Reviews often praise in-store staff and note that problems get fixed when teams handle them directly. Many customers also describe repeated fulfilment issues: late or missing deliveries, wrong or damaged items, and long waits for refunds. People mention poor communication and paid extras that did not happen (next‑day delivery, gift wrap), along with complaints about delivery and return fees. Overall, experiences split between standout service in stores and weak online fulfilment and after-sales support.
Examples from available reviews (Nov 2021 – Mar 2026).
Returned items months ago and still awaiting refund or customer support.
“it’s now 20th Jan and still no refund.”
Received an empty box and customer service failed to resolve it.
“I ordered perfume and received an empty box.”
Amanda provided knowledgeable, patient, and encouraging makeup assistance.
“Amanda - wonderful customer service”
Paid for next day delivery but item remained undelivered and support poor.
“Paid for something with next day delivery, over a week later and it's still not here.”
Most comments focus on fulfilment problems such as missing items, incorrect deliveries, and long refund waits. Several reviewers single out store staff and customer service agents for attentive help or for getting issues resolved. A smaller number describe successful outcomes only after escalating the complaint.
Some customers say they paid for services that did not happen, such as next‑day delivery or gift packaging, but received standard parcels instead. Reviews also point to high delivery and return charges and a discount code that was not honoured. One review mentions a return policy change made quietly, which appears less often than complaints about delivery and fees.
A few reviewers found browsing online easy, but satisfaction at checkout drops when fulfilment is delayed and tracking updates are weak. In-store visits are often described positively, with staff offering tailored recommendations and product advice. For many, repeated delivery issues disrupt the overall shopping experience.
Several reviews report items arriving damaged or faulty, including dented perfume nozzles and packaging that appeared tampered with. These issues often lead into friction around returns and refunds rather than quick replacements. Product complaints come up less than fulfilment and communication problems, but they recur.
Many customers describe weak communication after purchase, such as no call back after leaving details and little information on delayed orders. Some mention slow or conflicting responses from customer service about refunds and replacements. A few accuse the company of unclear policy changes, which shows up less often.
Sentiment splits between strong praise for individual store teams and frequent online fulfilment failures. Warm face-to-face service sits alongside negative accounts of delivery, returns, and refunds. The pattern points to strong in-store performance but inconsistent e-commerce and post-order handling.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Paid for next day delivery but received standard postage and poor response.
“I have been told I’m confused and now I have been ignored.”
Didn't receive item and experienced unhelpful customer service.
“I never received my item.”
Returned dress received by HN but no replacement or refund provided.
“Still awaiting replacement dress returned to HN 28 January”
Sana in Leeds provided exceptional, attentive customer service and gift wrapping.
“She went above and beyond helping me with my mums birthday gift.”
Multiple calls were ignored and customer service failed to follow up.
“Each time, customer service took my phone number, but no one ever called me back.”
Initially refused voucher transfer, then Harvey Nichols allowed London use.
“I can now confirm that after numerous emails HN have satisfactorily allowing the voucher to be used in their London store.”
Aftershave never arrived and customer care handled refund poorly after delays.
“The aftershave never arrived”
Delivery took much longer than promised and customer service was unhelpful.
“4 days later no news no update nothing”
Returned faulty item per instructions but refund now refused after internal mishandling.
“I received a faulty hairbrush delivered in damaged and tampered packaging.”
Returned items months ago and still awaiting refund or customer support.
“it’s now 20th Jan and still no refund.”
Issue was resolved admirably by the team, restoring customer confidence.
“went above and beyond to put things right.”
Missing item and very slow refund and response from customer service.
“placed an order that arrived with an item missing.”
Amanda provided knowledgeable, patient, and encouraging makeup assistance.
“Amanda - wonderful customer service”
Item arrived with security tag and communications about return were unfulfilled.
“the order arrived on 12/12/25 still with the security tag attached”
Two bottles missing and Harvey Nichols failed to resolve delivery issues satisfactorily.
“6 bottles were delivered and 2 not delivered.”
Paid for gift packaging and message but received standard delivery and minimal compensation.
“the order arrived as a standard package, with no gift box and no personalised message card”
Repeated order failures, delayed fulfilment and poor customer service.
“Second messed up order in a week!”
Returned item and waited months without receiving refund.
“it's been over two months and I’ve not had no refund.”
Paid for next day delivery but item remained undelivered and support poor.
“Paid for something with next day delivery, over a week later and it's still not here.”
Next day delivery failed and customer service was unresponsive and unreliable.
“Customer service mostly does not respond or lies.”
Received wrong item and only offered a refund, causing frustration.
“I received the wrong item”
Received a different lower-value item and poor customer service.
“deal with it.”
Received an empty box and customer service failed to resolve it.
“I ordered perfume and received an empty box.”
Excellent customer service from Michelle, quick and contactable.
“Best customer service I received in a long time.”
Leeds store staff were friendly and provided good service.
“very good service”
Perfume arrived damaged with a faulty spray nozzle and poor response.
“spray nozzle dented”
Birthday discount code did not work and was not properly honoured.
“I was given a discount code for my birthday, but it wasn’t working.”
Tori in Bristol provided knowledgeable and patient perfume assistance.
“She was very knowledgeable and helpful.”
Carole at Edinburgh Foodmarket was helpful and pleasant.
“Carole was incredibly helpful and pleasant to deal with”
Exceptional in-store team provided warm, personalised service and recommendations.
“her recommendations were spot-on”
High delivery and returns fees created poor perceived value and inconvenience.
“Charge £7.50 delivery and £6 for returns!”
Return policy quietly changed to charge £6, with poor transparency.
“they silently changed their return policy so they charge £6 fee”
Communication was poor, making delivery process unnecessarily stressful.
“communication was lacking”
Website browsing was easy but delivery delay negatively affected experience.
“delivery took much longer than expected”
Paid for fast delivery but gift arrived late with damaged packaging.
“Not only did it arrive late, but packaging was damaged too.”
Order delayed over ten days with no clear customer service communication.
“Waited over 10 days for a simple order”
Items arrived with security tags and returns handling was slow and poor.
“they came but with the security tags on!”
Multiple damaged items and poor returns process caused significant frustration.
“the replacement item that arrived has marks and pen stains all down the side”
Chloe in Bristol provided excellent, consistent customer service and support.
“She kept in contact with me all throughout the UK-based transaction”
Customer experience team member resolved gift card issue quickly and kindly.
“resolved my gift card issues with speed and understanding.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Harvey Nichols is a British luxury department store group, with its flagship in Knightsbridge and several regional stores. It sells fashion, beauty, accessories, plus food and wine in-store and online. In-store services include personal shopping, gift packaging, and event spaces. The website offers online ordering and international delivery, with customer service and returns for e-commerce orders.