Harrods Reviews

Name: Harrods
Rating: 1.98

2.0 Rating 88 Reviews

23 %

of reviewers recommend Harrods

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2.0

Based on 88 reviews

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone

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Harrods 1 star review on 15th March 2023

Anonymous

Anonymous // 01/01/2019

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“Quite frankly flabbergasted with the customer experience I received from Harrods. From such a prestigious brand.Ordered a silver cross pram bundle long story short two items from around ten arrived. I telephoned customer services and was advised to send pictures, which I in turn did, received an automated response..fair enough I thought,at least it will be looked at..Next day received an email requesting I confirm I received all the goods..livid I certainly was. I responded no..then three further emails from myself without response. I then telephoned customer services again..to be honest not much help although none of this is the chaps fault.however I have a child with no pram, buggy or car seat.. customer service could not tell me when or what I would be receiving goods (as you will see below) and were really lost for words..I paid £1500 for this bundle and from Harrods where you expect first class service. I received a bag and a footrest. The customer services do not know what warehouse are doing and quite frankly Harrods are relaying on their brand name to carry them through when quite frankly the right hand not know what the left is doing. HOW do you tell a new born I do not know when, where your pram is. Harrods Dear Thank you for your call. Further to your request, the rest of the items within your order have been requested to be sent to you by our Partner Service team. I cannot say how long this will take, but the items will be sent out to you as soon as possible. Thank you for your patience Trustpilot is committed to transparency. Find out howSplash background”

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Posted 3 years ago

“Unable to return Gucci shoes purchased online. Please don’t order anything online from Harrods. I ordered some Gucci shoes tried to return via their process and they have just been returned back to me from Italy. Can’t exchange them in store.”

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Posted 3 years ago

“Harrods don't response for loose packets. I've been asking for an answer for my package for 3 weeks, but they won't take care of it. My packages was delivered to someone else outside my building they never come to my apartment. Harrods is asking me to video to prove it? OMG please don't order online they don't care and just stole your money!”

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Posted 3 years ago

“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. 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 no use and customer services who blame Cartier. What an appalling situation. But so typical of most reviews on here.”

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Posted 3 years ago

“Used to love going to Harrods, went today really disappointed with the food halls, or lack of, the pet dept was virtually non existent and as for the "Christmas world" I walked straight through it not realizing that was it. Don't think I'll be going back again, started going downhill when it was taken over, now I think it's hit rock bottom.”

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Posted 3 years ago

“prepaid room was given away.The other room i was given was dirty with stained carpet.Front desk never responded customer service was a joke. i was WAY OVERCHARGED Upon arriving home my card was CHARGED TWICE ONCE 198.00 AGAIN 119.00 I cant get anyone to expkain because customer service is not returning e mails or calls.i am reporting to BBB. My stay at Harrads on Sept.7 2021 was horrible.Front desk (Erica) was rude and could care less.The subatute room was stained carpet my vacation planned by Harrads web site was a ugly mess.Ty for nothing Harrads of New Jjersey”

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Posted 3 years ago

“The worst experience ever with any retailer! I would give zero stars if I could I purchased a pair of shoes from Harrods online about two months ago. When I received them, there were two different shoes in the box! One foot was the correct shoe, the other was a totally different shoe. I contacted Harrods, sent photos, and asked if they could find the missing mate to the shoe I ordered or do an exchange. They replied they were investigating the matter, that they don't do replacements and that I could return the item to them for a full refund and do a new order. I decided I preferred to have a refund as I simply didn't trust them to correct their mistake. I did a return collection and the pickup of the package was scheduled. Along with the pro-forma documents, I enclosed a copy of my correspondence with their customer service and wrote in hand that I am returning this item and wished to have a full refund, including the shipping charges. The package was picked up and arrived back at their facility two days later. Without ANY advance notification or permission, they shipped a second pair to me, completely ignoring my written instructions that accompanied the return. They contacted me saying they would schedule a pickup of the shoes a day AFTER my package had been received by their warehouse. I informed them that the shoes had already been sent back and that I requested a refund. They informed me it was too late, that they had already dispatched a new pair to me. I asked them why they did that after I explicitly instructed them that I wished to have a refund. I told them to intercept the package, which they didn't. A delivery attempt was made, but I was not at home, and DHL left it at a Service Point to be picked up. I then telephoned their customer service and complained about how this matter was handled. I told the agent that they should recall the package, and that I was angry that my instructions for a refund were ignored. She assured me that I would receive a refund and that they would recall the package and I didn't need to do anything else. Four days later, they sent me a message saying the package was recalled and they would issue a refund as soon as they received my package. I checked the DHL tracking and it says package returned to shipper. I contacted them again a week later, asking why it is taking so long for this return to be processed and told them I am incurring interest charges as long as this charge is on my account. I again expressed my anger with how this entire matter has been handled. They said they would chase DHL. As of one month ago, I still had not received a refund and decided to involve my credit provider. My credit provider opened a dispute weeks ago, and Harrods informed me that they would issue a refund. After two weeks, I checked back and there was no refund. When I contacted them, they informed me that they would only issue a refund when I closed the dispute. WHAT???? NO NO NO!!! A dispute gets closed ONLY when the refund is issued. That is how this process works. They don't get to rewrite the rules. It is now going on two months since I placed this order and Harrods is still refusing to refund me until I close the dispute. Once again, Harrods shows itself to be 100% untrustworthy and dishonest. There is NFW I will close this dispute until my account is credited, FULL STOP!”

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Posted 3 years ago

“We were visiting from South Wales and I purchased a pair of trainers from Size? and the service received from Keiran Laybourn and his team was excellent. We will definitely be visiting again.”

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Posted 3 years ago

“I am only giving them one star because I cannot review them without one, which they don’t deserve. I bought a pair of pyjamas on their sale. I wasn’t given the courtesy of an email cancelling the order, but waited a week after writing several emails that unfortunately the item was no longer in stock. They of course put the exact item back for full price. What a un honorable and deceitful organization. I will definitely be reviewing their bad business tactics”

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Posted 3 years ago

“Fish pie label did not cover the ingredients correctly. Did not say that it contained peas. Couldn’t eat it. Label on display did not match label on packaging. Total waste of money.”

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Posted 3 years ago

“Appalling”

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Posted 3 years ago

“Totally disappointed with their lack of responsibility for their actions. They cannot deals with customer’s questions nor with complaints!!”

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Posted 3 years ago

“Never back to you...... it almost a month and steel my issue not resolved.... Yoyozen + pushchair after 8 month weel came off”

Harrods 1 star review on 28th February 2021

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Posted 3 years ago

“So, no LV cases in stock before Xmas so bought the equivalent value in gift cards of £2,150. Received 3 cards, one for 1000, one for 150, and one for 250. Now does that add up, no. Told customer services, assured it was Just an error on the gift card paper it came in, but was 1000 card. Fast forward to Feb, went to use the card, and what a surprise, it only has 250 on it. So thanks harrods for stealing 750 quid off me. Now numerous calls and emails and I'm just being fobbed off. Harrods store looks amazing, customer service and management beind the scenes are pants and still haven't sorted sorted this. Do not buy gift cards from harrods, actual crooks!”

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Posted 3 years ago

“Terrible Website and No Customer Service--ZERO STAR I placed this order on 7th Jan 2021, bough 7 Items and total amount is 869.86 pounds. On 9th Jan 2021 I received a parcel sized 44cm*33.5cm*20cm. Once I opened my parcel, I could not see my robot cleaner inside the parcel, then I checked the Robot cleaner box size online, it shows 43cm*36cm*36cm As normal thinking I thought it will come another separate box, because the robot box size cannot fit in the parcel which I received. Although that was a Saturday when I received parcel, I had to be patient to wait another parcel until Tuesday 12th Jan. 2021. On 12th Jan. 2021 I made the first phone call with Harrods customer service to check my missing order out. I informed the customer service that I ordered the Robot and paid the money but the robot was not in the parcel which I received, even I provided the detail of box size which I received all my items to customer service, then customer service said to me that I should receive everything in one order in one box and she said she will check for me and advise back asap. According to Harrods service rules I supposed receive an answer/feed email with ref. No. during 48 hours, but Harrods broke their promise, I hadn’t received anything from Harrods. On 13th Jan. I chased an email to asked what happened then I received an auto replied email said would answer in 48 hours with ref. 2408459. On 16th Jan. I called customer service and chased again due to Harrods did not responds back to me which was already over 48 hours From 17th to 2nd Feb, almost called every single day to chase this unreceived robot cleaner status, until 2nd Feb. received an email from Harrods which already 3 weeks passed, said to me that they checked CCTV, and the Robot cleaner packed inside the box. I called customer service straight way to check and in the same time I requested the evidence of the CCTV in packing section as customer service stated they put in the same box with all my 7 products I paid. (Box size I received 44cm*33.5cm*20cm) and Customer service said that they will send request to manager then will advise me back. On 4th Feb. I called again, I had been told my case has been closed, I asked why it has been closed without any notification and answer? But no one could answer my question, during this much long time the only one answer I received is Harrods will not refund my money, but why?  First: the worst customer service Harrods provided From 12th Jan. first call logged to 2nd Feb. closed my case. The whole process of Harrods customer service was extremely rubbish, Harrods customer service didn’t help at all, promise 48 hours contact which never did; one-sided words said robot cleaner packed in the parcel, when I said I need to check CCTV, I had been told case was closed; as a customer we should feel enjoy with the products what we chosen, but just the opposite way, your works and customer service bring us more and more trouble and painful, now I can say chosen your company—Harrods was the biggest mistake we made.  Second: where is my robot cleaner? I paid my money and you didn’t send product!!! I received parcel size 44cm*33.5cm*20cm and robot size 43cm*36cm*36cm, if you are tiny bit sensible with your eyes checked, not hard to say the robot size cannot fit in the parcel which you sent including all my 7 products in one box, can you answer me how did you pack 43cm*36cm*36cm in 44cm*33.5cm*20cm, how???including all 7 products??? Sense check for you customer service department, how could you fit all my 7 items together with Robot in this tiny parcel box, please go back you dispatch department put all my 7 products in with Robot give me justification that you put everything in that one box with the evidence of the CCTV, as my knowledge I strong believe you cannot fit in everything in that size box, I need proof from you. I just want my refund now. Be aware and do not shop there, they really need to improve!”

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Posted 3 years ago

“"Free returns" is a false promise! When they are trying to get rid of sale stock, they make up reasons for not accepting product returns. Beware! I returned a recent gown purchase. It was out of the box and then back in in less than 5 minutes and they have now sent an email saying they won't accept it because of some made-up damage. Really? They will sink that low? I am 100% confident that the dress I received is the dress I returned (in the exact same condition). I call their bluff. Shameful company and non-existent customer service.”

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Posted 4 years ago

“I remember shooping in HARRODS many times. Loved it. Their online service however is a massive let down. Bought my partner an ice cream maker for Christmas and it was defected. Safety stickers that were meant to be torn off were not there and the picture below will show its damaged defects. Bit of a let down for my partner too. I had the item returned expecting a replcement? Customer services blamed the manufacturer for the faults before inspecting the package. All our ingredients went off costing us more money. Long short of it is they refu ded me and made me feel at fault. Wish i had used Amazon Prime. They have a great service for defected products”

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Posted 4 years ago

“Awful service. Ordered one hamper, first time their system said PAYMENT UNSUCCESSFUL, TRY AGAIN, which i did. As a result i ended up with 2 orders, as the first payment DID go through. contacted them immediately, they said they would stop it and refund. They did nothing. Called a further 4 times as I tracked the DHL courier collect, ship to the US, and deliver 2 identical £250 hampers. Totally embarrassing. Still, they don't answer about sorting this out or refunding the duplicate charge. All they say, is someone will call back, but noone does. Absolutely appalling customer service. I will NEVER order from this site again. Beware!”

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Posted 4 years ago

“Awful service. I purchased a pair of trainers for my daughter at a cost of £565. They turned up in a damaged box and both shoes had faults on them. I have called three time last and three times been assured that a manager would call me back and I’m still waiting! I have also emailed a manager that emailed me even though I specifically requested that I was not emailed but called, to ask for her to call me and she has not responded either! Shocking service I will not be buying from Harrods again. Update.... I called again yesterday spent another 30 minutes on hold again promised that my complaint would be escalated and I’m still waiting for a manager to call me back!!”

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Posted 4 years ago

“I had very bad experience few times while coming to Harrods for lunch. As soon as you arrive at the restaurant the receptionist are really pushy to you by not letting you making your own choice but more on giving only a couple of option that was the pasta section or grill when my friends and I felt that we were force we turn back and went to take our business elsewhere outside of Harrods. It is a shame as there is many great restaurant within the food hall but the receptionists make it bad. It felt there commissioned by this two restaurant of pasta and grill . the Harrods experience loss his 5 star customer services. Sometime refurbishment is not enough! Please bring back this luxurious customer service and offer us other choice as I saw few more restaurant that did look yummy and specially the Indian as it was recommended to me. Shame hopefully in future you would listen to the customer and their feedback”

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Posted 4 years ago

Harrods is rated 2.0 based on 88 reviews