Harvey Nichols Reviews 133

The worst Customer Service I have ever experienced. If I could have given it zéro stars, I would have done.
I found it almost impossible to get a refund for a cardigan that was never tried on and in the post again within 30 minutes of delivery. I provided proof that they had received it back, and I still had to email and phone several more times. When I finally got my refund( later than legally required) they had deducted too much for postage.
Avoid,avoid,avoid

Appalling Customer Services
Really appalling Customer Service from Harvey Nichols. Email responses take days and days! Issue with previous order in December, when there was no delivery for days when promised and when the order did eventually arrive, one of the items arrived with black marks on the pale pink T-shirt. Raised it with NH Customer Sevices, who arranged a return collection but I was still charged the cost of a return. Had to raise it again with HN Customer Services this week for a refund of the return cost charged despite being a faulty return!
Next order linen dress arrived with split in side seam. Emailed NH Customer Services & a subsequent follow up call to HN Customer Services today, and was advised by a Customer Services team member she was drafting an email response to me straight away, to arrange a replacement dress. Really? Still no email response!
Will not order again from Harvey Nichols. 😢

Update : 5 Feb
Shockingly bad Customer Service from Harvey Nichols .. never again! Still awaiting replacement dress returned to HN 28 January, received by NH 29 January, and no replacement or indeed a refund !

Worst service I’ve experienced compared to any of the big retail stores. Charge more for next day delivery but don’t follow through - infact item was never received. Customer service mostly does not respond or lies.

Despite multiple follow ups, they didn’t m respond even when I have paid extra for the service. They don’t seem to care about business really. Also eventually they did respond saying “you’ll receive this today - so sorry about the delays” days later - nothing received even one week later. Customer service never responded after that too.

I am not sure how this joke of a business is still functioning!??

Only putting one star as you have to choose.

DO NOT GO TO SHOP HERE.

I ordered a size 9.5 and was given a 9, after contacting customer service (which takes days to respond in between emails) they said to return them and they will send the correct size out.

I noted at the time they have been removed from the website so I wanted to make sure they had the correct size in stock.

They didn’t. If they had simply explained this from the beginning this would have be sorted however over a month later they are still messing me about.

Do not buy from here the are scammers.

Shameless is hopeless is the customer service and doesn’t respond promptly, or have a desire to help out.

Do not recommend purchasing anything expensive from them. They won't help you if there are some issues with the delivery, and they only reply to one email in the loop, ignoring all other emails. I ordered an expensive perfume, and I'm pretty sure someone at DPD's sortation facility stole it, as on the tracking history, you can see an issue with the parcel at their sortation station; it's been stuck there for 2 days. The box was poorly packed, so anyone could easily take the goodies from the box and close it up. So it's also Harvey Nichols's fault that they do not pack orders properly. I received an empty box. Firstly, I've been patiently waiting for Harvey Nichols to reply, then for them to contact DPD. And then I was told that DPD will launch an investigation and will look for the missing contents at their sortation stations. Also, DPD will interview the driver. And I got zero reply from HN on my email that it's not appropriate, as the perfume that I purchased has already been sold on eBay or will be given to someone as a Christmas gift. So there's NO SUPPORT for the customer whatsoever from a luxury retailer. No refund, no replacement, just poor communication and some useless, stupid hopes that DPD will find the contents. ABSOLUTELY NONSENSE!

As many other reviews support, Harvey Nichols customer service is abismal. I ordered a skincare product online valued at £95 and picked this up in store. Unfortunately it was only when I got home that I discovered the box of the item itself was very dirty and old looking, like it had been kicked around the stock room. I emailed customer service immediately and it took them four days to reply… Then they simply offered a £4.50 refund. I explained that this wasn’t acceptable as the item looks ancient and unhygienic and I would like either a refund or a replacement. After waiting another two days, they replied that they could replace the item after I returned the original, with no offer to cover postage nor return details. I responded again explaining that it was unacceptable to expect me to cover return postage in this case, nor to wait even longer for a replacement product as it has now been a week since I first emailed, but… here we are another two days later and they still haven’t got back to me! I strongly suggest you spend your money elsewhere as after sales support is non-existent.

If you are looking for high- end luxury do not shop here . A very basic approach to customer care. I would expect Primark not to extend gift vouchers by a few days post-expiry date but not Harvey Nichols. Just a point blank no . The price tags in this store do not match the customer expected experience and far from luxurious

Awful, avoid at all costs. My track record with them this last 12 months is awful. Today I received a box which was supposed to have a Hunza G bikini in it. It was completely empty, nothing inside the box. Then I couldn’t upload the photos onto the portal. So now i have to try and reclaim my missing item? Previously in September I had ordered a bikini and they had sent me the wrong one. In April 2025 I had ordered my daughter a gilet in a size small and they sent a large. In December 2024 they sent a Rixo dress with the tie around then waist that had been snipped off with scissors. Honestly avoid, avoid, avoid. Customer services don’t answer the phone either.

Really disappointing online experience. Parcel never got delivered and then I couldn’t get my refund. HN said they had to wait until parcel found before refund issued

Terrible company to deal with if you need to return an item. I have called them no less than 5 times over the last week to find out what happened to my item I returned weeks ago and each time they promise to call back and never do (including managers). Luckily I paid via credit card so will get my refund through section 75 but avoid ordering from Harvey Nichols unless you are absolutely certain you want to keep the item.

Ordered a pair of trainers for my partners birthday online, and I collected in store
The order was bagged up so I collected and opened when I got home, there is no Harvey Nichols stores near me so it wasn’t an option for me to return the item easily before my partners birthday

But the box was absolutely battered, I’m actually embarrassed to give him them for his birthday it looks like I’ve bought them from Vinted

Emailed customer service with no response! Order from Harrods or Selfridges who generally take care of there customers cause I won’t now be ordering from you again

Disappointed – Poor Packaging and No Resolution Offered
I recently received my order and was extremely disappointed with the packaging. There was absolutely no care taken with the delivery. I paid £250 for a bag originally valued at over £350, and it arrived simply placed in a box—no protective materials, no tissue paper, and not even a dust bag, which this brand normally includes.
To make matters worse, the box was damp when delivered because it was left outside in the rain while I was out. Despite the reduced price, £250 is still a significant amount to spend, and I expected much better presentation and protection.
When I raised this issue, the company offered no solution other than sending the item back. They were unable to provide the relevant packaging, a dust bag, or even a goodwill gesture like gift wrapping. This is unacceptable for a company of this size and reputation.
If you’re considering purchasing from them, be cautious. Their customer service policies seem rigid, and they do not handle complaints in a way that reflects care for their customers.

Appalling - I ordered an item on a Tuesday, payment left my bank ac immediately. I contacted Harvey Nichols customer services as I didn’t receive my order confirmation, they were extremely unhelpful, promised to call me back NEVER did. When I contacted them again, one adviser mentioned they’ve had this problem before, but obviously don’t bother to fix it. 4 days later I received my email confirmation.

They stopped allowing gift card payments online for over a month in July meaning a clunky 'pay by card' then get it refunded by the amount taken off an emailed voucher.

IDK if gift card payments for online has been resolved but if not, I'd advise if you have any gift cards, use them before xmas - they'll be worthless if they go into administration - just a hunch as they've stopped offering goodwill payments -I wasted 2 hours on calls & emailing due to their mess-ups and not offered anything - also they no longer transfer to collect at the Edinburgh store - was offered options to collect a jacket from Birmingham or London! Great..

Other than that I had to wait almost a week for my last collect in store order. Then on returning an oversized item at the collection desk, the staff deducted my gift card instead of refunding it! Wow.

I will NEVER again order from this company. Made a purchase, returned via their returns process a day after receiving as not suitable, flagged 2 weeks later that I'd still not heard back from them, and over a month later am still chasing Customer Services daily who keep promise to chase Royal Mail who appear to have lost the parcel - and they do not respond to my messages nor answer the telephone Customer Service Number - currently out of pocket by over £700 and shocked at how terrible their service is but can't just write it off - this is beyond stressful - stay away from them unless you are sure you won't need any help from them on anything! I never write reviews but seeing that I've taken to having to email them daily I thought I might as well spend a little bit more time saving others the stress and trouble I'm going through with this. I thought this was a reputable store and could not have been more wrong... shocked, upset, and at a complete loss as to what to do...

erte in the bristol branch/ cabot circus was very helpful asked what style i like and suggested brands ive never seen before. 10/10 experience definitely coming back👍

STAY AWARE FROM THIS COMPANY
They have now introduced a £6 returns fee (that they did not inform customers of in advance) and tried to charge me £24, whilst still claiming free returns and are doing it because apparently-“this is reflective of increased operation and courier costs”. (Quoted from my emails with CS)
The orders are hardly ever sent out quickly. They are packaged horribly especially the clothes quite often clearly used and smelly but the most credible part of this company is their CS. NOT! As many other reviewers have said unhelpful, don’t try to fix problems and a lot of the time just say anything. They cannot be bothered to read through emails correctly so you do waste so much time repeating yourselves but if you are struggling to get your refunds this is why. They cannot afford it! They will hold your money in their bank for as long as possible to cover costs and the stalling is so that you get tired and just keep the broken item and/or don’t chase your refund or missing items because again they need the money.
Just go through your bank.
A lot of these “prestigious companies” are using these tactics they are not fluid at all.

Three weeks, countless emails, and still no refund. Apparently, “escalating” my complaint is their idea of customer service. If you enjoy being ignored and treated like an inconvenience, this is the company for you. Otherwise, stay far away.

I felt compelled to write and share an experience that has genuinely transformed how I view customer service and human connection at the Knightsbridge store.

As a regular visitor to the store, I've had the privilege of meeting some truly exceptional people who have made every visit feel less like shopping and more like catching up with dear friends. There's something magical about walking into a space where the staff are genuinely passionate about what they do, where they take the time to understand not just their products inside out, but also to connect with your personal preferences and story.

What strikes me most is the beautiful camaraderie amongst the team. Rather than competing with one another, they support each other with such genuine warmth that as a customer, you can't help but feel surrounded by that same spirit. It's quite rare these days, and very refreshing.

Let me tell you about a recent visit that perfectly exemplifies this. I'd popped in for my usual fragrance purchase, a little mental boost, if you will. My usual go-to, Sir Mohammad of Killian and F.Malle (lol), had just finished his shift, and I was looking for either him or Kojo from Van Cleef for some new recommendations. Feeling a bit lost without my familiar faces, I was genuinely about to leave when Monty noticed my hesitation and approached me with such genuine care.

When I explained the situation, she didn't just brush me off or make a quick sale. Instead, she immediately rang Mohammad, who spoke to me and assured me I was in excellent hands. And how right he was! Monty's customer service was absolutely impeccable👌 her recommendations were spot-on, and her genuine enthusiasm was infectious. I've returned three more times since then, each visit as delightful as the last.

You see, for someone like me who finds solace in fragrances during difficult times, this kind of retail therapy means everything. But what has completely changed my perspective is the love and care the staff shower on every customer. It's not just about the transaction, it's about making someone's day brighter, helping them forget their troubles, and sending them home with more than just a purchase.

Every time I wear one of the fragrances I've bought from you, I'm reminded not just of the beautiful scent, but of the entire experience, the laughter, the genuine recommendations, the feeling of being truly cared for. That smile creeps in, and just like that, my day isis filled with light. I find myself passing on that same warmth to strangers I meet.

When people compliment my fragrance, I don't just say thank you, I enthusiastically direct them to Harvey Nichols, telling them to ask for Monty, Mohammad, Kojo, Bayern, and all the lovely team at MFK, along with everyone else I may have forgotten to mention. They're all absolutely fantastic.

I mostly park at Harrods car park and walk over to your Harvey Nichs because I know I'll receive that beautiful boost of human connection before starting my day. It's become an essential part of my routine, and I'm so grateful for it.

This level of service and genuine care can only happen when management truly understands the value of nurturing both their staff and their customers. The love and positivity flow so naturally from your team, it's clear they're working in an environment where they feel valued and supported.

Thank you HN for creating such a wonderful space and fostering such an incredible team.

Love tripple
Rita

I made a recent visit to the Dior counter at Harvey Nichols, Edinburgh. Amazing customer service from Tanya, always friendly, polite and full of great skincare advice, which I needed for an upcoming family wedding. I love my purchases (even taking advantage of the discount on the day) and the little luxury extras that were given, thank you so much Tanya, see you at Christmas.