Harrods Reviews

Harrods standard reply to any customer service issue is contact us by email. That’s the biggest joke of all contact them by all means wait weeks for a reply so bad and so frustrating I’ve been robbed by them they don’t want to help

I was sent the wrong item. I posted the item back three weeks ago and am still awaiting a refund despite providing proof or return. Harrods are now not replying to me emails requesting a date their investigation into the lost parcel will conclude. Their email tells me I am not at fault yet they will not refund me yet.Very very poor!

1 star is not even worth a review. I returned a Gucci reversible for brand inspection because the luxury belt was faulty as it was recently bought and the leather is already peeling. As per their customer service advisor Lusa she advised to return the item for brand inspection. This was 4th of July and delivered back to Gucci in Florence, Italy on the 5th of July. Since then I never heard anything back from either Gucci or Harrods. So, they have my belt and I am out of pocket. I have been emailing harrods customer service in multiple occasion and no one is responding. I contacted Gucci directly and they won’t entertain me because it was purchased via Harrods. I phoned Harrods customer service and no human I can talk to its always automated voice message and advising to contact them via chat, I contacted via chat and to my surprised no human to chat with, its a chat bot! It’s appalling I never heard from anyone regarding my returned belt for inspection. I wonder how many return for inspection they have and it is taking them more than 2 weeks to inspect this. Can anyone just return the belt back to me if it can't be inspected as this is my property now as its been paid for. This is my last ever purchased from Harrods and Gucci!

I wish I had read the reviews before placing an order at Harrod.com .
They sent me the wrong item because of a glitch in their system . Would not send me a replacement and ask me to return the item even though it is a non returnable item .
Very disappointed as it was a birthday present ! Next time I will stick to Selfridges !!
I was expecting much more from Harrods ! Don’t waste your money there !!

Appalling customer service. The original delivery didn’t happen and then the item was ‘on it’s way back to Harrods’ for over 2 weeks. I called customer service and they assured me it would be redelivered. I requested a refund if not... Two more weeks passed and still nothing. I then wrote an email asking for a refund. I was told I couldn’t have one as ‘first there needs to be an investigation into what happened to the item’, as if issues between Harrods and its couriers are anything to do with customers?! I made a complaint and then lo and behold, my item arrived the following day, over a month late. I tried to return it online but was told the 14 day returns window has now expired, despite getting it the day before. So, another email complaint is necessary. Total waste of time. Harrods seems to be a hopeless e-tailer whose bad customer service is not keeping up with the times and is bringing down the status of the brand. Save your time and effort and spend your cash elsewhere!

Terrible Customer Service. Have now had three online ‘chats’ to get a problem with my reward points resolved. Each ‘chat’ has ended with an apology and assurances that the account will be updated within 24 hours. This has been going on for six days and still nothing. You’d think Harrods would do better but obviously customers requests aren’t that important. Can’t speak to anyone. I will be interested to see if anyone from Harrods responds to this because one would like to think they read the reviews and act on them, whether they be good or bad. After all we are your customers.

I ordered a dress online from Harrods. It arrived soiled so I returned it advising them it was damaged. Customer service are not contactable by phone and took a long time to inform me they are not refunding me. This feels theft as I did not soil the dress. Absolutely disgusting customer service, I even wrote to the CEO but obviously not even an acknowledgement of my letter! I don’t know who these people think they are? I will never shop at Harrods again!

During my time at Harrods and as Black Tier Member I have never experienced such a horrible display of customer service and a complete disregard for customer safety. I have been a loyal shopper for 8 years and never have I ever been verbal and psychologically assaulted like this. This has given me serious anxiety and the fact I was unable to get the gift I had intended for my mother has also caused her and me even more distress. I felt that the security guard was picking on me and my friend cause as we came in he was watching us and made us feel uncomfortable. I felt like I was stereotyped due to how I looked and this made me feel even more threatened and felt threatened and unsafe as a 5ft woman. There was a particular security guard who made this experience the worst for me and I would like something to be done about this. He made me feel so unsafe and intimidated and today I had to beg your customer service worker to assist me cause I am afraid he might harm me. As he walked up into my friend's face and said “come at me” and also the manager on shift was not helpful at all and I felt as if he didn’t even take the opportunity to hear my side and just banned us. As a customer, I should be able to feel safe and not like I was stereotyped during my shopping experience, especially today I had PTSD going into Harrods again, even though I had one of the customer services with me but I was still shaking and felt like every CCTV is spying on me and there would be a security guard coming towards me and ask me out again. Moreover, I felt so embarrassed and even the staff in Cartier were staring at me in a weird way.

The Harrods security team said we as a customer were abusive to security employees, where we were just stating the matters of their security team member without any swearing or using any rude worse, turns out banned us out from Harrods.

At first, they banned us out for a day, but it was unfair to us and as we are the customer it is our responsibility to raise the disappointing experiences we had with the security guard, turns out after the whole investigation they banned both of us from attending the store and not permitted to enter the store.

Like how can I spend my cash rewards?
Just kick the customer out because the customer raised the issue of security team being unprofessional and rude to the customer?
The security guard made up a story of us swearing to him and just banned a loyal black tier member out?

In this situation, Harrods did not prioritize the safety of customers.
Rude and unprofessional security guard.

I bought an expensive bed from Harrods 6 years ago. I was told it's best to buy from Harrods because their customer service is excellent. Well, unfortunately this is no longer true. Ever since Harrods was bought by this new group it has steadily been going down hill. IMy electric bed is giving me trouble, so I went to Harrods to ask them for some help to get it repaired. They took down my details and said they would get back to me. I'm still waiting! I called a week later, and they said they would follow up and get back to me immediately. Well they didn't. This sort of treatment would not have happened when Al Fayed owned Harrods.

Their quote unquote eco packaging is not weather-proof at all and since they partner with such an incompetent courier like DHL, my order arrived completely damaged. Think twice before ordering high-end products from them since they don't even know how to package their products properly or choose a decent shipping partner.

My experience was with Bernardaud concession and was awful to say the least. We were generously gifted an item as a wedding gift that was not to our taste. Despite long discussions, we were not allowed to change this item for Harrods vouchers and instead were forced to spend the amount at bernardaud only. They did not have an established process for gift vouchers so it took them 2 hours to make a make shift printed piece of paper expiring within one year. The shop floor staff were very nice but the management lacked humanity and understanding in the situation. The service has been just atrocious.

I received a bottle of Parfums De Marlys Safanad as a gift from my husband for Mother’s Day. We opened the box and the fragrance was unwrapped and used. I contacted Harrods immediately through the chat. Shared with them my experience. I was asked to send pictures of the fragrance which I did. I received an email that they would get back to me within 48hours. Of course they did not. I contacted them again through the chat on June 22, 2022. I was told again that they were going to look into the situation. Of course I did not get an update. I contacted them again on July 5, 2022. They offered me a 50.00 refund. I expressed that I was not seeking a refund. I wanted my fragrance, replaced, and new I did not pay over 200.00 for a used bottle of fragrance. If they are selling used fragrance, tester fragrance or otherwise, then there should be a disclaimer advising the customer to proceed to the checkout with caution because, you may or may not receive a new item. This is ABSOLUTELY the worst customer experience I have ever received. I must assumed this is the Harrods brand. They have done nothing sufficient to rectify this situation. VERY disappointing!!! Harrods market itself as a luxury brand. Apparently, in name only. Luxury is the whole experience!!!

Worse customer service I have ever had. Arrogant and rude. AVOID Harrods at all cost. I’m off to Selfridges. I didn’t want to put a star but it won’t allow me to not put a star!

Don’t bother with the phone number they provide there’s no way of speaking to an actual person and when you email customer service they don’t bother to reply. I’ve sent 4 messages they don’t bother. CROOKS

After contacting Harrods for so many times, they have finally admitted they had done something wrong with my rewards balance on 26/6. The customer service advisor just replied something like yes Harrods has owed you 6600 points and that was it! The points have never gone back to my account! I had to contact the customer service again, and they all replied there was nothing they could do. Outrageous!

Harrods is also breaking the UK consumer law by the fact they refuse to accept returns of beauty products and fragrance items bought on the website. 14 days is the absolute minimum cooling-off period that a seller must give consumers in the UK. Yes, there are certain items which can't be returned but they don't include beauty products and fragrances. It's really pathetic and sad to see Harrods has declined so much. It used to be a lovely shopping ground and now it's a nightmare.

The worst customer service ever. Arrogant and unhelpful. Do not order from this website unless you are 100% certain that the item will fit.