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
Poor deliveries
I ordered a Grey embellished tulle mini dress from Harvey Nichols company t on December 19th and was told I would receive it in 10 days, so January 9th. I did not receive the coat. I called customer service on January 18th and was told they did not have my coat and did not know where it was. I was told they would send me a new one, but it would take 10 days to get to me. The representative said they were not sure the new one would be here in time for when I will leave town.
I honestly don’t recommend
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.