Harrods Reviews 5,992

I always have a brilliant shopping experience when visiting the lakeside h beauty with all credit going to Rosie who is an absolute gem, she’s always taken the time out to help me and never fails to have a smile on her face throughout, would highly recommend the lakeside branch for fragrances as Rosie will always make sure you’re looked after! Will be back very soon for my next purchase!

Scott

I was served by Shelley in the Silverburn store who was extremely helpful with selecting the correct products for me following losing my eyebrows and lashes following chemotherapy. Helped show me how to apply products and which ones best suited my skin tone etc. Shelley was thoughtful and showed a great understanding of my needs and what suited them.

Excellent service at Harrods. Keana at Hermès was exceptional — attentive, professional, and truly understands her clients. Experiences like this are why I keep coming back.

I had a great experience purchasing my Tudor watch. Darren was extremely kind, professional, and helpful throughout the entire process. He took the time to answer all my questions and made me feel comfortable with my choice. I’m very satisfied with the service and would definitely recommend this store.

Donna was amazing with my make-up and helped me choose the right products

Was served by Dan today on the Amouage stand in H Beauty Chester and every encounter I have had with Dan whilst waiting for my bottle of Line 618 to arrive in store has been nothing short of fantastic. His passion for the brand and industry is unmatched and is always on hand to show me other smells I may like or consider just by listening to what I like. I had waited since opening day for the fragrance to arrive but have always been kept update and received a welcome message today to say it was finally in. Being able to buy from my home town was also a massive plus even though I have had the opportunity to purchase at selfridges in Manchester i wanted to support my local store and H beauty in Chester is a great place to shop. Dan is honestly a 10/10 and can’t say enough about him. Thanks as always for your time.

My favourite place as ever.

Was served by an absolute gem who made the whole experience feel super special. Walked in with a mind to buy an expensive gift and happy to say there’s no buyers regret. Izzy is a star. Will most definitely come back to purchase another cologne.

I’ve been a loyal customer of Harrods for years. I ordered some Jellycat items over the weekend, the orders were cancelled 3 days later. The value of the orders was over £200 yet I still have no idea when I will receive a refund from Harrods.

There are tens of thousands of members on a Jellycat Facebook page. Hundreds of us had the same experience, some ordered the same Jellycat items after me yet still received the items but many, many more had the exact same experience as myself, so this isn’t a one off.

In addition Harrods were charging £10 more than the RRP for one of the items they cancelled. Jellycat Juniper Bunny sells for £40 however Harrods were charging £49.95, a significant mark up. Why?

When things go wrong it’s how a company works to put this right for its customers that sets it all apart from the competition. I contacted Harrods Customer Service and asked for a gesture of goodwill, I was informed that ‘on this occasion I am unable to do this’. I asked for an escalation to Harrods CS management and was told ‘they will say the same thing’. I received a generic AI style/cut and paste email from Eve, one of the CS Managers this morning which didn’t even reference my request and was the whole point of the escalation. Why did she not reference this at all?

Clearly customer satisfaction and continued custom means nothing to Harrods.

One star because I can’t give none !! They send wrong colour of item which btw is never their fault they don’t rectify it . One order was a pair of trainers costing £725 they said aww well all other colours are out of stock ! Today’s order black was orders they sent blonde ! No replacement sent I have to pay to send back and they couldn’t care less ! Shop elsewhere !! As a secret shopper I’ve not come across worse customer service !!

had the absolute pleasure of being assisted by Joanna at the Harrods Beauty Bristol shop floor, and I can honestly say the experience was exceptional from start to finish. Joanna is the definition of luxury customer service — warm, knowledgeable, attentive, and genuinely passionate about beauty.

She went above and beyond to help me find the perfect products, taking the time to listen carefully and offer expert recommendations tailored exactly to my needs. Nothing felt rushed, and her professionalism combined with her lovely personality made the whole experience feel incredibly special and personal.

Joanna’s attention to detail, patience, and outstanding product knowledge truly set her apart. She made me feel valued as a customer and completely elevated my shopping experience. Harrods Beauty Bristol is very lucky to have someone so dedicated and talented on their team.

I left feeling confident, pampered, and excited about every product she recommended. Thank you, Joanna, for such an unforgettable experience I will absolutely be returning because of you. Best wishes Laura

Item was stolen from parcel Harrods took no responsibility dispite The evidence the parcel photo shows the parcel was damaged yet they refused to return my money GE11280785333GB

Elizabeth at the Chanel counter in Harrods Beauty, Metrocentre Newcastle, provided such a wonderful experience for me and my mum. She was incredibly welcoming from the moment we arrived and made us feel completely at ease. Her knowledge of the products was impressive, and she took the time to understand exactly what my mum needed. She also talked us through the products in detail, explaining when and how to use each one, which made everything so much easier to understand. Thanks to Elizabeth, my mum found the perfect cream for her skin—and as a big Chanel fan, she was absolutely delighted.

What really stood out was how kind and attentive Elizabeth was throughout. She never rushed us and made the whole experience feel personal and enjoyable. We left feeling looked after and confident in our purchases. A genuinely lovely and professional service. We will definitely be back again!

I ordered an item online my money was taken a few days later they cancelled the order, i’ve emailed them, they have not even had the decency to reply. They let you order the items but something is clearly wrong with the ordering system it now states i will have to wait for up to 10 days for the refund. The item was a gift for my 5 year old grandson so i have now got an upset 5 year old. Shame on you Harrods for such a big company your rubbish at sorting out orders …

This company will let you order items when clearly they can’t fulfill your order as it then gets cancelled after waiting 5 days. Over selling the items I placed an order at 8pm on Saturday for it to get cancelled after 5 days but know people who ordered after me and they received their order. Would never use this company again and there is no apology or explanation as to why this is such a reoccurring thing for them.

Served by Poppy. She was caring, friendly and kind and put me at my ease as i did not really know much about what I wanted. The shop has so much choice and I was not sure where to start but the staff were all so helpful I had a good experience and am happy with the products I bought.

Really disappointing experience with Harrods Beauty. Before making my purchase, I specifically asked a store employee whether I could use the recycling scheme and still receive my reward points, and I was clearly told yes. The recycling was processed and added to my receipt, so naturally I trusted the information given in-store.
Later, when I checked my rewards statement, the points had not been added. After contacting customer service, I was then told I didn’t qualify because my purchase amount was reduced by using a voucher. Even though I paid £30 myself for the masterclass. This directly contradicted what I was told at the time of purchase.
As a result, I gave away my beauty empties under false expectations and received none of the promised benefits. It’s extremely frustrating to be misled by inaccurate advice, and this experience has left me feeling disappointed in both the service and communication and will not be purchasing from here again.

The service received, staff was very friendly and helpful especially the employee at the till, best customer service

Absolutely ridiculous return process. I returned an item over a week ago and received confirmation almost immediately that it had been received, yet I’m still waiting for a refund due to “quality control.”

Why does it take over a week after confirming receipt just to assess the condition? The item was returned in exactly the same state it was received, so this delay is unjustified.

They position themselves as a high-end retailer, but this experience suggests otherwise — it feels like refunds are deliberately delayed without good reason.

Poor process, poor communication, and completely unnecessary waiting time. Would think twice before ordering again.