Harvey Nichols Reviews 

I want to give this retailer a minus ten if I can choose. Horrible customer service and disgusting policy treating customers unfairly, disrespectfully. Please stay away from Harvey Nichols for your whole life. Absolutely horrendous business. Big issues with their products pricing, order cancellation, return and refund. And the worst customer service team I've ever dealt with.

Ordered online. Item was stuffed in a grubby enveloped with no other packaging round it. Sent it back as didnt like and charge £7 for an item that would cost £3.50 in post. Won’t be using again.

DO NOT BUT ONLINE FROM HN
Purchased an expensive perfume gift set as a present for a friend. Paid the postage of 4.50, parcel took a week to arrive and shockingly it was an empty box! How on earth does an empty box get shipped out?! I knew as soon as it arrived that something was off because the box was not the correct size for the item I had ordered. There was no packing slip inside and absolutely nothing! Box had not been damaged or opened in transit so error or theft had to have occurred in packing? Contacted customer service, mainly frustrated that I won’t be able to have the item for this weekend (birthday gift) and they’ve now opened an “investigation”. Apparently I can’t be refunded or a replacement can’t be issued until their investigation is complete?! How on earth, can a massive company like this, not resolve an issue instantly??? My order total amount is probably peanuts to them but is actually a lot of money to me that I am now out of pocket. I feel seriously stressed and upset at something that is not at all my fault, yet I am suffering for it. Not sure if there is an ombudsman or anyone else I can escalate this to? Just want my money back really. Hoping they read here and do the right thing. For anyone else reading this, buy in-store to avoid the same fate!
The customer service person dealing with this issue for me is Shakeela. Let’s hope she comes through for me and resolves this so I can give more stars!
Edited on 11th July…
Called them again (customer service rep named “Luve”) after reading similar stories on trustpilot about cctv footage investigations taking a month. Basically explained that I paid in full (in good faith) for an item a week ago and they haven’t sent the item so I want my money refunded. It shouldn’t be so hard to just press a refund button! Didn’t get any further at all because apparently managers don’t work weekends so I have to wait until Monday.
Even more alarming is the fact that I discovered the customer service centre is operating from South Africa?! Can’t exactly nip over and knock on the door for a refund!
I am desperately hoping NatWest bank will be able to help me out with this but can’t do anything now until two weeks have passed with no refund (NatWest rule).
All very shady business and I’ve just unsubscribed from HN and will never buy online from them again!
Edited again on 13th July (keeping a record of events) … Promised a call from a manager today. As suspected, no phone call!
Will keep logging events until successfully resolved:)
20th July…Finally received a full refund from “Amy” as she said an inspection of the cctv proved the item had not been packed in the first place.
I’ve always had really good experiences with Harvey Nichols but nothing has ever gone wrong before. This time of something going wrong, clearly showed me how unacceptable their customer service really is. I am truly shocked at the number of negative reviews about them on Trustpilot and quite surprised they don’t have someone monitoring here and making things right with customers. Don’t think I will ever buy online from them again, trust has gone. Very happy I got my full refund but not happy at all with how I was treated and how long it took to literally beg for my money back.

I am extremely disappointed with my experience with Harvey Nichols.

I purchased a brand-new luxury Coach bag which arrived without a dust bag, without an authenticity card or any accompanying paperwork, and without the internal stuffing. This is not what I expect when purchasing a luxury handbag from a retailer like Harvey Nichols.

What made the experience even worse was the customer service. I spent over a week chasing for updates, repeatedly being told that my case had been referred to the Fulfilment Team and that I would hear back. On one occasion, I was even promised an update by the end of the day, which never arrived.

After waiting over a week, the only resolution offered was that dust bags are provided “subject to stock availability” and that Harvey Nichols could not provide the missing accessories. Waiting over a week for such a disappointing outcome was simply unacceptable.

Throughout this time, I was unable to use the bag because I needed to know whether I would be receiving the missing items or whether I would have to return it. No customer spending hundreds of pounds on a luxury handbag should be put in this position.

In all honesty, I have received better customer service from eBay and TK Maxx than I did from Harvey Nichols. I never expected a luxury retailer to provide a lower standard of service than those companies, but unfortunately that was my experience.

This has been one of the most disappointing customer service experiences I’ve had, and I will certainly think twice before purchasing from Harvey Nichols again.

Asked for next day delivery and still haven’t recieved item it’s been over a week and they haven’t updated me called and email no response

I visited HN’s in Edinburgh and went straight to the men’s department on the 2nd floor. An assistant approached and was very helpful in my selection of an outer shirt by Les Deux and a jumper. She couldn’t have been more attentive: it was really like having a personal shopper. The changing rooms were very clean and well presented.
A male assistant brought out some dinner jackets for me to try on who was also extremely helpful.
I did try on some Louboutin shoes but did not have in my size - 42
All my purchases were beautifully wrapped and put in a bag.

Absolutely atrocious customer service. I ordered a pair of sunglasses and received the incorrect one. Telephoned customer service to ensure that, as this was an error on their part (incorrect item sent out, and the one I wanted had then gone out of stock), that I wanted a full refund including delivery and return fees. This was apparently “noted” on my account.
However I only received a partial refund without the return and delivery fees even allowing for the fact that it was paid in instalments through Klarna, thereby leaving a residual balance for ME to pay of £19. I emailed regarding this only to receive no response to my first email when they hadn’t acknowledged receipt of the return, and also didn’t respond when I raised concerns of the incomplete partial refund despite this being discussed already on the phone. Utterly disgraceful, will never shop with Harvey Nichols again and will make sure I detail my experience to friends and family so that they avoid such an experience too.

Do NOT order from Harvey Nichols!!!
1) they never sent my £2000 order to me and then they refunded me £400 less for no reason!! Had I not seen this mistake I would have been out of £400 for no reason!! Appalling!!
2) they are so slow! Slow in replying, horrible to talk to on the phone and basically answering like AI
When I brought the refund discrepancy to their attention, the awful woman on their customer care team said: ah well, take the issue with your bank. Not our problem.
3) they reduced prices in all my items ordered one day after I placed my order and refused to honor the price difference.
All in all, I have never experienced anything as horrible as buying from Harvey Nichols online !!! Stay away!!!

Be warned, I purchased a sale item dress (over £250) at what I thought was a good price but don't forget you have to pay delivery out and back if you wish to return it, which I did. Leaves a bit of a nasty taste. John Lewis is free over £50 why do HN charge so much?

I'm amazed a store like Harvey Nichols accepts their online service being like this.

I ordered some shoes in May.

They sent two left shoes. I returned them immediately requesting either a refund or a replacement. The returns were delivered with proof of delivery. Its now nearly July and I keep getting fobbed off - the latest is that they are querying the whereabouts with the courier which is completely not my problem.

As it stands, I'm out of pocket with no shoes, and no money, and seemingly little movement on getting either.

Absolutely shocking customer service chasing up a return I never received a refund for. The exact same thing happened last year!!! I will never use this company again as quite clearly they don’t value their customers.

My original order was unfortunately mishandled, with my collection and redelivery requests not being actioned, which resulted in my order going missing. However, after the complaint was escalated, Tauriq reviewed the case thoroughly, communicated clearly and worked with me to put things right. While the original experience was disappointing, I appreciate the way the matter was ultimately resolved. In summary, a good range of high quality products backed up with excellent customer service when things go wrong.

If I could give 0 stars I would and they don’t even deserve that! Sent me faulty shoes that they have agreed are faulty themselves and have decided to string me along for over a month with no resolution. Manager never called, still hasn’t and probably some of the rudest customer service providers I’ve ever had. Please don’t order from here!

HN was the only company which stocked the items I wanted but I was reluctant to buy anything from HN after reading all their negative reviews but I have had a very positive experience. My last two orders (over £4000) have been delivered within 4 days, well packed too and any returns have been refunded within a week.

I have ordered some Chanel makeup and when I received the parcel, they are in an envelope and all the boxes are broken. I have been buying luxury makeup from different stores and this is the only time I received without a decent box. The items are £115 and I paid £4.5 for delivery, I expected a decent packing to deliver to me.

Disappointed with their customer service which has become a nuisance trying to get my money back for an order which was never fulfilled. 2 weeks plus and I’m still trying to resolve the issue, despite having confirmation in writing by them that I would received a full refund this still hasn’t been honoured.

Disgraceful is the only word suitable. After returning goods that arrived to me in a poor condition ( damaged box of Armani t-shirts that was a gift) I returned both items the other being a pair of Armani shorts.
I was only refunded for one item, basically they have said I only returned one item! Liars!!
The process of checking cctv apparently takes a month and they concluded that their returns dept has only one item received. This is a case of their word against mine and all I have as proof is my post office receipt as proof of purchase. I wrongly thought I had more protection ordering goods online but apparently not so my advice to everyone is to video the process of packaging your returns as proof, I know I will always in future. As for Harvey Nichols I will never buy from there again but I’m pretty sure it won’t be in existence for much longer judging by the amount of criticism on here!!

They are the worst! I don’t recommend them at all because their customer service is terrible. I bought a pair of Golden Goose sneakers, but they were too big, so I returned them. Even after two weeks, they still haven’t confirmed receipt of the return or started the refund process. The tracking information shows that the package arrived at their returns centre just two days after I shipped it.

They are completely irresponsible, and no one responds to your enquiries. It was my first time purchasing from them, but it will definitely be my last. I’ve already told everyone around me about my experience. In my opinion, they have the worst customer service in the UK.

Don’t ever buy online from them.
i should’ve seen their ratings beforehand.
Their return policy is insane. I bought the wrong perfume. Untouched, unopened, and they won’t give me a refund or any other option. Just go to Selfridges or Harrods. These people are way behind in how to do business and e-commerce.

After a t-shirt developed issues after one wash, I spent months trying to resolve the matter with Harvey Nichols. The returned item was then lost while in their care. An ADR determination awarded a refund, yet months later I am still chasing payment. I’m disappointed that such a straightforward issue has required so much effort to resolve.