Harvey Nichols Reviews 

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?!

I have found my experience with Harvey Nichols shocking.are Customer Services simply appalling. Can not buy anything online checkout dosen't work can't buy over phone out sourced CS no use. I would avoid trying to buy anything from this company.

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.