Harvey Nichols Reviews 

We purchased a rather expensive Le Creuset pepper mill which was faulty within 10 months. I emailed twice and filled in the online form but had no response from HN. I then telephoned and Lilly was useless.

The item is over six months old which means the burden of proof lies with me to show it was faulty at time of purchase. I have a report to show this is the case and under the Consumer Rights Act HN are on the hook to deal with it. They flatly refuse. Thankfully the credit card company are jointly liable and a chargeback secured the funds.

I ordered a gift online and paid extra to include a personalized note — the note never arrived with the gift. When I contacted the company, they apologised and promised a refund. That was over a month ago, and I have still not received it.

The original issue was disappointing, but the real problem is the lack of follow-through. Promising a refund and then going silent is not acceptable customer service. I followed up again a week ago and still nothing.

Love the clothes and brands available in this store.

Ordered a fragrance I’ve been wanting for quite some time. Order went through as usual only for it to then be cancelled after a few hours. Apparently item out of stock, in which case the website should be updated to reflect that. Funds now pending which has come off my card balance until a point when the cancellation is processed. Disappointed to say the least and the offer of free postage on my next order doesn’t quite cut it.

Follow up - they then proceeded to charge me in full for the order which they cancelled. They acknowledged the order was cancelled, they confirmed I was charged in error but wouldn’t refund me unless I provided a bank statement. For a company of this magnitude, despicable and amateurish customer service. Lesson learnt, never again. Will initiate chargeback if HN continue to be difficult in getting my refund.

Purchased a fragrance online as gift paid £425 to gift my in laws . He already got & didn’t need mine . Tried to return & Harvey Nicols are refusing . Still in box untouched with seals on and been 7 day. They claim it’s for hygiene purposes can’t accept return . I didn’t buy underwear , makeup , food , etc a bottle that js untouched with photographic evidence . Off I go to take this to legal . Why are they still in business?? . !!! This was my first and last order with them . What a terrible policy . I encourage everyone to read Harvey Nichols reviews before ordering .

Ordered next day delivery but missed the 3pm cut off point which I had acknowledged. Expected the order to be processed the next day and to receive the item the day after. I haven’t received it and paid £10 for delivery. I contacted customer service to be told that as I missed the 3pm cut off that it had been sent by standard delivery (£4.50). I said okay then can I have my delivery refunded as it isn’t my mistake and I should not have to pay for next day when it hasn’t been posted as next day- which is admitted in an email. I have been told I’m confused and now I have been ignored. SHOCKING service for such a ‘high end’ retailer. I will never be ordering again.

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 !

I Went into the leeds store today, a lady called Sana in the beauty/perfume department helped me incredibly.
In all my years of going to Harvy Nichs I have never experienced such kindness and hospitality as I have today.
She went above and beyond helping me with my mums birthday gift.
Wrapped it so nicely, she took great passion in her role, I would like to see her get some sort of appraisal because if I was her manager I would give her a pay rise, amazing lady Sana in the perfume department Leeds store thank you.

I called five times to reserve a dress from the London store. Each time, customer service took my phone number, but no one ever called me back.

Today I spoke with Amanda from customer service in South Africa, but she was not helpful. I explained that I had already called several times and left my number, yet she simply told me to write an email so it could be forwarded to the store. I had already left my contact details with customer service, but nothing was done.
She should have asked for my phone number at least. I also asked to speak with a manager and was told that there were no managers available.

This level of service is unacceptable for Harvey Nichols, a very expensive and well-known store.

I bought some aftershave on 20th November 2025, as a christmas present for my son. The aftershave never arrived, and the customer care i received was nothing short of appalling, I spoke on numerous occasions to the customer care team and not a single one of them offered a feasible resolution. They keeps my money for 2 months and then just issued a refund of the exact amount without any compensation or an apology. I would never buy from this company again, and I hope that this review will prevent others experiencing the same incredibly frustrating situation

Ordered makeup said 1-3 business days delivery . 4 days later no news no update nothing . Call customer services , can hear a lovely conversation going on but no one speaking to me . Call back to be finally told one item was from Knightsbridge the other from Edinburgh so both being sent to central depot bento me in another 3 days . Sorry but board 4.50 postage for two items that would fit in a letter size envelope and expect a competent service to take less than 7 days to be sent . Don’t take customers money under false pretense . Would never use or recommend this awful retailer - you get better service at Lidl than what’s is pretending to be a high end retailer - prob going down the drain like Debenhams etc .. disgusting!

I am appalled by Harvey Nichols’ online customer service and internal handling of returns.
I received a faulty hairbrush delivered in damaged and tampered packaging. I contacted customer service immediately and provided photographs. After reviewing these images, Harvey Nichols confirmed in writing that I could return the item and that they would assist with a full refund.
I returned the item exactly as instructed, at my own time and fuel cost. Their warehouse then wrongly sent the parcel back to me marked RTS, using the original return label. This could only have happened due to internal mishandling.
Despite this being entirely their error, Harvey Nichols are now refusing to honour the refund they already authorised and are falsely claiming the item was “used”. This is completely untrue. I even sent fresh photographs clearly showing the brush is brand new and unused.
This conduct is a clear breach of the Consumer Rights Act 2015, which entitles consumers to a full refund for faulty goods and requires retailers to bear all return costs. Harvey Nichols’ refusal to honour their written refund commitment and their internal mishandling of the return process has left me stuck with a faulty item through no fault of my own.
Customer service has been slow, inconsistent, and dismissive throughout. The matter has now been escalated to their Complaints Team (case ref 00836466), and I am actively preparing a chargeback if this is not resolved immediately.
For a luxury retailer, this level of service is unacceptable. I would strongly advise anyone ordering online to proceed with extreme caution.

Shocked at the experience from such a high end store. I bought some presents for Christmas during Black Friday (end of Nov). I returned the items on the 11th Dec, it’s now 20th Jan and still no refund.

The customer service team have ignored my last two emails. So I’m severely out of pocket, with no customer support.

I will never buy from HN again - madness for such a high end retailer.

Very disappointing customer service. I placed an order that arrived with an item missing. It took over a week to receive a response, and more than a month to be refunded. Based on this experience, I wouldn’t shop here again.

Amanda - wonderful customer service

I had an amazing experience today with a lady called Amanda who worked at the Fenty station. I’m new to makeup and she took her time to help me find product that worked amazingly with my skin. She was very knowledgable about the products and did such a great job with my make up. Her attitude was as so positive and encouraging I’m really happy with her customer service

I very rarely am promoted to write a review but have no alternative as I am still awaiting a response from Harvey Nichols. I recently (7/12/25) placed an order for a Canada Goose cap for my husband’s birthday. The order arrived on 12/12/25 still with the security tag attached. This happened on a previous HN online order for which I had paid for next day delivery and was forced to visit the local Oliver Bonas store - setting
Off the alarms - and asking them to kindly remove the tag as the item was wanted for a holiday the next day. I was directed to Oliver Bonas by a Harvey Nichols employee. On the most recent occasion I was told to return the item to a store (30 mile round trip the week before Christmas) or return the item by post upon receipt the tag would be removed and sent out as a priority. Postage was my only option so I emailed and asked how the package / item would be identifiable as needing to be sent back out. No one replied. As a result, I wrote a note to include in the parcel with instructions to return the item immediately as it was a gift. I received no correspondence from HN and the item wasn’t returned. When I chased this, they said I had been refunded! This was 24/12/25. I asked for a call as I was furious that all instructions had been ignored. They responded on 26/12/25 and said I would receive a call within 24 hours. I am still awaiting this call on 13/01/26 despite emailing to chase it. I purchase frequently from selfridges, Net a porter, Revolve etc all of whom provide exceptional service. I will not buy again from Harvey Nichols as they offer nothing that I can’t access elsewhere and the online customer service is appalling

I ordered 8 bottles of wine for Christmas gifts for Colleagues and key partners. 6 bottles were delivered and 2 not delivered. HN advised and did nothing about this. In the NY have offered a dfull refund and 15% off the next order. I order from HN and Harrods for their service however the service doesnt happen from HN. When I had something similar happen last year with Harrods replaced before christmas. I wont be useing HN again and would point anyone else to Harrods. You cant have a high end brand and deliver low end customer service.

Second messed up order in a week! What is wrong with Harvey Nichols online shopping. Twice now I have placed the order and then later on you get told the item is not in stock. They also take ages to send items and the customer service is appalling.
Shop at Selfridges as they are the complete opposite - very fast and great service!

If I could give this no stars I would. This company is a flop! They keep saying I’ll receive my refund but it’s been over two months and I’ve not had no refund. The product I brought they gave me the wrong colour so I had returned it and since then they didn’t refund me just selling me dreams instead.

Seriously do not even think about placing any online orders unless you want your order to flop

Paid for something with next day delivery, over a week later and it's still not here.

Customer service took 3 days to respond each time they responded at all, and that was pathetic, missed most the points and just said "it will reach you later today" - which it then didn't (and still hasn't three days since). Obviously we paid for next day for a reason - it's not even needed anymore.

Included the CEO (Julia Goddard) on the last two replies - no change - she also doesn't care the slightest iota about her customers. Obviously the staff is going to be lazy and have low standards when the CEO does also - as they say, the rot starts from the top.

Pathetic. You get better customer service from Poundland, Harvey Nichols is no longer a luxury brand - it's a dumpster dive.

It's chargeback time.