Harrods Reviews 

Ayse was extremely helpful to me sorting Harrods account issues

AMAZING CUSTOMER SERVICE BY PREET AND THE WHOLE EXPERIENCE WAS ABSOLUTELY FANTASTIC. SHE WAS VERY HELPFUL AND FRIENDLY AND PROVIDED EXCELLENT CUSTOMER SERVICE WITH A SMILE ON HER FACE. SHE KEPT ON ASKING IF I WAS OK AND NEED HELP WITH ANYTHING ELSE. IT IS SERVICE LIKE THIS THAT MAKES YOU FEEL SPECIAL. THANK YOU PREET FOR BEEN SO GREAT YOUR A STAR. I WILL 💯 RECOMMEND H BEAUTY LAKESIDE & LOOK OUT FOR PREET.

My visit to the 5th floor at Harrods today was made special by Saamia who was very helpful and friendly, thank you for recommending Hair Care Oil by Sisley, I'll be back to see you again soon.

I had the un-pleasure of speaking to your customer service today and I have never spoken to such condescending advisors. Their tone of voice and the way they were speaking over me literally sounded like they think they are something better because they work for Harrods. I was also told that the Advent Calendars cannot be returned (unopened of course), how does that comply with the consumer protection law? Customers who purchase goods or services online have the right to cancel their purchase within 14 days of receiving the goods. Are you breaking the law then?

I recently placed an online order with Harrods for a Bruichladdich Yellow Submarine III Whisky, a limited release that I was particularly keen to add to my collection.
My order was successfully accepted, £120 was taken via PayPal, and I received an official confirmation from Harrods stating that my order was being processed, including an estimated dispatch date. Naturally, I believed the bottle had been secured.
Unfortunately, I later received a very brief, generic email informing me that the item was out of stock and that my order had been cancelled. The full amount was refunded, which I acknowledge, but that isn't really the point of my disappointment.
I completely understand that stock discrepancies can happen, particularly with limited releases. What disappointed me was the lack of meaningful or personal communication. There was no proper explanation as to how an order could be accepted, payment taken and processing confirmed, only for the item subsequently to be unavailable.
This wasn't an everyday product that I could simply purchase elsewhere at any time.
For a retailer with the international reputation and prestige of Harrods, I genuinely expected a much higher standard of customer service and communication. A generic automated cancellation email after accepting and confirming the order felt impersonal and well below the premium experience I associate with the Harrods name.
The refund was handled, but the customer experience was disappointing. I expected better from Harrods.

Absolutely appalling customer service from Harrods

I have to say, this has been one of the most disappointing online shopping experiences I’ve ever had, especially from a retailer like Harrods.
I placed an order and, after just two days, only **part of it was delivered**. Then, three days later, Harrods simply **cancelled some of the remaining items without giving me any explanation whatsoever**. They refunded the money, but apparently couldn’t be bothered to explain to their customer why the order had been cancelled in the first place.
But it gets worse.
When the part of the order I actually received arrived, **the packaging had already been opened**. It looked as though the item may have been previously returned and then sent out to me. Whether that was the case or not, receiving an opened item without any explanation is completely unacceptable and raises serious questions about Harrods’ quality control and fulfilment process.
I contacted customer service to complain about both issues and to give Harrods the opportunity to explain what had happened.
They didn’t even bother replying.
That, quite frankly, is the most shocking part. Mistakes and stock issues can happen with any retailer, but completely ignoring a customer who has taken the time to raise legitimate concerns is simply appalling.
Harrods trades heavily on its reputation and luxury image, but there was absolutely nothing luxurious about this experience.

Poor fulfilment, unexplained cancellations, an opened package and, ultimately, absolutely ignorant customer service.
Extremely disappointed.

I certainly won’t be rushing to shop with Harrods online again.

Love the store but the roasted chicken which i queued for was not great threw it away.
But the biggest disappointment was the Watermelon 8.00 per bottle juice no flavor what so ever nothing.
On the plus side the scones are delicious.
Still love Harrods just disappointed as was my sister.

Another terrible interaction with Harrods trying track down my order from 25th August- i have no doubt that this will trigger another useless response from them offering no resolution, but other shoppers should be aware that they take no responsibility for anything you order from them that goes missing and you are left completely at the hands of the delivery partner that Harrods pick and their resolution times - not the experience you would expect from a supposed "premium retailer"

Unfortunately, the way we were treated by Marica, the receptionist at the Tea Room on the 4th floor, was extremely disappointing. Her attitude was cold, dismissive and completely unwelcoming.
For a place like Harrods, where service and hospitality should be part of the experience, this is simply unacceptable.
I sincerely hope Harrods takes this feedback seriously, because this is not the level of service I would expect from Harrods.

Could gave 0 start.
Travelled from East London specifically to experience Afternoon Tea at The Georgian. Unfortunately, the welcome from the manager at reception was extremely cold, unfriendly and unprofessional. Her tone was unnecessarily harsh.
Her harsh attitude was certainly not the level of service I expected from Harrods.

It honestly made me question: How does Harrods train its staff to treat customers this way?
Never again

Harrods children toys section doesn’t even deserve one star, worst customer service ever, never coming back, it’s seriously disgraceful.

Rodoulla has been our personal shopper for over six years and throughout this time she has been a reliable and patient friend. She always finds the things that we want and when they are not available she goes above and beyond to locate them. When we visit the store (we usually shop virtually) she provides the finest hospitality which is why we keep coming back and a visit to Harrods has become our summer ritual. Well done - it’s people like Rodoulla who keep us coming back to physical stores like Harrods and direct our friends here too!

Whitney at The Ormande Jayne Counter and then Mawah at the Masion Crevilli Counter were very knowledgeable about the fragrances they were serving. Both were extremely professional and courteous. Then I purchased some food at the food hall and Joshua at the payment Counter was immaculately dressed and very complimentary. He was a gentleman and once again proving why I always visit and buy in Harrods. The staff are always always on top of their craft. Well done to all 3 of these members of staff.
Grateful.

Eugene Kavanagh Ireland 🇮🇪

One off experience to buy Harrods’ bears for our grandchildren. A door man and customer advisor who worked in gift shop were lovely. The children loved the lift. Another door man and customer advisor in baby section incredibly rude. Made the experience for me not as I would like to remember. Clearly training needed for some.

Box standard cut and paste received by Harrods’ today

We were served by Asad who went out of his way to ensure that we got the bed that we needed and wanted and that we got it for the best possible price. He spent a large amount of time with us talking through all the pros and cons and got to know us and what it was we were looking for. An excellent salesman who certainly knows Vispring beds and who was a delight to work with. Harrods are very lucky to have him.

The process at the checkout point is not at all user friendly. If one tries to pay with PayPal, it doesn’t allow one to include both senders details and delivery details oneself. Therefore the wrong details are entered. Unable to edit. The customer service team have to cancel the order. They can’t make changes and so have to go through the whole process again.
It wouldn’t accept my debit card number, said invalid.
In the end I had to use a credit card and even then the delivery address had half the delivery address and half the senders address. Then after calling them an hour later, they said it’s too late to change it.
I’ve never had so many problems with trying to organise a gift for someone.

I’ve shopped online with Harrods several times. Never had issues but then i’ve never spoken to customer services.
I bought a very expensive pair of shoes. Harrods sent me the wrong pair. I spoke with customer service who promised they would “look after me” and would have someone call me.
No one called me and no one responded to my emails. I’ve since spoken to three people and been assured and reassured that they would get back to me with comp and help and i have heard NOTHING and it has been a week. I was also told by the second person that whatever the first person had told me was completely incorrect. She went on to inform me that Harrods online and Harrods store are completely different entities and that she basically couldn’t help but that she’d get back to me re a goodwill gesture.
This is Harrods for goodness sake - not what you expect. Not even an apology for their system having the wrong codes and sending me the wrong item.

Great customer service from David on the gifts department. Very friendly, chatty & polite. I haven’t had customer service like that for a long time. Makes such a difference with happy staff.

Hermes store : We were served by Jacopo, who demonstrated true professionalism and product knowledge. We received kind and efficient advice. A nice bonus: he's multilingual. One area for improvement: the waiting system (queue).

Harrods has the most beautiful and unique style of a warehouse in London.
We were helped bij Vera (tea, coffee, jam, chocolate) and Maria from YSL.
First visit from the Netherlands