Harvey Nichols Reviews 

[I received this product in exchange for my honest review] miss dior essence The fragrance smells floral and woody. It is nice and strong and it lasts all day. The fragrance smells amazing. i got a lot of compliments. i could smell the fragrance all day on myself

Poor customer service it takes 4 months to receive my refund
I will never shop at store or online again

Normally a great experience and when issues have arisen in the past they have been sorted by customer services who couldn’t have been more helpful. However on this occasion it’s not been good!

I purchased an pair of shoes instore (on a shopping day in Edinburgh). Before buying them I checked that I could return by post as I live 5-6 hours away (return trip). They had to check but confirmed that they could be returned by post. I would have to contact customer services.

When I got home and realised that i would unfortunately have to return the shoes I contacted customer service. Firstly they say you can call but when I tried to do that on several occasions over 2 days this was not possible. I used the contact form on the website and no one responded. I finally contacted them by email not to be told that a return is not possible!

They couldn’t have cared less about what I had been told in store. They just kept referring to the fact I would need to return to store. They were unapologetic, uncaring and couldn’t be bothered to help at all.

Beware what you are told and don’t expect anyone to be helpful!!

I had a very disappointing experience with Harvey Nichols. I received the wrong item, and instead of providing a proper resolution, their after-sales team only offered a refund. This led to a significant waste of time, effort, and unnecessary frustration. For a brand with such a reputation, I expected better customer support and a solution that valued my time, not just a generic refund. Unfortunately, the experience has left me questioning their reliability and commitment to customer care.

Similar to other reviews, customer service is dreadful.
I ordered one item, received another of significantly less value and was in short told to "deal with it."

For such a prestigious brand and company the customer service does not match!!

Please beware of ordering online from Harvey Nichols.
I ordered perfume and received an empty box. I contacted customer services to advise them I did not receive my order but was sent an empty box. They requested photos and stated they would investigate and get back to me.
Customer Services is non existent. They do not care about their customers. Phoned several times only to be told we are investigating it over and over again.
Requested customer experience team to contact me only to get an email stating it’s not our policy, we only email.
Is it HN policy to send out empty boxes.
Appalling Customer experience.

Had the best experience with customer service, especially Michelle. She helped me out super quickly, was contactable via email. Best customer service I received in a long time. Would order from HN again just bc of their service.

did not have the size I wanted on the shop floor but did have stock very good service would recommend to shop at the Leeds store very friendly staff

I ordered PARFUMS DE MARLY
Delina Exclusif Eau de Parfum 75ml from Harvey Nichols at a cost of £310 for my wife. When it arrived she unwrapped it from a sealed cellophane pack, and when she tried to use it, she found the spray nozzle dented, and with a crack at the top. It turns out the damage is affecting the spray which comes out in little puffs if at al as the nozzle is catching on the side of the bottle. This just isn't good enough for a perfume as expensive as this. I am waiting to hear what Harvey Nichols are going to do about it, but to date customer service has been pushing back. Now they’re going to pick the bottle up and inspect the bottle to check my wife hasn’t incurred the damage.

I was given a discount code for my birthday, but it wasn’t working. After contacting customer service, they only offered to sort it out as a refund after purchasing with all the profs etc etc. Discounts don’t work this way. Not a great BD offer.

In HN Bristol had fantastic service from Tori who was helping me select a perfume. She was very knowledgeable and helpful. She was also patient and kind and a delight to be with. Thanks Tori.

I recently visited Harvey Nichols Edinburgh Foodmarket and was very pleased with the service provided. Carole was incredibly helpful and pleasant to deal with - a credit to Harvey Nichols and its Edinburgh store. Thank you.

I felt compelled to write and share an experience that has genuinely transformed how I view customer service and human connection.

As a regular visitor to Harvey Nichols store in Knightsbridge, I've had the privilege of meeting some truly exceptional people who have made every visit feel less like shopping and more like catching up with dear friends. There's something magical about walking into a space where the staff are genuinely passionate about what they do, where they take the time to understand not just their products inside out, but also to connect with your personal preferences and story.

What strikes me most is the beautiful camaraderie amongst the team. Rather than competing with one another, they support each other with such genuine warmth that as a customer, you can't help but feel surrounded by that same spirit. It's quite rare these days, and very refreshing.

Let me tell you about a recent visit that perfectly exemplifies this. I'd popped in for my usual fragrance purchase, a little mental boost, if you will. My usual go-to, Sir Mohammad of Killian and F.Malle (lol), had just finished his shift, and I was looking for either him or Kojo from Van Cleef for some new recommendations. Feeling a bit lost without my familiar faces, I was genuinely about to leave when Monty noticed my hesitation and approached me with such genuine care.

When I explained the situation, she didn't just brush me off or make a quick sale. Instead, she immediately rang Mohammad, who spoke to me and assured me I was in excellent hands. And how right he was! Monty's customer service was absolutely impeccable👌 her recommendations were spot-on, and her genuine enthusiasm was infectious. I've returned three more times since then, each visit as delightful as the last.

You see, for someone like me who finds solace in fragrances during difficult times, this kind of retail therapy means everything. But what has completely changed my perspective is the love and care the staff shower on every customer. It's not just about the transaction, it's about making someone's day brighter, helping them forget their troubles, and sending them home with more than just a purchase.

Every time I wear one of the fragrances I've bought from HN, I'm reminded not just of the beautiful scent, but of the entire experience, the laughter, the genuine recommendations, the feeling of being truly cared for. That smile creeps in, and just like that, my day is filled with light. I find myself passing on that same warmth to strangers I meet.

When people compliment my fragrance, I don't just say thank you, I enthusiastically direct them to Harvey Nichols, telling them to ask for Monty, Mohammad, Kojo, Bayern, and all the lovely team at MFK, along with everyone else I may have forgotten to mention. They're all absolutely fantastic.

I mostly park at Harrods car park and walk over to your Harvey Nichs  because I know I'll receive that beautiful boost of human connection before starting my day. It's become an essential part of my routine, and I'm so grateful for it. And oh! You can also get a complimentary chilled drink, just ask if needed.

This level of service and genuine care can only happen when management truly understands the value of nurturing both their staff and their customers. The love and positivity flow so naturally from the team, it's clear they're working in an environment where they feel valued and supported.

Thank you for creating such a wonderful space and fostering such an incredible team.

Love tripple x
Rita

Charge £7.50 delivery and £6 for returns! Plus one item came direct from another place so I can't return it all at once and have to find a DPD place. Not even close to a luxury experience.

I signed up to rate PS but while I’m at it I’ll review Harvey Nics. Their sale is good but their store seems irrelevant now, even in London. The reason I am annoyed with them is that they silently changed their return policy so they charge £6 fee (or free in store). They didn’t tell me this had changed and when you go through the return process it doesn’t actually tell you anywhere. Instead they are relying on you reading their t&c for returns. That wouldn’t be an issue but it’s difficult to believe people do that every time they order just in case they change. My view is that their order and return process should tell you about this new fee that they introduced around May. Instead they’re silent about it and let you proceed with a return without clearly saying that it costs £6. They so say returns to store are free when you choose whether to return to store or via post, but it doesn’t tell you that they charge for postal returns on the same page. Additionally they deduct the charge from your refund so you don’t find out until get your refund. So with these guys, always read their policies before you order in case they’ve changed them since you last ordered. I’m guessing they haven’t made a profit for a few years. Can’t think why.

Had high hopes, but communication was lacking. Got the item eventually, but the process felt more stressful than it needed to be.

Website was easy to browse, but the delivery took much longer than expected. Product was fine, but the delay really affected the experience.

Placed an order for a gift and paid extra for fast delivery. Not only did it arrive late, but packaging was damaged too. Won’t be using again.

Waited over 10 days for a simple order, and still no update. Tried contacting customer service but couldn’t get a clear response. Disappointing experience overall.

Please think again before purchasing from HN. I ordered 2 items, they came but with the security tags on! HN arranged for DPD to pick up, I’m still waiting, DPD come and to lazy to knock on the door to collect, they just take a pic and go!! It’s 2 weeks now and customer service is so slow. There is no phone line and you only get one email a day off them. I know DPD isn’t their fault, but they should have other couriers. But, this wouldn’t have happened if HN took the tags off in the first place and you certainly don’t expect it from them. They do not offer any sort of compensation, you are just a number that they will take your money.