Harvey Nichols Avis 

I repeatedly ordered one specific TOD’S polo and repeatedly received the same completely different item — even after customer service confirmed the correct product before dispatch.

Rather than properly investigating why this kept happening, I received one standard apology after another. I spent a significant amount of time ordering, returning incorrect items and explaining the same problem repeatedly.

Mistakes can happen once. The same mistake happening repeatedly, followed by generic responses instead of a real solution, shows a serious failure in both fulfilment and customer service. Extremely disappointing.

Terrible customer services I ordered a Another 13 le labo 100ml bottle and they sent me Santal 33 le labo 50ml bottle, I called them and its been a while they did not respond so I been calling them and they said it was still being investigated. Will not be buying from them ever again! BEST TO AVOID AT ALL COSTS!

I received a gift voucher 2 years ago that I ended up forgetting about and despite my panicked emails with the expiry date incoming, Harvey Nichols customer service were very patient and helpful with through the redemption process, with clear instructions and quick replies, very happy

So honestly I was extremely nervous about purchasing through Harvey Nichols because of the reviews here specifically but honestly my transaction was very pleasant. I am recognizing that I did only purchase a single item, there was a second item I really wanted to purchase as well but didn’t because of the reviews. So I didn’t have multiple items that were supposed to arrive like some of the reviews it was a single item and there was apparently only 1 left of the xl size and the rest were large. From what I ordered there obviously wasn’t much room for error. I really only ordered from HN reluctantly in the end because it was the only place I’ve been able to find a certain item I’ve been looking for that specific sweatshirt for under 600 and it was marked down from 1,150usd to just 450. I felt like I got a great deal compared to other retailers and I do stay in the US as well and it only took 5 days from the night I placed the order to arrive. Which for overseas shipping was extremely fast, most orders don’t arrive that quick from the US. And in regards to one review; there was a very slight hint of cologne to the sweatshirt, but to be honest I’ve received several items from boutiques like this because of workers spraying perfume around the building and the smell was very faint and wasn’t at all unpleasant. Also see a lot of reviews about bad packing the package on my order was great and traveled all the way to the us through dhl and looked perfect and was pretty sturdy when I got it, I think the Royal Mail system in the Uk is just bad at handling packing because I see a lot of bad reviews about packages they handle constantly and mine went through dhl then USPS and our postal service delivered it in pristine condition.

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.

If only I had checked the reviews before ordering.
For what is supposed to be a premium department store they offer an appalling customer service and website. I purchased a lingerie set in different sizes to find the best fit, only to find that these items are completely non-returnable so I'm stuck with them. Nowhere is it referenced online (not on the product page or at checkout) that this is the case. I only found out when I went to the returns portal and was directed to the small print buried away in the policies in the T's and C's at the bottom of the website. It should be explicitly visible on the product page AND when checking out that these items are non-returnable. Customer service were useless and just repeated the same information and said they would feed back my comments about the website. However from scrolling through these numerous bad reviews I can see I am not the first customer who has experienced this so clearly it has been raised before and never rectified as of course it benefits them when customers cannot return. Well, I can assure you I will never be shopping with Harvey Nichols again and will instead stick to more reliable retails like Selfridges, John Lewis and Harrods. Harvey Nichols don't deserve to be counted in the same league quite frankly.

Awful customer service. Wish I'd read the reviews before ordering from them. Ordered some boots for my daughter's birthday, they sent the wrong item. Countless emails and phone calls later and it's still not resolved. Shockingly poor and I won't be shopping there again.

The worst Customer Service I have ever experienced. If I could have given it zéro stars, I would have done.
I found it almost impossible to get a refund for a cardigan that was never tried on and in the post again within 30 minutes of delivery. I provided proof that they had received it back, and I still had to email and phone several more times. When I finally got my refund( later than legally required) they had deducted too much for postage.
Avoid,avoid,avoid

Appalling Customer Services
Really appalling Customer Service from Harvey Nichols. Email responses take days and days! Issue with previous order in December, when there was no delivery for days when promised and when the order did eventually arrive, one of the items arrived with black marks on the pale pink T-shirt. Raised it with NH Customer Sevices, who arranged a return collection but I was still charged the cost of a return. Had to raise it again with HN Customer Services this week for a refund of the return cost charged despite being a faulty return!
Next order linen dress arrived with split in side seam. Emailed NH Customer Services & a subsequent follow up call to HN Customer Services today, and was advised by a Customer Services team member she was drafting an email response to me straight away, to arrange a replacement dress. Really? Still no email response!
Will not order again from Harvey Nichols. 😢

Update : 5 Feb
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 !

Worst service I’ve experienced compared to any of the big retail stores. Charge more for next day delivery but don’t follow through - infact item was never received. Customer service mostly does not respond or lies.

Despite multiple follow ups, they didn’t m respond even when I have paid extra for the service. They don’t seem to care about business really. Also eventually they did respond saying “you’ll receive this today - so sorry about the delays” days later - nothing received even one week later. Customer service never responded after that too.

I am not sure how this joke of a business is still functioning!??

Only putting one star as you have to choose.

DO NOT GO TO SHOP HERE.

I ordered a size 9.5 and was given a 9, after contacting customer service (which takes days to respond in between emails) they said to return them and they will send the correct size out.

I noted at the time they have been removed from the website so I wanted to make sure they had the correct size in stock.

They didn’t. If they had simply explained this from the beginning this would have be sorted however over a month later they are still messing me about.

Do not buy from here the are scammers.

Shameless is hopeless is the customer service and doesn’t respond promptly, or have a desire to help out.

Do not recommend purchasing anything expensive from them. They won't help you if there are some issues with the delivery, and they only reply to one email in the loop, ignoring all other emails. I ordered an expensive perfume, and I'm pretty sure someone at DPD's sortation facility stole it, as on the tracking history, you can see an issue with the parcel at their sortation station; it's been stuck there for 2 days. The box was poorly packed, so anyone could easily take the goodies from the box and close it up. So it's also Harvey Nichols's fault that they do not pack orders properly. I received an empty box. Firstly, I've been patiently waiting for Harvey Nichols to reply, then for them to contact DPD. And then I was told that DPD will launch an investigation and will look for the missing contents at their sortation stations. Also, DPD will interview the driver. And I got zero reply from HN on my email that it's not appropriate, as the perfume that I purchased has already been sold on eBay or will be given to someone as a Christmas gift. So there's NO SUPPORT for the customer whatsoever from a luxury retailer. No refund, no replacement, just poor communication and some useless, stupid hopes that DPD will find the contents. ABSOLUTELY NONSENSE!

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.

If you are looking for high- end luxury do not shop here . A very basic approach to customer care. I would expect Primark not to extend gift vouchers by a few days post-expiry date but not Harvey Nichols. Just a point blank no . The price tags in this store do not match the customer expected experience and far from luxurious

Awful, avoid at all costs. My track record with them this last 12 months is awful. Today I received a box which was supposed to have a Hunza G bikini in it. It was completely empty, nothing inside the box. Then I couldn’t upload the photos onto the portal. So now i have to try and reclaim my missing item? Previously in September I had ordered a bikini and they had sent me the wrong one. In April 2025 I had ordered my daughter a gilet in a size small and they sent a large. In December 2024 they sent a Rixo dress with the tie around then waist that had been snipped off with scissors. Honestly avoid, avoid, avoid. Customer services don’t answer the phone either.

Really disappointing online experience. Parcel never got delivered and then I couldn’t get my refund. HN said they had to wait until parcel found before refund issued

Terrible company to deal with if you need to return an item. I have called them no less than 5 times over the last week to find out what happened to my item I returned weeks ago and each time they promise to call back and never do (including managers). Luckily I paid via credit card so will get my refund through section 75 but avoid ordering from Harvey Nichols unless you are absolutely certain you want to keep the item.

Ordered a pair of trainers for my partners birthday online, and I collected in store
The order was bagged up so I collected and opened when I got home, there is no Harvey Nichols stores near me so it wasn’t an option for me to return the item easily before my partners birthday

But the box was absolutely battered, I’m actually embarrassed to give him them for his birthday it looks like I’ve bought them from Vinted

Emailed customer service with no response! Order from Harrods or Selfridges who generally take care of there customers cause I won’t now be ordering from you again

Disappointed – Poor Packaging and No Resolution Offered
I recently received my order and was extremely disappointed with the packaging. There was absolutely no care taken with the delivery. I paid £250 for a bag originally valued at over £350, and it arrived simply placed in a box—no protective materials, no tissue paper, and not even a dust bag, which this brand normally includes.
To make matters worse, the box was damp when delivered because it was left outside in the rain while I was out. Despite the reduced price, £250 is still a significant amount to spend, and I expected much better presentation and protection.
When I raised this issue, the company offered no solution other than sending the item back. They were unable to provide the relevant packaging, a dust bag, or even a goodwill gesture like gift wrapping. This is unacceptable for a company of this size and reputation.
If you’re considering purchasing from them, be cautious. Their customer service policies seem rigid, and they do not handle complaints in a way that reflects care for their customers.

Appalling - I ordered an item on a Tuesday, payment left my bank ac immediately. I contacted Harvey Nichols customer services as I didn’t receive my order confirmation, they were extremely unhelpful, promised to call me back NEVER did. When I contacted them again, one adviser mentioned they’ve had this problem before, but obviously don’t bother to fix it. 4 days later I received my email confirmation.