Harrods Reviews 

I ordered only a small mascara. It arrived in a huge box filled with paper 😂😂😂. What a waste!!! Though one thing was good, in the morning I got a one hour time slot but it was for the little mascara which could easily be slipped through the letter box.

After many hours trying on evening dresses for my son’s wedding, I was becoming increasingly fed up and despairing because I am late middle age and obviously have the concerns of an older body to contend with. Even dresses costing thousands did nothing for my lumps and bumps, until I met with your employee, the LOVELY Louise. She found me the perfect dress with earrings to match, made sure to find the right fit for me, helped me with my rewards card and even helped with directions to get me home. I don’t often give feedback, but I feel Louise deserves special praise for making my evening-dress dreams come true. I honestly felt like I was in the presence of my fairy godmother!

Why advertise a 2-4 working day delivery timescale if you are unable to meet it?

I placed an order based on the advertised 2-4 working day shipping option. Today is the fourth working day, yet my order remains in exactly the same processing status as it was on day one, with no indication that it has been dispatched.

Due to this delay, I will no longer be available to receive the item and therefore requested to cancel the order.

Unfortunately, I have been informed that cancellation is not permitted.

I am extremely disappointed by both the missed delivery timeframe and the lack of flexibility regarding cancellation. Given the circumstances, I am now concerned that I may be left out of pocket for an item that I am unable to receive.

Regardless due to the inefficiency of the delivery I will now be returning the items for a refund once received. You will not be getting money from me for this sort of shambles.

I had a lovely experience shopping at Harrods!

The beauty event was very well organised , the staff were super friendly , the staff gave us instructions of where to go , what to do, it was a fun experience, I wish I had bought a folding chair because I can’t stand for long, also after the event the shop staff were very friendly , I had interactions with the staff on the Trinny London stand, she was very helpful , overall the day was a positive experience , the free gifts were generous and also gives you a chance to try products frankly I had never heard of. I would probably go again.

It was a great and eye opening experience on Lancome stand, I had a skin analysis by Assim,and he was kind enough to explain the results of the analysis and how I should take care of my skin.

Tristan did an absolutely perfect job of explaining the Green Egg cooking system to us and helping us to make the purchase. Tristan was extremely knowledgeable on the product and accessories and super friendly and helpful. He even brought us a coffee to make the experience more enjoyable!

Koro at Bobbi Brown did a fantastic job with my makeup for my passport photo. She chose products that suited my skin perfectly and expertly covered the dark circles under my eyes. She also gave me excellent advice on the best products to use at home. I’d highly recommend Koro to anyone looking for a caring, professional makeup experience.

Gift box of wine arrived partly smashed. I was told as ordered online, customer service cannot sort a replacement so to send back the soggy box with smashed bottle and await a refund. Really poor, did not expect this from Harrods. Will re-order a gift from a more trust worthy company, what a farce.

I purchased a Harrod-brand defective item in-store and immediately reported the issue, providing all the requested evidence. What followed was eight days of appalling customer service, complete silence and repeated broken promises:

* 8 days: Not a single response to my emails, despite providing all the requested information and follow-ups.
* First promise: I was asked to allow 48 hours for a response. Nothing.
* Second promise: After chasing again, I was given another 48 hours. Again, nothing.
* Third attempt: I called and was told that a call should have been made to me the previous day. Clearly, it never happened.
* Another promise: I was assured I would receive a call by the end of the day. Yet nothing.

For a retailer with Harrods’ prestigious global reputation, this standard of customer service is simply unacceptable. If your customer service team has no authority with the department handling cases, and no ability to follow up or take ownership, what exactly is its purpose? If you cannot guarantee a response, STOP making promises you repeatedly fail to keep. Publishing a 72-hour response commitment on your website means absolutely nothing if customers are consistently left waiting without a single word. Such promises only create expectations that your service then fails to meet. This experience has completely destroyed trust in the brand.

On 24/10/26 my sister and I visited your H beauty store in Lakeside Thurrock. We browsed round all the beautiful perfumes and was approached by a lady called vas. She was very kind , polite and helpful and went through all the lovely perfumes with us. She gave us both a free sample each of the Initio, can’t get enough parfum.
All week both my sister and I used the free samples and couldn’t stop thinking of how lovely the smell was and also what great customer service vas had given us. So one week later we both returned to see vas and tell her due to her customer service and the free samples she had given us we both wanted to purchase a bottle . We will definitely be going back.

Ordered a special treat for myself which was delivered with the box open. Item was a different colour from what I ordered, emailed customer support with supporting photos. Item could not be returned as it is perishable. A reply was expected within 72 hours but aside from a ticket number, I have received no further info. Expected better, having now read others experiences I don’t hold out much hope for speedy resolution.

First and last time ordering. Horrible communication.
This was my first and last order from Harrods. It is simply not worth the headache. They claim to reply within 72 hours, but it’s been over a week with zero updates or solution. Since no one is answering my emails, I am now forced to file a chargeback with my bank to get my money back.

Purchased some UGG boots which were on sale at at a great price, though when they were delivered to me one shoe appeared creased at the back, there were a few marks and the back loop to help you get the shoe on was very dirty and stretched... it was clear that this shoe was on the shop floor for customers to try on (also had a price sticker on the bottom of the shoe which proved me right). I do find it a little shocking coming from Harrods and was offered a 10% discount of £6 which isn't much but since the shoes were already heavily discounted, it was ok I guess. I do think items should be properly checked before being sent out though as I now have one half used shoe and one new... not really acceptable but I am overall happy with the price of the shoes. Daniel in CS was helpful.

Terrible online customer service. It takes weeks for a response. Unbelievably unhelpful.

I placed my order on 23.10.2026 and received an email informing me it was delivered on 27.10.2026 by DPD at 1240pm to my post room. The email contained a photo of a large parcel sitting on some crates.
However, all our parcels MUST be delivered inside our LOCKERS. It is the driver's responsibility to put each parcel inside. I will get a code and pick it up.
So, guess what, our post rooms did not receive it. They even checked the CCTV. I have also checked the other post room, not for my address, but just in case. They do not have it.
Contacted Customer Service by email on the 27th.October (forwarded all evidence and info); WhatsApp does not work. And is 29 today and I still did not get any response.
It feels like everybody is fine; just Im missing my package. Shouldn't they respond within 48 hours? And why is WhatsApp not working? You ask a question, and it tells you: our conversation has ended.
Does this feel like an adequate experience for 5.95 postage with a premium brand?

I do receive my parcels without any issues. Just got one from China. So, why not from Harrods?

30/10/26, 72 hours from my email & still no response from Harrods. I lost my confidence ordering online from them. I hope they will resolve this for me. Otherwise a chargeback with my bank.
31/10/26 was informed on WhatsApp that the colleague who is dealing with my case will contact me via email shortly
1/11/26 still nothing
2/11/26 had to fill in a legally binding declaration that I didn't receive the package (it's a simple form which they could fill in by themselves & let me only sign it). It might take up to 5 additional days to investigate with the DPD (that should have been done by now).
I think I don't need to say, I'm not ordering from Harrods ever again. They sell valuable items to too many people & they don't have an 'user friendly' system in place.

THE FORM was in pdf. I had to download it. When I put my signature in the top section, it automatically signed the empty section below too, (the one saying that I have received my order). So, I had to sign in to Adobe & put my electronic signature separately to the top section (which says: I did not receive my order). As I was informed I couldn't leave two signatures there. Yeah, make it difficult...why do you even need that section below? Do people confirm that they have received their order? Have separate, easy to use forms, Harrods. ....

I have asked for an oficial update. The customer service (Hakime) is telling me: sorry, I cannot rise your case until I receive the Declaration of Honour. .... Do you mean the one I have sent you at 3:23pm today? The corrected version with only one, right signature? ... Yes, he didn't even check.
Now, I'm not sure if he would do something if I didn't sent a follow up email. ...

4/11/26 Today I have received an email from somebody. The end of the email address (gmail.com), calling me by my first name, not mentioning my case number, signed (Marian blue), without any official signature (position title etc). Asking me for my phone number to discuss. I'm not going to give my personal details to email like this. This email has seven mistakes, no official Harrods signs & is suspissious.

I bought a lovely advent harrods tea calender, it arrived super quick and my mum is iver the moon with it , thanks harrods !

I was as a male a little self conscious in what i rate as a predominately female beauty store but i was served by a delightful lady called Georgia who was both light hearted but very knowledgeable and helpful.
A credit to the company.

Genesis made our shopping experience very pleasant with her warm, attentive, and genuinely helpful service. She recommended a bag colour that we loved even more than our original choice, clearly explained the membership benefits, suggested beautiful complementary accessories, and even offered us drinks. Her thoughtful recommendations and welcoming approach made our visit feel special.