Harrods Reviews

Name: Harrods
Rating: 1.96

2.0 Rating 98 Reviews

22 %

of reviewers recommend Harrods

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2.0

Based on 98 reviews

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

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Harrods 1 star review on 15th March 2026

Rosemary B. Cintron

Harrods 1 star review on 18th February 2026

Averie Charleigh

Raymond

Harrods 1 star review on 25th February 2025

Anonymous

Anonymous // 01/01/2019

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“I have had terrible service from Harrods. ordered something a month ago and it didn't arrive. They have taken my money and don't seem to want to do anything about it. They know the courier have lost the parcel but seem to want to give them long to see where it is. i will probably have to get my bank to get my money back for me. I have had a special loyalty card for many years and still get treated worse than you would at lidl.”

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Posted 1 week ago

“Harrods app is an absolute joke Harrods website an absolute ball ache Hands down THE ABSOLUTE WORST online shopping experience is with Harrods, if you want an instant headache give it a go, if you look up the word frustration, it has an option for you to sign up to the Harrods app to give you a chance to experience the feeling of frustration within a nano second of using it. Total bulshit, and a real shame, if you can’t get over to the store, it’s not a feeling of ease to be buying from Harrods with their headfuck online service that’s for sure”

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Posted 2 months ago

“I am extremely disappointed with my experience ordering from Harrods online. I purchased a gift for a friend who is due to leave the hospital soon. I paid in full and provided my complete address and contact details clearly to ensure there would be no delivery issues. Before delivery, I even contacted DPD and specifically requested that the driver call me before arriving so that the parcel would not be misplaced. Despite taking these precautions, the DPD driver delivered my parcel to a completely different location, far from my address, and never attempted to contact me. The parcel was handed to an unknown individual who was not the intended recipient. I immediately contacted both DPD and Harrods to report the issue. Rather than offering a prompt solution, I was informed that I would have to wait for an investigation before a refund or replacement could be considered. While I understand that procedures must be followed, this leaves me without the item I paid for and, more importantly, means my friend may leave the hospital without receiving the gift I carefully ordered for them. This has been a deeply upsetting and frustrating experience. Customers who pay premium prices expect their orders to be delivered to the correct address, basic verification to be carried out before a parcel is handed over, and timely support when something goes wrong. Unfortunately, none of those expectations were met in my case. Harrods should take greater responsibility for the delivery services it uses and ensure that customers are not left bearing the consequences of serious delivery failures. I hope this review encourages improvements so that other customers do not have to go through a similar experience.”

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Posted 3 months ago

“There team demonstrated exceptional transparency, responsiveness, and support throughout the entire process. They guided me through each stage with clarity, transforming what initially felt overwhelming into something completely manageable. I greatly appreciated their honesty and open communication. I would confidently recommend them to anyone in need of reliable, trustworthy assistance.”

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Posted 5 months ago

““Experiencing several setbacks made me cautious, but discovering a team that truly stands by its word has renewed my trust."”

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Posted 6 months ago

“Harrods’ online store offers an incredible selection of high-end items across fashion, beauty, accessories, and gifts. I love browsing the site — it feels like walking through their famous London store, but from home. Highly recommended for luxury lovers!”

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Posted 7 months ago

“Was very bad treated there. Had a very snooty seller, never looked at me the whole time, talked to another woman, then threw my purchase at me like it was trash. Another great experience: was late to the holy closing time, OK, but was grabbed by a rude employee in the entrance and was threwn out like a sack of potatoes!!! Have i to wear all my diamonds to be treated respectfull?? Was in leisure clothes, Harrods, eat all yout fancy cakes yourself.”

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Posted 11 months ago

“Avoid at all costs! Appalling customer service — without doubt the worst I’ve ever experienced. I ordered the advent calendar and immediately discovered it was missing two fragrances. I reported this to Harrods the very same day I unpacked the box. Three weeks and four emails later, their “solution” was to offer me a token refund of just £35 — for two fragrances that retail individually at nearly ten times that amount. This isn’t customer care, it’s an insult. Harrods are refusing to take responsibility for supplying an incomplete product and are trying to pass it off as a “gesture of goodwill.” Truly shocking service from a brand that claims to be premium. I will never shop with them again.”

Helpful Report

Posted 11 months ago

“All thanks to paradigm recovery firm”

Helpful Report

Posted 1 year ago

“DO NOT BUY A HANDBAG ONLINE FROM HARRODS ! I ordered a Prada handbag from Harrods online for my wife for Valentine's Day, as a nice gesture after a period of illness. I used Harrods as they had an expedited delivery service, and it was a trusted retailer ( or I thought so). The good news, it arrived on time but that's where the good news ended ; firstly the bag we received was packed into a generic Harrods outer box which was too small so the bag was crushed. Furthermore it was in a dirty outer dust bag, had all the labels already cut off and placed in a zipper compartment, straps undone, and worst of all was scuffed on the bottom. It was clearly not new and best case a display item, but most likely a customer return. Totally unacceptable for a bag costing full price £4150. I was dismayed especially as it was to be a nice surprise for my wife, so I immediately ordered a replacement direct from Prada. This item came 2 days later in a beautifully presented branded box, labels attached, all the metal clasps carefully wrapped with soft tissue, and the bag filled with tissue - as one would expect of a new bag! I sent the original bag back to Harrods for review the same day I received it ( after having to drive 30 mins to the nearest DHL drop off) and waited patiently for a response. My credit card at this point had £8300 on it ! Eventually I got news I would get a refund, but was absolutely 'gobsmacked' to hear that their internal review had shown it was sent out in good condition and had passed their internal checks. What?! So this is what to expect of a luxury retailer like Harrods? I've asked them to review their response with senior management ... all I want is an honest answer about how their team could allow an expensive handbag to be sent to a customer in such a bad state, and that was clearly not new. Or are they really happy for this to be their standard of service?”

Helpful Report

Posted 1 year ago

“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 1 year 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.”

Helpful Report

Posted 1 year 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 2 years 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.”

Helpful Report

Posted 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years ago

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

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Posted 2 years 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 2 years ago

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

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Posted 2 years ago

Harrods is rated 2.0 based on 98 reviews