Harrods Reviews 

Harrods children toys section doesn’t even deserve one star, worst customer service ever, never coming back, it’s seriously disgraceful.

Rodoulla has been our personal shopper for over six years and throughout this time she has been a reliable and patient friend. She always finds the things that we want and when they are not available she goes above and beyond to locate them. When we visit the store (we usually shop virtually) she provides the finest hospitality which is why we keep coming back and a visit to Harrods has become our summer ritual. Well done - it’s people like Rodoulla who keep us coming back to physical stores like Harrods and direct our friends here too!

Whitney at The Ormande Jayne Counter and then Mawah at the Masion Crevilli Counter were very knowledgeable about the fragrances they were serving. Both were extremely professional and courteous. Then I purchased some food at the food hall and Joshua at the payment Counter was immaculately dressed and very complimentary. He was a gentleman and once again proving why I always visit and buy in Harrods. The staff are always always on top of their craft. Well done to all 3 of these members of staff.
Grateful.

Eugene Kavanagh Ireland 🇮🇪

One off experience to buy Harrods’ bears for our grandchildren. A door man and customer advisor who worked in gift shop were lovely. The children loved the lift. Another door man and customer advisor in baby section incredibly rude. Made the experience for me not as I would like to remember. Clearly training needed for some.

Box standard cut and paste received by Harrods’ today

We were served by Asad who went out of his way to ensure that we got the bed that we needed and wanted and that we got it for the best possible price. He spent a large amount of time with us talking through all the pros and cons and got to know us and what it was we were looking for. An excellent salesman who certainly knows Vispring beds and who was a delight to work with. Harrods are very lucky to have him.

The process at the checkout point is not at all user friendly. If one tries to pay with PayPal, it doesn’t allow one to include both senders details and delivery details oneself. Therefore the wrong details are entered. Unable to edit. The customer service team have to cancel the order. They can’t make changes and so have to go through the whole process again.
It wouldn’t accept my debit card number, said invalid.
In the end I had to use a credit card and even then the delivery address had half the delivery address and half the senders address. Then after calling them an hour later, they said it’s too late to change it.
I’ve never had so many problems with trying to organise a gift for someone.

I’ve shopped online with Harrods several times. Never had issues but then i’ve never spoken to customer services.
I bought a very expensive pair of shoes. Harrods sent me the wrong pair. I spoke with customer service who promised they would “look after me” and would have someone call me.
No one called me and no one responded to my emails. I’ve since spoken to three people and been assured and reassured that they would get back to me with comp and help and i have heard NOTHING and it has been a week. I was also told by the second person that whatever the first person had told me was completely incorrect. She went on to inform me that Harrods online and Harrods store are completely different entities and that she basically couldn’t help but that she’d get back to me re a goodwill gesture.
This is Harrods for goodness sake - not what you expect. Not even an apology for their system having the wrong codes and sending me the wrong item.

Great customer service from David on the gifts department. Very friendly, chatty & polite. I haven’t had customer service like that for a long time. Makes such a difference with happy staff.

Hermes store : We were served by Jacopo, who demonstrated true professionalism and product knowledge. We received kind and efficient advice. A nice bonus: he's multilingual. One area for improvement: the waiting system (queue).

Harrods has the most beautiful and unique style of a warehouse in London.
We were helped bij Vera (tea, coffee, jam, chocolate) and Maria from YSL.
First visit from the Netherlands

We had a fantastic experience picking up a special watch from Dilarya in Tudor which was arranged by Tom Hughes. We've known Tom for over a year and he is professional, kind and thoughtful. He went out of his way to arrange a suitable date for us to pick up the watch whilst he was away.

We met Dilarya for the first time and found her to be particularly personable, friendly and down to earth. The transaction and collection went smoothly and we were very pleased with the purchase and the whole process.

Both Tom and Dilarya are a credit to the Fine Watches team at Harrods which continues to be run fanstastically by Nick Sanchez. We've known Nick since 2019 and he is incredibly friendly and welcoming. Harrods is lucky to have him. We hope to continue our relationship with Nick and his team for many more years to come.

Really disappointed and dismayed at the service of Harrods online. I have ordered a gift for a friend who’s birthday it is on Saturday it is a relatively high value item but it is in stock (I was advised by a member of staff yesterday that there are actually more than 40 in stock). However in spite of ordering this item on Sunday it has not yet been despatched!!! I have contacted customer support 3 times but there is nothing they can do and I just have to wait - the latest customer service member has sent an „email“ this afternoon to another department to find out when they might bother to send it but so far no update has been provided to me. I will now likely have to cancel this order and at short notice find something else (definitely from another store). Am just so sad and disappointed as thought I would at least be confident ordering from a brand like Harrods- clearly gone down hill now and all the original excusivity is attached to price and not service!!! So annoying

Update - it has just been despatched- after 3 days so now have to cross fingers that it will arrive on time - not holding breath!!! Never again Harrods

Absolutely appalling experience with Harrods and Alexander McQueen

I genuinely never thought I would find myself writing a review like this about Harrods.

I purchased a pair of Alexander McQueen earrings directly from Harrods as my dream wedding earrings. They were an incredibly special purchase, paid for by my parents, who saved and worked extremely hard to be able to buy them for me for my wedding. They are therefore not simply a pair of earrings to me — they have huge sentimental value.

I wore them twice before a diamond fell out.

After contacting Harrods back in june , I was refused a refund and refused a replacement. I was told that the earrings being worn only twice and losing a diamond was apparently considered “wear and tear”. I was then given the option of sending them back to be repaired as a “goodwill gesture”.

This is where things became even more unbelievable.

If Harrods genuinely believes that a diamond falling out after two wears is simply wear and tear and that the earrings were not faulty, then why are they now willing to repair them?

After feeling like I had no other choice, I had to send the earrings back to Harrods. They have now been returned to me in an absolutely shocking condition. They are covered in visible glue around the silverwork and around the edges. The repair looks incredibly messy and, frankly, like something that has been done with no care whatsoever. These are a high-end Alexander McQueen piece of jewellery that my parents worked incredibly hard to purchase for my wedding, and I am devastated that they have been returned to me like this.

I was informed that Alexander McQueen had inspected the earrings and concluded that there was no manufacturing fault, instead classifying the problem as wear and tear. I have repeatedly requested the inspection report and an explanation of the basis upon which this conclusion was reached, but Harrods has refused to provide the report.

I am now left with earrings that have been worn twice, lost a diamond, were refused a replacement, and have subsequently been returned from repair covered in glue.

The customer service experience has been equally appalling. I have tried repeatedly to get help and have been met with a complete lack of empathy or accountability. The customer service manager I dealt with was particularly disappointing. At times I genuinely had to ask myself whether there was an actual human being dealing with my complaint, because there was absolutely no understanding of how upsetting this situation is.

I am a 28-year-old self-employed business owner myself, and I would never dream of treating one of my own customers this way, particularly when they have spent a significant amount of money with me and are genuinely upset about the service they have received.

This was supposed to be something incredibly special that I would treasure from my wedding day. Instead, I am now having to fight to have Harrods acknowledge that this is not acceptable.

For a company with Harrods’ reputation and for a luxury brand such as Alexander McQueen, I expected so much more.

I am absolutely devastated and incredibly disappointed. This is not the level of service, care or craftsmanship I expected when purchasing a luxury product from Harrods. I will never purchase anything from their website again.

*Please find my review and images of my faulty product on Harrods Google. Baring in mind this is how Harrods sent it to me saying they were “fixed” . They have since emailed back taking no responsibility and refuse to replace or refund me. Even though NOW Harrods returned the “fixed” pair of earrings covered in glue and completely destroyed my wedding earrings. Leaving me no choice but to go to small claims. I feel absolutely devastated that there are actual humans replying to this.

I shopped at Harrods in the past & I had issues with some delivery & raised to there Management who were very negative & condescending offering no remedy to my complaint just being extremely unprofessional & unhelpful. I complained about this Manager who I thought was extremely unhelpful & obstructive but as a consequence they offered no remedy to my complaints but just banned me calling me a nuisance it is absolutely disgusting & disgraceful what the Management team have done & defamation of my character. Absolutely shocking how they are condescending & insulting to there customers & I am talking about senior Management how does this company even exist in this modern times. It seems if you complain against there Management team they close ranks & debar you from there store which seems rather inhumane & uncivilised as well as wrong. My personal experience with Harrods would be on a minus scale & in view of the diabolical way they have treated me I would strongly recommend not to shop with them as if you have issues it will be detrimental to you as there customer services at All levels of Management are appalling they might just ban you for dare complaining to them I consider this bullying & vindictive & victimising you.

I've been visiting Harrods since I was a kid in fact my school uniform used to come from there! The place has changed over the years with various owners, but the current Harrods is still recognisable and as a store it functions well - probably as much of the floor space has been given over to concessions - especially the ground floor. Harrods almost always have the best range of grooming products and they run 10% off here and there for Harrods card holders. The food is not cheap but you probably wouldn't think it would be! What I will say is that their ready meals are superb and the curry dishes amazing but again you're paying more than you would for a decent take away. if you're looking for cakes and chocolates then Harrods is the place to go in town. The range can't really be beaten and they knock spots off Fortnums. Keep on doing what you're doing and if you want a 5 score please start opening a little earlier to reflect the warmer weather in the summer!

I was exploring a fragrance house called Floraiku and was very much pleased with the service provided by Adriana at the Salon de Parfums. She was extremely patient and also extremely helpful with helping me find a scent that I loved. She did a fantastic job considering I hadn’t smelled a single fragrance from that particular house and assisted me in exploring so many new scents.

Today we visited Harrods at the chocolate room the service was very poor we go directed from one pay point to another then to self serve only because we were buying Harrods own brand of chocolates.
Waiting in the self serve queue like Tesco paying premium prices from a bargain basement experience!! This really is service self with a zero personalised experience! We don’t come to Harrods for a self service experience Harrods was always known for a personal touch!!

I had such a lovely experience with Lydia at Harrods Milton Keynes. I visited on my birthday to choose a perfume as a present to myself, and Lydia made the experience genuinely special.

She was incredibly approachable, knowledgeable and attentive. I had noticed her in the store on a couple of previous visits, and what really stands out is how well she knows fragrance. She doesn't simply seem to know the products, she understands perfume as a craft and is able to guide you through different scents in a very natural, thoughtful way.

With her help, I ended up choosing Fico di Amalfi La Riserva by Acqua di Parma, which I absolutely love.

What Lydia didn't know until I was leaving was that it was my birthday. Without even realising it, she had made part of my birthday feel that little bit more special, and I made sure to tell her before I left.

She is a real credit to the store and clearly someone who knows, and takes pride in, her craft.
Thank you, Lydia, for such a memorable experience.

I was very disappointed with my experience with Harrods. I purchased a £595 Mulberry bag, but unfortunately was not satisfied with the quality after receiving and inspecting it.

Harrods' standard return window is only 14 days, which I find far too short for a high-value luxury purchase. Once outside this period, I was told that returning the item would require an inspection and that any refund would be subject to approval by the brand.

For such an expensive purchase, I expected a much more reasonable and customer-focused returns process. Even Amazon provides a far more straightforward return experience.

Unfortunately, the way my case was handled left me very disappointed and I would not feel confident making another high-value purchase from Harrods.

First and last time ordering from Harrods. The box came completely open, the lid had broken down and was completely flat. Luckily our DPD driver saw the damaged box when he was loading the van for the day and saved the contents from being lost.