The worst experience ever with any retailer! I would give zero stars if I could I purchased a pair of shoes from Harrods online about two months ago. When I received them, there were two different shoes in the box! One foot was the correct shoe, the other was a totally different shoe. I contacted Harrods, sent photos, and asked if they could find the missing mate to the shoe I ordered or do an exchange. They replied they were investigating the matter, that they don't do replacements and that I could return the item to them for a full refund and do a new order. I decided I preferred to have a refund as I simply didn't trust them to correct their mistake. I did a return collection and the pickup of the package was scheduled. Along with the pro-forma documents, I enclosed a copy of my correspondence with their customer service and wrote in hand that I am returning this item and wished to have a full refund, including the shipping charges. The package was picked up and arrived back at their facility two days later. Without ANY advance notification or permission, they shipped a second pair to me, completely ignoring my written instructions that accompanied the return. They contacted me saying they would schedule a pickup of the shoes a day AFTER my package had been received by their warehouse. I informed them that the shoes had already been sent back and that I requested a refund. They informed me it was too late, that they had already dispatched a new pair to me. I asked them why they did that after I explicitly instructed them that I wished to have a refund. I told them to intercept the package, which they didn't. A delivery attempt was made, but I was not at home, and DHL left it at a Service Point to be picked up. I then telephoned their customer service and complained about how this matter was handled. I told the agent that they should recall the package, and that I was angry that my instructions for a refund were ignored. She assured me that I would receive a refund and that they would recall the package and I didn't need to do anything else. Four days later, they sent me a message saying the package was recalled and they would issue a refund as soon as they received my package. I checked the DHL tracking and it says package returned to shipper. I contacted them again a week later, asking why it is taking so long for this return to be processed and told them I am incurring interest charges as long as this charge is on my account. I again expressed my anger with how this entire matter has been handled. They said they would chase DHL. As of one month ago, I still had not received a refund and decided to involve my credit provider. My credit provider opened a dispute weeks ago, and Harrods informed me that they would issue a refund. After two weeks, I checked back and there was no refund. When I contacted them, they informed me that they would only issue a refund when I closed the dispute. WHAT???? NO NO NO!!! A dispute gets closed ONLY when the refund is issued. That is how this process works. They don't get to rewrite the rules. It is now going on two months since I placed this order and Harrods is still refusing to refund me until I close the dispute. Once again, Harrods shows itself to be 100% untrustworthy and dishonest. There is NFW I will close this dispute until my account is credited, FULL STOP!