House of FraserReviews 213

I ordered a bike for my son at a good price. They dispatched it with DX and they moved it between Northampton and Nottingham making no attempt to deliver it to my address. I raised this with customer service people on many occasions and they said they would resolve it, but they did not and this went on for over one month without delivery being attempted. They then cancelled my order without asking me and my 12 year old son is now left without a bike. They will not reinstate my order and I am unable to order another and certainly not at the price I paid.
Extremely disappointed in the service received

Racially abused by customer service asians will only help other Asians I was told by customer service

House of Fraser are negligent when giving a refund. My returned item has disappeared and replaced with a used item which was not even purchased from their store. My refund has been rejected. My only conclusion is that the True religion men's track bottoms which I sent back have been taken and replaced with a used very large ASOS ladies shirt, therefore not matching my order/ product code label.
The staff are incompetent and quite frankly thief's. I have sent 14 emails which has reached 14 different people who can not resolve this query. I will not purchase from there again. Very disappointed and I will Pursue with this until I get my £58 back. They even had the audacity to send the dirty used shirt to me!

If I could give no stars I would. Their delivery service is shockingly bad. I was emailed to say they tried to deliver on 2 occasions, I was in on both days, and the third time I tracked the parcel they said it had been delivered and they emailed me a photo of some random house.
House of Fraser then said I needed to fill out a non delivery form and a dispute with dpd. I then received an email to say the delivery was compliant and the case was closed. The item cost me £120 and I haven't received it.
This is the second time this has happened with an order from House of Fraser, I'll never order anything from then again.
Stay away would be my advice!

Ordered a number of items, one should have been a 3 piece outfit for an 18 month old. Security tag still attached to the t-shirt and hoodie correct size 18 mths and the trousers were for a 0-3 month old. Bag they were in had clearly been opened and it looked like a return that was poorly packaged. To return, I am supposed to pay £4.99 (items was £14.99) although it suggests as it is faulty, I should contact Customer Service - good luck with that as no number or email provided. This is a joke as a company which I shall not be using going forward and I will make sure to let everyone I know what a sham it is.

The customer service agents for House of Fraser are rude and the most unhelpful of any department store.on the chat function, they have no power to do anything apart from sending automated replies, seriously the chatbot is more useful! No wonder they are going out of business

Only one of the 5 items was delivered in my order.
I filled it the contact form as the live chat wasn't working at all.
I waited for many days but there was no update and no one bother to reply to me until I got Resolver involved.
After nearly a month, HOF was finally willing to declare the items were lost by Evri and a refund was processed. However, they refused to refund the delivery cost, no matter how I explained to them that it's not fair to me in numerous emails.
That only item I received was the cheapest item in my order and it's no use to me without the rest of my order.
Not only I had to pay the delivery for a failure delivery, but also to pay another £4.99 to return that items.
HOF customer team were the worst I had encountered. The whole experience was time consuming and stressful, paying £10 for nothing but stress and frustrations!
I won't shop with HOF again and I won't advise anyone to do so.

I will NEVER buy from house of Fraser again. I bought a dress and some shoes, returning both within a week and at the same time. They sent me a letter to say that they weren't refunding the dress as it must have been bought from somewhere else?! Despite 24 emails being exchanged I am back to square one where they are saying the warehouse doesn't have my items? This is 6 weeks ago. In the middle of this they asked if I wanted my items back! They are acting completely unlawfully.

No refunds provided Not explained at point of sale staff are rude when you can eventually find someone not standing around talking to other members of staff and have no customer service skills.
I have been given a gift card which is a paper till receipt (not an actual card) once I have spent this I will never shop here again!

There is no customer service at all.
No contact number to contact anyone.
I ordered on 4th of October and still waiting for order there are no updates what so ever.
House of fraser is acting like fraud small companies where they take money and there is no one you can reach for any problems.
Delivery charge is horrendous aswell
I can't believe having all those high quality brands and they act like some guy opened company in India.
I will 100% avoid house of fraser from now on

I ordered a maxmara coat and a timberland puff jacket. I had to return them because
They didn't fit. They did not refund me because the items were changed during transport or warehouse. God knows what happened. They can't investigate and issue me a refund. This is so outrageous and disrespectful. I was a regular customer and I just lost £530 in order. I am so sad and disappointed. Will never order from them and I lost my money.

Awful online shopping experience

Ordered a pair of boots online that were too big, refund policy is a ball ache and I should have read before ordering, you can't make exchanges or return in store - only option is to pay for the return (as if I didn't pay for delivery as well!)

Then, the company sent me some random children's clothes I've never seen before with a note saying they couldn't refund the boots because I sent back the wrong item?! Now I have neither the £70 pair of boots nor my refund, customer service say theres nothing they can do

Awful services, awful company, never shopping with them again - no wonder online retailers are killing off these high street dinosaur chains

I'm so disappointed in the costumer service and the courier (Evri) that they are working with. I purchased the next day delivery and didn't received my order after 5 days, so I had to chase it and find out that my parcel is getting returned to the warehouse, without updating me.

I had to return 5 items from my order from House of Fraser. As soon as I submitted the return, I received an email, informing me that I was returning 1 item only with the reason that I never chose as an option for any of the returning items. The attached return label however was correct, so I asumed that the message in the email was a system error.
Few days after posting a return I have received a refund for 1 item! What a coincidence!

Tried to contact the customer service via chat. After waiting for 15 mins, chat was closed saying that I took too long to respond!
Sent an email and got a responce that they can not overrule the warehouse decision, therefore I should accept only 1 item being refunded!
Contacted them again, asking for investigation as to where the rest of the items gone, was told again that the person who received a delivery confirmed it was 1 item only.

Sent several emails asking which warehouse was the return processed at, if they actually have opened a parcel and asking to check CCTV. Guess what? All my questiones remained unanswered.
Every responce takes 5 days to a week.
Asked for a customer service number, was told that it does not exist.
After 4 weeks of exchanging emails back and forth, they finally asked for a proof of postage. Evry however already used the same tracking number for another delivery!

It either seems that their staff are stealing and they are not doing anything about it or perhaps they are doing it on purpose, so they can just relist stuff on their website and sell it again. Double profit!

They stole £185.00 worth of goods and trying to sweep it under the carpet!

I returned three items and they only refunded the cheapest. Customer service is non existant you cannot call any one. They have lied and lied about the other items. I am having to try with my card issuer to get my money back - avoid this fraudulant lying company at all costs!

At the time of writing this I am still waiting for an update on my order. I have contacted Customer Services twice and been fobbed off with no answers regarding my order, just said it was pending at the Warehouse when it should have been delivered 3 days prior. They blame their courier network, however in my account it says that it hasn't even been dispatched? Feel lied to and so disappointed, never have I received this abysmal service from any other store, ever. Terrible company.

I purchased 2 Michael Kors purses, 1 Pink, 1 Black not a cheap buy, on same order same day, the black one arrived no box just a plastic bag, next day the Pink arrived in a beautiful Michael Kors box.I went on chat 20 mins they cut me off, went back on chat after 14 mins they asked did I receive the purses,YES, I did but as both purses were for sisters, how can I hand one in a box & one in a plastics bag? All I wanted was the box sent, Not Possible I received the purses end of, is this what House of Fraser has become? I spend a lot of money with HOF, customer services is diabolical, you can't phone, it's chat/ email, these were purchased online & no one can assist with the problem, you've paid so what's your problem‍ is the attitude, I will think carefully when doing my shopping in future as there is NO after sales service, thinking of all the other giants that have fallen already, HOF is not listening. Oh & I was charged p&p on both but ordered together? Soo upset & Angry

I Paid for next day, my order failed to arrive, and was 18 hours late. I had Evri courier email saying they had the parcel for delivery (they were excellent) but, HOF email saying it hadn't left the warehouse totally confusing! They then refuse to refund next delivery charge and only sent a "free code" for a future next day delivery, which is useless because I won't be shopping with them again after the exchange of emails from customer service dept.
Don't shop with this lot, HOF used to be quality gone down the pan now!

My recent experience with House of Fraser (HOF) has been nothing short of a nightmare. After ordering several items from their online store on 11/04/23, I received my package on 17/04/23. Disappointed with the quality & sizes of items, I decided to return some items as "no longer needed". HOF accepted my return on 25/04/23.

Here's where the real frustration began. The merchant had the audacity to insist on using their choice of a delivery company for the return shipment. HOF generated automatic returns label via Evri.

After dropping off the return package on 25/04/23 and tracking it, I noticed that, the delivery company's tracking showed no updates from 27/04/23. I immediately contacted the merchant to inform them about the situation, hoping they would initiate a refund promptly.

To my utter shock, House of Fraser refused to take responsibility for the lost returned items, placing the blame squarely on the delivery company. HOF conveniently brushed off the issue, disregarding the fact that it was their decision to use an unreliable courier that caused the problem.

Not only did I lose my trust in their products, but I also lost my money for items I no longer possessed. It is beyond disappointing to deal with a merchant that shows such a complete lack of care for their customers. As a consumer, I expected the basic principle of fairness and accountability.

The refusal to refund for lost returned items is a clear indication of their lack of professionalism and customer-centricity. A reputable merchant would have acknowledged the problem, taken immediate action to resolve the issue, and refunded the customer without hesitation.

I strongly advise against doing business with House of Fraser. Their negligence in choosing a reliable delivery partner and their unwillingness to address the problem appropriately demonstrate a complete disregard for their customers. Save yourself the time, money, and frustration by seeking a more reputable and trustworthy merchant that values its customers and stands by its promises.

I recently tried to purchase a coat from HoF. It arrived and was the wrong size and so I returned it following the instructions. The goods were then stolen by someone at HoF warehouse and despite proof that they have been returned HoF are refusing the refund. I would strongly advise against shopping at this online retailer. They do not offer the same level of service or risk cover as other major department stores.