Harvey Nichols Reviews 

The worse experience ever.
Firstly they didn't deliver 2 items l originally ordered 😑. I only received the bag and makeup was missing.
I rang customer service and they asked to take pictures of the box and item delivered which l found very stupid and silly request. I send the pictures and l had to chase them again about my makeup they said are going to investigate it and it might take 3 weeks.
This is a mistake they made from packaging someone overlooked the makeup.
I finally got an email saying they can't replace the item missing but will refund with no details how long the refund process takes. I felt this was not dealt properly they should l have replaced the item that was not delivered.
I really found the whole service appalling honestly .

I would like to commend the exceptional service provided by Tauriq. He handled a complex customer return dispute with remarkable professionalism, patience, and fairness. Throughout the interaction, he listened carefully, communicated clearly, and worked diligently to reach a resolution that felt respectful.
He took personal ownership and it was clear he genuinely cared about resolving the situation in a positive and constructive way with integrity. This level of customer care not only resolved the issue effectively but also reinforced my confidence in the Harvey Nichols brand.

Ordered on the 10th, 3 days later the delivery notification stated the order was to be delivered on the 12th but stuck in a sorting centre. I emailed HN because this had happened before - they state perfumes can’t be sent back (even though this breaches statutory rights) so last time I replaced the delayed item and when it eventually arrived, I sent it back and they sent it straight back to me and kept the money. This time I wanted assurances, I’d be able to send it back - they replied saying sorry it’s delayed, you can send it back for a refund when it arrives or if it’s doesn’t arrive by the 20th it’s deemed as lost and we’ll refund you. On the 21st they emailed to say, oh it’ll be delivered in the next couple of days! Apparently delivery was attempted on the 21st even though we have a ring doorbell and cctv and were home all day and nobody ever came…they’re now saying I can’t have a refund until I’ve refused a delivery and it gets sent back to them. I already bought the item (and received it) from Liberty! Utterly dreadful. For the past 2 years, the customer service has been sharply declining and I keep giving them chance and after chance but I’m done. I looked back and for the last 5 orders I’ve placed, I’ve had to contact customer service on 3 of them for various reasons.

I eventually declined delivery on the 23rd. It went back to Harvey Nichols. They were still refusing to refund, said they had to check the item was intact (even though I never took delivery). Then they sent it back to me using DPD, I refused delivery again. Emailed them and their CEO - kept getting vague responses saying they were looking into it (CEO never replied). Eventually I got the refund.

Would have been zero if it was an option. Bought an item which was the wrong size so returned it. CS says the item can't be returned yet the website generated a return label. They then sent the item back to me despite the web site saying it was ok to return as in the item wasn't on their can't be sent back list, Completely dreadful company utterly useless, can't call it customer service because there's no service.

I purchased the HN perfume calendar at the end of November. I was also gifted the Iiberty advent calendar from my hubby (lucky me!) so had a quite a perfumes to try. I attempted to open a bottle called Cardnal Flower a couple of days ago. It literally would not open, the top was like welded on, tried rubber gloves for the grip, my husband tried, simply faulty..other than smashing the glass there was no way I could try it. Got in touch with HN customer services, Kyle dealt with me although super nice and polite was totally missing the point in the fact a paying customer could not sample what she had paid for..offered a 30.00 refund but that would not be enough to cover the cost of me spending nearly another 30.00 to sample the scent that I had already paid for, yes the sample size in the box was 8ml and the 10ml available to purchase.. I even offered to send the bottle back and I would take a few samples from the beauty hall to compensate..but it was no, no...not our company policy! I worked in high end ecommerce for a London based company for 11 years, customer was King and looked after, there are thousands of places to shop on line...really disappointed :-(

I just wanted to say how impressed I am with your product and customer service. The quality of the product exceeded my expectations, and your team was incredibly professional. It's rare to find such great service these days. Keep up the amazing work!

We purchased a rather expensive Le Creuset pepper mill which was faulty within 10 months. I emailed twice and filled in the online form but had no response from HN. I then telephoned and Lilly was useless.

The item is over six months old which means the burden of proof lies with me to show it was faulty at time of purchase. I have a report to show this is the case and under the Consumer Rights Act HN are on the hook to deal with it. They flatly refuse. Thankfully the credit card company are jointly liable and a chargeback secured the funds.

I ordered a gift online and paid extra to include a personalized note — the note never arrived with the gift. When I contacted the company, they apologised and promised a refund. That was over a month ago, and I have still not received it.

The original issue was disappointing, but the real problem is the lack of follow-through. Promising a refund and then going silent is not acceptable customer service. I followed up again a week ago and still nothing.

Love the clothes and brands available in this store.

Ordered a fragrance I’ve been wanting for quite some time. Order went through as usual only for it to then be cancelled after a few hours. Apparently item out of stock, in which case the website should be updated to reflect that. Funds now pending which has come off my card balance until a point when the cancellation is processed. Disappointed to say the least and the offer of free postage on my next order doesn’t quite cut it.

Follow up - they then proceeded to charge me in full for the order which they cancelled. They acknowledged the order was cancelled, they confirmed I was charged in error but wouldn’t refund me unless I provided a bank statement. For a company of this magnitude, despicable and amateurish customer service. Lesson learnt, never again. Will initiate chargeback if HN continue to be difficult in getting my refund.

Purchased a fragrance online as gift paid £425 to gift my in laws . He already got & didn’t need mine . Tried to return & Harvey Nicols are refusing . Still in box untouched with seals on and been 7 day. They claim it’s for hygiene purposes can’t accept return . I didn’t buy underwear , makeup , food , etc a bottle that js untouched with photographic evidence . Off I go to take this to legal . Why are they still in business?? . !!! This was my first and last order with them . What a terrible policy . I encourage everyone to read Harvey Nichols reviews before ordering .

Ordered next day delivery but missed the 3pm cut off point which I had acknowledged. Expected the order to be processed the next day and to receive the item the day after. I haven’t received it and paid £10 for delivery. I contacted customer service to be told that as I missed the 3pm cut off that it had been sent by standard delivery (£4.50). I said okay then can I have my delivery refunded as it isn’t my mistake and I should not have to pay for next day when it hasn’t been posted as next day- which is admitted in an email. I have been told I’m confused and now I have been ignored. SHOCKING service for such a ‘high end’ retailer. I will never be ordering again.

Shockingly bad Customer Service from Harvey Nichols .. never again! Still awaiting replacement dress returned to HN 28 January, received by NH 29 January, and no replacement or indeed a refund !

I Went into the leeds store today, a lady called Sana in the beauty/perfume department helped me incredibly.
In all my years of going to Harvy Nichs I have never experienced such kindness and hospitality as I have today.
She went above and beyond helping me with my mums birthday gift.
Wrapped it so nicely, she took great passion in her role, I would like to see her get some sort of appraisal because if I was her manager I would give her a pay rise, amazing lady Sana in the perfume department Leeds store thank you.

I called five times to reserve a dress from the London store. Each time, customer service took my phone number, but no one ever called me back.

Today I spoke with Amanda from customer service in South Africa, but she was not helpful. I explained that I had already called several times and left my number, yet she simply told me to write an email so it could be forwarded to the store. I had already left my contact details with customer service, but nothing was done.
She should have asked for my phone number at least. I also asked to speak with a manager and was told that there were no managers available.

This level of service is unacceptable for Harvey Nichols, a very expensive and well-known store.

I bought some aftershave on 20th November 2025, as a christmas present for my son. The aftershave never arrived, and the customer care i received was nothing short of appalling, I spoke on numerous occasions to the customer care team and not a single one of them offered a feasible resolution. They keeps my money for 2 months and then just issued a refund of the exact amount without any compensation or an apology. I would never buy from this company again, and I hope that this review will prevent others experiencing the same incredibly frustrating situation

Ordered makeup said 1-3 business days delivery . 4 days later no news no update nothing . Call customer services , can hear a lovely conversation going on but no one speaking to me . Call back to be finally told one item was from Knightsbridge the other from Edinburgh so both being sent to central depot bento me in another 3 days . Sorry but board 4.50 postage for two items that would fit in a letter size envelope and expect a competent service to take less than 7 days to be sent . Don’t take customers money under false pretense . Would never use or recommend this awful retailer - you get better service at Lidl than what’s is pretending to be a high end retailer - prob going down the drain like Debenhams etc .. disgusting!

I am appalled by Harvey Nichols’ online customer service and internal handling of returns.
I received a faulty hairbrush delivered in damaged and tampered packaging. I contacted customer service immediately and provided photographs. After reviewing these images, Harvey Nichols confirmed in writing that I could return the item and that they would assist with a full refund.
I returned the item exactly as instructed, at my own time and fuel cost. Their warehouse then wrongly sent the parcel back to me marked RTS, using the original return label. This could only have happened due to internal mishandling.
Despite this being entirely their error, Harvey Nichols are now refusing to honour the refund they already authorised and are falsely claiming the item was “used”. This is completely untrue. I even sent fresh photographs clearly showing the brush is brand new and unused.
This conduct is a clear breach of the Consumer Rights Act 2015, which entitles consumers to a full refund for faulty goods and requires retailers to bear all return costs. Harvey Nichols’ refusal to honour their written refund commitment and their internal mishandling of the return process has left me stuck with a faulty item through no fault of my own.
Customer service has been slow, inconsistent, and dismissive throughout. The matter has now been escalated to their Complaints Team (case ref 00836466), and I am actively preparing a chargeback if this is not resolved immediately.
For a luxury retailer, this level of service is unacceptable. I would strongly advise anyone ordering online to proceed with extreme caution.

Shocked at the experience from such a high end store. I bought some presents for Christmas during Black Friday (end of Nov). I returned the items on the 11th Dec, it’s now 20th Jan and still no refund.

The customer service team have ignored my last two emails. So I’m severely out of pocket, with no customer support.

I will never buy from HN again - madness for such a high end retailer.

Very disappointing customer service. I placed an order that arrived with an item missing. It took over a week to receive a response, and more than a month to be refunded. Based on this experience, I wouldn’t shop here again.