Harvey Nichols Reviews 

Shocking customer service; a chatbot would have done better
Ordered on 7 June with 24-hour delivery. I may have made a small mistake with my address (missing house number), but Harvey Nichols made no attempt to contact me or flag the issue. I only discovered the non-delivery today when I chased it up myself.
I was put through to a customer service representative named Nuruneesa, who told me she couldn't track the parcel and that I would need to wait 7 days before they could even begin an investigation with Royal Mail. Not once did she offer to look into it further or take any initiative.
The moment I hung up, I checked Royal Mail tracking myself — in under a minute — and saw that the parcel had been returned to Harvey Nichols on 11 June. The information was right there. A basic automated system would have found it instantly and resolved the issue on the spot. Instead, I was given a scripted non-answer and told to call back in a week.
For a retailer of Harvey Nichols' standing, this level of customer service is unacceptable. I now have to chase a refund for an item that has been sitting back in their warehouse for days. Extremely disappointed.

Very disappointing experience. I received gift card through a gift voucher provider and was given a valid card number, but when I tried to use it online, I was asked for a PIN code that I was never provided with.
Instead of helping to resolve the issue, I was told to contact the voucher provider. Meanwhile, the voucher provider says Harvey Nichols should be able to help. As a customer, I am stuck in the middle while both companies pass responsibility to each other.
I have a gift card that I cannot use and no one seems willing to take ownership of the problem. Poor customer service and extremely frustrating. I would not recommend.

Ordered on 22nd May and paid using a gift voucher- still no sign of my order nearly three weeks later. CS are shockingly bad and can not give any update as to why it is still awaiting fulfilment or when it will be sent. I’m never ordering from them again. If I’d paid by CC I would have done a charge back by now. As it is, I’m down nearly £200 and no end in sight.

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.

My friend and I visited to Leeds for a shopping day.
We visited Harvey Nicholls specifically to look at the Trinny London skincare range. The young lady who servers us-salesperson 59094.
She was amazing. Friendly, cheerful, passionate and very knowledgeable but not at all pushy!
She’s a credit to this brand and store!
Please recognise her for this.
Thank you 🙏🏻

I purchased an item and returned it the same day using the pre-paid postage. Two weeks later after it was delivered to their warehouse, which was confirmed by tracking, they claim they can't find it and won't refund me until they find my item that they misplaced. Awful service and I've raised this issue with my bank. Two weeks they've had it and can't find it even when I sent them a screenshot, of the day, time and location, which they themselves could ascertain. Never again will I shop here.

Absolutely shocking customer service
Ordered click and collect and paid Apple Pay, their systems picked up an old delivery address I had sent a gift to 2 years ago and used it as billing address meaning I can’t collect my own order. Contacted prior to dispatch and was promised it would be cancelled within 24 hours, no cancel they sent to store, numerous calls and emails and no cancellation. Absolutely never shopping from here ever again.

Returned a purchase using their authorised returns process. I have proof of posting and the tracking shows the parcel entered the returns process. However, no refund. At first they responded to emails then silence. Looking at the reviews I’m not the first example.
I will never shop with them again.

Breach of Basic Consumer Standards – Incorrect Charging & Delayed Refund

I placed an order on 25 May and was told immediately that only one item was in stock and that I would only be charged for that single unit. Despite this clear confirmation, Harvey Nichols still charged me for both items — including one they had already confirmed was out of stock and would not be delivered.

Under basic consumer rights, a retailer must not charge a customer for goods they cannot supply. Yet I was charged, and only after sending two reminder emails was the refund finally processed on 8 June. I have now been told it may take up to another 10 working days for the money to return to my account.

This means I was charged for an item I was never going to receive, had to chase the company twice just to get the refund initiated, and now must wait even longer for the funds to be returned. This is not acceptable for any retailer — let alone a brand with the reputation of Harvey Nichols.

This experience shows a disregard for consumer rights, fair treatment, and basic customer care.

David

Do not buy a Harvey Nichols gift voucher, it is a scam. We have twice been gifted HN gift vouchers as a Christmas present, as we like their brasserie in the Leeds branch. However, both times we tried to use them to pay they have had no credit on them. On the first occasion, the staff made the decision to waive payment. This time we have raised it as a complaint but after two months have got nowhere. I believe this is blatant fraud and am amazed that Harvey Nichols do nothing to address it.

Harvey Nichols are a terrific store with plenty of excellent purchasing options. However, as many customers have noted the customer service is appalling. I have had items lost/mysteriously returned to sender; items listed as available and then out of stock and delays with postage. Recently I called up to ask about an item that has been lost by Royal Mail and was advised I -- the customer -- had to wait for them to investigate before issuing a replacement/refund. No other company would force the customer to lose out because of their failure to honour the terms of a purchasing agreements. Avoid at all costs.

Disgraceful customer service. Nuruneesa from customer service has been no help. Order placed and paid for on the 23rd of May. Still no sign of it so I have raised a charge back with my bank

Will never shop with Harvey Nichols again the customer service is the worst I’ve ever experienced. I ordered a Skims bodysuit and it came without a hygiene strip therefore I returned the item with the help of customer service. They then sent the item back to me with no warning and when I phoned they said they can’t accept returns for bodysuits. This is ridiculous because the customer service team made the return for me and then changed their mind even though they failed to put a hygiene strip on the which is absolutely disgusting. They have been so rude and unhelpful and are refusing to give me a refund even though skims themselves accept refunds. I will never shop with them again and would advise everybody to avoid this company.

Guys stay away worst customer service and Misleading. I ordered a item on 30-05-2026, rang them up on 02-06-2026 to ask about my Order, getting told its Been Packed and ready to despatch but after a hour i get a email saying order is canceled its out of Stock! Rang them up but very unhelpfull service again.. cherry on the cake Refund will take upto 10 working Days.. they Mislead me from start to finish. Stay away guys

It’s a scam.
DONT ORDER FROM HN

Had a slight issue with delivery, however after speaking to Tauriq, everything got resolved. He was excellent and so quick to get things resolved. Keep up the good work. Thank you!!

I recently visited the Bristol store, somewhat in a panic for an outfit for an event and looking a bit of a mess as I’d recently arrived the airport. I noticed a lot of poor reviews for online service here but wanted to say that the in person customer support was excellent. A woman called Anna helped me pick out some items with patience and kindness and found me the perfect thing. Other colleges were also excellent.

I bought a gift voucher for Christmas for my brother, he tried to use it and it was declined, said it hadn't been validated. My brother got in touch with Harvey Nichols in April, rang again recently and basically was just fobbed off. This has happened 2 years in a row now, will definitely not be buying vouchers from HN again. The customer sevice is dreadful.

Extremely disappointed with the customer service from Harvey Nichols.

I placed my order on 8th April 2026 and returned the parcel on 20th April 2026, following all the instructions provided by Harvey Nichols. I also sent proof of postage and the parcel receipt, yet I am still waiting for my refund.

I have contacted customer service several times regarding this matter. At first I received replies, but now my emails are being completely ignored. No updates, no explanation, no refund.

This level of customer care is completely unacceptable, especially from a company positioning itself as a luxury retailer. Customers should not have to chase their own money for weeks while being ignored.

Sadly, this experience has completely destroyed my trust in Harvey Nichols. I will not be ordering from this website again, and I will certainly warn my family and friends to be cautious when shopping with them.

Very disappointing experience.

Luxury prices should come with luxury customer service — unfortunately, that was not my experience at all.

Absolutely unacceptable experience with Harvey Nichols.

I placed an order and paid on the understanding that it would arrive via next day delivery for an important event. Not only was the item never dispatched on time, but there was also zero proactive communication regarding the delay, meaning the order completely missed the purpose it was purchased for.

Customer service throughout has been appalling. I spent multiple calls chasing updates and a refund, only to deal with crossed call centre lines, inconsistent information, and on some occasions staff laughing in the background during calls. I was then told the item would be returned directly to the depot, yet despite all this time passing, I still have not received my refund and continue to chase for updates with no clear resolution provided.

At no stage did Harvey Nichols handle this situation with the level of professionalism expected from a luxury retailer. The inconvenience, lack of accountability, and poor communication completely ruined the experience.