Harrods Reviews 

Ordered headphones, tried headphones, did not wipe headphones - so they were dirty but zero damage or signs of use and would be sparkling with one wipe with a hand sanitizer.

Offered to clean it myself and if there was a ANY signs of use, would accept the "unsellable" decision and that would be the last time I ever shop at Harrods for sure.

However, was then told, that actually irrespective, because they had been used it would be a hygiene issue and it would not be accepted for a return and refund ANYWAY.

Looked up the terms on conditions for verification - nothing.

Looked at packaging and receipt - nothing.

As a result will be forced to return item, amounting to double the value and cancel future purchases from Harrods and B&O Concession in Harrods.

The brand I want to highlight have been AMAZING throughout and gone above and beyond in helping me but stating a pair of head phones which haven't been wiped (my fault) cannot be resold is ridiculous.

Then proposing even if wiped, they still wouldn't be refunded due to hygiene concerns without any mention of this anywhere (where B&O do 30 day trials and ZERO issues) yet another negative for Harrods.

Sorry B&O Concession, as wasn't allowed to speak with you directly I was forced to make the order online which then leads to harrods being the decision maker.

In the same vein, having bought the second item directly to the brand I will be return it to the brand and brand only so they can decide whether a refund is applicable or not. No way on earth would I let harrods call the shots.

Lesson learnt, don't shop from Harrods again.
Shame.

Harvey,the Tom Ford consultant was patient,helpful, and knowledgeable. I own very many lipsticks and Harvey helped me to choose one rather different from my usual and the main thing is that I love it! I didnt feel pressuredto buy nor was I rushed.Will certainly be happy to visit Tom Ford again..

As ever, Sam in wines and spirits is well up to speed with the latest releases and she knows her stuff. Always a pleasure dealing with her.

Hi

My wife and I visited H Beauty in the Metro Centre, Gateshead yesterday to buy men's and ladies fragrance. We were served buy Hamza from the Creed counter. He was friendly, polite and extremely knowledgeable. He spent time describing each scent and I decided that Aventus was the one for me.

He then took us over to the Penhaligon's counter (my wife's favourite) where we bought her next bottle of Bold Blend. He recommended other scents in the range and gave my wife a few samples to try.

We told Hamza that our daughter is getting married in October next year so he took me back to the Creed counter and introduced me to Oud Zarian. What a scent! I will definitely be back next year, having saved £1 a day for a year, as Hamza suggested! Haha!

Overall a fabulous shopping experience where Hamza and the lady at the till (I didn't get her name) made my wife and I feel special.

Please pass this on to both of your employees with our sincere gratitude.

Thank you
Simon

Absolute disgrace.
Hermès women’s department, Harrods. Served by a tall woman of Indian appearance named Nefat. One of the worst bits of “service” I’ve had in any store, let alone a place that trades on luxury.
She was a mess. Hair stank. Eyes glazed. Laughing in that empty, vacant way at nothing no joke, no banter, nothing. On top of that she looked down on me the entire time: dismissive, superior, openly rude. My friend was there, saw the lot, and was just as disgusted. We did not walk into Hermès to be treated like dirt by someone who looked unfit to be on the floor. Plenty of people would do that job properly. She didn’t come close.
We both put in formal complaints. Harrods/Hermès response? Generic rubbish. “Taken very seriously.” “Reviewed thoroughly.” “Confidential.” No answers. No ownership. No accountability. Just corporate wallpaper while they protect the brand and ignore the customer.
And if they reply to this review asking me to “contact customer service” that says it all. We already did. Twice. Escalated it. Still nothing real. Taking it offline isn’t accountability.
If this is the standard now, the name means nothing. Shameful. Won’t forget it, and I won’t recommend either of them off the back of this.

I placed my first order online recently, for some reason thinking Harrods were a respectable company and could be trusted. I was charged £6 delivery which was the first hard pill to swallow. Harrods are apparently not living in 2026 and don't offer click and collect. I then received the goods which were faulty. I complained and it took a long time to get a response. I also had to use a printing service to return the items as they couldn't provide a QR code to print the label at the courier pick up point (which is what every other retailer usually offers). This all took many weeks as Customer Services sometimes took up to a week to respond to a simple question. I was then sent a review request for my order which I submitted four times and each time it was rejected. They said it didn't meet the guidelines but upon asking they would not tell me what the guidelines actually were so I could make sure I comply with them. Clearly the reviews were just rejected because they were negative reviews. It was all a painful experience. After complaining to the relevant regulatory bodies I will never spend a penny at Harrods again.

Just had a terrible experience in the Harrods Cafe on the 3 rd floor
Waited 20 minutes for tea and coffee . No la tose free milk .
Asked for bill and waited a further 15 minutes before standing up and approching the cash register to pay in front of the room.
I believe as we are EU we were put in a corner on a broken chair
Only 2 tables have these chairs and the rest comfortable blue ones .
Very very disappointed in the whole experience and then they have the cheek to charge 5 pounds in cover and service changes for the worst service I have had anywhere in a long time .
Keep away from here

Visited h beauty Gateshead this afternoon.
Was served by a gentleman called Hamza at Creed counter would just like to give him a big shout out as he was so helpful, knowledgeable with the friendliest smile attitude thank you so much for being so kind. Also like to thank this amazing girl at Cristian Dior counter who served us was really good.
Thank you.

I had an amazing experience during my last visit to the store which was yesterday and throughout all my visits. Ludmila my lovely sales advisor and the whole team at Hermes Harrods are very friendly, approachable, knowledgeable yet very professional as well. I have been shopping here regularly for the last 12+ months. I cannot wait to go back for more. Thank you so much always a pleasure to come and see you .

The Harrods sales associate, Alban Tahiraj, helped me to choose the coffee machine to buy, which was not easy as there are so many models available.
Harrods also provided a great delivery service and the machine was delivered to our home in London the next day.

I visited H Beauty Edinburgh again on 7 August 2026, following my visit the previous day, and once again received an exceptional level of service.

I had originally been looking for an aftershave balm and, during my visit on 6 August, Alexandra had suggested several products that might help. As I suffer from significant irritation after shaving, I wasn't completely sure what I wanted to purchase, so on this visit I decided to have another look around the store and consider some products I hadn't previously thought about.

While I was browsing, Melanie, the Givenchy Boutique Manager, spotted me and immediately came over to speak to me. She explained that she had been intending to contact me regarding my Givenchy Private Collection Enflammé fragrance, which had developed an issue with the atomiser that I told Alexandra about on the 06/08/2026

Melanie told me that this was not an issue she had come across before and that she wanted to see what she could do to resolve it. She went through to the back of the store, clearly taking the time to investigate the situation and speak with a manager about the options available.

What happened next really demonstrated the level of service I have come to associate with Givenchy at H Beauty Edinburgh.

Melanie explained that if they had another bottle available in stock, she would look at replacing it for me. She even checked again to make absolutely certain that there wasn't another bottle available. She did have the larger size available and offered that to me for just £90, but I explained that I really wanted to have my original bottle sorted rather than simply changing to a different size.

Melanie completely understood and told me that the correct bottle would take a few days to come back into stock and that she would personally contact me once it arrived. I was more than happy with that arrangement.

I then mentioned that, if I was happy to accept the bottle, I would also be perfectly comfortable with the full bottle they intended to use for their display. Melanie was happy to accommodate this, and she went one step further by replacing the top with the beautiful silver version, which I particularly love. That personal touch made the resolution feel much more special.

As a Givenchy Black Ribbon Society member, I genuinely appreciate the level of attention and personal service that comes with the relationship. However, I have to say that Melanie went above and beyond what I would simply expect from a loyalty programme. She took ownership of the issue, investigated it personally, considered several possible solutions and made sure I was completely happy with the outcome.

This is exactly what VIP service should feel like.

I have previously been in contact with the dedicated Givenchy customer service contact available to Black Ribbon Society members, where members can email and speak to someone regarding purchases and issues. While I appreciate the assistance available through that service it was tereible and dint want to sort the issue and fob me off , my experience with Melanie at the Edinburgh Boutique was particularly impressive because she personally took ownership of the problem and worked to find a practical solution rather than simply passing the matter elsewhere.

Melanie is an absolute credit to Givenchy and to H Beauty Edinburgh. She consistently provides excellent service, is approachable and knowledgeable, and makes me feel that my custom is genuinely valued. Whenever I have an issue or need advice, she is always willing to help, and that level of personal attention makes a huge difference.

I also purchased The Ordinary Recovery Serum during this visit, which I am looking forward to trying. Skincare is obviously very personal, particularly when dealing with shaving irritation, so I'm hoping it will work well for me. I really appreciate being able to browse a wide range of products at H Beauty and receive advice without ever feeling pressured into purchasing something.

H Beauty Edinburgh has become somewhere I will continue to visit for my beauty and skincare needs. The combination of the range of products, the expertise available and, most importantly, the exceptional customer service makes the experience feel genuinely special.

Melanie. She went above and beyond to resolve my Enflammé issue and demonstrated exactly what I would expect from a Givenchy Boutique Manager looking after a Black Ribbon Society client.

Melanie is a tremendous credit to Givenchy, a tremendous credit to H Beauty Edinburgh, and a perfect example of how outstanding personal service can turn a problem into an even more positive customer experience.

Thank you, Melanie, for taking the time to look after me and for making sure my Enflammé was treated with the care and attention it deserved.

I downloaded the Harrods app because the website heavily promoted it as the best way to buy the fragrance advent calendar and promised notifications when it became available.

At exactly 12:00, when sales opened, the app froze completely and remained unusable for over an hour. By the time it finally worked again, every calendar had sold out. The notification I was promised did not arrive until 12:35, making it completely useless.

I contacted customer support immediately while the app was frozen. They replied three days later. Considering the calendars sold out within about an hour, that response was far too late to be of any help.

What made this even more frustrating was that Harrods continued promoting the app on the website, even though it clearly was not working properly during one of the biggest launches of the year.

After the calendars sold out, the app displayed a message saying to check the website the next day for more information. I spent the entire day refreshing the website, hoping for an update or another chance to buy one. Nothing appeared. Only late that evening did the app update to say the calendar would be available in stores in September. Why tell customers to keep checking the website when there was nothing there?

The app also constantly asks me to log in again, freezes regularly, and often fails to refresh pages.

Yes, the fragrance advent calendar offers excellent value, but it was not worth the stress and disappointment. I have deleted the app and will not be shopping with Harrods again. There are plenty of other retailers that value their customers and can handle product launches much better.

My disabled mum fell on the stairs going up to the lower ground floor toilets as the disabled toilet was out of order. She was in a lot of pain and very upset - there were no staff around and the staff that she spoke to seemed to not be interested. She asked for the accident to be recorded in the accident book and was told there wasn’t one- this is illegal. There must be one. A first aider was called- it was a security guard with a first aid kit but there was nothing at all he could do. The toilets were also disgusting- would expect better from Harrods.

The worst online shopping experience. My parcel was delivered open by the delivery driver. I contacted Harrods immediately with photos. They could clearly see the parcel was open. I was told they couldn’t do anything as the goods were still delivered. This is not what you expect when buying luxury expensive goods. I would expect compensation or a receiver of the goods or something. These were expensive items. Terrible experience.

Hello,
This email is addressed specifically to the Hermès department.
I made a purchase on Monday, August 3rd.
I have attached a photo of the item—a cashmere and silk stole.
The one I was given was used... stained and damaged...
Unfortunately, I only realized this when I got back to my hotel that night,
and I traveled back to the USA yesterday.
I would like to exchange it at the Miami store, please.
And I would like the salesperson who assisted me to be reprimanded for such unethical behavior toward a good customer.

Absolutely disgusting unacceptable very unprofessional customer service… after paying £690 for a pair of Alexander McQueen earrings.

On Sept 9th 2025 we bought our daughter a statement pair of earrings from what we thought was a ‘ high end’ establishment… and as it was for such a special and sentimental occasion we were then proud to get the earrings from
Harrods.
The earrings were worn on her wedding day 20/9/2025 and looked so beautiful…. The earrings were worn just once again 9th June 2026 after revisiting the lovely wedding venue.. we noticed the one stone had come out…( there are only 2 stones in each earring)my daughter was devastated
This was so upsetting after 2 wears @£690… so my daughter contacted Harrods from
Our holiday in Italy the very nx day to let them know of our disappointment and spoke to a lady who after seeing the earrings with the stone out on a chat message said “ as the earrings are faulty shall i organise a return for a refund as this is all Harrods do. The chat message kept getting cut off.. as we were on holiday and not fantastic wifi so we were advised to email… which we did as soon as we got back.
The picture of the earrings can obviously been seen with the stone out… looks like not enough glue was put in to hold.
I stated I only wanted a new pair/ exchange as after paying £690 they should definitely last longer than 2 wears surely??
After a long back and forth( my daughter talking on their chat but kept getting cut off) Harrods sent the earrings ‘supposedly ‘ to Alexander McQueen to check the earrings over… to which an email states they didn’t think they had a manufacturing fault..but would fix them free of charge??? For customer goodwill?? Who writes these emails and how do you sleep at night??? After me writing long emails and taking time out to politely explain time and time again … very very short uninterested emails came back from Harrods… they will not exchange as AM won’t allow it…. My purchase is with Harrods!! They have now said they have repaired the earrings ( which weren’t faulty … their words ) and want to return them to
me. I categorically stated under no circumstances do I want a repair and did not authorise them to be repaired. After such poor disappointing customer service I am now wanting a refund only.
Such a beautiful purchase initially has been absolutely ruined by people who aren’t interested in what they are selling or wanting to help with the after sales.
Surely 2 wears is not acceptable for £ 690 high end earrings and surely no right minded customer service advisor would think this is acceptable.
I have lost total faith in the brand and Harrods.
After reading this reply… 11/08/26 the stone was completely out not loose.. as per picture showed and as you would have seen when the earrings were sent back.( you stated they were not faulty) but wear and tear?????
The tone of your reply and compassion on here is completely different to emails I have received … obviously more people read this…
I still say 2 wears and a stone falling out as shown to yourselves …£690 …10 months old… we certainly don’t deserve a repair…we have only wanted a replacement pair which we have said over and over again… but due to the awful customer relations we are wanting a refund.. what guarantee do we have now?? A pair of earrings that have been re glued??? I have asked this question….. no answer.. i expect I will get one on here.
Anyone buying Alexander McQueen earrings have a look on their trust pilot too… wish I had

Harrods is a beautiful store with a wonderful selection of gifts, and I enjoyed my visit overall. However, I was disappointed to discover that the keyring I purchased had noticeable scratches. As it was intended as a gift, I’m concerned the recipient will notice them too. I only discovered the scratches after leaving the store and had already removed the tag.

I have seen similar polished metal items protected with a clear plastic film to prevent scratches, and I think this would be a worthwhile improvement. Although the keyring cost £15, customers should still expect a brand-new gift item to be in perfect condition. Better quality checks and protective packaging would help ensure gift items meet the standard customers expect from Harrods.

Camilla has been great, super friendly, great recommendations and even though tonight was sooo busy, she was brilliant.

If I could give 0 stars I would. During my visit to Harrods the other day, I was approached by a member of staff asking if I was alright, I actually asked for some assistance within the store. Which was lucky as I was browsing the Mac counter and no one offered to help. We got talking about how good it is to have a Harrods here in Chester untill we were rudely interrupted by a manager telling her to get back to her stand, even though she was helping me! I was shocked to see they speak to there members of staff this way. The girl was absolutely lovely and couldn’t fault her service.

The most horrific experience of my life. It’s true this place is totally cursed and all the horrific stories about micro management, incompetent management and the Harrods dictatorship are totally true. I totally understand how the victims from the AlFayed case felt. If you speak up in Harrods they will make your life hell and find a way to manage you out. The personal shopping department needs some serious attention and the management should be looked into immediately. There is one manager in particular who has been in the store for over a decade but is incompetent and terrible at her job. This is by far the most appalling company you could ever work for. They do not care about you mental health and if you’re ever off sick they will still contact you and make you feel like a criminal during recovery time. I understand why so many cases go to employment tribunal, this is the most terrible, horrific and disgusting company you could ever be employed by.