I have been a Selfridges+ member for about one year. Made 11 orders totalling to about 1500£, by purchasing around 60 items. I would have easily spent more money, if it were not for the fact that Selfridges' customer support is, quite honestly speaking, the worst I ever encountered for an online company in my life. Furthermore, they offer little or no customer protection whatsoever.

Since Selfridges are not exactly competitive when it comes pricing, nor prompt delivery, I would at least expect that service would be good, but alas it is not.

The following experience prompted me to write this negative review:

I ordered an Egyptian cotton duvet cover that came with a BLOOD STAIN on it. Customer Support was apologetic and offered an e-voucher as a remedy. The online function to request a pickup to return the product was not functioning, so customer support asked me for a date to schedule a pickup. After I provided a date and time, customer support completely stopped responding to my e-mails, even though I sent multiple follow-ups. In the end, they scheduled the pickup on another day without even confirming this with me, which happened to be a Sunday. Therefore, I had to go out and spend 5£ to print out a return label, as I do not have a printer at home, as well as to cancel my Sunday plans to stay home and wait for the DHL pickup man to arrive. Sent a complain to Selfridges, but received no response whatsoever, even though I followed up multiple times. No e-voucher was ever sent to me.

Lastly, a few months later I decide to re-order the duvet along with some bed sheets anyway. What do I receive? A set of bed sheets with BROWN STAINS(!) that has clearly been repackaged. E-mailed Selfridges but no response yet.

I am really appalled at Selfridges' overall complete lack of service and dishonesty. I would not judge their customer service staff right away, because I would assume the company is run by greedy upper-management that favours profit over service.

That said, an overall terrible shopping experience that I am certain the late Mr. Selfridge would find as unscrupulous as well.

Update 1: Two UK working days later, Charlotte has not even bothered to respond to my e-mail, which she requested below.

Update 2: Updating the Review from 1 star to 4 stars, only because of the excellent customer support from Cliff of the "escalated complaints team". If the other support staff at Selfridges were as attentive as him, the company would certainly be in better hands.

Update 3: Against my better judgement, I ordered another duvet from Selfridges. It arrived with the package open, along with a distinct strand of red hair on the white duvet. The return process was a hassle. I have no faith in this business whatsoever. 0 stars.