Review Time
The service I encountered was the worst I've experienced when compared to larger retail stores. They charge extra for next-day delivery but failed to deliver the item at all. Customer service is mostly unresponsive and often provides misleading information. Despite numerous follow-ups, they did not reply even though I paid extra for the service. It seems they have little regard for their business. Eventually, they did respond, claiming I would receive the item that day and apologizing for the delays, but even after a week, nothing arrived. Customer service has not responded since then. I truly wonder how this business continues to operate!
This has been the most disappointing service I've ever encountered compared to major retail stores. They charge extra for next-day delivery but failed to deliver the item at all; in fact, it was never received. Customer service is mostly unresponsive and often provides misleading information. Despite numerous follow-ups, they didn’t reply even after I paid extra for the service. They seem indifferent to their business. Eventually, they did respond, claiming I would receive the item that day and apologizing for the delays, but even after a week, nothing arrived. Customer service has not replied since then. I really question how this business continues to function!
I’m only giving one star because it’s required. AVOID THIS STORE. I ordered a size 9.5 but received a size 9 instead. After reaching out to customer service (which takes days for a response), they instructed me to return the incorrect item and assured me they would send the right size. I noted that the correct size was not listed on the website, but they failed to communicate this. Over a month later, they are still causing issues. Their customer service is unhelpful and does not respond promptly.
If you want high-end luxury, do not shop here. Their customer care is very basic. I wouldn’t expect any retailer to refuse extending gift vouchers post-expiry, but they did. The price tags do not reflect the level of service one would expect from a luxury brand.
As echoed by many others, the customer service is severely lacking. I ordered a skincare product valued at £95 and picked it up in-store. Upon returning home, I found the item box was dirty and old-looking. I emailed customer service immediately, but it took four days for a reply, and they only offered a £4.50 refund. I expressed that this was unacceptable and requested a full refund or a replacement. After another two days, they offered a replacement with no mention of covering return postage. After yet another two days, I still haven’t heard back. I strongly recommend spending your money elsewhere, as their after-sales support is virtually non-existent.
Avoid at all costs. My experiences over the past year have been terrible. Today I received an empty box that was supposed to contain a bikini. I also had issues with previous orders, including receiving the wrong item and another with a damaged product. Their customer service is unresponsive, making it impossible to resolve any issues.
I cannot recommend purchasing anything expensive from them. They lack support for delivery issues and only respond to one email in a thread, ignoring the rest. I ordered a pricey perfume, and it appears someone at the delivery facility may have taken it, as the tracking shows problems at their sorting station. The packaging was inadequate, making it easy for anything to be taken. I received an empty box. I waited for a response, and was informed about an investigation, but received no follow-up. There is absolutely no support for customers from this luxury retailer. No refund, no replacement, just poor communication and false hopes.
Dealing with returns has been a nightmare. I've called multiple times over the past week to inquire about my returned item, and each time they promised to call back but never did. Fortunately, I paid with a credit card, so I will receive my refund through a specific protection route, but I advise against ordering unless you are sure you want to keep the item.
I ordered trainers for my partner's birthday and collected them in-store. Upon opening the package at home, I was embarrassed to find the box was battered. I emailed customer service but received no response. I recommend shopping elsewhere, as other retailers take better care of their customers.
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Harvey Nichols, founded in 1831, is a luxury British department store chain with a flagship store in Knightsbridge, London.
