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.