Harrods Reviews

Name: Harrods
Rating: 1.98

2.0 Rating 88 Reviews

23 %

of reviewers recommend Harrods

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2.0

Based on 88 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Got my wedding I took to the till the Escentric module 1 as treat for myself…I guy on the till told me it was £70.. I said it’s £50 but on the box but said it was a human mistake and that I could not have it at that price! Disgusting service … hence to say I left the shop!”

Helpful Report

Posted 3 months ago

“The Worst Retail Experience of My Life--Extremely Disappointing Experience with Harrods I am compelled to share my recent experience with Harrods, which has unfortunately been the worst retail experience I have ever encountered. On March 13, I ordered three dresses for a special event in June, totaling over $7,000. The dresses arrived on March 25, but only one fit properly. I initiated a return for the other two on March 30, carefully trying them on and placing them back in the box for return. To my shock, after Harrods received the items on April 4, I was informed on April 13 that they would not accept the return due to alleged damage. This was unexpected and distressing, especially given the high value of the clothing involved. I disputed the claim through customer service, but after several back-and-forth emails, I requested an escalation on April 18. Instead of resolving the issue, the dresses were returned to me. I followed up on April 30, and despite their assurance of a review, I later received a response in May that not only reaffirmed their original decision but introduced new, inaccurate reasons for the return. They claimed the tags were removed and that a belt, which was never part of the dresses, was missing. This lack of consistency is concerning. Additionally, upon reviewing the return labels, I discovered that the items were being sent back not to Harrods, but to Farfetch, a third-party selling platform. This raises further suspicions that I may have received previously returned items that were already damaged. Throughout this process, I felt unheard and frustrated, especially given the significant financial investment and my care in returning the dresses. My last follow-up email on May 25 went unanswered, leaving me feeling completely disregarded as a customer. This experience not only reflects poorly on Harrods' customer service but also raises concerns about the integrity of their return process. I would advise potential customers to exercise caution when shopping here, as the treatment I received feels nothing short of fraudulent. I hope this review serves as a cautionary tale for others.”

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Posted 4 months ago

“Hi all after buying a coffee machine and having a problem with the machine and dropping it back to Harrods for them to fix in warranty for them to send the machine back to me via courier and the machine to be broken and damaged after talking to customer services for two months via email they come to a conclusion to give me a new tray that isn’t damaged and £200 compensation for a £1400 coffee machine If you ever buy anything and have a problem, you will not get a replacement or refund the worst company I’ve ever dealt with”

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Posted 4 months ago

“I had a terrible experience with Harrods Customer Service today. I received a pair of Gucci shoes that didn’t fit, so I called to arrange a return. The representative, Kayleigh, informed me that the earliest they could schedule a return collection was Monday next week, despite me leaving for a three-week holiday in Spain on Sunday. When I explained my situation, she showed no interest in helping and insisted that nothing could be done to arrange an earlier collection. Her attitude was incredibly rude and unhelpful. I suggested leaving the shoes with a neighbor for collection, but she flatly refused. When I asked to speak to a manager, she declined, citing that the customer service line was closing soon. I even asked if she could contact DHL to arrange an earlier pickup, but she outright refused. Additionally, she wouldn't provide any contact information for Gucci. I was shocked by how poorly she handled the situation. Her phone manner was unfriendly and negative throughout the conversation. This was my first time ordering online from Harrods, and after this experience, it will certainly be my last. The lack of willingness to assist a customer is astonishing. It was only at the end of the call that she mentioned I could return the shoes in-store on the 3rd floor—something that would have been helpful to know from the start. I sincerely hope the call was recorded, as I have never encountered such hostile and dismissive customer service.”

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Posted 5 months ago

“I knew that the customer service was bad, but I had absolutely no idea. Regarding an online order, where a bottle of perfume had smashed and leaked all over the other products, I requested a returns label. Despite there being no legal obligation on my part to send photos of the damage, on their insistence I did. Little did I know that they would try to invalidate my right to return rather than give me a returns label! Their excuses included; 1. this parcel (with the green lid) isn’t ours, 2. We can’t see any damage and 3. The driver handed it to you so there couldn’t possibly be any damage inside. Disgusting service - order UU9G8A - and their in store service is equally hostile. I’ve now opened a small claims court case.”

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Posted 6 months ago

“Cleverson served us very well! very attentive and kind! Congratulations on the service offered, I want to come back! thanks”

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Posted 7 months ago

“Oh dear oh dear I do wish I had read the reviews hear and on trust pilot before I purchased a Xmas hamper for a friend. I gave friends email as I was going overseas she never received confirmation harrods said their was a spelling error but strangely they sent her an email after Xmas to her correct address. Their explanation someone checked her address through her harrods account. My friend has never had a harrods account. As I was concerned the hamper might not got dispatched as hampers were now showing “sold out” online I spoke to customer service who said this was because they wouldn’t meet xmas delivery dates but they were available on the shop floor, but I didn’t have to go into the store I could order through the warehouse, but no I couldn’t be put through as they were too busy to take calls, but they would get them to call me back. Obviously after waiting all day they didn’t so I ordered another hamper from regency hampers, which my friend tells me was far superior to the harrods one, which surprisingly did arrive. After many emails in which harrods tried to say the problem was the billing address had defaulted to my friends address. I told them this was not possible she was the recipient I was the purchaser and I had paid on my credit card with my billing address or the payment would not have gone through. The customer service manager then phoned me, the phone rang for 3 seconds and cut off (I have the Screenshot) he then emailed to say he had tried to reach out to me. I said it didn’t ring long enough for me to pick up and again a belligerent attitude stating harrods has the phone recordings and none of this is harrods fault. Having been in customer service all my life I can honestly say harrods have got this so very wrong. There is a saying “ the customer is always right”. Clearly harrods will be losing more customers than they will be keeping”

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Posted 1 year ago

“My items were marked as delivered but nothing was at my door.”

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Posted 1 year ago

“visited H beauty metro centre gateshead. purchased items and redeemed reward points. RACHAEL WILSON WAS REALY NICE AND PROFESSIONAL dealing with us with a caring attitude. She involved her manager DEAN AZAZI to apply a 10% discount which was available on line .Had good chat with both of them.VERY HAPPY.”

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Posted 1 year ago

“Harrods oval biscuits tin ,not very good ,plain tastless coconut in some disapointed”

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Posted 1 year ago

“Harrods is ruined, nothing British left about it, all modern and full of tourists I’m speechless”

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Posted 1 year ago

“Just came back from double standard and immoral as well as unethical HARRODS treatment. We drove to Harrods Brompton in our Toyota Yaris rented car. We reversed and moved forward a few times, yet they won't lift the barrier to let us in. Till my husband walked to the security post. The security post is directly facing the barrier about 6m away, so it's ridiculous if they said they cant see us. There were 3-4 people in the security post. And one English SECURITY GUARD standing outside the post. He then told my husband they will raise the barrier to let us in. That was like after 10mins waiting outside and reversing a few times to let some cars pass thru. When they finally lift the barrier for us, We drove slowly past them at the security post, not sure if we were to stop but they just looked at us. We drove in to the basement carpark, and one of them told us to drive back up to the security post. We waited about 6minutes and they did not come to us. My hubby then walked to them and ask but they just kept quiet. He approached them again about 3 times. I went out and asked them what was the problem explaining to him that we had waited but nobody came to us for the valet parking. he then cut me off and said 'so do you want to park or not?' i said 'so is this HARRODS TREATMENT?' He replied, 'ok not parking.' And walked away. What arrogance from the SECURITY TEAM! It just shows how poorly managed were the HARRODS staff with -0 customer service!”

Helpful Report

Posted 1 year ago

“Harrods ruined my nesting experience and made my pregnancy extremely stressful! I am an expecting mother and made my first baby purchase in Harrods, thinking it will make my nesting experience special. It was a snuzpod cot. There was just one model of this bed in store and I was re-assured it would be the exact same colour (I didn't like any other colour option, so I triple checked). We decided to get it delivered to our place and didn't open straight away, as we were in a process of moving houses. Since it was bought from Harrods, I trusted them. After opening the box I found out it was a wrong colour, and Customer service was just absolutely useless. Replying every 5-8 days, not really providing any update. The complaint process took ages and they just replied that it was all matching the description and they won't do anything about it. I'm due next week and have no bed for my baby! I don't like the one they delivered and it's still in the box. It made my pregnancy sooo stressful, and ruined my nesting experience. I picked other nursery items to match the bed I never received. It's just scandalous. I will never trust this company again. I'm very disappointed in both Nursery Furniture dept employee Karla, who sold us wrong item, and Customer Service Advisor Lucy. It's just something I will never forget. It's my first baby and wanted everything to be perfect, yet the worst experience I had with Harrods! I wish I have bought that bed off marketplace, could have received a better customer service from a random seller. I also must mention that their faulty goods return policy is against The Consumer Rights Act 2015. Totally unacceptable.”

Helpful Report

Posted 1 year ago

“Worst experience, arrogant staff and unethical policies. We were not allowed to enter with one luggage, Tourists visiting the Centre are expected to have a bag. The stores normally keeps it in the luggage room. I have never seen a shopping place which denies the entry. They don’t have any respect for visitors and will never visit this dirt place again.”

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Posted 1 year ago

“I just never got my delivery, and they ignored all my messages, so i had to open the Dispute with my Bank”

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Posted 1 year ago

“What an absolutely beautiful place. Everything was amazing to look at, as that was all I could afford to do. I did purchase the best chocolate that I have ever eaten though. The only downside was Staff did even acknowledge me. But the place is amazing!”

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Posted 1 year ago

“Harrods is lovely. It couldn't be better. But, don't ever approach their Apple shop on the fifth floor. There is a proper Apple store a few hundred yards away and is far better than the one in Harrods. I bought a laptop. I could not return it to them after less than 2 days. I asked the big new Apple store nearby and they said that if I had bought the laptop from them, I could have returned it within 14 days. I strongly advise everyone not to consider buying from the Apple shop on the fifth floor of Harrods. The shop is a disgrace to Harrods.”

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Posted 1 year ago

“It was horrible customer service disgusting I will never go buy anything from Harrods anymore”

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Posted 1 year ago

“Bought items online and I have been ringing to request for a return label ...all to no avail. All I hear from the customer service is we are waiting for the logistics team. Having spent such amount on items hoping to get good quality service, only to get poor services. Never will I buy online from harrods.”

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Posted 1 year ago

“Beautiful warehouse , but crazy prices , and some departments more staff then costumers, they only talk to each other during our hour walk only one staff member smiled , why are they there ?”

Helpful Report

Posted 1 year ago

Harrods is rated 2.0 based on 88 reviews