I bought a ‘my first harrods’ toy for my grandchild and ordered online as i could not travel to the store. The toy came in a brown box with no other packaging, which was very disappointing - because... See more
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I had a wonderful massage at the La Prairie Spa based at Harrods Department Store. I would like to take this opportunity to say a big thank you to my therapist Jeraldine. She has made me so pampered a... See more
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Served by Yana. As always, her service is par excellence! She is friendly, knowledgeable, professional, capable, and honest about what products are appropriate to my needs. I have used Dior for many y... See more
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I had such a lovely experience at Harrods thanks to Rachel in the beauty department. I originally picked up products that were completely wrong for my skin type, but she took the time to sit me down... See more
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Company details
Information provided by various external sources
Harrods began as a wholesale grocer' and tea merchant in east London, first opening its doors in 1834. Since then, it has grown to become the world’s most famous department store, known for its unrivalled range of luxury merchandise. As well as exclusive brands and myriad departments, one of Harrods’ most renowned attributes is its unparalleled service. Harrods continues to be guided by its philosophy of “anything is possible” and, to this day, our customers remain at the heart of everything we do.
Contact info
87-135 Brompton Road, Knightsbridge, SW1X 7XL, London, United Kingdom
- 020 7730 1234
- customerservice@harrods.com
- www.harrods.com
4.1
Great
6K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
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Unequal Treatment and Disappointing Service – A Poor Reflection of Harrods
I had a very disappointing experience at Harrods on 3 April (around 18:30) at the Harbour counter.
What upset me most was a moment that felt hard to understand. I was standing less than a metre away from a staff member and clearly said “excuse me” three times, loudly enough to be heard. There was no acknowledgement at all. Instead, the staff member turned away and went on to serve another customer.
As an Asian customer, and seeing that both the staff member and the customer who was prioritised were white, this made me feel particularly uncomfortable. I can only describe how it felt from my perspective, but being ignored so directly at such close distance inevitably raises questions. I believe most people in the same situation would feel the same.
This is not the level of service one would expect from a store with Harrods’ reputation. I have shopped in high-end department stores across Europe and have never experienced something like this.
I did raise this with customer service afterwards, but unfortunately only received a generic response, with no clear explanation or indication that the matter was properly looked into.
Overall, this experience has significantly affected my perception of Harrods.
3 April 2026
Unprompted review
Reply from Harrods
Dear Jingxue Yuan,
Thank you for sharing your feedback.
We’re sorry to hear that your recent visit did not meet your expectations, and we regret that this left you feeling disappointed.
As advised in our email correspondence, we are unable to share details of any internal review due to data protection requirements.
However, please be assured that your comments have been carefully noted and shared internally for consideration.
We appreciate you taking the time to tell us about your experience.
Harrods Customer Service
Amazing Customer Service!
Valbona at Lakeside went up and beyond to deliver exceptional customer service. She was patient, understood what type of lipstick I was looking for and was very pleased to how she went to other brands to see which lipstick was similar to what I was looking for. I have been to other makeup stores but they did not assist me the way Valbona did! She was amazing at her service to myself as a customer!!!
22 April 2026
Unprompted review
Reply from Harrods
Dear Taz,
Thank you for taking the time to share your feedback.
We are delighted to learn about your positive experience with Valbona and are pleased to hear that she provided such attentive, patient, and personalised service.
It is especially rewarding to know that she took the initiative to explore alternative brands in order to find a lipstick that best matched your preferences. We'll be sure to share your kind comments with Valbona
We look forward to welcoming you back again in the future.
Harrods Customer Service
Stunning shop and customer service
Stunning shop; went in for a browse and potential purchase of a mascara. Amy A offered me a basket as I’d picked up a few items and she continued to help me from then on. She wasn’t pushy or overbearing, simply asked if I needed help with anything else and I did. She was professional, polite, knowledgeable and looked very smart without being too try hard or showy. Her make up was stunning and natural. If I ran a beauty shop I’d snap her up! A credit to your company!
20 April 2026
Unprompted review
Reply from Harrods
Dear Lorraine Cropper,
Thank for taking the time to share your positive feedback following your recent visit.
We are delighted to hear about your experience with Amy A and pleased to know that she provided attentive, professional, and knowledgeable support throughout your visit.
It is wonderful to hear that her approach was helpful without being intrusive, and that she made you feel comfortable while assisting you with your selections. We'll be sure to share your kind words with Amy A.
Thank you once again for your comments. We look forward to welcoming you back in the future.
Harrods Customer Service
Amazing Service
Joanna who works at the Cribbs Causeway branch is lovely and very helpful! Will definitely go back
18 April 2026
Unprompted review
Reply from Harrods
Dear Lauren Budd,
Thank you for taking the time to share your kind feedback.
We are delighted to hear about your positive experience with Joanna and to know that she was both lovely and helpful during your visit.
We look forward to welcoming you back again soon.
Harrods Customer Service
The employee Boab couldn’t have been…
The employee Boab couldn’t have been more helpful today. Helped me get exactly what I needed and was very well informed on all of the stock and what was the right choice for me.
22 April 2026
Unprompted review
Reply from Harrods
Good afternoon,
Thank you for taking the time to share your feedback regarding your recent visit.
We are delighted to hear about your positive experience with Boab and and we'll be sure to share your kind words with them.
We look forward to welcoming you back again soon.
Harrods Customer Service
Had a fabulous time
Had a fabulous time. The service was excellent from everyone. Well done.
22 April 2026
Unprompted review
Reply from Harrods
Dear Liz Osullivan,
Thank for taking the time to share your feedback with us.
We are delighted to hear that you had a fabulous experience and that the service provided by our team met your expectations.
We look forward to welcoming you back again in the future.
Harrods Customer Service
Staff amazing and hair is always 10/10…
Staff amazing and hair is always 10/10 . I’m a very regular attendee
22 April 2026
Unprompted review
Reply from Harrods
Good afternoon,
Thank you for taking the time to share your feedback with us.
We are delighted to hear that you consistently enjoy your visits and that both our team and the results you receive continue to meet such a high standard.
We sincerely appreciate your ongoing support and look forward to welcoming you back again soon.
Harrods Customer Service
Diptyque, H Beauty Edinburgh
I visited the Diptyque concession in H Beauty, Edinburgh and was served by Barbara. She was fantastic, extremely knowledgeable and passionate. A real asset to the brand! I have visited the concession a few times and she is always the same, very approachable and happy to help. A fantastic member of staff!
20 April 2026
Unprompted review
Reply from Harrods
Dear Hazel Thomson,
Thank you for taking the time to share your feedback following your recent visit.
We are delighted to hear about your consistently positive experiences with Barbara and are pleased to know that she has made such a strong impression.
Thank you once again for your kind comments. We look forward to welcoming you back again soon.
Harrods Customer Service
I recently visited the Prada Caffè at…
I recently visited the Prada Caffè at Harrods with my daughter and her friends while we were in London celebrating her birthday, and it was such a special experience from start to finish.
The service was absolutely incredible. We were looked after by two gentleman one was called Rami, they were both so friendly, kind, and attentive, they really made us feel welcome and valued throughout our visit. The whole team was lovely, but Rami truly stood out.
A particularly thoughtful touch was when Rami and Daria surprised my daughter with a birthday cake, beautifully presented with “Happy Birthday” written on the plate, and at no extra charge. She was over the moon, and it genuinely made her whole weekend even more memorable.
The setting itself is stunning, and everything about our visit felt special. I would give 10 stars if I could. Thank you so much to the team for such a wonderful experience, we’ll definitely be back! Highly recommend!
18 April 2026
Unprompted review
Reply from Harrods
Dear Fatima Rupp,
Thank you for sharing such a wonderful review of your visit to the Prada Caffè at Harrods while celebrating your daughter's birthday.
We are absolutely delighted to hear that your experience was special from start to finish. We are so glad to hear that the service you received was incredible, and that Rami and his colleague made you and your daughter's group feel so welcome and valued.
We are very pleased that Rami and Daria's thoughtful surprise of a birthday cake, made your daughter's celebration even more memorable and brought her so much joy.
We look forward to welcoming you and your family back to the Prada Caffè at Harrods in the future.
Harrods Customer Service
Reply from Harrods
Dear Marino Keston,
Thank you for your feedback regarding your experience at Harrods.
We are pleased to hear that Evroulla was helpful, understanding, and made things easy for you while at store.
We appreciate you taking the time to share your positive comments, and look forward to welcoming you back again soon.
Harrods Customer Service
Rolex in the watches department is…
Rolex in the watches department is always helpful!Very knowledgeable and polite staff,in particular Samim is very helpful.
20 April 2026
Unprompted review
Reply from Harrods
Dear Arun H,
Thank you for your kind words about our Rolex department at Harrods.
We are delighted to hear that you find our team to be always helpful, knowledgeable, and polite. We are especially pleased that Samim has been particularly helpful to you.
Thank you for taking the time to share your feedback, we look forward to welcoming you back soon.
Harrods Customer Service
Worst coffee I have ever had
Worst coffee I have ever had, remade twice, tastes like hot water.
Not to be repeated for £4.30.
20 April 2026
Unprompted review
Reply from Harrods
Dear Donna Pope,
Thank you for sharing your feedback regarding your recent coffee experience.
We are sorry to hear that the coffee you received was not to your satisfaction, even after being remade. We understand your disappointment, and apologise for the negative affect this may have had on your visit.
We appreciate you bringing this to our attention and will share your comments with our team to review internally.
Harrods Customer Service
Fab Foodhalls customer service
The level of service provided by Harrods is top notch! I recently ordered a hamper to be delivered to the USA and Julia West was so kind and helpful. Highly recommended!
20 April 2026
Unprompted review
Reply from Harrods
Dear Kimberlie,
Thank you for your wonderful feedback about the service you received in our Harrods Foodhall.
We are thrilled to hear that the level of service you experienced was top-notch and that Julia was so kind and helpful with your hamper order to the USA.
We appreciate your high recommendation and hope to welcome you back soon.
Harrods Customer Service
Jack at the Cheese counter was…
Jack at the Cheese counter was delightful and so helpful. I tasted and purchased some yummy stinky cheese 🙏🤩
20 April 2026
Unprompted review
Reply from Harrods
Dear Nikki Fleming,
Thank you for sharing your delightful experience at our Cheese counter.
We're so pleased to hear that Jack was delightful and incredibly helpful, and that you found the cheese you tasted to be so delicious.
We appreciate you taking the time to share your positive feedback, and look forward to seeing you again soon.
Harrods Customer Service
No magic , no standards - very disappointing experience
I expected luxury. I experienced something very different.
I travelled to Harrods with my child, wanting to show her what this place represents. Instead, I had to ask to be allowed in. I had a small suitcase with me, and from the first moment it felt like I was being assessed rather than welcomed.
Inside, I went to explore Maison Crivelli — a brand I was genuinely interested in. I was told that “everyone wants samples” and that I could “come back every day and spray it”.
That is not how you treat someone considering a £300 fragrance.
It made me feel like I had to prove I belonged there.
I left that counter and went elsewhere — and the difference was immediate. I was treated with respect, offered a sample, given time, and I made a purchase within minutes.
That contrast says everything.
But the most serious issue came from a product I had purchased through Harrods — a Dr Barbara Sturm serum.
It caused a reaction, and the smell was off. I raised this and asked about the batch.
What followed was weeks of unclear answers:
– I was told the batch wouldn’t change anything
– that the person who could confirm it was unavailable
– and that the case was effectively being closed
Then suddenly — after the “final outcome” — the batch appeared.
February 2021.
A product close to 5 years old.
For active skincare, that is not a small detail. That is something any customer has the right to know before using it.
What made this worse was not just the age — but the way it was handled. There was no real transparency, no accountability, and no genuine attempt to resolve the situation.
Instead, it felt like everything was designed to close the case, not to take care of the customer.
Even the final gesture reflected that — reduced over time to basic options that felt more like a formality than a meaningful resolution.
Meanwhile, the brand itself — not responsible for the sale — handled the situation far better and with far more care.
That contrast is difficult to ignore.
Because luxury is not about appearance.
It’s about standards.
And in this case, those standards simply weren’t there.
There was no magic. And without it, luxury is just a label. EDIT:
Following Harrods’ response, I would like to clarify that I had already attempted to resolve this matter directly over a period of nearly two months.
Unfortunately, the process lacked transparency and consistency — particularly as key information, such as the product batch, only emerged after the case had been marked as closed.
The overall approach felt focused on concluding the case rather than genuinely addressing the concerns raised.
At this stage, I believe it is important that this experience remains visible for others.
20 April 2026
Unprompted review
Reply from Harrods
Dear Anna,
Thank you for sharing your feedback regarding your recent visit to Harrods.
We understand your concerns about your initial impression upon arrival and the interaction at the Maison Crivelli counter, we do apologise for the disappointment this caused. We have also carefully recorded your observations regarding the communication and resolutions surrounding the Dr. Barbara Sturm serum.
We are committed to providing an exceptional shopping experience for all our customers, and we continuously review our service standards and product information processes. Your comments are important as they help us in this ongoing effort.
We understand your perspective on the importance of standards in luxury retail. We value your input and are internally reviewing the details you have provided regarding both your in-store experience and product aftercare.
If you would like to discuss this further, please feel free to contact us at customer.service@harrods.com
Harrods Customer Service
Charlotte Tilbury @ H Beauty edinburgh
Alessandra at the Charlotte Tilbury counter helped me today. She was brilliant. So knowledgeable with lots of great advice. I had been thinking about buying a foundation for a while but found the choice quite overwhelming so it was great to have it all explained. I am so happy with my purchases and will definitely be back again. Thankyou .
19 April 2026
Unprompted review
Reply from Harrods
Dear Lu Brown,
Thank you for sharing your wonderful feedback about your experience at the Charlotte Tilbury counter at H Beauty.
We are so pleased to hear that Alessandra was brilliant and provided you with excellent, knowledgeable advice. We're delighted that Alessandra was able to explain everything clearly and help you find the perfect products.
We're so glad that you are so happy with your purchases and that you will definitely be returning, we look forward to seeing you again soon.
Harrods Customer Service
Our family had a brilliant shopping…
Our family had a brilliant shopping experience at Harrods. My daughter was over the moon with her new Jellycat — the range was huge, beautifully displayed, and the staff couldn’t have been more helpful. We also picked up some strawberries that turned out to be the best we’ve ever tasted, unbelievably sweet and fresh. To top it off, the pastries and cakes were exceptional, the kind you think about long after you’ve finished them. It was one of those visits where everything just felt spot‑on, and we’ll definitely be back.
16 April 2026
Unprompted review
Reply from Harrods
Dear Tony Deighton,
Thank you for sharing such a delightful review of your family's shopping experience at Harrods.
It's wonderful to know that your daughter was over the moon with her new Jellycat, and that you were impressed with the extensive range and beautiful display. We're also very pleased that our staff could be so helpful during your visit.
We're so happy to hear that the strawberries exceeded your expectations, and that you found them to be unbelievably sweet and fresh. We're also delighted that our pastries and cakes left such a lasting impression.
We are so glad you had such a memorable experience and look forward to welcoming your family back to Harrods again soon.
Harrods Customer Service
I was really pleased to served by Mina…
I was really pleased to served by Mina in Newcastle Harrods beauty.I bought Double vanilla Guerlain perfume.
18 April 2026
Unprompted review
Reply from Harrods
Dear Mozhgan Hemati,
Thank you for sharing your positive experience at Harrods H Beauty.
We're delighted to hear that Mina provided you with excellent service and that you were pleased with your purchase of Double Vanilla Guerlain perfume.
We appreciate you taking the time to share your feedback, and look forward to welcoming you back soon.
Harrods Customer Service
Very positive experience
Joseph was incredibly helpful and he is the most knowledgeable person who has helped me when purchasing fragrances. It’s clear that Joseph has a passion for fragrances and his ability to recall the notes for each fragrance we talked about was amazing. What’s more amazing is that we weren’t talking about one brand or house, and his knowledge spanned across the whole variety on offer. Furthermore, Joseph’s knowledge on the history of each brand/house is second to none, and he was able to recommend and link fragrances from a variety of brands to what I like and look for. I had a brilliant experience with Joseph and I’m sure everyone he helps would say the same. A credit to the company.
18 April 2026
Unprompted review
Reply from Harrods
Dear Rhys Marston,
Thank you for sharing your positive experience at Harrods.
We are thrilled to hear that Joseph provided you with such an exceptional level of service and that his knowledge of fragrances is second to none. We are delighted that he was able to recommend and link fragrances across various brands to perfectly suit your preferences.
Thank you for these kind words. We look forward to welcoming you back to Harrods again soon.
Harrods Customer Service
Fantastic trip to Harrods beauty…
Fantastic trip to Harrods beauty Chester. The ladies on the Creed counter were fantastic we had a wonderful experience and came away with two wonderful signature scents to enjoy. Highly recommended.
18 April 2026
Unprompted review
Reply from Harrods
Good Afternoon,
Thank you for sharing your experience at Creed in Harrods H Beauty.
We are delighted to hear that the associates at Creed were fantastic and that you had a wonderful experience. It's great to know that you came away with two wonderful signature scents to enjoy.
We appreciate your recommendation and look forward to welcoming you back to Harrods H Beauty soon.
Harrods Customer Service
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