Selfridges online account issue

Heathermcex · 19 November 2022 at 7:41AM

I live in Northern Ireland which is part of the UK. Selfridges advertise they deliver to NI but I can no longer get an order delivered from them. I have been an account holder for a few years. This problem only started this year.

I recently received e-gift cards from my employer (a bank) in a reward scheme for £500 which I am unable to spend as my orders are not being delivered. I have been emailing and ringing Selfridges to try and resolve but am no further forward.

When I place an order it is dispatched to DPD who then send the order straight back to Selfridges. I get an email from Selfridges to say they have received my return and they will process the refund. My e-gift cards have been refunded as e-vouchers which can only be used online. Plus they are not transferable. They can only be used with my email address which is called out in their terms.

DPD tell me that the items are being sent to their International hub as if I live in the Republic of Ireland and they can’t process them. My address on my Selfridges account is clearly UK. My invoice on each order has my correct address and my NI postcode. As I never get the parcels I can’t see what is on the label. However other GB retailers use DPD to send to NI and I have had no other issues with them. DPD delivered a John Lewis parcel to me last week.

My husband set up an account with Selfridges and ordered an item last week. It was delivered successfully. From DPD tracking I can see it did not go through the international hub. However I can’t resolve my problem by asking him to place the order as he can’t use my evouchers as they are not transferable.

So it is clearly an issue with my account. I have been constantly ringing and emailing Selfridges to no avail. Promises to escalate with a ‘senior’ to contact me and then nothing. I sent an email to ask in the circumstances could my vouchers be transferred to my husband. This email was sent 2 days ago but I don’t have a response yet.

I am concerned my account now registers as if I am a repeat returner. Even though I did not return the items they register as returned. I tried to add my item again on Thursday. It suggested it was in stock but when I tried to add it to my basket there was a message saying there was not sufficient stock. When my husband tried on his account the item could be added to his basket. But I can’t use the evouchers on his account.

So I am now stuck. My employer has gifted (and paid for) a reward which I can’t spend. In the reward scheme I chose Selfridges. My colleagues all picked other online retailers and have had no issues.

Selfridges clearly call out in their terms that something purchased with an e-gift card and returned will be refunded to evoucher. If they refunded to e-gift card my husband would be able to order my item. So I do think this term is a bit unfair.

I just don’t know what to do next or if there are any organisations could help me. I would welcome ideas.