Harrods Reviews

Ordered an online gift that was supposed to arrive today (date given when ordered and on the email acknowledgement), to find the order hasn't been dispatched, tried three time before there was even an answer on the customer service phone number. Then placed on hold for ages whilst they investigated. After ten minutes advised that it is a guide and can take up to 5 working days....... perhaps this should be made clearer.
Really disappointed in the service would have expected much better. Customer service agent couldn't really give a ............................!

I bought a wallet online as a gift for a friend. However on arrival the wallet was missing the box and the dust bag (which was both mentioned on the product description). The wallet was just wrapped in some cheap brown paper.
*The thing that shocked me was the price, I originally paid 220 pounds for the wallet but when it arrived it had a price tag of 129 pounds. After seeing this I decided to contact the customer service, who then asked me for a photo of the tag, which I did email them straight away. However after 8 days of chasing up they just ignored my email. I rang the customer service team who reassured me that someone will get back to me right away but this never happened. So sadly I have decided to return the item all together. The item itself was fine and I wouldn't have mind to keep the item but the customer service, the presentation and deliver of the item just disappointed me very much. Just because of the lack of time and effort to the customer, I will not be shopping again with Harrods Online.

Fabulous - ordered Saturday night / delivered Sunday morning.
I bought Estee Lauder products which are only available at Harrods. As ever the service was fabulous and 100% perfect and so quick.
Also, everything is beautifully wrapped and wonderful delivery.
100% excellent.

I love Hermes. I tried to order a bracelet for my wife online. It was only available in store; I tried contacting three different stores until I finally got through. A representative from the Royal Exchange branch sent me a payment link which expired before I could process the payment, I replied to the email requesting a second link; a representative began an email conversation and then abandoned it in the middle, ignoring repeated emails. I eventually managed to purchase from the Harrods branch; excellent service once I got through, but ridiculously difficult to get hold of. The bracelet arrived, gorgeous as expected, but too small for any adult to wear. I've spent two weeks trying to get hold of Hermes Harrods to return/exchange; I've spent dozens of HOURS on the phone and sent emails, but I've not been able to make any contact. This is really disappointing; considering the price they charge, you would expect decent service. I'm waiting to see how this continues; will update when I manage to get through to customer services or the department.

Having read some of the reviews on this site, I was uncertain about returning footwear which was slightly too small.
I needn't have worried - the returns process was really easy to manage online, the courier came to collect the parcel as requested, and the refund was returned to my account within a couple of days. I had no hesitation in re-ordering (in a larger size) and received the goods the next day (even though I hadn't paid for express delivery).
This was my second experience of ordering goods online from Harrods, and both have been very positive. I would happily order from them again.

Appalling customer service and experience. I emailed to complain about a product I had purchased which I didn’t believe was fit for purpose because a third of the product was difficult to get out of the bottle. The advisor did not listen to me and said because I had used more then half the product it couldn’t be faulty. I was shocked at her level of ignorance as my complaint was about not being able to use the third of the bottle. I asked to escalate and asked about the complaints handling procedure. Her response was that she worked in complaints and that I couldn’t complain further and that was her final response. I am shocked Harrods does not have a complaints handling procedure and surprised my complaint could not be escalated to manager and this advisor was given the autonomy to close my case even though I didn’t reach any resolution. The advisor was very rude and due to this they have lost a customer. I suggest Harrods retrains their staff on how to speak with customers and has a hierarchy for complaints.

I purchased Lauder products - which are fabulous and one cannot get anywhere else.
Harrods was fabulous - delivery was overnight and nicely presented. Very polite courier. Just a 1000% experience. Definitely buying again.

I ordered an item on the 30 Jan 2021, and it arrived on the 02 Feb 2021. I noticed though that since the 2nd Feb 2021, I could not access the item's page. In addition to that, I was having problems accessing my order page, with always a return page saying "Sorry, we are on the case" - for 4 days now.
The item did not fit well, and I would like to return it and get my refund. However, the refund item page is also not working!!
I sent an email, which I received no reply to.
In the past week, I shopped at many UK stores, and Harrods was by far, the worst experience. I am really disappointed with them. I thought that the brand meant quality and great customer service. Perhaps decades ago?
I just want my refund now.
Be aware and do not shop there, they really need to improve!

I ordered a pair of sneakers that in white color, however, the order came in completely different color. Emailed the customer support team, and they replied to me with a template answer. I replied to them once again and they have ignored my request and inquiry. If I can rate lower than 1 star I will do it. Extremely disappointed regarding the service.
I do not recommend ordering through their online website.
Update:
I had called the number to arrange the pick-up service for my return package, but Harrods had disappointed me again. No one came and picked up my order!!!

Based on the reviews I was very skeptical to order an expensive cologne and have it shipped overseas but I had nothing but the best experience. The cologne arrived in less than a week and I was updated with the delivery details every step of the way, thank you so much Harrods!

Use this website store for most of my families Christmas gifts. Always something for everyone in the family to be found here.

I had up to 3000 points and I wanted to reach gold an It is written on the website that every year it gets transferred into cash and I joined harrods in October and logically this is the meaning of the sentence it never explained things properly! I contacted a lady yesterday from the customer service and she told me that I will get back my points again and this is just a process of checking and I believed her, today I contacted a guy from the customer service and he said that I wont recieve the points and I said this sentence clearly explains what I have mentioned above if someone uses their logic ! This is totally unacceptable will never use harrods again !!!!! Please people do not buy anything from harrods !!!! They're not helpful and understanding!!!