Reviews Analysed
21
We Collect & Analyse Reviews
Harvey Nichols
Experiences & Reviews
Harvey Nichols is a UK-based luxury department store group known for fashion, beauty, food and wine. It operates a flagship store in Knightsbridge, multiple regional stores and an online shop, offering in-store services alongside e-commerce fulfilment. Consumers often search for store locations, product ranges, delivery and returns policies when researching Harvey Nichols.
Overview & Key Metrics
Positive Sentiment
38%
Latest Review
13d
Overall Rating
2.6
Our Analysis
🎯
Service quality
Mixed reports: several reviews praise helpful in-store staff, while many describe slow, unhelpful or inconsistent customer service and disputed resolutions.
Share
Mixed
21%
💰
Value for money
Frequent complaints about delivery and return costs, non-functioning discount codes and deductions from refunds, undermining perceived value.
Share
Weak
9%
⚡
User experience
Many reviewers report delivery and returns friction: late shipments, security tags, complex return steps and limited updates that increased stress.
Share
Weak
16%
🔧
Product quality
Several reports of wrong items, empty or damaged parcels and marked goods; a minority of reviews note products arrived in good condition.
Share
Weak
9%
📞
Communication
Communication is frequently criticised: slow replies, email-only responses and scant updates; a smaller set of reviews describe prompt, clear contact.
Share
Weak
18%
⭐
Overall experience
Overall impression is mixed-to-negative online due to fulfilment and returns issues, but in-store experiences are often described very positively.
Share
Weak
27%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
Please beware of ordering online from…
"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..."
Mrs mclaughlin
Trustpilot
Sep 30, 2025
Featured for: Empty box; unresolved delivery complaint
Sneaky £6 return fee
"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 reaso..."
Ano
Trustpilot
Sep 30, 2025
Featured for: Hidden £6 return fee complaint
World class luxury experience.
"I felt compelled to write and share an experience that has genuinely transformed how I view customer service and human connection. As a regular visito..."
Riri
Trustpilot
Sep 30, 2025
Featured for: Detailed positive in-store service account
SERVICE NOT GOOD ENOUGH
"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..."
Andrew Wood
Trustpilot
Sep 30, 2025
Featured for: Damaged high‑value product; service dispute
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
S
Shekhar Suman
trustpilot.com
Sep 30, 2025
Wrong item sent : order no 902957011 - no real resolution
I had a very disappointing experience with Harvey Nichols. I received the wrong item, and instead of providing a proper resolution, their after-sales...
S
Samuel Lewis
trustpilot.com
Sep 30, 2025
WORST customer service!
Similar to other reviews, customer service is dreadful. I ordered one item, received another of significantly less value...
M
Mrs mclaughlin
trustpilot.com
Sep 30, 2025
Please beware of ordering online from…
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...
F
Franziska
trustpilot.com
Sep 30, 2025
Had the best experience with customer…
Had the best experience with customer service, especially Michelle. She helped me out super quickly, was contactab...
B
Barry Roberts
trustpilot.com
Sep 30, 2025
Leeds store good service…
did not have the size I wanted on the shop floor but did have stock very g...
A
Andrew Wood
trustpilot.com
Sep 30, 2025
SERVICE NOT GOOD ENOUGH
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...
J
Julia Lambert
trustpilot.com
Sep 30, 2025
Discount Code Doesn't Worked and Never Sorted
I was given a discount code for my birthday, but it wasn’t working. After contacting customer service, they only offered t...
c
customer
trustpilot.com
Sep 30, 2025
In HN Bristol had fantastic service…
In HN Bristol had fantastic service from Tori who was helping me select a perfume. She was very...
A
Aidan Ruthven
trustpilot.com
Sep 30, 2025
Excellent service
I recently visited Harvey Nichols Edinburgh Foodmarket and was very pleased with the service provided. Carole w...
R
Riri
trustpilot.com
Sep 30, 2025
World class luxury experience.
I felt compelled to write and share an experience that has genuinely transformed how I view customer service and human connection. As a regular visito...
J
Jenn Jordan
trustpilot.com
Sep 30, 2025
Just creates loads of cost and admin
Charge £7.50 delivery and £6 for returns! Plus one item came direct from another place so I ca...
A
Ano
trustpilot.com
Sep 30, 2025
Sneaky £6 return fee
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 reaso...
E
Ellin Lynds
trustpilot.com
Sep 30, 2025
Had high hopes but communication lacking
Had high hopes, but communication was lacking. Got the item even...
M
Minki Hua
trustpilot.com
Sep 30, 2025
Website was easy to browse but delay in delivery
Website was easy to browse, but the delivery took much longer than exp...
G
Gaert Sharr
trustpilot.com
Sep 30, 2025
Never using again
Placed an order for a gift and paid extra for fast delivery. Not only d...
E
Estel Chun
trustpilot.com
Sep 30, 2025
Waited over 10 days for a simple order
Waited over 10 days for a simple order, and still no update. Tried contacting cus...
R
RACHEL BURFORD
trustpilot.com
Sep 30, 2025
Think twice before ordering
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 wa...
M
MJ
trustpilot.com
Sep 30, 2025
Appalling shopping experience and customer service
I’m not sure why or how HN is still considered a luxury retailer, the experience of shopping with them is dated, unprofessional and stressful. I’ve or...
K
Karen
trustpilot.com
Sep 30, 2025
Well done Harvey Nichols in Bristol
I had an top-class recent experience with Harvey Nichols in Bristol. I received excellent customer service from Chloe Parker who really went the extra...
C
Customer
trustpilot.com
Sep 30, 2025
Excellent customer service!!
Excellent customer service received by “E” in the customer experience team. She was quick to respond to my query/complaint, and resolved my gift card...
Conclusion
Reviews show a clear split between in-store and online experiences. Many customers praise individual store staff and personalised, knowledgeable service, especially at regional stores. Conversely, online shoppers frequently report delivery delays, incorrect or damaged items, slow responses and unexpected return or delivery fees. If shopping online, check Harvey Nichols’ current delivery and returns terms, keep delivery evidence and contact records, and consider in-store purchase or collection where possible to reduce fulfilment risk.