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?