Harvey Nichols Reviews 

I felt compelled to write and share an experience that has genuinely transformed how I view customer service and human connection.

As a regular visitor to Harvey Nichols store in Knightsbridge, 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 HN, 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 is 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. And oh! You can also get a complimentary chilled drink, just ask if needed.

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 the team, it's clear they're working in an environment where they feel valued and supported.

Thank you for creating such a wonderful space and fostering such an incredible team.

Love tripple x
Rita

Charge £7.50 delivery and £6 for returns! Plus one item came direct from another place so I can't return it all at once and have to find a DPD place. Not even close to a luxury experience.

I signed up to rate PS but while I’m at it I’ll review Harvey Nics. Their sale is good but their store seems irrelevant now, even in London. The reason I am annoyed with them is that they silently changed their return policy so they charge £6 fee (or free in store). They didn’t tell me this had changed and when you go through the return process it doesn’t actually tell you anywhere. Instead they are relying on you reading their t&c for returns. That wouldn’t be an issue but it’s difficult to believe people do that every time they order just in case they change. My view is that their order and return process should tell you about this new fee that they introduced around May. Instead they’re silent about it and let you proceed with a return without clearly saying that it costs £6. They so say returns to store are free when you choose whether to return to store or via post, but it doesn’t tell you that they charge for postal returns on the same page. Additionally they deduct the charge from your refund so you don’t find out until get your refund. So with these guys, always read their policies before you order in case they’ve changed them since you last ordered. I’m guessing they haven’t made a profit for a few years. Can’t think why.

Had high hopes, but communication was lacking. Got the item eventually, but the process felt more stressful than it needed to be.

Website was easy to browse, but the delivery took much longer than expected. Product was fine, but the delay really affected the experience.

Placed an order for a gift and paid extra for fast delivery. Not only did it arrive late, but packaging was damaged too. Won’t be using again.

Waited over 10 days for a simple order, and still no update. Tried contacting customer service but couldn’t get a clear response. Disappointing experience overall.

Please think again before purchasing from HN. I ordered 2 items, they came but with the security tags on! HN arranged for DPD to pick up, I’m still waiting, DPD come and to lazy to knock on the door to collect, they just take a pic and go!! It’s 2 weeks now and customer service is so slow. There is no phone line and you only get one email a day off them. I know DPD isn’t their fault, but they should have other couriers. But, this wouldn’t have happened if HN took the tags off in the first place and you certainly don’t expect it from them. They do not offer any sort of compensation, you are just a number that they will take your money.

I’m not sure why or how HN is still considered a luxury retailer, the experience of shopping with them is dated, unprofessional and stressful. I’ve ordered a skirt that was too big, upon contacting their customer service and waiting almost a week for a reply, I was told i couldn’t exchange the item (online or in store) and to repurchase the smaller size and return the current item. So paying two £7.50 postage charges plus £6 return which is deducted from the refund, which is annoying in itself but ok. However, the replacement item that arrived has marks and pen stains all down the side, leaving me with no option but to return, and pay another £6 charge - although if the item arrives damaged it should be their responsibility to organise and cover the cost of the return!! I contacted customer service for advice and clarification but got a vague, scripted and pointless reply which wasn’t helpful in the slightest. Both items arrived without any paperwork- invoice or packing slip, and I’m being left to sort out the logistics and return postage myself for items in value of over £500, which I feel nervous sending through mail. Even retailers such as cos give you instructions on how to return your items and provide you with a return label.
Never shopping here again- next to Liberty, Selfridges and all other amazing London based retailers, I’m annoyed I even went to HN….. but never again.

I had an top-class recent experience with Harvey Nichols in Bristol. I received excellent customer service from Chloe Parker who really went the extra mile for me in order to purchase a top I really liked which was unavailable in my size in Ireland. She kept in contact with me all throughout the UK-based transaction up to completion which wasn't straight-forward on my side. The top arrived promptly. I really cannot praise the customer service I received highly enough in Bristol.

Excellent customer service received by “E” in the customer experience team. She was quick to respond to my query/complaint, and resolved my gift card issues with speed and understanding. Such a star!!! ⭐
The customer service was outstanding, above and beyond. She really made my day with her professionalism, kindness and dedication. Highly recommend Harvey Nichols, not only as a department store, but also for its exceptional, reliable, second-to-none customer service!!

Hello!!😍
I am writing this review for Michelle, from CUSTOMER SERVICE CENTRE.
You are the best !!!
Really happy with my purchase.

Thanks again!!!
Simona

Thinking of ordering from Harvey Nichols, please think again.
Save your money & the stress of trying to get a refund when your order is not fulfilled. Please read all recent reviews. I didn’t as I have been ordering from Harvey Nichols for years with no issues. Times have changed & they are sadly no longer a company you can trust. Absolutely shameful.

My friends kindly bought me a £100 gift card for my birthday so that I could put it towards a product I had my eye on. Turns out you can’t spend the gift card online!!!! Only in store. So now I have to travel to a store at great expense and hope they have what I want in stock. What a joke! They don’t refund gift cards so now I won’t be getting my birthday gift. Harvey Nicholls should make it VERY CLEAR when purchasing gift cards that they can’t be spent online. Very poor customer service indeed. In this situation they SHOULD refund the value of the card to me as this is totally unacceptable.

Had an absolutely amazing experience with Freya Price who works in the Bristol City Centre Harvey Nichols store. I came in to purchase MFK 724 which I had wanted for a while only for Freya to pull out quite possibly the best deal of my life which was a gift set with the perfume & body lotion for less than the perfume on its own retails for usually!

Amazing first impression from the moment I walked through the door and Freya (and her colleague) were genuinely so lovely and chatty. My experience was outstanding and I can't wait to return all thanks to the top level of service I received.

Thank you Freya and colleague - you're clearly very good at what you do.

Harvey Nichols you really need to get your act together when it comes to customer service and sales. WHY TURN OFF YOUR PHONE LINES ??? Email only is just ridiculous you get a response to reply back and be at the bottom is just not acceptable it’s 2025. Then a team member from the Leeds branch calls me to advise that the shoes I’d like are available at the Birmingham store but I can’t be transferred over because there in the sale honestly Harvey Nichols very very poor customer service.

I have been trying to contact customer service for days with an URGENT request. Nothing. Absolutely disgraceful service.

Returned a very expensive online order through their returns system and have not received a refund yet despite them confirming that they received the order in their warehouse almost 3 weeks ago. I sent another item back the day after this order (a much cheaper item) which was refunded within a couple of days. This has happened before with a Canada goose coat I purchased through HN online and returned, whereby it took over 3 weeks to get the refund. It makes you wonder if they hold on to the money for the more expensive items for longer, to benefit from it. Customer care team have been useless, they just keep fobbing me off saying they have expedited it as a priority with the returns team and yet nothing else seems to happen. Would avoid buying anything expensive online, if there is a chance you may have to return it. Particularly as competitors are far better at refunding. I am now going to have to go through the rigmarole of reporting to my credit card company and the relevant ombudsman.

Dreadful service not for the first time. Cannot exchange an online order even in store and when due to wrong sizing on website. It also doesn’t help having the telephone support permanently unavailable. You would think that they would try to improve matters with revenue decline for the year to March 31, 2024, revenue dipped ~5 % and widening losses with pre-tax loss increased, marking five consecutive years in the red.

Don't buy on line from this store.
They have no customer service and you will have to climb mountains to return an order. Really appalling.