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
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 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.