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.

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.

Payment was made, and checked this fact with bank, that Harrods received money. While Harrods in numerous correspondence with me basically kept sending me one and only message « We dont have any information about you, or your order » No sense Customer service, that can do nothing. Or scammers. Never would think this could happen with such a well known organization. Be aware.

I am so excited placed online order. Great product for a good price. I was so impressed with the service. I really liked this mart. They are just wonderful experience. Their range of products is fantastic. Absolutely fabulous! High quality service delivered on time.

I was lost from the moment I walked in really, but with the expert help of Ade I was soon on track and trying on a range of sports bras. This lady knows her stock inside out and when you explain the issues with certain bras, she's off to find you suitable options to try! What fantastic customer service. I went to Harrods because I know they've always had a good range of sports bra's, but the customer service provided by Ade just made the whole experience a complete pleasure - just what you want from a bit of retail therapy!

Utterly Disappointed with Harrods. Sales associates had no clues about the name of the colour, what's is racing green, royal blue, they just say this is green etc.
Harrods used to stock Garrard, I asked if they still do, the gentlemen replied 'Never Heard of It' they had this funny looking on each other, so unprofessional.
Perhaps. Will have to consider giving up on you!

After a terrible encounter with another company (see reviews) I looked at Harrods for something a little special for some family members. I was very surprised that I could order a hamper, put whatever I wanted in it and have it delivered and it was cheaper than I had expected from Harrods! I ordered wine, cake, biscuits, jam etc and all came to less than £80. It was a first class service from beginning to end and will definitely be buying online from them again, especially at Christmas.

Last time I went to Harrods, it always had a lovely Christmas wonderland beautiful toy area it was absolutely lovely visited today second of December 2023 very disappointed with all the changes that have been made not as half as good as it used to be.

Do not buy on-line, I purchased a Cartier Love Ring and when it arrived the box was not fastened and the ring was loose in the packaging. The ring was too big so I phoned Harrods to book a collection straight away. When it arrived back it took a while before I heard anything so I gave Harrods a call. They informed me the ring had been sent to Cartier for an inspection. I waited a while longer to be told Cartier had spotted scratches on the ring and it was being returned to me without a refund. It arrived yesterday and I can't see any evidence of scratches, if there are any it would be because the ring was allowed to bounce around in the box. I am now stuck with a ring which is of no use and customer services who blame Cartier and refuse to help. What an appalling situation. But so typical of most reviews on here.

Sometimes I like to shop in a place where everything can be found, and Harrods is the store that I go to when I am in such a mood because it has pretty much everything a person could want! I love this store and shop here regularly.

Awful customer service and experience from Harrods and Cartier. Ordered a ring from Cartier Harrods and it arrived loose In it's box tried it on and it wouldn't go over my knuckle. Put it back in box and reordered the next size up. I posted the ring back the next morning and after three weeks waited for a refund. Harrods then informed me that I would not be getting a refund as the ring was scratched. Anyone who has owned high ct polished gold knows as soon as you touch it it will have tiny surface scratches. If this is the case then you shouldn't except reruns and state this clearly. I now have a ring that is useless can't resize and Harrods are refusing to do anything. If this is how you treat people because you are a big company and you can get away with it then it is disgusting. A simple polish will remove any tiny marks but no one is willing to help or do anything to resolve this. Thank you Harrods and Cartier for looking after your customers in this way.

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.

I have received a Cartier love bracelet as a gift from my husband in late February which he purchased from Harrods online due to the lockdown. However I had a hand injury (broker wrist) that resulted in me wearing plaster cast from late January till late May not allowing me to try the bracelet on. Only when I tried it on early June when I realised that the wrong size was ordered. (Size 16 instead of size 17).
I returned the bracelet to Harrods expecting that they will take into account the exceptional circumstances of lockdown and personal injury. To my big disappointment, Harrods informed us that Cartier refuses to exchange the bracelet claiming that it got scratched despite the fact that I have never used it. I am then assuming that any scratches in the bracelet might have been either when the bracelet was delivered or when it was checked by Cartier/Harrods Customer service. This is a high value item costing more than *******£, however Cartier and Harrods are both careless about their loyal customers.

Love their brand offerings, especially their women's department. I can always find what I need at this store since they have almost everything in one store!

They claim that they are number 1 that's a big lie they are even facilitating more scams and literally got my funds stocked for no reason, I made all the deposits as I was requested and when it was time to withdraw my withdrawal was denied that got me to tell the internet crime complaint center on Twitter to solve it Twitter:@ ic3centerDC

Atrocious & Inexcusable levels of service! Normally I place an order via Fortnum and Mason for a special Christmas tea and biscuits treat to be sent to my Mother in New Zealand. I hasten to add I have never had a problem with F&M. This year I decided to try Harrods – What a mistake! The website is clunky and it turns out that they do not ship food to other countries. However you do not find this out until you're at the payment screen and then it is near impossible to go back and change the order. So I ended up just ordering a Harrods shopping bag to be sent - it wasn't until I completed the order I noticed that they had charged me over £30 for delivery. I thought about it for a minute, and within 30 minutes went back onto their website to cancel the order – there is no automatic cancel facility – you have send an email – this is what I did. The next day I get a mail saying it's too late the order has been sent and I can't cancel. They told me to have my mother refuse the delivery – now 2 things - my mother is 86 years old how will she know what package to refuse as 4 of her children live aboard and send her packages regularly and secondly at a cost of £30 delivery surely the cost to return the goods is more than they are worth considering the cost was £22. All in all don't shop here they are more attuned to the tourist market than suppling good customer services to those of us who live in the UK. Use Fortnum & Mason.

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

I bought from Harrords online a Canali jumper on sale: 35% chavhemire, 35%wool, 35%silk
I got delivered a Canali jumper 100% merino wool
Not the same thing!

الناس الآن يخجلون من التسوق في محلات هارودز لندن بالمملكة المتحدة. بعد أن قام مايكل وارد ، المدير العام لشركة Harrods London ببيع سلع معيبة منخفضة الجودة.