Tony Chen

Review of Selfridges

I know it is a huge shopping mall and nobody will ...

I know it is a huge shopping mall and nobody will care what I write here. But I want you know the risk and unpleasant you could have shopping in selfridges.



When I purchased it, the seller named "Julia" said they didn't have additional same sun glass and had to sell the displayed one to me though I told her I didn't like the displayed one. Then she cleaned up the glass for a while and found a small dot shaped scratch that she cannot clean up and offered me 10% off for the damage.

She first added a tag to the glass and then cut it as she told me this is damaged one. I thought the damage is acceptable since it is hardly noticeable and bought it. She told me this glass is no longer returnable. But on the bottom of the receipt, the Selfridge policy is "sale items can only be exchanged", so I think I can still exchange it within 14 days.

After I came home I found two 1cm long horizontal scratches on the another side of the glass which is very obvious under light from a particular angle.

I didn't have time to visit the store until the last day in 14 days period, I have to come to their shop and explained the situation. A female staff named "Inesa" treated me rudely and refused my exchange request. She told me "Do not spit on her" and I swear didn't. Then I asked to speak to her manager, and she said she is the manager.

I then went to Selfridge customer service desk on 4th floor. They asked another staff from the sun glass to come upstairs but still refused my request. Their reason is this is a damaged glass and they cannot resell it - but how on earth they allow to sell it to me on the first place?

I feel the seller "Julia" neither didn't see the defect or deliberately didn't tell me the defect when she sold it to me. And I feel I am entitled to have exchange as per Selfridge's policy.

I then wrote e-mail to selfridge customer service since the desk in shop cannot handle my request. I ask for an exchange of a new same sun glass - since I had 10% discount, I will pay the amount when exchanging. After several e-mails saying they are chasing it, they simply ignored me and do not reply to me any more.

Four months have passed, I have no idea how to protect my rights continuously. One thing I am sure is I will never shop here again.