harveynichols.com Reviews
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2.0 / 5
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764
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harveynichols.com Reviews
Read real experiences from customers of harveynichols.com.
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Mrs Jess Weetman
March 29, 2026
AWFUL, AWFUL, AWFUL
I’ve now ordered two high-value items from Harvey Nichols, and both experiences have been extremely disappointing. On both occasions, the products arrived faulty and were packaged so poorly that it was clear little care had been taken to protect premium goods in transit.What’s even more frustrating is that, despite the faults being entirely on their side, I was required to pay return fees both times. Being charged to rectify a retailer’s own mistakes is simply unacceptable - especially from a company positioning itself as a luxury brand.Customer service only added to the frustration. Rather than resolving the issue with professionalism and accountability, the support I received was dismissive and unhelpful, making an already poor experience even worse.Given the consistently low standards in both product handling and aftercare, I would strongly advise others to avoid taking the risk. There are far more reputable luxury retailers who understand the level of service and quality customers expect...and deserve.
Gina Jones
March 28, 2026
The worse experience ever.
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 .
RH
March 27, 2026
Exceptional Service
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.
Andi Ferreira
March 23, 2026
Not what it used to be - avoid!
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.
MR T JONES
March 19, 2026
Would have been zero if it was an…
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.
Liz L
March 17, 2026
Where has customer service gone?
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 :-(
rushda
March 10, 2026
I just wanted to say how impressed I am…
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!
Louise Beau
March 4, 2026
Dreadful customer service - lack of knowledge quite astonishing
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.
George
March 4, 2026
I ordered a gift online and paid extra…
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.
Emma Devine
February 25, 2026
Love the clothes and brands available…
Love the clothes and brands available in this store.
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