Harvey Nichols Reviews 

Wow. What a terrible customer experience. Ordered a CHRISTMAS calendar with more than enough time to be delivered. I emailed the day before to ask for an update as DPD stated they had my order but no items. I then called on the 1st with another follow up email. Although who I spoke to on the phone was helpful, they couldn’t explain why I had not received my product. The box was damaged, I complained again about the delay in the calendar and the state of the box to be told ‘we will direct this with our couriers’ this was a £175 calendar. I had already received the perfume calendar and had no issues with that. Clearly HN don’t care about how products arrive to us and when they arrive either.

This store is a disgrace.
It should be avoided at all cost. The service is appalling, the staff are unhelpful and rude.
For a store that sells luxury items, it is a disgrace and should be avoided at all cost.
They make no apologies for their disgraceful service and the staff do not particularly care about the image of the business. Such a disgrace!
My experience with this store was so bad that I would never go into the store again and would never encourage anyone to shop there.

Awful customer service - no resolution after 2 weeks of chasing. I purchased an advent calendar for £175 and luckily I checked - it is missing 7 out of 20 items! This would be ok I guess, if it was solved. but no. I advised Harvey Nichols on 24th November and requested replacement, which I expected by 1st December. its now 8th December and I'm still getting fobbed off by the customer service team saying they are waiting for an internal reply. Hoping I can still get this resolved before xmas! in future, will be avoiding Harvey Nichols in favour of another store...

I have experience1) not able to use their gift card due to their internal technical issues; 2) lose hundreds of pounds of gift card amount which I wasn't aware there is an expiration date to the giftcard people paid with real money.

The worst part is, their customer service online and instore telling me completely different stories, turns out they all try to avoid actually fixing the problems but to kick the customers around as they won't help you fix any issues because their management is greed and only wants to take free money without providing the goods.

I not only lost hundreds of pounds of money but also extra time to travel because of their wrong instructions. Their instore customer conceiage told me apparently countless customers went into the same issues as me who weren't informed, and their managment team is not doing anything about this and many others lose more money that I do, and that I am not alone, guess that's comforting!

Their staff admit customers who shop at John Lewis, or M&S or Harrods won't have ridiculous experiences like this as their customer service people can actually help and support customers, they won't be able to. Their management team prefers the current situation where they can take customers' money without providing any goods.

If your giftcard is not working and it's their problem you lose all your money, you won't get any money back and they won't do a thing about this, same applies to your goods lost in transit. This kind of things won't happen to you if you shop at John Lewis, Marks or Spencers, Harrods or practically any othe stores in London. If you are ok about this, then by all means go ahead and shop with them.

I’d avoid these cowboys at all costs, the delivery driver decided to leave my parcel outside my flat whilst I wasn’t home and they’ve told me that I requested this, which is incorrect and doesn’t show anywhere on the tracking that I requested my parcel to be left there, parcel went missing and are refusing to refund me been going back and forth with emails for the past 2 months

First class shopping experience

appreciation for the outstanding service we received from the Tom Ford sales assistants during our visit to your Harvey Nichols store Edinburgh on Tuesday 2nd December.

After experiencing very poor service at the John Lewis department store earlier that day, we decided to visit Harvey Nichols instead. The difference in service was remarkable. Your Tom Ford sales assistant was professional, attentive, and extremely knowledgeable. She immediately located the Tom Ford Private Blend Oud Wood Eau De Parfum, 100ml, had it beautifully wrapped in a gift box, and even provided samples — all done with efficiency and a genuinely pleasant attitude. And cheaper than what John Lewis were selling at -

customer service was exceptional and exactly what we had hoped for when purchasing a premium product. Thanks to her professionalism, we left completely satisfied with our experience and happy with our purchase.
Tom ford sales girls are credit to both the Tom Ford brand and Harvey Nichols.

What has happened to Harvey Nichols?!
Terrible customer service. Would not reinstate several hundred pounds of gift cards which had unfortunately expired due to location of store, unsuitable stock and awful online platform. Previously reinstated gift cards advising we would never have you lose the value. Emails being ignored when I ask the balance and transaction history by customer service and complaint ignored by CEO.
Do not buy vouchers here

Ordered trainers which we too small. Sent the back the same day I received them. I’ve been told they’re refunding me but the refund is for a fraction of what I paid for them?! I don’t understand?! I’ve tried to call - no answer. I’ve emailed - no reply! I have no idea what’s happening and why I’ve not been refunded what I’ve paid. I can even understand admin fees for refunds but not in excess of £30?!

I have found my experience with Harvey Nichols shocking.are Customer Services simply appalling. Can not buy anything online checkout dosen't work can't buy over phone out sourced CS no use. I would avoid trying to buy anything from this company.

I have found my experience with Customer Services simply appalling. Bought a beauty advent calendar that I received with the box damaged. Contacted CS straight away and was asked to send pictures, not only of the damage but also of the products inside (talk about spoiling the experience!), which I did.
I then was sent an email telling me that they were refunding £4.50 as a “goodwill gesture” - which is ridiculous. No other options (I would’ve preferred a replacement as the box was part of why I purchased the calendar too) and no acknowledgment or follow through with the complaint I emailed.
I explicitly asked for my correspondence to be escalated and one week in I still haven’t had anything back.
For such a minor issue they could’ve addressed it in a much more efficient way. I am now left with such a sour taste that I will not touch their website or stores with a barge pole ever again.

Ordered a bag worth £650, when it arrived it had a huge line going across the front of it. Called the ‘customer service team’ who unfortunately are very obviously outsourced from a different country and have a script. They advised I could return it for the returns team to ‘investigate’. They failed to understand when I asked ‘what good would that be?’ Because I could just return for a refund but they seemed to suggest that an ‘investigation’ may result in me not getting a refund. Apparently no one senior available to discuss, how convenient! A lack of common sense. Hugely appalling for a ‘high end’ retailer. Will not be shopping again

My husband purchased the beauty advent calendar for me as a birthday gift, I wanted to use the la mer oil so decide to open box 24 .it was not there, I had to open all the boxes to see if it was mis packaged , No it wasn,t
After contacting customer care and e mailing ceo , still no replacement . Please if you have purchased this item check the boxes which kind of ruins the point of an advent caledar , will not use HN again

Order failed as incorrect product sent and 2 weeks on and still trying to resolve.

Be warned they haven't a clue on customer service and dispatch.

I genuinely expected better from Harvey Nichols, but their delivery service has been nothing short of appalling. Their preferred courier seems completely incapable of following even the simplest delivery instructions. As a result, my package was never delivered and was instead sent back to Harvey Nichols.
And the best part? They still want to charge me for delivery. Yes, I’m expected to pay for a service they failed to provide because their courier can’t do the bare minimum.
For a brand that prides itself on being “luxury,” this is absolutely pathetic. The customer service has been dismissive, the logistics are a joke, and the overall experience is something I’d expect from a bargain-bin reseller, not a high-end retailer.
Never again. Harvey Nichols has lost my business permanently. Not worth the hassle, the cost, or the frustration.

Very disappointed. My order was delivered four miles away from my home which Dpd confirmed. Despite this, Harvey Nichols refused to issue a refund, insisting that I wait up to six business days for their courier investigation to complete before they would consider a refund.

Under UK consumer law, retailers are responsible for ensuring that items are delivered to the correct address. However, I am being left out of pocket while they “look into it.” DPD have already confirmed that the parcel went to the wrong place, yet Harvey Nichols are still refusing to resolve the issue.

As a premium retailer, I had expected better customer service. This experience has left me deeply disappointed and I will not be ordering again unless this matter is resolved promptly.

I popped in to the Leeds store for a browse with my wife and did end up buying a £1000+ designer coat for myself. It fitted well and the assistant was helpful.

What I noticed was a very strong smell of aftershave on the entire floor - maybe I noticed it more than most as I don’t like artificial scents (stick to washing to get clean).

When I got home I noticed how strong the coat still smelt of aftershave, so hung it out for a few days.

By the following weekend the coat was no better, so went back and got a refund.

Overall, the assistants were helpful and understanding, and there was no quibbling about the return - it’s just a shame that the shop feels the need to spray aftershave everywhere which not everyone likes.

I have since purchased the same coat directly from the manufacturer, which came boxed and not smelling of cologne.

Sorry Harvey Nichols - for that reason only I won’t be returning.

For such a luxury brand, they are a disgrace. Awful customer service, and the business from our family is now lost forever.

I came in to Harvey Nichols on Sunday and it was so disappointing. Honest to God, EVERY member of staff was on their mobile texting. They didn’t lift their head to even acknowledge my mum, or myself. When I worked is a shop, you weren’t allowed on a mobile. When we finally did find a person (an assistant in Joseph) not on her mobile, and I asked to see the jacket on the mannequin, she said “wait a moment …” and continued chatting to her friend, and she really didn’t want to help… we were so fed up we just left. Hideous customer service!

Made a couple of orders with HN recently- first one delivered quickly and perfectly! Second one has not turned up. No dispatch notice or anything, however when contacting email support, they said it had been delivered in 2 separate deliveries - when I checked the tracking my postcode was not valid.
When I called customer service and spoke to someone named Ismael, he seemed helpful at first but half an hour later he still had no answer and kept changing his story - telling me they could cancel and reorder for me for next day delivery, get it resent etc but then came back saying it won’t be able to be done until the receive the product back (despite it’s been delivered and accepted at the wrong address!)’ I asked to speak to the manager and he tried to dissuade me, he eventually said he would. Came back again and tried to explain situation. I said again I want to speak to a manager and he came back saying a manager would call me in a couple of minutes - 30minutes later still no response! Very very poor from and expensive and premium brand - it looks like TrustPilot shows their service is awful

Very bad experience with customers service. Refund processed very bad! Not received the product, been charged money, phone and email them been told 10 working days since 30 October. Now still not received phone customer she told me need another 10 working days!