Harvey Nichols Reviews 

Hello!!😍
I am writing this review for Michelle, from CUSTOMER SERVICE CENTRE.
You are the best !!!
Really happy with my purchase.

Thanks again!!!
Simona

Thinking of ordering from Harvey Nichols, please think again.
Save your money & the stress of trying to get a refund when your order is not fulfilled. Please read all recent reviews. I didn’t as I have been ordering from Harvey Nichols for years with no issues. Times have changed & they are sadly no longer a company you can trust. Absolutely shameful.

My friends kindly bought me a £100 gift card for my birthday so that I could put it towards a product I had my eye on. Turns out you can’t spend the gift card online!!!! Only in store. So now I have to travel to a store at great expense and hope they have what I want in stock. What a joke! They don’t refund gift cards so now I won’t be getting my birthday gift. Harvey Nicholls should make it VERY CLEAR when purchasing gift cards that they can’t be spent online. Very poor customer service indeed. In this situation they SHOULD refund the value of the card to me as this is totally unacceptable.

Had an absolutely amazing experience with Freya Price who works in the Bristol City Centre Harvey Nichols store. I came in to purchase MFK 724 which I had wanted for a while only for Freya to pull out quite possibly the best deal of my life which was a gift set with the perfume & body lotion for less than the perfume on its own retails for usually!

Amazing first impression from the moment I walked through the door and Freya (and her colleague) were genuinely so lovely and chatty. My experience was outstanding and I can't wait to return all thanks to the top level of service I received.

Thank you Freya and colleague - you're clearly very good at what you do.

Harvey Nichols you really need to get your act together when it comes to customer service and sales. WHY TURN OFF YOUR PHONE LINES ??? Email only is just ridiculous you get a response to reply back and be at the bottom is just not acceptable it’s 2025. Then a team member from the Leeds branch calls me to advise that the shoes I’d like are available at the Birmingham store but I can’t be transferred over because there in the sale honestly Harvey Nichols very very poor customer service.

I have been trying to contact customer service for days with an URGENT request. Nothing. Absolutely disgraceful service.

Returned a very expensive online order through their returns system and have not received a refund yet despite them confirming that they received the order in their warehouse almost 3 weeks ago. I sent another item back the day after this order (a much cheaper item) which was refunded within a couple of days. This has happened before with a Canada goose coat I purchased through HN online and returned, whereby it took over 3 weeks to get the refund. It makes you wonder if they hold on to the money for the more expensive items for longer, to benefit from it. Customer care team have been useless, they just keep fobbing me off saying they have expedited it as a priority with the returns team and yet nothing else seems to happen. Would avoid buying anything expensive online, if there is a chance you may have to return it. Particularly as competitors are far better at refunding. I am now going to have to go through the rigmarole of reporting to my credit card company and the relevant ombudsman.

Dreadful service not for the first time. Cannot exchange an online order even in store and when due to wrong sizing on website. It also doesn’t help having the telephone support permanently unavailable. You would think that they would try to improve matters with revenue decline for the year to March 31, 2024, revenue dipped ~5 % and widening losses with pre-tax loss increased, marking five consecutive years in the red.

Don't buy on line from this store.
They have no customer service and you will have to climb mountains to return an order. Really appalling.

Awful service!!!
Ordered some Vivienne Westwood earrings, no problem so far payment taken order acknowledged.
Then 3 days later I get an email telling my order has been cancelled as they are out of stock! What a joke, absolute crap service, will never purchase anything again from this store

I’m totally disgusted with the service of receipt from this, I ordered a Father’s Day present paying £7.50 delivery for this to get lost in the post and sent to a different customer. I had to chase myself before being notified of this. I was advised the other customer would send the T-shirt back and I would then receive this, again the T-shirt was then lost in the post meaning I had a full refund of the T-shirt. For the delays and awful service I received I was offered £75 gift voucher and a bottle of Prosecco, which I accepted but I was still left without a Father’s Day gift nearly 2 weeks after Father’s Day.

A few days later, I received an email from one of the customer service advisor advising that they had now found the T-shirt and would send this to me free of charge. Today I have received this T-shirt and it has the security tag attached meaning my dad cannot wear this T-shirt. I’ve been advised to go to the local store or send the T-shirt back to have this taken off - I’m totally disgusted that the experience I’ve had has been awful and now I receive a T-shirt with a security tag on, Harvey Nichols and their team have clearly not done the correct checks before sending this out as this is a human error but I don’t understand how you cannot see a security tag on a T-shirt when sending this to a customer.

I completely appreciate the resolution of a £75 gift voucher, a full refund and a bottle of Prosecco but I’m totally ashamed that I’ve ever bought anything from this company and hope others don’t have the same experience I have.

My whole journey throughout buying something from this company has been a total disaster.

Disgusting experience from start to finish, sent item back which they received via recorded post, no refund now having to get money back via credit card company, no answer on there customer service line and an automated response via customer email.

I placed an order for a Michael Kors bag for over a week now and their system is still showing "awaiting fulfilment".
I have contacted the customer service, but they were absolutely unhelpful. I have requested for a cancellation and refund but I was told they can't cancel the order until the order has gone through on their system to their third party distributor which can take upto 10 days. It's absolutely annoying and frustrating.
I have no idea, how long I'll need to wait to receive my full refund now.

Harvey Nichol, sort your system out. It's appalling. I certainly will not be shopping from such an awful site next time.

I am writing to express my disappointment following an unpleasant encounter at your Birmingham branch. My friends and I were celebrating a special occasion and, while using the restroom facilities, we admired how well-maintained and aesthetically pleasing they were. We took a few photos while ensuring the space was empty out of respect for others’ privacy and were inside for no more than 15 minutes, during which we also used the facilities and also asked for permission from the toilet attendant to take pictures to ensure we were not in their way.

Unfortunately, a staff member entered and addressed us in an unnecessarily condescending and disrespectful tone, saying “she suggest we get out” of the toilet. While I understand it is a shared public space and must remain accessible, the manner in which this was communicated was unprofessional and completely out of step with the otherwise welcoming and courteous service we received throughout our visit.

A polite and respectful request, such as, “Ladies, I’m sorry to interrupt, but we’d appreciate if you could wrap up as the facilities are needed by others” would have been more appropriate and in line with the high standards I expect from Harvey Nichols. As a loyal customer and one who regularly recommends your stores and restaurants to others I was deeply disappointed by this interaction. It soured an otherwise lovely experience.

I trust this feedback will be taken seriously and handled appropriately.

T-shirt delivered with security tag still attached. No reply to customer help case that was opened and there is no one to phone despite what their website says about support operating hours. Never again.

Took my money but never delivered my parcel. Customer Services are impossible to contact.

Harvey Nichols confirmed my order and accepted payment with a voucher I had just bought with the purpose of buying this item. So at the point of sale all was ok and confirmed.
Later i received an email saying that the item was not in stock and THEY cancelled the order. Now I have a voucher that is useless to me and they refuse to authorise the refund to Bluelight card and hence I cannot get my money back.
This is all wrong because you confirm stock at the point of sale and not at the point of dispatch.
Customer service is like a "brick-wall" and refuse the see their faulty.
DO NOT BUY FROM THEM!

Excellent customer service- especially Hannah at Laura Mercier
Patient, kind, courteous advice was much appreciated on several products.

An item I ordered worth £400 has not been delivered. Most likely lost by the courier.

I contacted HN for help and they have advised that they need 21 to “investigate” with the courier. Meanwhile I have no goods and am out £400. Totally unacceptable customer service. I honestly don’t understand how they continue to exist.

I’ve been a customer for years and have found recently a real decline in online service. I placed an order and after two weeks was advised 2 items were being cancelled due to no stock. The third item was gong to be shipped. However another week later after I made enquiries I was advised there was no stock for that either.
Customer service really needs to be improved and please don’t take orders for stock that is non existent.