Kindly shared by M. Fieldman
What happened
On Saturday 19/06/21, my daughters purchased various items for a Father's Day surprise for me. One of the items was an expensive (£30) presentation cheese box. They had told the sales assistant that it was a Father's Day gift. Upon receiving the gift on Father's Day (20/06/21), I immediately noticed that the cheese box had a 'USE BY' date of 21/06/21! I believe that this is unreasonable. I spoke with the Foodhall manager, Dan, who was entirely unsympathetic about the situation. Despite the sales assistant being told that it was for a Father's Day gift the following day, his argument was that it was actually sold on the 19th with 2(!!) days until expiry. The item was not reduced in price despite being so close to its expiry date. I was told, after an argument, that I could return the item for a refund, but as we live a way out of London, time/congestion charge and parking make this a pointless exercise. To be honest, I feel that my daughters have been victims of sharp practice and a shocking customer service ethic. My daughters spent over £230 in Selfridges on that trip, and frankly, we have all been left with a bad taste over this situation. I did phone back and spoke another customer service representative who took my details with a promise of a follow-up, but as yet have had no contact (and if my other contacts with the company are indicative, I would be lucky to receive any follow-up). In conclusion, it appears as though Selfridges no longer has any interest in customer satisfaction. Not what I would expect from an established retailer.
What I wish had happened
Quite simply, an apology, a reflection of understanding, and an offer of a refund on the item. I should not have to struggle to persuade Dan, the food service manager, that selling a large quantity of cheese which has a Use By date for a day after its intended gifting date is unreasonable. It shows that his interest is making a sale at any price, and really having no interest in customer experience. Does he really believe tht any of our family will be interested in shopping in Selfridges in future (I accept that Selfridges will not survive or fail because of my shopping habits, but it is the thin edge of the wedge for them.
Where this happened
In Person - Oxford Street Store
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