Harvey Nichols Reviews 

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!

A friend ordered a gift on line and sent me the email as proof to collect it in store. I went to the collection point where one staff member was rather rude and said I’d need my friend’s cc or DVLC as prof to collect it even though I had the email and my own proof of ID. She then insulted me by saying “we don’t give goods out to anyone.”

What a waste of time your site is. Offer 10% on first order so fill in all details. No code received and customer service totally useless. As a first time customer not impressed at all.

Hello,
Today I am visiting from Doha - Qatar & would like to leave feedback on my amazing experience with the lovely Danielle Chalmers at Harvey Nichols Manchester city centre. She was soo helpful & kind, super knowledgable about all the perfume scents & notes. She knew exactly what I was looking for & asked all the right questions to help me pick the perfect perfume!
Such a pleasure being assisted by her & I am very happy with my shopping, gift wrap & experience altogether.

Thank you very much
Dana Alhajri from Qatar

I returned my order (902985192) with Royal Mail as instructed by HN on the same day I received it (a pair of expensive jeans too large for me), on 8th October. On 16th October I realised there hadn’t been an update on the return’s tracking number since 10th October and I contacted Harvey Nichols customer service. Since then I have contacted them by email and telephone several times. On 30th October I finally received an email where they admitted my return parcel had been lost and I would receive my refund “accordingly”. Since then I have again called and emailed several times and yesterday I was told “they are waiting for Royal Mail to send them a claim form”: UNBELIEVABLE! How not to run a business!
Finally received my refund today, 20th November, it would have been so easy to do it straight away

Absolute diabolical !! Customer experience is living in a cloud !!! I paid 30.00 to attend a Tom ford event where the money was redeemable against a product you also got 15% off and a free gift for attending along with an extra gift with purchase …. When I went to use my gift card that had £825 on it the balance was 0.00 ?? So I spent my time in Harvey Nichols until closing trying to sort this out , missed the event missed my money back, discount and gift ,, customer service sorted my gift card out within a couple of days and I went on to make a complaint where the customer experience team offered me prosecco ,, I advised about my free gift ticket and discount, they then went on to advise Tom ford were sending me a goody bag, I asked again about my discount and my money for ticket that was meant to be redeemable against a product, they then went on to advise they had went above and beyond sending me prosecco ( that I never once asked for ) and a goody bag ( a few wee samples that u get at counter anyways for being rewards member ) they then wet on to tell me I got this even tho I didn’t purchase anything lol — no I didn’t but I was there to buy perfume redeem my ticket money back and get the discount - the goody bag was given for attending regardless of any purchase — I was too busy trying to get my gift card balance back an error on their part resulting in me missing out - they make u feel belittled telling u they have gave u prosecco and a goody bag i tried to explain i never asked for prosecco and the goody bag was given regardless - they advised I would never have gotten a goody bag and the discount together lol - i know this to be so untrue as u were getting a goody bag extra gift and 15% off along with ticket money back as my friends did with all their purchases , i even spoke to the girls in Tom ford to reconfirm this as i was bewildered that customer experience had not even checked with them the correct information and waffled a load of nonsense to me, it is beyond me how they can treat customers like this - all I asked for was my money to redeem against my perfume and the discount as I missed this due to their error - they continued to tell me they had went above and beyond ??? How ??? U failed me on a whole and failed to give me back my ticket money my discount with a purchase along with belittling and condescending emails - I won’t ever again attend an event or buy tickets or purchase anything further from them - complete joke and absurd customer relations with zero customer service at heart or ears or eyes to actually listen read and collate the correct information from their events

If I could have given 0 stars I would have

Terrible service! I purchased a Harvey Nichols gift card for £160 and when I tried to use it online it wasn’t working. I contacted customer services and they advised if I paid by my debit card they would manually redeem the gift card and refund my money. I was told this would happen as soon as my order was dispatched. This was very inconvenient, but I’d already purchased the gift card and couldn’t receive a refund for this. I received my order on the 13th of October and had no refund. I contacted them on the 22nd of October and was told it would take a further 10 days. I’m so frustrated that they have my money and I’m still waiting for it back. AVOID!!

Rubbish customer service- have tried them a few times to get some help with orders and they either do not answer the question you have asked, or are just plain unhelpful. I’m currently trying to return an item and it’s become far more complicated than it needs to be. It’s ridiculous that you also have to pay to return items when other places offer free returns. There are other places I could be spending my money and this is the last time I’ll spend anything at Harvey Nichols.

Lilia sales assistant on the merchant of venice perfume department such a polite,kind and very knowledgeable lady told me the history of the Maria Callas story 100% great customer service Lilia went above and beyond to give me a great shopping experience

Please don’t use Harvey Nichols, they aren’t a luxury business, they are essentially scammers.
I ordered a cosmetic advent calendar for my wife’s birthday but received a twelve scents of Xmas instead which as well as being wrong costs less. It also has a gift note in for someone called Sandy.
I assumed I’d just email or call and it’d be sorted because HN is a decent company, I couldn’t be more wrong. Firstly the phone line for customer services is not answered so you have to email. After 4 days I finally received a generic reply email (at 10pm so must be from an call centre abroad somewhere) explaining how to do the standard return for a refund but that is assuming what I return is what I ordered. Clearly this isn’t the case so if I do send it back I won’t get my refund and won’t have any items either.
I will avoid Harvey Nichols going forward and urge you to do too, if you have any problem there is no way to resolve it.