Review Time
What a terrible experience this has been from start to finish, particularly from a 'premium' brand like Harrods.Ordered a £600+ item only for the order to be cancelled nearly 4 days later because it was apparently no longer in stock, despite being available on the website still. No problem, ordered again in a different colour. This time however, after a delay of another 3 days before it was even handed to DPD, the parcel was then lost at the DPD hub. While I appreciate this wasn't a Harrods problem, they have done nothing to resolve the situation.It's now been 3 weeks and not only has Harrods still not refunded me for the lost item, they are now ignoring all emails to customer service through my open ticket.
WARNING: Harrods sold me a $1'000.- faulty perfume – refused refund. Scam.I purchased a $1,000 perfume (Valiant by Boadicea the Victorious) from Harrods in June 2024. Only days after receiving it, I reported that it smelled sour/off. Harrods refused to inspect the product, never asked me to return it, and instead declared—without ever seeing the bottle—that “everything is fine.” How can you assess a fragrance from London while the bottle is with me in Switzerland? It’s unbelievable.I had tested an official sample beforehand, so I know how the scent should smell. Harrods dismissed this, blamed “natural ingredients,” and implied I simply don’t understand perfume. They closed the case with “this is our final decision,” without even checking the product. Stunning arrogance.A year later (in November 2025) I discovered the bottle is leaking despite being undamaged and still half full. I sent Harrods videos and photos. After that: months of silence. I contacted them around eight times asking for escalation. Their replies were robotic, copy-paste, and showed zero willingness to actually help. No accountability, no investigation, nothing.This matches everything former employees and other 1-star reviews say: Harrods treats complaints as an annoyance. Their customer service is indifferent, unprofessional, and hides behind scripted excuses.I fully expect Harrods to respond to this review with another meaningless “12-month warranty rule” message, while ignoring the real issue: They claimed a $1,000 perfume was fine without ever inspecting it — despite it being over 1,000 km away in Switzerland.That’s not luxury service. It’s negligence.Never purchasing from Harrods again.
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Harrods began as a wholesale grocer' and tea merchant in east London, first opening its doors in 1834. Since then, it has grown to become the world’s most famous department store, known for its unrivalled range of luxury merchandise. As well as exclusive brands and myriad departments, one of Harrods’ most renowned attributes is its unparalleled service. Harrods continues to be guided by its philosophy of “anything is possible” and, to this day, our customers remain at the heart of everything we do. See more
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