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.
Examples from available reviews (Nov 2021 – Feb 2026).
Received an empty box and customer service failed to resolve it.
“I ordered perfume and received an empty box.”
Return policy quietly changed to charge £6, with poor transparency.
“they silently changed their return policy so they charge £6 fee”
Exceptional in-store team provided warm, personalised service and recommendations.
“her recommendations were spot-on”
Perfume arrived damaged with a faulty spray nozzle and poor response.
“spray nozzle dented”
Mixed reports: several reviews praise helpful in-store staff, while many describe slow, unhelpful or inconsistent customer service and disputed resolutions.
Frequent complaints about delivery and return costs, non-functioning discount codes and deductions from refunds, undermining perceived value.
Many reviewers report delivery and returns friction: late shipments, security tags, complex return steps and limited updates that increased stress.
Several reports of wrong items, empty or damaged parcels and marked goods; a minority of reviews note products arrived in good condition.
Communication is frequently criticised: slow replies, email-only responses and scant updates; a smaller set of reviews describe prompt, clear contact.
Overall impression is mixed-to-negative online due to fulfilment and returns issues, but in-store experiences are often described very positively.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 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 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.