Harrods Reviews

Ordered a few items online and they sent me something wrong, unopened and part eaten! I emailed customer service with pictures and when they finally responded days later they clearly hadn't read my email properly as they asked me to send photos which I had already done.

Their only resolution was to return the part eaten ones and re-order the correct ones which meant having to pay delivery again at my own cost, shocking poor customer service.

Date of experience: July 04, 2023

Received a damaged pair of Jimmy Choo wedding shoes. Bought shoes ahead of time to ensure stock availability. When shoe box opened recently to try on at wedding dress fitting appointment, damage became apparent. Customer services via WhatsApp would not help to resolve the issue. Suggested I had damaged them myself. No resolution and my wedding is just 7 weeks away. Travelled from LIverpool to London to see in store customer service who quickly resolved the issue.

Date of experience: July 07, 2023

Definitely would not recommend buying from Harrods… poor quality Burberry bag that’s falling to bits… can get better quality fakes!!

Poor customer service been waiting 2 weeks and still not resolved… no one seems to know what they’re doing meanwhile I have a £1050 handbag that can’t be used and is stuck in the box!!

AVOID AVOID AVOID

Date of experience: July 04, 2023

WARNING!!! Don’t buy gifts from Harrods - they will charge you £6 for a carrier bag. Not a Penny to charity, either. Appears to be a dirty trick to maximise profits from someone wanting to buy many presents for family and friends, on the lame excuse that it’s being sustainable. Very bad move.

Date of experience: July 02, 2023

14 Days returns policy should be highlighted at point of purchase on all goods. I am hopeful that Harrods will resolve my issue and I will then delete my review. I have a very demanding job and the 14 day policy is an absolute sham!

Date of experience: July 01, 2023

The young girl on the Charlotte tilbury counter was absolutely lovely (can’t believe I forgot her name) she done my make up at Xmas and remembered me 6 months later. Couldn’t be more lovely and offered fantastic customer service. She helped me with exactly what I needed and gave me such lovely compliments. Absolute pleasure to speak to and brilliant team member absolute credit to harrods!!!

Date of experience: July 08, 2023

Ordered an expensive bottle of perfume for a gift with a gift message and on arrival bottle was flung in a brown box with brown paper and a card shoved at the bottom. No gift wrapping not even a bag. Zero theatre or experience opening the gift. HN etc way better service won't be ordering again - spoke to customer service not helpful just a yes that's hoe we send all items out including gifts. This is not a Harrods experience could have gone to a standard perfume shop and got better service.
Reply back states they handle items with care? That's not the issue it's how you packed it!

Date of experience: June 26, 2023

Very average food and extremely expensive .no flavours to even basic pasta dish. I would not go again. If you’re going only a cappuccino is good. Otherwise food is absolutely expensive rubbish and very small portions. The staff member was very good though.

Date of experience: June 26, 2023

Appalling customer service. I ordered a product and was sent the wrong shade. I contacted customer service a week ago and still no reply.
I have not returned the product as I would have to pay postage again to get the correct shade sent due to their mistake. No contact at all is completely unacceptable. Happy to take your money and send you the wrong product but not to engage afterwards.
All other businesses reply within 24-48 hours.

Date of experience: June 19, 2023

Harrods offers high end products and presentation and delivery are normally excellent. My only suggestion concerns customer services. The staff are very polite and willing, as one would expect from a prestigious company like this. The problem is they can do very little to help, because they can’t access the warehouse, they can’t confirm whether goods are actually in stock and they cannot liaise with the store to determine whether items out of stock at the warehouse are actually available and being delivered from the Knightsbridge. This can lead to some very frustrating and pointless conversations! Communication is otherwise OK, but stock availability does not always reflect what’s on the website.

Date of experience: July 07, 2023

I called in to return some faulty sunglasses that I had purchased for my holiday. Very sympathetic & proactive helpful service. I was invited to choose a replacement pair & with their expert guidance I selected a pair that I would never have found on my own & I love them! (even more than my original pair that I had been so sad to discover had been faulty). Thank you Harrods for excellent customer care.

Date of experience: July 07, 2023

This is a review for the Harrods Technology Department. I contacted the team to request what portal Projectors were in stock and costs. I spoke to a gentleman called Christian. He went around the store and sent me what’s app images with costs and a couple of videos of the products. Christian was very pleasant to speak with and via WhatsApps. He provided the information I needed to purchase my item very quickly and was super helpful with alternative offerings. I was super impressed and really happy with the total end to end customer experience. I wish more stores offered this facility.

Date of experience: July 08, 2023

Had the best experience at H beauty. I went in for help with my wedding make up, and the rep who helped me, found me the perfect product to use on my big day. She was incredibly kind and helpful, I’d recommend talking to Lynette if you need any advice!

Date of experience: June 24, 2023

Harrod is my 'go to' shopping place in London! I do love it - within my budget! Almost all (so, not 100%) of the staff whom I have encountered over the years are polite, friendly and helpful, which makes one's shopping experience all the more pleasant!
Nickstips

Date of experience: July 07, 2023

The staff member was really helpful and went above and beyond to help me find something I urgently needed.
It wasn’t about the value, which was low, it was about treating me as an individual and understanding my needs as an individual.

Date of experience: July 09, 2023

I ordered a small item for my daughter-in-law’s mother which I was most grateful receiving the item the following day so the family can now take the item with them when they fly off to Tanzania

Date of experience: July 07, 2023

Absolutely awful. Purchased high end t shirt as a gift, when recipient opened was found to still gave security tag attached. On first contact with harrods was told to bring to any high street retailer to have tag removed as its a generic tag.....really?!? 4 different retailers could not remove tag so was asked to return t shirt to them, they would remive tag and post back to me. They received return Monday 19th and since then nothing, have called several times and been promised call backs and email responses which havent happened. Will not let this matter lie until fullr resolved. Order number LPAXNE

In reply to your response you say t shirt was posted back to myself yesterday Thursday 22nd but dpd tracking still shows as we are expecting your parcel shortly, it has shown this since Monday 19th, 3 days before you have even supposedly re sent my parcel, if it was posted Thursday as claimed it should have updated for delivery today Friday 23rd June

Date of experience: June 19, 2023

I did make an online order. There has been one week and the order is pending and customer service says they dont know if they have stock or if the order will come. This is the worst online shopping experience ever ever. So disappointed with Harrods! If they dont have stock why did the system get the payment????

Date of experience: June 20, 2023

Fantastic experience at lakeside Harrods beauty, Nita is amazing, beautiful shop.
Excellent sales assistants, they really know their stuff, pleasure to shop there.
Thank you Nita, you are brilliant, I will be back xx

Date of experience: July 07, 2023

i had a very bad experience with hermès team - and i recommend that all disappointed customers to share their bad experience so the voice can reach hermès paris …

Date of experience: July 07, 2023