. The delivery was fast and the item was very well packaged."
"I've been having a great experience shopping the Selfridges sales online. Really good quality items at competitive prices and being part of Selfridges +, it includes free delivery, so good value f..."
Common Complaints
"Paid £10 for next day delivery and is being delivered 7 days later."
"Absolutely appalling customer service and return and refund process!"
"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 bef..."
"Appalling ecommerce set up. Doesn't work on a phone and incredibly clunky on a laptop"
"Bought a pair of trainers in store (Arne trainers), wore them once and cracks became present, with the material peeling off."
Common Questions About Selfridges
Answers derived from customer review patterns
Is Selfridges legit and trustworthy?
Selfridges is a well-established department store, but many customers report negative experiences with their online orders. While the company is legitimate, the reviews suggest that their online order fulfillment and customer service processes are unreliable. Customers frequently complain about delivery delays, incorrect items, and difficulty obtaining refunds. Therefore, while Selfridges itself is a legitimate business, the online shopping experience may not be consistently trustworthy.
Based on 45 reviewsDoes Selfridges have good customer service?
Customer service at Selfridges appears to be inconsistent, with a clear divide between in-store and online experiences. Many reviewers praise the helpfulness and knowledge of in-store staff, particularly in specific departments. However, online customer service receives overwhelmingly negative feedback, with customers describing agents as unhelpful, unresponsive, and difficult to reach. Many report struggling to resolve issues with orders, returns, and refunds.
Based on 45 reviewsIs Selfridges worth it for small business?
Whether Selfridges is worth it for small businesses depends on the specific needs and priorities. If a business requires high-end or unique items and can purchase them in-store, the positive in-store experiences may make it worthwhile. However, if a business relies on online ordering, the numerous complaints about delivery, customer service, and returns suggest that Selfridges may not be a reliable choice. The potential for delays and complications could negatively impact business operations.
Based on 45 reviewsWhat is Selfridges' return policy like?
Based on the provided reviews, Selfridges' return policy is a source of significant frustration for many customers. While the stated policy may offer a certain return window, numerous reviewers report difficulties with the return process, including returns being lost, rejected for questionable reasons, or refunds being delayed for weeks or even months. The lack of clear communication and responsive customer service further compounds these issues, making the return process a potential headache for customers.
Based on 30 reviewsWhy are Selfridges' deliveries so delayed?
Several factors may contribute to the delivery delays reported by Selfridges customers. Some reviews mention warehouse issues and problems with dispatching orders, suggesting internal logistical challenges. Additionally, reliance on third-party delivery services like DPD introduces another potential point of failure, as some customers report issues with tracking, missed deliveries, and packages being left in unsafe locations. The combination of internal and external factors appears to be a significant cause of delivery delays.
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