SmallBizGenius Analysis
Harrods receives generally positive feedback, particularly for its exceptional in-store customer service and the quality of its products. However, some customers report issues with online orders, shipping, and customer service responsiveness.
Category Breakdown
Scores based on analysis of 280 recent reviews
Customer Service (In-Store)
9.0/10Reviewers consistently praise the exceptional customer service received in Harrods stores. Many reviewers specifically mention staff members by name, highlighting their helpfulness, knowledge, and friendly demeanor, such as staff at beauty counters and in various departments.
55 reviews mention thisProduct Quality
8.0/10Many reviewers appreciate the high quality of products available at Harrods, from luxury goods to food items. They often mention that the quality justifies the higher price point.
20 reviews mention thisOnline Order Issues
3.0/10A significant number of reviewers report issues with online orders, including delayed or failed deliveries, damaged items, and missing products. These issues often lead to frustration and dissatisfaction with Harrods' online service.
18 reviews mention thisCustomer Service (Online/Phone)
4.0/10Several reviewers express dissatisfaction with Harrods' customer service when dealing with online order issues or phone inquiries. Common complaints include long wait times, unhelpful responses, and difficulty resolving problems.
15 reviews mention thisFood Hall Experience
8.5/10Reviewers often enjoy visiting the Harrods food hall, praising the variety and quality of offerings. Some reviewers specifically mention enjoying coffee and snacks in the food hall's coffee bar.
8 reviews mention thisPersonal Shopping Experience
9.0/10A few reviewers highlight the positive personal shopping experience at Harrods, praising the personalized attention and expertise of the personal shoppers.
3 reviews mention thisPros & Cons
What Customers Love
"I booked the Pillow Talk experience at Charlotte Tilbury and was looked after by Sophie, who was so friendly, professional and helpful."
"Loved every second of wandering through this wonderful store . Staff are amazing and yes you pay good money but the quality is second to none ."
"I had a fantastic first-time experience at the Estée Lauder counter in HBeauty Chester. I was a bit unsure of where to start, but Victoria was absolutely brilliant."
"A visit to Harrods is always a pleasure."
"Being a dissabled customer i struggled a bit, but the amazing Jack came over to help me with my needs, and took me to the front of the queue and served me instantly so that I didn't have to queue in m..."
Common Complaints
"Ordered a Hamper which didn't get to recipient and got returned to Harrods. When I called Harrods Customer Service I was told the Hamper team need to deal with the query and they would be in touch. No..."
"My daughter in Australia bought me an Easter treat. Two items were missing. She phoned from Australia and after being on hold for over 30 minutes was told Harrods could not talk to her because althou..."
"Very very disappointed today . I was doing some shopping and thought to treat myself. I asked the lady for the price of Baccarat Rouge 540 extrait de parfum the big bottle she told me £525 , it wasn’t till I sat down at the EL&N cafe to check and they had given me the wrong type instead they gave me the Baccarat Rouge 540 Eau de parfum ."
"I have been a Harrods customer since I was 25 - now 64. Yesterday when I rang to book some repeat hair and beauty treatments I was asked to pay in advance. I’m appalled with this ‘new booking policy..."
"I have returned cosmetic cases twice as part of their recycling scheme and neither time was credited to my account.When I complained in store they advised they had been having issues with it and to leave it a few weeks to sort out and contact customer service if not added."
Common Questions About Harrods
Answers derived from customer review patterns
Is Harrods legit and trustworthy?
Harrods is a well-established luxury department store with a long history, but online customer experiences are mixed. While many customers praise the high quality of products and exceptional in-store service, a significant number report issues with online orders, including delayed deliveries and damaged items. Customer service responsiveness for online issues is also a concern. Therefore, while Harrods itself is a legitimate business, the reliability of its online operations may vary.
Based on 45 reviewsDoes Harrods have good customer service?
Harrods receives high praise for its in-store customer service, with many reviewers highlighting the helpfulness and friendliness of staff in various departments. However, customer service related to online orders and phone inquiries receives negative feedback. Customers report long wait times, difficulty resolving issues, and unhelpful responses. Therefore, the quality of Harrods' customer service appears to depend on the context of the interaction.
Based on 30 reviewsIs Harrods worth it for small business?
For small businesses, Harrods could be a valuable resource for sourcing high-end gifts or rewards, or for providing a luxury experience for VIP clients. The store's wide range of products and exceptional in-store service make it a potential asset for certain business needs. However, the reported inconsistencies in online order fulfillment and customer service responsiveness should be carefully considered. Businesses relying on online orders may want to explore alternative options with more reliable delivery and customer support.
Based on 20 reviewsWhat is Harrods' return policy like?
The reviews do not provide specific details about Harrods' general return policy. One review mentions issues with a recycling scheme where returned cosmetic cases were not properly credited, suggesting potential inconsistencies in handling returns. It's recommended to check Harrods' official website or contact customer service directly for the most accurate and up-to-date information on their return policy.
Based on 1 reviewsWhy do some customers have issues with Harrods' online orders?
Several factors contribute to the negative experiences with Harrods' online orders. Common issues include delayed or failed deliveries, damaged items during shipping, and missing products from orders. Additionally, customers report difficulties in contacting customer service to resolve these issues, often encountering long wait times and unhelpful responses. These problems suggest potential weaknesses in Harrods' online order fulfillment and customer support processes.
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