House of FraserReviews 213

Genuinely did not realise that a company's customer service could be this poor. There are no words to describe how idiotic and frustrating my experience has been.

I purchased my items on the 7th of January 2023 and 5 weeks later I'm still waiting for these to arrive. I've contacted the help centre on a number of occasions to ask for an update as these are required for a holiday. I am continually told to be patient although they cannot give me an actual delivery date. I've now replaced the items so want to cancel the order and I am told that despite not receiving this I cannot do this. I expect that they will refuse a return. The communication and service has been appalling and I do not recommend buying from them.

Extremely poor customer service! I purchased 4 pair of shoes, 1 came in the wrong size, I asked to return, numerous emails asking for photos of the shoes, of the label, of the delivery note. Never again will I be ordering off them.

Really simple review. Avoid HOF. Do not buy from them, let them sink into bankruptcy.
I tried to return a top that I paid cash for. They offered a credit note. I didn't use a credit note to buy it so why is it they're happy to accept my cash but force me to buy from them with a credit note.
I'll tell you, because it's a con, a rip off, an opportunity to make sure they keep your cash. How is this even legal? When I demanded my cash back they simply said It's our policy. Oh yeah well my policy is to beat the $#*! out of people trying to rip me off. Let them sink in their own $#*!. Very few people in the ship on a Saturday I think says it all. Spread the word everyone HOF is a con. I hope they go bankrupt.

I seldom leave poor reviews but if I could give them 0 stars I would. Never had such shocking customer service. Got a delivery before Xmas that should have had 7 items in it (all gifts) - the packaging had been ripped and a poor attempt at re-sealing had happened, and TWO items were missing. Customer services terrible, bots and when you do get a human super slow and perfunctory. Refused to send replacements while they "investigated" then came back to say their investigation was concluded and they were satisfied I'd had all the items on the order! I could actually categorically proove I hadn't (not least as someone was with me when I opened the package who would testify, though it shou;dn't come to that!) but because the PoD image from the driver prooved that it couldn't have contained at least one of the missing items as it was a large padded jacket and too large to have fit in the packet. They are just not interested though, and I have since found other reviews saying exactly the same has happened to them. I will not be called a liar so am taking the case legal as I feel so strongly that companies shouldn't get away with treating their customers like this and blatantly ripping them off. Don't know if it's HoF fault or their courier Evri, but either way they should take ownership of things like this it's FRAUD! Please learn from my mistake and don't deal with these total charlatans!

I have ordered twice and paid more than seven hundred pounds. Some of the products are small and need refund. Not mentioned that refunds/returns are paid too. Trying to contact customer services but no reply to emails and no number to contact. Very poor service and unable to contact. WILL NEVER DO SHOPPING FROM THEM. Please be aware. Similar discounts available at other shops with easy returns/refunds and BETTER customer service.

Customer services simply do not reply to any issues, I will never purchase any goods from this company again.

I am disgusted with the service that I have received from the online shopping service from house of Fraser. I placed an order on December 11th I should have received it 3 days after. It was then delayed,then on hold. I contacted customer service numerous times to ask them to chase my order with evri. I was always told to wait. Christmas came and went,still no parcel. This was so upsetting as it was present ms for my nephews. The parcel them showed as being delivered when it wasn't. I contacted evri,they confirmed by email that this was a computer glitch and it was in fact lost in their system. I contacted hof again and sent them the confirmation email. They said this is not good enough and that they need the confirmation themselves from evri. Why am I costantly chasing this up? Surely their customer service should be doing this? I have sent in total around 29 emails to hof now nobody is getting back to me at all.
No items no refund! Absolutely disgusting way to treat a customer. This is the first and last time I will ever purchase anything from house of Fraser. AVOID AT ALL COSTS

Totally unprofessional they sent me the wrong order I ordered a pair of boxing boots so they decided to send me a pair of lady's jeans instead! When trying to contact them to resolve this I spent days talking to useless robots to have 0 results. I suggest shopping with a company that values its customers this is not one of them. Mark ashley what can you expect

I placed an order on 19th December and advised that it would be delivered on 21st December. However, I'm still waiting. It is with the courier Evri - apparently! HOF customer service is useless, and I've received 11 email replies most of which are asking form my personal details. Oh, they did give me a refund of £3 - the difference in delivery charge from next day delivery and standard delivery. I sent 2 emails to their CEO's, both of which got blocked. I sent a strongly worded letter of complaint by snail mail to their head office and attached all the emails I'd received from their useless CS. Still no reply to that. In the end, I did get success by posting a message on twitter, and now have a full refund. My message *******@houseoffraser The worst company I've ever dealt with. Their customer service is abysmal!
My advice is to avoid all dealings with this company. The quicker they go under, the better.

I was not informed that it was a further £4.99 to return items. They charge £4.99 for delivery also. I went in to store to return - only offered exchange or credit note. I chose to exchange for something else, as I would ask questions about the product, they would huff and puff and would try to close the conversation down. At one point the lady remarked rudely, "Let me finish this off!"

Parcels delivered to home instead of safe collection point whilst I was on holiday. Just dumped on my doorstep in full sight of a busy estate.
Contacted customer service who gave the worst service ever. No apology, no help. Kept me waiting for ages. Expected a neighbour to sort out their delivery mistakes. I have emailed, but no response. A load of cowboys. Do not use!

I have placed an order under order refund and told me that warehouse did not receive remaining items yet as tracking still shows items in transit. I was really shocked and surprised that how come only 2 items received as all of the items sent back in same parcel. Now I am contacting house of Fraser almost every week but do not get any positive response.there is no contact number either to speak with customer services. Such a big brand but very poor customer service. I have done a big mistake to buy from them. I hope someone will read this and help to get my remaining refund back. Thanks

Absolutely terrible shopping experience. I have spent more then £350.00 online. I wanted to return one pair of shoes and paid for return label. Then I have decided to return a different pair of shoes. Contacted customer services and was told that nothing can be done and that I have to pay for another return label. This is crazy and absolutely unactable. Pretty much all other retailers have free returns these days. Not surprised if they go into administration soon. Also just to add to this their delivery was terrible. Boxes arrived broken and some shoes were damaged.

Horrible costumer service. Item not received and not refunded. Thank god I payed with paypal because house of fraser DID NOT show any signs of trying to help.

The company offered a £50 voucher if you spent above £250. I spent £264 on 23 November but instead of receiving a voucher, I received an email saying they would check if I qualified by 5 December... well after I received the package. I persued on Twitter and received confirmation of eligibility but they said it could be the end of December before I received the voucher. Surely, the technology exists to check eligibility at point of sale and issue an e-voucher automatically? Customer service unhelpful. Whatever happened to the highly regarded House Of Fraser that didn't behave in such an unscrupulous way?

Customer service at the HoF Cabot Circus is disgraceful! My mother was chased around by a male security guard for no apparent reason. When she asked for the store manager, the situation got worse. The manager started shouting at my mother and demanded that she put her phone away in a very aggressive tone of voice as she was extremely worried that their conversation was being recorded and would be posted on social media. My mother ended up returning the products she purchased and left the store in tears! She has been scared to leave the house since and this sad incident really affected her mental health. The whole situation was humiliating and extremely sad! HoF customer services don't even care enough to take any appropriate action! I understand that the store is a target of shoplifters but this is no excuse to disrespect customers!

Useless services no wonder you got stalls shutting down all over. Paying to give a service you can't deliver. Wouldn't even give it a 1 star review.

VERY HORRIBLE EXPERIENCE SCAMMERS. I made an order back in September the money was taken from my bank account to theirs and the order was cancelled because they told me that they did not have the stock available. I have been sending emails since then and they always keep asking me the same questions over and over again ( WASTING BOTH OUR TIMES). Their final email was that they will not refund me because they cannot find the transaction!

I've stupidly bought from HoF a number of times online. You take a massive risk. Some things are OK although be warned the boxes are always in bad condition and obviously previous returns so they are no good for presents. If you have an issue then you are in for a bad time. Customer Services are terrible and even though the mistake is theirs they make you jump through so many hoops you want to just give up and write the money off (just what they want). Basically the trusted high quality brand we all knew 10 years ago is gone and you have a fancy market trader using the logo. Avoid.