If there was less than one star, It would be my grade. My boyfriend bought for my birthday a Gucci marmot animal studs bag some weeks ago, order number 64B8CB/HRW113701846, that was the only luxury bag I ever wanted in my entire life. Just because there are butterfly’s on it. The item arrived and he gave me on may 31, witch I have completed 30 years old, a very special date for me. When I opened the box, they sent me a Gucci bag cheaper and in a plain material, witch i would never choose for 800 pounds! I completely hate it! So we started a big journey with the costumer service, made many phone calls starting 5 days ago, and sent three emails to the customer service that has NEVER answered. By the phone, harrods gave the only one solution of returning the wrong purse and they MAYBE can give my money back. The fact is, the purse I wanted is sold out in everywhere, including in the Harrods website. It was a rare item, special edition. And the only thing they say is literally “I’m sorry”! I don’t want my money back, I want the purse I always dreamt or another one that I can choose from the website! But they literally are ignoring me! This is the most sad experience I’ve ever had! unreachable customer service, terrible store! Very sad about everything. I have pictures and I sent it to them, for what? Nothing. No words for this disgusting service!