Harvey Nichols Reviews 

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.

I placed 3 orders during recent sale. Only 1 of the 3 was completed successfully. Second item ordered was never delivered and after prompting customer service they eventually refunded me as they lost the package (never transferred to delivery service). Third item ordered and received totally the wrong item then had to return.

Manchester store fantastic staff , had a bracelet that broke no issues exchanged or option of refund , I wouldn’t have got that service in 99% of stores these days , I will continue to shop there, well done

Most items are very expensive!

Shipping of orders is very slow!

Not recommended!

Dreadful online experience.They sent out a badly damaged bag, the returns experience was appalling, anf they failed to meet a vital re -delivery date despite promises they would. A complaint to the CEO met a lacklustre response from customer service department.A brand that has fallen very far from its halcyon days.Sad really

As others have mentioned there customer service is so bad. They wont deliver items and don't care if it turns up or not. they will sell you damaged items and don't care. returns are difficult.

Order arrived poorly packed and therefore fragile items had broken. When I tried to reach out to customer services I have received no response or attempt to make this right.

I ordered from Harvey Nichols, despite the items being cheaper elsewhere, because I expected a premium level of service. A mistake I won't make again.

Ordered a mixed box of items as a corporate gift. Firstly HN emailed after I placed the order to say they’d be in separate deliveries. Ok not ideal. Secondly they delivered to the wrong address so I had to go and retrieve it. I opened the box to check and two of the items were missing. I took pictures. I then hand delivered to the recipient. I contacted HN to explain. They refunded the delivery fee of £8 but ignored the missing items issue! I replied to point that out again and no response!!!

Would not facilitate a simple product exchange despite confusing and misleading display of shoe sizing

Awful customer service. ££££s on a coat and they didn’t have the courtesy to post with a dust bag. When I emailed they replied with an exert from their t&cs. Epic! Stick with Selfridges, Harrods if you’re going to purchase online anyway the after sales is 100 times better.

Ordered 3 items on 16-12 and despite the advertising of guaranteed delivery before Christmas, they're still not here - and from the order update ....haven't yet been picked!!!!

Customer Service have jacked it in and decided to turn the phones off - I guess secret santa & office drinks take precedence at this time of year - and they're a big enough retailer to be able to afford to piss-off few people making on-line orders.

I'll be making a last minute dash to get the items from hopefully other retailers - BUT - this shouldn't be the case.

Will never purchase from Harvey Nichols again!
Ordered last Tuesday for next day delivery and still nothing. They don’t answer the phone, they don’t reply to emails, tried reaching out to them on Instagram and nothing. £400 down with no communication at all.
AVOID

Placed a Christmas order a week ago on a 1-3 day delivery, took payment no sign of order and won’t reply to emails customer service number not accepting calls , disgusting service I will never use Harvey Nichols again 😡😡😡

Disgusted.
Placed an order for a Christmas Hamper to be delivered on a named day before Christmas.
The afternoon before delivery, I receive an email to say it is Out of Stock, despite me paying for it days ago. No-one phoned to see if there was a substitute I would like.
The Customer Service number doesn't take phone calls. My emails to Customer Service have been ignored. I am out of pocket, a special person won't receive their delivery and I can't speak with anyone at HN, or get my issue resolved via any other avenue.

Purchased perfume came quick and even received extra 50 off bonus through Amex! Nice on Harvey