Selfridges-The Consumers Complaint List-In the Public Domain

I paid for a suit at Selfridges (BOSS SB3 SUIT 2) on Friday 01/03/02 and collected it on Saturday 02/03/02 because the trousers needed altering.

On 15/03/02 when I wore it for the first time I found that it was too big. After a close look I found surprisingly that it was actually not BOSS. The brand name of the suit is BLAZER.

I contacted the store and was asked to bring back the suit. I went to the store on 18/03/02 (from Lancaster) and talked to the manager Mr Savarino.

After examining the suit and trousers he told me that they didn't sell BLAZER and the trousers I got were (strangely) from the last year's stock. He stated clearly that he did not believe my story and argued that it could not happen.
Because of this I declined their offer of refund and demanded an investigation. Mr Savarino took the suit and the trousers and promised to investigate the matter. However, so far I have not been given the result of the investigation.

Yesterday (21/03/02) around 6pm I contacted the store , I was told that Mr Savarino was in a meeting. When I asked to talk with any other managers about the progress of the investigation, I was refused and told that "no one else knows the matter" and "the earth will not stop running because of your wrong suit".

I also contacted (Ms) F at (020-7318XXXX Custmer Relation), however she could not give me any information on the investigation either.

This morning (22/03/02) I contacted the store and Ms F again around 11am and was told again that Mr Savarino was in a meeting and "no one else knows the matter"

I gave them my mobil phone number and they promised to give me a call today(22/3/2002) . But they refused to tell me when I could get the result of the investigation; and I am worried about that. The problem is that I will be away from next Tuesday 26/03/02 and 14/04/02..

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Editorial Comments

A Right of Reply letter has been sent to notify Selfridges that this customer's experience of their service is now in the public domain.

Why not just accept the refund?
MB.. 4April 2002
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"well it all seems a little strange to me ?"
Claire Hull... 9 April 2002
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why not check what u have bought, would u not have noticed the big name in the middle of the inside of ur jacket?
Vicky...20 April 2003
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Take the refund. Those trousers do rather make your bum look big.
G. Merrylees..2 May 2003
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While it does seem strange, there is the possibility that Selfridges uses an outside alteration service and that there has been a screw up at that service, possibily sending back the wrong garments. Many Retailers use outside service providers such as alteration services and sometimes these are small operations run by maniacs who are desperately trying to meet deadlines in sweat shop type operations nothing like the selling floor at Selfridges.

If your story is genuine then you should pursue it full and WRITE by HAND or TYPE (printout ok)a formal letter to the Store Manager, use his/her name etc set out the details clearly, don't over embelish the story, and deliver it by hand or mail NOT EMAIL OR FAX. Then follow it up with a phone call within a few days. See how that works.
Tom Thompson...13 May 2003