House of FraserReviews 213

The real metal of a business is tested when things go wrong and this is a business made of straw. The staff and systems at HOF seem to conspire together to give one of the poorest customer service experiences Ive encountered online. Rude call centre staff based in a non English speaking country, glacially slow refunds and a cant do attitude across the board. Do yourself a favour and keep scrolling if you find yourself tempted to buy here online. No wonder their financial results are so poor and unless they wake up to themselves theyre heading for worse - my view of spending my hard earned cash with them -NEVER AGAIN!

I bought few items, I was pretty sure that the website which selling things worth few hundreds pounds is worth to trust. I WAS WRONG as never before!
The courier left my parcel with my neighbour, she was going away so she left it anyway the front of my door. I haven't received anything, after 4 days the other neighbour brought me my parcel and there was missing 2 things (worth £36.50). I've had many conversations and... they said that there is no chances for refund. All what I can do is to contact Police...
UNBELIEVEABLE. I'LL NEVER EVER BUY ANYTHING from this shop! It's disgusting how they treat their customers. Expensive shop, cheap treatment. I'VE LOST MY MONEY.: [

House of Fraser customer service policy = THE CUSTOMER IS ALWAYS WRONG'. My wife bought me an expensive toilet bag for my birthday via the HoF website. Just before my birthday a random Farah t-shirt turned up. So random no connection was made with the bag and we assumed it was a gift from a friend. When we eventually made the connection a few weeks later (having opened and binned the packaging) we called HoF who conducted a warehouse investigation and emailed (rather than called us back) to tell us that we had definitely been sent the toilet bag therefore we would receive no refund. They posted back the t-shirt we had returned and hadn't ordered. Take the customers word for it? No chance. My wife has since spoken to you three times to try and explain what happened. You believed your warehouse rather than us and as a result you have effectively stolen £155 from us and left us with a worthless t-shirt we couldnt give away. The inference from you is that we are trying to steal from you. Warehouses / distribution centres never make mistakes do they? Yeah right. Try putting your customers first for a change. This is appalling customer service. DO NOT BUY FROM THIS COMPANY. We wont ever again. John Lewis would never behave in this manner towards their customers, which is why John Lewis is a thriving business and this one isn't.

Absolutely dreadful customer service. As far as the staff are concerned, in all areas, Customer Service Glasgow, the store in Altrincham Cheshire and Head Office, feel that they are right and never the customer.
As the Altrincham store was empty of customers this week, perhaps the staff would prefer to be signing on when it shuts down instead of dealing with customer issue.
On calling the call centre, despite the individual that I spoke to asking me no less than 6 times which store I had been to, he still managed to put Chichester instead of Altrincham - not even remotely similar and a complete waste of a call. He definitley should not be emplyed in customer care.
Will not shop at HOF again as I do not need the stress and lack of care.

After using my lovely Ralph Lauren bag for a whole 6 weeks the stitching came loose resulting in a giant hole in the side of my bag. I sent this back to HOF which they then kindly re sent the same dam bag back with the same dam hole in it! Apparently this is deemed wear and tear (obviously because I carry bricks around in it! NOT lol) this is clearly a manufacturing fault which they deny. Therefore I am stuck with an item that I cannot use as they state they're manufacturing department cannot overturn this decision. Customer services are rude and an embarrassment to HOF! I would therefore suggest anyone purchasing a Ralph Lauren handbag to think very carefully as neither HOF or Ralph Lauren direct will help to address any potential issues.

I returned a faulty garment which my husband purchased from them online as a gift for me. The company claim they have no trace of my husband placing the order or receiving the item back even though the faulty item was returned using the printed label which had the order number on the front and an electronic barcode. The package was also sent via registered packet and it was delivered and signed for by a member of staff so it has either gone missing or been stolen. I have received nothing but dismissive, rude and unhelpful customer service and even resorted to emailing the CEO but the assistance and the response I was received was nothing more that discourteous and uncooperative.

I will never shop with them again and advise others to do the same.

They delivered my parcel and they don't know where they have delivered. Surely they must have access to courier logs oh no going to take a minimum of 48 hours to find out where they have delivered and then a further 14 days for refund. Sorry in this day and age this is a joke. End of any future shopping at house of Fraser for me I'm afraid. Talking to customer services just wound me up. If the answer isn't in their script they just go quiet so frustrating.

Over a month after I returned goods ordered on line - two of which were delivered faulty and damaged - I am still awaiting a refund. I have spoken to numerous customer service agents, including two senior members of the "customer care" team, sent proof of postage (twice) as there seems to be no record of my returns having been received back into the warehouse, and a copy of my returns slip showing which items I returned and why (again twice), sent many emails, most of which have not been responded to, all to no avail. I have spent hours on this and might as well have been banging my head against a brick wall. Nobody has yet given me a reason why my refund has failed to materialise, and everyone I have spoken to has given me different information about its progress through the system. I have been promised call-backs, which have not been made. The last communication I received from them informed me that the matter was being referred to higher management, but I have no faith in this at all, as I received an identical email two weeks ago and heard nothing more.

It is now 34 days since I returned the items, and I am still no further forward. The incompetence of the customer service team is beyond belief, and the treatment I have received overall is nothing short of a disgrace. I do 99% of my shopping online, and I have never encountered anything like this before. I will never buy from House of Fraser again, but will stick with stores I can trust, like John Lewis.

I feel defrauded, and my next step will be to take legal action to have my money returned.

Spotted a potential error in the description of one of their products. Emailed them asking to clarify. I made my purchase based on the information they provided me. When the item arrived it became clear the information their customer service team provided was incorrect and thus the item itself was of no use to me.

Return labels inside were the pack but no clear instructions as to how to proceed with a return. I for one, have never heard of "Collect+" until now. I stuck both labels (collect+ and royal mail) on the repacked item and head out to the nearest post office to send it back. Clerk takes one quick look at it and tells me it's a collect+ package and they can't accept it there.

I head back, confused as hell about what/who this collect+ crap is -- turns out I need to go somewhere else to return this. So here I am, running around town trying to return this item that was sold to me in a fashion akin to bait & switch -- though out of incompetence, the net result is the same.

I asked them to arrange for a pickup, so that at the very least I don't waste more time getting the item with this return, and they tell me they won't for such a "low priced item".

All this hassle because they were too lazy to take out a measuring stick and measure the incorrectly advertised item's dimensions. It's not like they had to open a box or break a seal to do so.

Never shopping with them again. Period.

I purchased a discount handbag online from house of fraser. The handbag arrived beautifully but after I opened it, I found a blue copy of a return slip of another customer that the handbag was returned to house of fraser because of faulty. Then I looked carefully, I found that 2 buttons were broken in one side of handbag. I was disappointed that house of fraser sent a rejected faulty item directly to another customer.
I took the handbag to their collection point to return. What I got from the store was a tiny piece of receipt. House of Fraser told me that it would take 21 days to process refund after they received the returned handbag. Unfortunately, after a month, I totally forgot about this and very likely, I mixed the little receipt with my other shopping receipts, and I lost it.
Now, they claimed that they never received the handbag, and insisted to have the receipt to proof of return. I went to the collection store, they said they didn't keep any record and refused to help. Meanwhile, House of fraser claimed that without the receipt, they would not process, despite I had already given them the date, time and address I returned the handbag.
I asked them to investigate 1. Why did they sent faulty items to customer
2. Check with the collection point
House of fraser refused to do so. That tiny receipt of return costs me £168.
House of fraser shouldn't have sent rejected faulty item to me in the first place. They put all the blame on my little receipt. This is so irresponsible and unfair to me. They emphasized their care and good service to their customers but they refused to take any responsibility on this incident. If they didn't send me a faulty item, I wouldn't need to return.
House of fraser, shame on you.