House of FraserReviews 213

Ordered some trainers. They delivered to my address instead of my sons. Could not speak to any one it was always a bott which went around in circles with questions. Finally got through to some one on chat who obviously did not understand my concerns. Ended up paying for return, after several emails they thought I had not received my parcel and questioned the courier. Returned the trainers but still not received a refund and had to go through the same process again. Still not received refund. I will never use again.

Terrible. You have to pay extra £5 (£4.99, they just save you a penny. Ridiculous) for items that could not be even displayed online properly or if it is a wrong size.

Recently ordered a handbag only to find out they use world's worst courier company - Hermes / ERVI. As always, the driver threw the parcel out without even bothering to knock on the door or ring the bell. If I had know they use ERVI, I would have never ordered from them As for the the actual packaging, a fairly delicate handbag was not even packed in bubble wrap or cardboard box - just a cheap thin plastic bag. Very disappointed. I hope such high street Dinosaurs with such poor overall service will be extinct soon.

House of Fraser shipped me the wrong item. It wasn't easy to get them to respond to my issue, took over a week and multiple attempts via website, email,Facebook and Instagram to finally get someone to connect with me.
To address THEIR mistake, they requested me to ship their "wrong" product back to them (and sent me the message that l have to be patient as during busy season it can be 14 days for them to process it). They refused to reimburse or ship me the right product before they will process my Return.
Negative experience on my end, business needs are prioritized over their customers; business doesn't properly address their mistakes. I pretty much just paid them money for a product l didn't want.

What store doesn't provide free returns now? I paid £5 delivery and now have to pay £5 for a return because the shoes don't fit me and if you return it in store you only get a credit note.

I will never shop here again

I returned some trousers back to HOF and for some reason, someone must have made a mistake in the warehouse, and mixed up two different returns. Because I received some random bag that isn't HOF and isn't mine, back to me in my own packaging (which means they received my trousers and have them somewhere). Now they're saying they won't give me a refund because what I returned isn't from HOF but IT IS, THEY JUST LOST IT. Surely they should be able to find this somewhere and should be able to investigate with the warehouse? I can't even speak to the courier because the mistake was made by HOF at the warehouse after they received my item. What a mess. I will never again order anything from HOF and will always tell anyone to stay away. I can't believe they get to keep my trousers and my money. People on chat were user unhelpful and just ignored me. What a disgrace of a company.

Appalling customer service. I ordered 2 pairs of trainers for correct sizing for my holiday. Ordered next day delivery so would arrive in time for holiday. A week later they arrived. The only way to contact customer service is by email. 2 days to respond. They were adamant after several emails they would only refund the difference between next day and standard delivery £5 and wouldn't provide a returns label ( which has cost me a further £4.99 upfront - not deducted from refund) Won't ever shop with them again.

No Refund for £175. I ordered 3items online and decided to keep 1 and returned 2. I was only refunded for 1 ofthe items I returned. They argued for months, eventually after submittinga Section 75 with the credit they agreed to refund me the money as long asI cancelled the section 75.I cancelled the Section 75 andthen they claimed the credit card company never returned the money tothem, even after providing written evidence from the credit card company.I'm £175 out of pocket and would never risk buying anything from them again.The company operates multiple names including Flannels, USC, House of Fraser, Tessuti,Sports Direct, Jack Wills, Game, Scotts Menswear, I Saw it First, Missguidedand many more. Not worth running the risk of never receiving your refund.Order Number HOF*******0295

Tried to return a jumper, armed with a receipt, after 20hours. It did not fit let's just say it was a very small large. They would not to refund me. I've spent thousands with that company over decades. I will never shop there again. Very angry

Order from conpanies whereby return postage is payable but seems ive been totally misled by their advertsing as not obly do you pay £4.99 devllivery fee to get your items you also pay £4.99 to return your items!

Its diabolical and im fuming at their lack of undrrstanding im paying twice for items that do not fit as advertsised

Placed an order on 14th march 2023, the order is still being processed despite they have taken payment, their complaint email or any other email does not exist, to try to get through on phone is a joke, going to get mu card provider to refund the amount because clearly they have no intention of sending the item

Absolutely terrible
Absolutely terrible.
Left with a headache.
An item I don't want.
And less money.
It is impossible to return an item.
Unfortunately it tells you at the end when you've PAID and picked the return route you'd like that you need to print something.
Well it's 2023 and unfortunately I don't have one. So I thought that's fine I'll contact them so that they can amend it and give me a QR code. Nope. May as well try to contact the prime minster you'd have more luck.
So try evri - even harder, you type in the chat the bot doesn't understand, so you send an email - shock horror no reply.
Back to square one.
So in the very last attempt I thought just go and scan the barcode at the drop off points - bingo you guessed it. Doesn't work.
So no I won't be shopping with them again they make it vastly more difficult and you could probably get the items cheaper else where anyway.

Paid for next day delivery, 2 days later no item. I emailed advising of this and the response was "it's not our fault" sort this out HOF! Then bribed I could have free next day delivery on my next purchase. I won't be shopping here ever again. 10 emails last "you can have a fiver back in 3-5 working days". Dreading what the item will be like now after this.

I'm 2 weeks on since Evri delivered the wrong parcel, i contacted both House of Frazer & Evri customer services, Evri to be fair admitted they had lost the parcel in just 3 days, House of Frazer are still repeatedly asking for the same information, stating incorrectly it had been left at a neighbours house.
I'm 2 weeks on & feel very frustrated. This is the last time i will shop with them.

I have never had such difficulties in trying to return an item. There is no option to speak online to an actual person. All replies are virtual. I have been emailing backwards and forwards for 4 days. Totally ridiculous service!

They not responsible at all
I did send back 3 items in one package, they stole one and said they only receive two of them, I asked them they have to check CCTV to find out the true. But they refused to chase it.
They do not respect their customers.
I have never buy any things from them at all in future.

The most horrible customer service you can imagine. Trying to sent back a faulty broken item from outside of the UK and trying to get a return label takes weeks and messages to mutliple people having to explain the same thing 45 times. Ending in having to purchase a label yourself after customer services puts in writing they will refund the shipping cost and then refusing to refund the shipping cost. Unbelieveble thieves and horrible people at customer service. Guess they have nothing better to do than stealing and making fun of their clients. Never buy here!