The email below was sent to the customer services ...

The email below was sent to the customer services team on 21st February 2019 to which we got apologies and promises it be addressed, 10 days later we have heard nothing further with regards to the complaint and have not been able to explain why the refund has not been made. Further email chaser sent 1st March 2019 with a promise of a response in 24 hours, again nothing! The whole experience from delayed order by over a week missing the birthday it was intended for, incorrect items sent to not even being able to get the refund is far from the service I would expect from a supposed reputable organisation such as Selfridges!! Seems to me you want to make it so hard to get a refund in the hope customers will give up!? Be interested to get Selfridges view on this?

Email 21st February 2019

I have experienced a very poor service from yourselves recently and would like to make a formal complaint.

In January I ve ordered a couple of items (they were for someone s birthday) - the money was taken from my account there and then yet the items didn t turn up for a week later than they were meant to. When they did turn up, one of the items wasn t even the one I had ordered therefore had to send it back. You have received this back by 5th February but I still haven t received a refund. I called to speak to the team this time last week (14th Feb) and was told that it s unclear why it hasn t been refunded however someone would get back to me with an update within 48 hours. I heard nothing since then. I decided to call again today (21st Feb) to chase this up however now I m being told according to the warehouse you ve sent the money back on 5th Feb.

I urgently need someone to look into this as there had been no money coming into my account from Selfridges.

At this stage I don t think I would purchase anything from you in the future.

Look forward to your response.

Selfridges Response

Thank you for your email,

Please accept my sincerest apologies for the service you received, this is not the service we strive to provide for our customers. Here at Selfridges we pride ourselves on offering our customers the luxury customer care that you would expect from us and I am sorry that this is not what you were offered during your experience. I appreciate that from start to finish your experience has not been a desirable one, I would like to offer my sincere apologies for the disappointment and delay you have encountered while shopping with us online.

We have been informed by our returns team that they have processed a refund for your order, however I'm very concerned to hear that you have not received these funds. Unfortunately, I personally, am unable to assist with investigating this, I can see that our dedicated team are looking into this for you, and I'm disappointed to hear that they are yet to resolve this for you, I will chase this with them now in a hope to expedite this for you, and to get a resolution for you.

If you have any further queries, please do let us know,

Kind regards,

Chris