Michelle N.

Ripping off customers during COVID
Hands down the most horrendous experience I have ever had. I purchased a pair of shoes which I've been eyeing for a long time and it took me ages to save up for it. When it arrived, unfortunately it did not fit me - it was too small. I was unable to exchange it for another pair because they were all sold out so I had to return the item for a refund. I then found out I was shortchanged $338.60. When I emailed their customer service team to enquire about it, they refused to refund the $338 which I paid for duties charges even though the goods were returned to them. This has never happened to me with any other overseas retailers before, let alone Selfridges, which is supposed to be a well known department store. All other retailers I've purchased with, big or small, if you return an item, you get a FULL refund of the amount you paid! I have also contacted my local customs office and they advised me that only the ‘owner' of the goods (which in this case is Selfridges since I've already returned the shoes to them) can claim a refund for the taxes & duties. I am unable to claim it myself. I feel robbed. $338 is a lot of money for us ordinary folks, especially during COVID. I am disgusted with the way they handled this and will never purchase from them again. I also paid for a Selfridges+ membership which costed me $70. More money down the drain for no reason.