Harvey Nichols Reviews 

This should be a zero star review.
I placed an order on 2 Dec, consisting of 4 items for Christmas gifts. Full payment was taken immediately. The following day I received an email to say that 2 of the items were out of stock. Despite emailing customer service on 3 occasions, after 17 days I have not received the refund of approx £300. I have received one reply from customer service asking me to check with my credit card company. I have and Amex are not at fault - excellent customer service from them. I find it unacceptable that payment was taken for out of stock items in the first place but the following up is unbelievable. Last time I’ll be shopping at HN.

I would give 0 stars if possible !!! Worse customer service, good only for sending acknoledgement emails and not for solving issues. It's a month since I'm waiting for a refund as I did not get the ordered product, and they ignore me completly

As many other reviews support, Harvey Nichols customer service is abismal. I ordered a skincare product online valued at £95 and picked this up in store. Unfortunately it was only when I got home that I discovered the box of the item itself was very dirty and old looking, like it had been kicked around the stock room. I emailed customer service immediately and it took them four days to reply… Then they simply offered a £4.50 refund. I explained that this wasn’t acceptable as the item looks ancient and unhygienic and I would like either a refund or a replacement. After waiting another two days, they replied that they could replace the item after I returned the original, with no offer to cover postage nor return details. I responded again explaining that it was unacceptable to expect me to cover return postage in this case, nor to wait even longer for a replacement product as it has now been a week since I first emailed, but… here we are another two days later and they still haven’t got back to me! I strongly suggest you spend your money elsewhere as after sales support is non-existent.

This has been the worst customer service experience I have encountered. I have now spoken twice with the same customer service representative, who repeatedly assured me that my invoice would be sent to my email within minutes of the call. Despite these assurances, no invoice has been received after two separate calls.

I would also strongly advise against ordering online for in-store collection. Based on my experience and similar reviews, the process is inefficient and poorly managed. While comparable retailers typically process and ship orders within 24–48 hours, I was repeatedly informed by customer service that it would take 4–6 days merely to process the order.

This level of service is unacceptable. The representative was unhelpful and unable to adequately address my questions, often responding with minimal and repetitive answers rather than providing clear or informative assistance. Overall, this experience reflects poorly on the company, and I would not recommend Harvey Nichols based on this encounter.

They cancelled my order with no explanation. Previous order I had was also cancelled. Then I wait 4 days for payments. I also ordered a jacket in the past which had a hole in it. I wont be ordering again. Im always willing to give company a second chance but I've never had a good experience with them. Terrible

Terrible experience. Ordered some Dolce trainers online (there was 2 available in stock in my size at the time of ordering). I placed my order and organised to collect in-store. However, this afternoon I have received an email to say that the item is out of stock?! How on earth is that possible when there was still another 1 left in stock when I placed my order? Not only that, I used gift cards which are now hanging in limbo until customer services get back to me. What a palava! There's a reason that nobody shops at Harvey Nics anymore - both their online processing and logistics are terrible. Never again!!!

I ordered the beauty advent calendar for my daughter as she is a professional beauty therapist and I thought she would really appreciate this pre Christmas gift.
She was over the moon when she opened it and even more so, when she started to open the drawers to find the beauty gifts inside.
However, on day five, I got a call from her to say the number five drawer was empty. I was so embarrassed. I contacted Harvey Nichols customer service to be told I would have to send them pictures of the empty drawer to prove it was empty!
I did this and received this email from them:
“We’re very sorry to confirm that drawer number 5 of the Beauty Advent Calendar was indeed empty. Unfortunately, we do not have replacement stock available at the moment. We completely understand how disappointing this must be, especially as it was a gift for your daughter, and we sincerely apologise for the inconvenience caused.

As a gesture of goodwill, we would like to offer you 5% off your next purchase with Harvey Nichols. We hope this can go some way towards making up for the experience.”
I was appalled by the offer.
It cost £250 to purchase the calendar … 5% is £12.50.
They state that the calendar contents is worth over £700. 700 divided by the 25 drawers would mean the average drawer was worth £28.
It’s not just the poor customer service from a huge, well known brand or the fact that I have been embarrassed in the eyes of my daughter, but the fact that they couldn’t even send an actual voucher to compensate the costs incurred instead of a percentage off and that they would not just source and send replacement or equivalent items.
I have managed to source the replacement items from another well known retailer, which I will take up to her but, after being a regular customer, I will never shop at Harvey Nichols again

Will not be shopping on line again with Harvey Nichols. They no longer have a UK call centre. Calls are now answered by South African call centres and they do not know what they are doing. You need the patience of a saint if you need to ring them so to save my sanity, best not to shop there anymore. Unbelievable.

If I could give no stars for customer service I would. All written communication ignored, telephone permanently engaged. Shoddy beyond belief. Ordered and paid for goods weeks ago which were not received- I struggle to understand how the management at HN can allow it to be this bad - someone ( or everyone) not doing their job.

I received a damaged product and contacted customer service. They initially promised an exchange and instructed me to return the item. After receiving my return, they completely ceased communication.
A week later, I discovered a partial refund in my account - £7.50 less than the original purchase price. They deducted this amount despite the product being damaged upon arrival, effectively making me pay for their faulty merchandise.
Key Issues: • Delivered damaged product • Failed to honour exchange promise • Ceased all communication after receiving return • Unauthorized deduction from refund • No explanation provided for partial refund
The company's handling of this situation demonstrates poor business ethics and unprofessional conduct. Their practice of promising exchanges, then issuing partial refunds without consent is misleading.
I strongly advise potential customers to shop elsewhere to avoid similar experiences with this unreliable seller.
Pros: None
Cons:
1. Damaged product
2. Deceptive customer service
3. Hidden deductions
4. No accountability
5. Poor communication

Ordered an advent calendar for my wife. Website stated 3-5 days delivery time, so ordered well before the start of December.
2 weeks later, still not arrived and chased this up with the customer service team via phone and email numerous times.
Asked for it to be cancelled and for my funds to be returned. Keep getting fobbed off with our 'internal team' need to chase your package before a refund can be returned.... So i am £160 out of pocket and nothing on the horizon for when i will receive any money.
My advice, shop at John Lewis and forget all about this appalling shop.

Bought trousers from Harvey Nichols based on a shopping ad. The product was misleadingly described – there was no proper description of the fit or key features on the website, including whether they were low or high rise. This is basic information any customer should be given.

Customer service was unhelpful and dismissive, and they refused to refund the delivery fee despite the issue being caused by their lack of information. Won’t be shopping here again.

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?!