I've always loved the clothes from Selected and never had a problem before, but my recent experience with a faulty item was shocking. I ordered a leather jacket that was about £200. Within 6 weeks a button on the lapel (which I didn't even use) had broken off. I was pretty surprised so presumed it was a fault with the product. However when I contacted customer service, they said that there was nothing they could do except give me a 10% discount on my next order. It wasn't exactly a cheap item, so I presumed that some leniency could be given on the month returns policy because I wouldn't expect a £200 jacket to break after 6 weeks. I loved the jacket so I wasn't looking to return it, just have it exchanged or at least offer some repair assistance. None of this was offered. What I found completely incredulous however, was that my birthday happened to be shortly after this exchange, for which I received an email from Selected offering me 20% off my next order. They offered bigger discounts for bodysuit than for faulty products they were selling. I contacted the customer care again regarding this fact but received no help once more.
For a premium product with a premium price tag, I would expect better assistance, and some concern on the brand's behalf that one of their products were faulty. They didn't seem surprised or embarrassed at all that this was the case. I haven't used their 10% discount because I can't say I'm instilled with confidence in the brand.
UPDATE: The below is incorrect. I ordered the item online. I was never contacted by a customer service manager. This is quite appalling customer service.
Review by AceTCK9 months ago
Appalling experience. I ordered a pair of suit trousers. They sent the wrong ones (even from a different brand), plus they had stains. So I returned them, after contacting their costumer service. But now they sent them back to me again, saying that I did not purchase the article in their online shop. Conclusion: I lost 60 Euros and I have a pair of trousers that I didn't want, that don't fit me and that are worthless due to their stains. If I could give zero stars, I would. BTW, incredibly slow customer service. It took them 14 (!) days to respond to my message.
UPDATE: After the reply below, I started a new inquiry with the shop. I received a new return label and sent it back. Since then (over a month ago), nothing happened. I have not received my money back and customer service did not reply to my recent inquiry. If I were you, I would steer clear of this online shop.
EDIT: It seems that I cannot reply to comments. So here is my order number: 9108507915
Review by ChrisNunn Oksuzoglu11 months ago
While overall it wasn't a *bad* experience, it barely hit the 'decent enough bar'. First of all, I'm really annoyed whenever I can order things that a company doesn't have on stock, even if I get the money back. The item that I was most looking forward to was not shipped. While the shipping was good, I was surprised by the bare packaging. H&M is shipping in boxes, while Selected can only afford a plastic bag. The other item that I ordered is okay but the material looks much cheaper than on the pictures. Again, I feel like I could've just ordered from H&M. To conclude, it was an *okay* experience but I don't think I will be a returning customer.
Review by Karri1 year ago
fab quality great price, quick free delivery.
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