Selfridges & Co

Purchased 3 items before Christmas, they were delayed in the US due to bad weather and when they arrived, one of the items (Burberry Card Holder) was missing. I promptly contacted Selfridges thinking it was probably an oversight on their part because of the Christmas rush. Wrong! Selfridges customer service has done nothing but give me excuses and tell me that the items were scanned and put in my package and that they fulfilled their contract. They will not be issuing a refund? What? I was speechless, and have spent the better part of 3 weeks arguing back and forth with them, only to have them stop responding. Online chat told me they were starting the refund process and that I would get a confirmation email. Nothing. They told me a manager would ring me. Nothing. I am shocked beyond belief that a store of this size would dismiss a customer like this. Their customer service is abysmal and they now have my £153 and my item.

*After reading multiple review sites, this seems to be a common issue with Selfridges. This company conducts their own "investigation" with absolutely no transparency and expect you to just take their word for it.

All of their emails say:
" We write with regard to your disputed delivery claim of £125.73
As part of our investigation into your claim, we have undertaken a thorough review of the process leading up to delivery of your order alongside the delivery of your order.
We can confirm that after reviewing all available information and completing our investigation, the BURBERRY Sandon check-print cotton and leather card holder was correctly delivered to your address.

For this reason, we are unable to process a refund.
If you have any further queries, please do let us know.
Kind regards,
I appreciate that you have been waiting some time for an outcome to your ongoing investigation. I would like to apologise for the delay, however, we have now had a chance to complete all the necessary and available investigations thoroughly for you.

During this we have firstly raised this with our dispatch team, they have double-checked our records and the stock levels as it stands, from this check we can conclude that the correct stock was picked and packed into your order in line with our packaging guidelines. From here, the items were dispatched to our courier partner, who were provided the necessary information to deliver the item to you. We have since raised an investigation with them and used all available evidence, including GPS, which places delivery at the property where a signature was obtained. We have spoken with the driver, who has confirmed that delivery has been made with no noted issues.

Due to the results of the above, all available evidence indicates the contract of sale has been completed. We are therefore unable to investigate this any further, and any further action with regard to this dispute would need to be conducted through alternative means. If you feel you have been a victim of a crime, please contact the police.

*It looks as though they have a theft problem with their distribution employees, but instead of dealing with them, they place the blame the customer. There are multiple reviews, all saying the same thing. Missing items and Selfridges tells you they conducted their own investigation and too bad, you are not getting a refund.

Sir my fridge compraser is now out of order... Plz sove my problem... My contect [protected]

Staff Isabel at the Burberry store on the third floor is terrible. When I got there she get the wrong product prepared for me. Because it was my last day in London and would fly back to US the next day, I couldn't wait for another day to buy the item i want. Her attitude is extremely bad as well. I want the item for a long time. And Isabel just say it is too late to get to the basement to get the item and when I was hesitating she just rudely said that ' ok. I need to close the store right now !' The tax refund department was still open even after 9pm which I was really grateful and want to thank to. The lady there was really nice and would like to wait for me. As a customer, I really think that when Isabel said that there is nothing she could do with no really bad attitude is unprofessional. And it was a shame to have just a sales in your department store. Isabel ruined my trip. When I choose to buy the other item similar, it turned out to be a damaged one. And when I got back they just refuse to do exchange only because they close the drawer. How ridiculous does that sound ? The item is of British style and was a souvenir and memory of my beautiful stay in London. However, Isabel ruined it with her awful attitude and unprofessional sales skills. I high recommend you reconsider her or at least lecture her how to be a professional sales.
Worse still, the bear I got is very damaged. Burberry is a luxury store with quality and reputation. The product I got is damaged and dirty. I hope you can do something about it. I live in US. You can see if it is possible to do exchange.