Harvey Nichols Reviews 

Absolutely the worst customer service I have ever experienced. They sent me the wrong replacement size and I had to go in the store to return it where the employees are clueless about return processes if a gift card is involved. I mean why offer gift cards if you don’t know how to handle them ?? AVOID

Wouldn’t buy again. Very disappointed due to some draws dishing out free sample products. Feel ripped off.

What an outstanding service Harvey Nichols provide. I purchased a stunning T-Shirt which was dispatched to me and arrived sooner than I anticipated, furthermore the T-Shirt was wonderfully packaged. The service was one of the best I have had from an online retailer!

Booked a table for 1200 for 8 people on 5th Floor Bar. Arrived at 1155 and was told that I couldn’t come in because there was a private function and to come back in 10 mins. 10 mins later and was told the same. They then begrudgingly took us to a table with a stained table cloth and generally a bit yukky. After that it was fine but my gosh. Not what I was expecting.

This has been one of the worst customer service experiences I’ve had.

My order has been stuck at a DPD depot since 20th November and has clearly been lost or stolen. Despite this, Harvey Nichols dragged the situation out for over a month, repeatedly claiming they were awaiting updates from DPD instead of taking responsibility and resolving it.

Responses from Harvey Nichols took days at a time, meaning nothing was done with any urgency. DPD investigations usually take up to 7 days, yet Harvey Nichols allowed this to go on indefinitely. No replacement was sent, no refund was issued in time, and as a result my Christmas has been completely missed.

For a so-called luxury retailer, the service is absolutely appalling. There was no ownership, no urgency, and no accountability just generic apology emails and delays while I was left without my order.

I will never order online from Harvey Nichols again and would strongly warn others not to rely on them for important or time-sensitive purchases. Completely unacceptable.

I bought a cap for £30 online and paid £10 delivery and it wasn’t suitable and was charged £6 pounds for the return. This is grossly unfair and that my courier fees are more than half the item! Not cool Harvey Nic’s.

Terrible service from an apparently high end retailer. Website showed items in stock and offered next day delivery for an extra fee which I selected. Instead of honouring their same day shipping promise for orders placed before 3pm they waited 2 days and then just cancelled my order stating no longer in stock. This was despite assurances (twice) when I contacted their customer services over the phone that my item was being processed and I would receive it. They didn't even apologise so not even worth one star really.

I purchased the Beauty Advent Calendar for £ 250.00 on 16th Oct 2025 ( Order number 902998182)
as my wife has had a really hard time in September , losing her mum and falling while on holiday and breaking her kneecap and having to be medically evacuated after a serious operation and now in a full leg brace for 6 months , so I thought I would cheer her up
The box etc looked very impressive but when she started opening the drawers last week, it was extremely disappointing, and has continued to be disappoint ever since and now we are on day 19,
the drawers contain nothing but very small sample sizes, these are the type of items that are given away free ( and my daughter got some exactly the same size and same products given to her in Space NK shop in Winchester last week) also on the review website they stated certain sizes on the items would in the drawers but we found that the actual items are smaller
The drawers are quite big , giving the impression before opening that they contain something descent , only be shocked how small everything is.
Something , I know that as a man that does not buy many beauty products that items can be small but this is unbelievably bad as we have been given better samples when in a shop
Before I spent £ 250.00 I checked on your website and its stated products as full size and RRP but frankly I don't believe this to be true
she was in tears this morning, saying she didnt want to be ungrateful but she was really upset how poor this calendar is

In recent past, between my wife, my daughter and granddaughter, we have had, Space NK, Liberties, White Company advents calendars and this year my granddaughter has the Sephora one and my daughter the Neon one, which have both been impressive and they are very happy with theirs
So as you can see we have quite a bit of experience of these types of items and Harvey Nicholls is by far the worse, before I take this further I would like to hear your views as I feel like I have misled and to be honest ripped off
I have emailed their customer services 5 times , received a case number automated reply but heard nothing since, very unprofessional and hence my review

This should be a zero star review.
I placed an order on 2 Dec, consisting of 4 items for Christmas gifts. Full payment was taken immediately. The following day I received an email to say that 2 of the items were out of stock. Despite emailing customer service on 3 occasions, after 17 days I have not received the refund of approx £300. I have received one reply from customer service asking me to check with my credit card company. I have and Amex are not at fault - excellent customer service from them. I find it unacceptable that payment was taken for out of stock items in the first place but the following up is unbelievable. Last time I’ll be shopping at HN.

I would give 0 stars if possible !!! Worse customer service, good only for sending acknoledgement emails and not for solving issues. It's a month since I'm waiting for a refund as I did not get the ordered product, and they ignore me completly

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.

This has been the worst customer service experience I have encountered. I have now spoken twice with the same customer service representative, who repeatedly assured me that my invoice would be sent to my email within minutes of the call. Despite these assurances, no invoice has been received after two separate calls.

I would also strongly advise against ordering online for in-store collection. Based on my experience and similar reviews, the process is inefficient and poorly managed. While comparable retailers typically process and ship orders within 24–48 hours, I was repeatedly informed by customer service that it would take 4–6 days merely to process the order.

This level of service is unacceptable. The representative was unhelpful and unable to adequately address my questions, often responding with minimal and repetitive answers rather than providing clear or informative assistance. Overall, this experience reflects poorly on the company, and I would not recommend Harvey Nichols based on this encounter.

They cancelled my order with no explanation. Previous order I had was also cancelled. Then I wait 4 days for payments. I also ordered a jacket in the past which had a hole in it. I wont be ordering again. Im always willing to give company a second chance but I've never had a good experience with them. Terrible

Terrible experience. Ordered some Dolce trainers online (there was 2 available in stock in my size at the time of ordering). I placed my order and organised to collect in-store. However, this afternoon I have received an email to say that the item is out of stock?! How on earth is that possible when there was still another 1 left in stock when I placed my order? Not only that, I used gift cards which are now hanging in limbo until customer services get back to me. What a palava! There's a reason that nobody shops at Harvey Nics anymore - both their online processing and logistics are terrible. Never again!!!

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.