Harvey Nichols Reviews 

A friend ordered a gift on line and sent me the email as proof to collect it in store. I went to the collection point where one staff member was rather rude and said I’d need my friend’s cc or DVLC as prof to collect it even though I had the email and my own proof of ID. She then insulted me by saying “we don’t give goods out to anyone.”

What a waste of time your site is. Offer 10% on first order so fill in all details. No code received and customer service totally useless. As a first time customer not impressed at all.

Hello,
Today I am visiting from Doha - Qatar & would like to leave feedback on my amazing experience with the lovely Danielle Chalmers at Harvey Nichols Manchester city centre. She was soo helpful & kind, super knowledgable about all the perfume scents & notes. She knew exactly what I was looking for & asked all the right questions to help me pick the perfect perfume!
Such a pleasure being assisted by her & I am very happy with my shopping, gift wrap & experience altogether.

Thank you very much
Dana Alhajri from Qatar

I returned my order (902985192) with Royal Mail as instructed by HN on the same day I received it (a pair of expensive jeans too large for me), on 8th October. On 16th October I realised there hadn’t been an update on the return’s tracking number since 10th October and I contacted Harvey Nichols customer service. Since then I have contacted them by email and telephone several times. On 30th October I finally received an email where they admitted my return parcel had been lost and I would receive my refund “accordingly”. Since then I have again called and emailed several times and yesterday I was told “they are waiting for Royal Mail to send them a claim form”: UNBELIEVABLE! How not to run a business!
Finally received my refund today, 20th November, it would have been so easy to do it straight away

Absolute diabolical !! Customer experience is living in a cloud !!! I paid 30.00 to attend a Tom ford event where the money was redeemable against a product you also got 15% off and a free gift for attending along with an extra gift with purchase …. When I went to use my gift card that had £825 on it the balance was 0.00 ?? So I spent my time in Harvey Nichols until closing trying to sort this out , missed the event missed my money back, discount and gift ,, customer service sorted my gift card out within a couple of days and I went on to make a complaint where the customer experience team offered me prosecco ,, I advised about my free gift ticket and discount, they then went on to advise Tom ford were sending me a goody bag, I asked again about my discount and my money for ticket that was meant to be redeemable against a product, they then went on to advise they had went above and beyond sending me prosecco ( that I never once asked for ) and a goody bag ( a few wee samples that u get at counter anyways for being rewards member ) they then wet on to tell me I got this even tho I didn’t purchase anything lol — no I didn’t but I was there to buy perfume redeem my ticket money back and get the discount - the goody bag was given for attending regardless of any purchase — I was too busy trying to get my gift card balance back an error on their part resulting in me missing out - they make u feel belittled telling u they have gave u prosecco and a goody bag i tried to explain i never asked for prosecco and the goody bag was given regardless - they advised I would never have gotten a goody bag and the discount together lol - i know this to be so untrue as u were getting a goody bag extra gift and 15% off along with ticket money back as my friends did with all their purchases , i even spoke to the girls in Tom ford to reconfirm this as i was bewildered that customer experience had not even checked with them the correct information and waffled a load of nonsense to me, it is beyond me how they can treat customers like this - all I asked for was my money to redeem against my perfume and the discount as I missed this due to their error - they continued to tell me they had went above and beyond ??? How ??? U failed me on a whole and failed to give me back my ticket money my discount with a purchase along with belittling and condescending emails - I won’t ever again attend an event or buy tickets or purchase anything further from them - complete joke and absurd customer relations with zero customer service at heart or ears or eyes to actually listen read and collate the correct information from their events

If I could have given 0 stars I would have

Terrible service! I purchased a Harvey Nichols gift card for £160 and when I tried to use it online it wasn’t working. I contacted customer services and they advised if I paid by my debit card they would manually redeem the gift card and refund my money. I was told this would happen as soon as my order was dispatched. This was very inconvenient, but I’d already purchased the gift card and couldn’t receive a refund for this. I received my order on the 13th of October and had no refund. I contacted them on the 22nd of October and was told it would take a further 10 days. I’m so frustrated that they have my money and I’m still waiting for it back. AVOID!!

Rubbish customer service- have tried them a few times to get some help with orders and they either do not answer the question you have asked, or are just plain unhelpful. I’m currently trying to return an item and it’s become far more complicated than it needs to be. It’s ridiculous that you also have to pay to return items when other places offer free returns. There are other places I could be spending my money and this is the last time I’ll spend anything at Harvey Nichols.

Lilia sales assistant on the merchant of venice perfume department such a polite,kind and very knowledgeable lady told me the history of the Maria Callas story 100% great customer service Lilia went above and beyond to give me a great shopping experience

Please don’t use Harvey Nichols, they aren’t a luxury business, they are essentially scammers.
I ordered a cosmetic advent calendar for my wife’s birthday but received a twelve scents of Xmas instead which as well as being wrong costs less. It also has a gift note in for someone called Sandy.
I assumed I’d just email or call and it’d be sorted because HN is a decent company, I couldn’t be more wrong. Firstly the phone line for customer services is not answered so you have to email. After 4 days I finally received a generic reply email (at 10pm so must be from an call centre abroad somewhere) explaining how to do the standard return for a refund but that is assuming what I return is what I ordered. Clearly this isn’t the case so if I do send it back I won’t get my refund and won’t have any items either.
I will avoid Harvey Nichols going forward and urge you to do too, if you have any problem there is no way to resolve it.

Poor customer care - send in emails to help with a problem buying some expensive items and they don’t bother replying !

Company has fallen apart.
I was sent a discount code as a birthday reward from HN - it was a lovely gesture and I was really looking forward to using it.
I buy quite expensive fragrances for myself - my typical spend is around £400 so the 15% off is really something I was looking forward to using.
I tried to use it and it didn’t work - don’t know why, so I emailed customer service and asked them for help and I received a reply asking for me to send them the code which I did and then I got another email which was completely unrelated to my problem - it was telling me about rewards redemptions and how they had expired a year ago !
I was asking about a code that they emailed me for my birthday in October this month - not a problem that I have no idea about from a year ago. So I have no birthday treat to use and customer care don’t care and have not provided any solution.
So I’ve not had a very nice experience as a direct consequence of the Customer Care team who I’ve renamed - Customer Don’t Care team

Horrible experience! Order made, paid for next day delivery and 3 days later getting email they haven’t my item in stock.
Waisted my time , I’m going abroad without the item, because now it’s too late to order from someone else. Sent two emails - no answer. They not respect their customers. I will never order again!

Beware, do not spend any money with Harvey Nichols, and do not expect 'customer service' to respond to emails or pick up the phone, or process refunds for failed orders.

I am concerned that money spent with them for incomplete orders will never be refunded and that any vouchers purchased from now, will be invalid. Current valid vouchers have already stopped working without explanation.

For the following reasons, I truly believe that Harvey Nichols will go bust in early 2026, once their store pushes through Christmas.

1) Appears HN have fired most, if not all of their customer service team; Nobody answers the phone nor have they responded to a single email or web form message in three weeks, despite automated emails receipt acknowledgements.

2) My recent orders have been cancelled by HN in a series of automated emails stating 'unavailable stock' (for the most commonplace beauty products stocked elsewhere.)

3) NH automated order cancellation email wrongly stated that no funds had been taken from my card. I was in fact charged.

4) HN have been unwilling or unable to process my refund due to either lack of staff or lack of funds on their part

5) According to HMRC, Harvey Nichols reported a loss of £35.3 million last year, before tax and they reported a loss of £21.2 million in the previous year!!

They have given up and won't reply to any emails about my refund, my stock enquiries or the valid voucher I have which the website won't accept. So concerning. Avoid, avoid, avoid!

[I received this product in exchange for my honest review] Omg it's smells gorgeous. It came in a lovely little box . I only had a little amount on and my friends commented on it how nice it is . This perfume is expensive but in my opinion is worth it . If you work hard then feel special and buy this , it's worth every penny . dianet56

I had some problems with my gift card and, to be honest, it was a bit of a stressful experience at first. Thankfully, I was lucky enough to be helped by Aman Rai, who completely turned things around. Aman went out of his way to sort everything out for me, and he honestly couldn’t have been more patient, kind, or helpful.

He then put me through to Poonam Sidhu on the Dior counter, who was just as amazing. Poonam took the time to listen, explained everything clearly, and made sure my query was resolved without any hassle.

Both Aman and Poonam really stood out for their incredible customer service. They were friendly, professional, and genuinely cared about making sure I was happy. What started out as a frustrating situation ended up being such a positive experience, and that’s all down to them. They’re a real credit to Harvey Nichols and a perfect example of the high standards the store is known for.

[I received this product in exchange for my honest review] miss dior essence The fragrance smells floral and woody. It is nice and strong and it lasts all day. The fragrance smells amazing. i got a lot of compliments. i could smell the fragrance all day on myself

Poor customer service it takes 4 months to receive my refund
I will never shop at store or online again

Normally a great experience and when issues have arisen in the past they have been sorted by customer services who couldn’t have been more helpful. However on this occasion it’s not been good!

I purchased an pair of shoes instore (on a shopping day in Edinburgh). Before buying them I checked that I could return by post as I live 5-6 hours away (return trip). They had to check but confirmed that they could be returned by post. I would have to contact customer services.

When I got home and realised that i would unfortunately have to return the shoes I contacted customer service. Firstly they say you can call but when I tried to do that on several occasions over 2 days this was not possible. I used the contact form on the website and no one responded. I finally contacted them by email not to be told that a return is not possible!

They couldn’t have cared less about what I had been told in store. They just kept referring to the fact I would need to return to store. They were unapologetic, uncaring and couldn’t be bothered to help at all.

Beware what you are told and don’t expect anyone to be helpful!!

I had a very disappointing experience with Harvey Nichols. I received the wrong item, and instead of providing a proper resolution, their after-sales team only offered a refund. This led to a significant waste of time, effort, and unnecessary frustration. For a brand with such a reputation, I expected better customer support and a solution that valued my time, not just a generic refund. Unfortunately, the experience has left me questioning their reliability and commitment to customer care.

Similar to other reviews, customer service is dreadful.
I ordered one item, received another of significantly less value and was in short told to "deal with it."

For such a prestigious brand and company the customer service does not match!!