Harvey Nichols Recenzje 768

Visited the London branch recently to purchase a gift for my wife. Customer service was excellent and helped me pick a good perfume. Great service

My daughter booked a personal shopping experience at Harvey Nichols. What a pleasure to meet Trung. She was warm relaxed and did not make the experience feel intimidating at all. She took the time to listen to my concerns and encouraged me to try things on which I would not normally consider.
Unfortunately, I did not find the wedding outfit but I will continue to look on Harvey Nichols website and will come in to the store again.
What an asset you have in Trung and and the customer service she provided was first class.
Many thanks,
Angela.

Still trying to get a refund for an item ordered but never even passed on to the delivery company. A label was created with DPD but parcel never handed to them. It’s been over a week… Attempting to contact their customer service but been really struggling. Can someone please get in touch with me or reply to my emails?

Update: I finally got a response and they sorted it out.

We ordered a handbag which arrived quickly and was as described. Had our experience with HN ended there, I would be leaving a five star review,
We exercised or right to return using the HN returns process, dispatching the bag by Royal Mail the day after receiving it. RM lost the parcel.
We contacted HN several times over the next 50 days. Even after agreeing the parcel was lost, they said they needed to conclude their ‘investigations’ before a refund would be issued.
Since we had discharged our responsibility for the package when we got proof of postage from RM, we eventually contacted our payment provider who immediately actioned a chargeback.
After 70+ days, we eventually received a confirmation of refund from HN but we weren’t sure whether this was just how long their process took or was prompted by the chargeback.
With HN being a company of some reputation, we didn’t expect such poor handling of a simple return.

I visited the Carolina Herrera Counter at Harvey Nichols in Leeds today. Indy did my make up and she made look beautiful and feel so special. I would highly recommend her to everyone.

I’ve now ordered two high-value items from Harvey Nichols, and both experiences have been extremely disappointing. On both occasions, the products arrived faulty and were packaged so poorly that it was clear little care had been taken to protect premium goods in transit.
What’s even more frustrating is that, despite the faults being entirely on their side, I was required to pay return fees both times. Being charged to rectify a retailer’s own mistakes is simply unacceptable - especially from a company positioning itself as a luxury brand.
Customer service only added to the frustration. Rather than resolving the issue with professionalism and accountability, the support I received was dismissive and unhelpful, making an already poor experience even worse.
Given the consistently low standards in both product handling and aftercare, I would strongly advise others to avoid taking the risk. There are far more reputable luxury retailers who understand the level of service and quality customers expect...and deserve.

The worse experience ever.
Firstly they didn't deliver 2 items l originally ordered 😑. I only received the bag and makeup was missing.
I rang customer service and they asked to take pictures of the box and item delivered which l found very stupid and silly request. I send the pictures and l had to chase them again about my makeup they said are going to investigate it and it might take 3 weeks.
This is a mistake they made from packaging someone overlooked the makeup.
I finally got an email saying they can't replace the item missing but will refund with no details how long the refund process takes. I felt this was not dealt properly they should l have replaced the item that was not delivered.
I really found the whole service appalling honestly .

I would like to commend the exceptional service provided by Tauriq. He handled a complex customer return dispute with remarkable professionalism, patience, and fairness. Throughout the interaction, he listened carefully, communicated clearly, and worked diligently to reach a resolution that felt respectful.
He took personal ownership and it was clear he genuinely cared about resolving the situation in a positive and constructive way with integrity. This level of customer care not only resolved the issue effectively but also reinforced my confidence in the Harvey Nichols brand.

Ordered on the 10th, 3 days later the delivery notification stated the order was to be delivered on the 12th but stuck in a sorting centre. I emailed HN because this had happened before - they state perfumes can’t be sent back (even though this breaches statutory rights) so last time I replaced the delayed item and when it eventually arrived, I sent it back and they sent it straight back to me and kept the money. This time I wanted assurances, I’d be able to send it back - they replied saying sorry it’s delayed, you can send it back for a refund when it arrives or if it’s doesn’t arrive by the 20th it’s deemed as lost and we’ll refund you. On the 21st they emailed to say, oh it’ll be delivered in the next couple of days! Apparently delivery was attempted on the 21st even though we have a ring doorbell and cctv and were home all day and nobody ever came…they’re now saying I can’t have a refund until I’ve refused a delivery and it gets sent back to them. I already bought the item (and received it) from Liberty! Utterly dreadful. For the past 2 years, the customer service has been sharply declining and I keep giving them chance and after chance but I’m done. I looked back and for the last 5 orders I’ve placed, I’ve had to contact customer service on 3 of them for various reasons.

I eventually declined delivery on the 23rd. It went back to Harvey Nichols. They were still refusing to refund, said they had to check the item was intact (even though I never took delivery). Then they sent it back to me using DPD, I refused delivery again. Emailed them and their CEO - kept getting vague responses saying they were looking into it (CEO never replied). Eventually I got the refund.

Would have been zero if it was an option. Bought an item which was the wrong size so returned it. CS says the item can't be returned yet the website generated a return label. They then sent the item back to me despite the web site saying it was ok to return as in the item wasn't on their can't be sent back list, Completely dreadful company utterly useless, can't call it customer service because there's no service.

I purchased the HN perfume calendar at the end of November. I was also gifted the Iiberty advent calendar from my hubby (lucky me!) so had a quite a perfumes to try. I attempted to open a bottle called Cardnal Flower a couple of days ago. It literally would not open, the top was like welded on, tried rubber gloves for the grip, my husband tried, simply faulty..other than smashing the glass there was no way I could try it. Got in touch with HN customer services, Kyle dealt with me although super nice and polite was totally missing the point in the fact a paying customer could not sample what she had paid for..offered a 30.00 refund but that would not be enough to cover the cost of me spending nearly another 30.00 to sample the scent that I had already paid for, yes the sample size in the box was 8ml and the 10ml available to purchase.. I even offered to send the bottle back and I would take a few samples from the beauty hall to compensate..but it was no, no...not our company policy! I worked in high end ecommerce for a London based company for 11 years, customer was King and looked after, there are thousands of places to shop on line...really disappointed :-(

I just wanted to say how impressed I am with your product and customer service. The quality of the product exceeded my expectations, and your team was incredibly professional. It's rare to find such great service these days. Keep up the amazing work!

We purchased a rather expensive Le Creuset pepper mill which was faulty within 10 months. I emailed twice and filled in the online form but had no response from HN. I then telephoned and Lilly was useless.

The item is over six months old which means the burden of proof lies with me to show it was faulty at time of purchase. I have a report to show this is the case and under the Consumer Rights Act HN are on the hook to deal with it. They flatly refuse. Thankfully the credit card company are jointly liable and a chargeback secured the funds.

I ordered a gift online and paid extra to include a personalized note — the note never arrived with the gift. When I contacted the company, they apologised and promised a refund. That was over a month ago, and I have still not received it.

The original issue was disappointing, but the real problem is the lack of follow-through. Promising a refund and then going silent is not acceptable customer service. I followed up again a week ago and still nothing.

Love the clothes and brands available in this store.

Ordered a fragrance I’ve been wanting for quite some time. Order went through as usual only for it to then be cancelled after a few hours. Apparently item out of stock, in which case the website should be updated to reflect that. Funds now pending which has come off my card balance until a point when the cancellation is processed. Disappointed to say the least and the offer of free postage on my next order doesn’t quite cut it.

Follow up - they then proceeded to charge me in full for the order which they cancelled. They acknowledged the order was cancelled, they confirmed I was charged in error but wouldn’t refund me unless I provided a bank statement. For a company of this magnitude, despicable and amateurish customer service. Lesson learnt, never again. Will initiate chargeback if HN continue to be difficult in getting my refund.

Sent me a broken £700 fragrance - paid £15 extra for next day delivery, got it 2 days afterwards despite calling these jokers and confirming it would arrive the following day as it was a gift. Ruined the event.

2/3 weeks down the line, still “investigating” with courier.

Wish I stuck to my usual Selfridges or Harrods.

Stay away from these lo - customer service is better in primark.

Purchased a fragrance online as gift paid £425 to gift my in laws . He already got & didn’t need mine . Tried to return & Harvey Nicols are refusing . Still in box untouched with seals on and been 7 day. They claim it’s for hygiene purposes can’t accept return . I didn’t buy underwear , makeup , food , etc a bottle that js untouched with photographic evidence . Off I go to take this to legal . Why are they still in business?? . !!! This was my first and last order with them . What a terrible policy . I encourage everyone to read Harvey Nichols reviews before ordering .

Ordered next day delivery but missed the 3pm cut off point which I had acknowledged. Expected the order to be processed the next day and to receive the item the day after. I haven’t received it and paid £10 for delivery. I contacted customer service to be told that as I missed the 3pm cut off that it had been sent by standard delivery (£4.50). I said okay then can I have my delivery refunded as it isn’t my mistake and I should not have to pay for next day when it hasn’t been posted as next day- which is admitted in an email. I have been told I’m confused and now I have been ignored. SHOCKING service for such a ‘high end’ retailer. I will never be ordering again.

Shockingly bad Customer Service from Harvey Nichols .. never again! Still awaiting replacement dress returned to HN 28 January, received by NH 29 January, and no replacement or indeed a refund !