House of FraserReviews 213

To whom it may concern,

I would like to make a formal complaint that happened at the House of Fraser store in Wolverhampton on the 29th October 2022 around 12pm.

My fiancé was looking for a new foundation and we came across some sale items. We opened the boxes to look at the colour and noticed that the foundation had already been opened and used as there was dry foundation in the pump. The security came over to us and said in an aggressive tone 'You cannot open them, they are unsellable now', to which she explained that they had already been opened. He called over the floor manager and my fiancé had to prove with a random bottle that they had already been used and opened. The security's attitude was unbelievable with the response. My fiancé had to tell the floor manager that she suffers with anxiety and panic attacks and no longer wish to shop there. The situation was blown out of proportion which caused her to have a panic attack in the shop and I had to carry her to the car.

She has been intimidated with the same security man in the shop 4 months ago, was followed around the shop and made to pay even though she wasn't finished shopping... she had her bank card in her hand.

I am absolutely furious with the situation; her condition is a hidden disability.

I look forward to hearing your response on the matter.

Failed to send entire order on two separate occasions, then refused to issue refund. Stealing my money. They are thieves. Do not shop them, they will rip you off.

Part Oder delivered with no promotion gift as per order. Cancelled order on notification that only part would be delivered but this was ignored and now want me to pay for postage for return. Customer service non existant

Sent faulty, used goods but refused to refund delivery or return charges. Emails take days to be answered, if at all, yet nothing is sorted. The same information is asked for again and again by different agents, despite already having it. As an example, I received a response to my email, asking for my customer number which was marked in bold on the email they were responding to. Total joke. Never again.

Terrible, terrible customer service and refund policy. They delivered the wrong item and expect me to pay the postal charges. The postal charges are more than the item bought. It's a joke.

Be aware if you need to return anything it is a nightmare, can't use the returns portal for the returns label and QR code, tried several times. Impossible to speak with any one, all automated response. Shocking service and by looking on Facebook, trustpilot and twitter many others have the same issue. AVOID THIS STORE AT ALL COST ITS GONE RIGHT DOWN HILL SINCE SPORTS DIRECT JOEY TOOK IT OVER!

Delivery was okay, they always charge for delivery. The items received were box t shirts, one of which a pack of two. The RFID was missing, battered box and the items were shoved in like if it was returned and then sent to me. Can't call hof, no one available on web chat, so you have e to email them. They delay the process until you get frustrated and give up. Not fair I have to pay for return, and then they reject your return. This company should go bust.

Wrong item sent... no issue, i get mistakes happen.
Trying to get items refunded/replaced is a nightmare.
Firstly only a chat bot wheich a massive wait time to speak to someone. That someone is obviously fielding many people at once: when they do finally chat to you, its 5 minutes to respond. Makes a very long drawn out conversation.
Wont refund or replace the goods until they recieve the origionals. I understand the reasons here too.
But sadly the courier has been booked on multiple occasions and each time does not show.
So im stuck in limbo with no refund or exchange as no one will collect the goods. And sadly no one seems to care.
So looks like im stuck with the wrong item and no refund.
Grrrrrrrrrrrrrrrr to say the least!

I was sent an incorrect item which I returned paying the postage needed.

I correctly completed all the required paperwork.

I was then amazed to have the item re delivered because House of Fraser cannot trace the item.

I was told to provide the correct invoice/order number which I had.

The problem is that the order recites the reference number of the item I want and ordered but the dress they delivered has a different stock number.

You cannot phone and speak to anyone and the chatbot does not cover such an eventuality.

I cannot return the item again for a refund because HOF cannot trace it.

I am effectively being called a liar and by the time they sort this out the time for return will be passed.

I have complained by email and gone to Resolve... a huge amount of stress and inconvenience when the fault lies entirely with HOF.

My advice is to never order from this company and I will not do so again.

5 delivery charges £5 return charges total loss £10 received wrong size cost me £10 for notthing very disappointed from them

Quick delivery, easy to order, but 2 items I ordered were tatty... clearly returns by someone. Box of Kalvin's just stuffed in an opened tatty box and a candle with the box also torn and ripped, both these are gifts for someone NOT IMPRESSED. Returns £4 plus the delivery charge works out an expensive loss to me, won't use again

I don't usually write reviews, good or bad, but I am really frustrated with this company. I recently made an order online, which was accepted, then cancelled two days later. I then reordered, as per their advice, and this consignment was successfully processed and delivered. I then received an email from customer service, informing me that the cancelled order was a mistake on the company's part and was now being processed for delivery. I wrote back, asking them not​ to process the cancelled order, as I had reordered since, but was told that it was too late as the parcel had already been passed on to the courier. This parcel was eventually delivered, so I therefore received two identical orders and was charged twice.

I sent the mistake back, enclosing a note detailing my name and order number, as no paperwork had been included in the parcel, unlike the legitimate order. I also had to send an item from the legitimate order back, due to sizing issues. I sent them separately, to avoid confusion, but nevertheless sent both parcels on the same day, at the same time, using the same delivery method. They successfully refunded my one returned item, but claimed to have never received the other parcel (their mistake!) and so declined to action a refund for the order total, which came to £90; just over a day's work for me.

I spent one month patiently exchanging e-mails with three different employees in customer service, to no avail. Each essentially told me that there was nothing they could do. Nor did I receive any kind of apology from the company, at any point. They have totally lost my respect and custom. I will never shop here again.

Customer service terrible. Selling items with images of stock they don't even hold. And put in the tiny text to say they can send any other item. But not the item you ordered. Will never use again

Worst customer service ever. Emailed and tried to discuss over chat and the staff are so incompetent. HOF cancelled my items in error and haven't even bothered to rectify the issue. They tried to give me a code to use online for a "discount" and it didn't work and when I tried to contact them and tell them, they didn't bother responding to any of my emails or chasers. I'm so disgusted and will ensure no one from my friends or family risk shopping here.

Terrible customer service from Giorgio Armani's assistant in Bristol (the 'expectant' assistant.) She 'refused' to colour match for a foundation. Not helpful at all! No thank you for purchase and very stand-offish. Smh

Poor poor poor, no assistance in store if ordered online. The website puts wrong items into my basket. I discovered once I went to pick up instore. Staff limited and fed up. No assistance in resolving the issues the brand created. Redirected to online assistance customer services. Spoke to Dayang sending all videos of fault and fact I was sent wrong item even though it displayed exact item in order, with wrong description. She failed to understand was incompetent did not sort my problem. Told me send it back and pay for postage. Lack emphatic and it's frustrating as the online experience was awful and put me off shopping online for ever. House of Fraser do not deserve to have clients. When running a sham of a store it's a
Mess have not respect or consideration when customers are purchasing as was needed for an event. I will be sending all items back for a full refund. Do not spend your money in this store and they need their staff to train in customer services and rapport. It's a disgrace and ashame. When I sent Dayang the video of the fault in their online page she still did not understand my query and was unable to resolve. As you can see I put the mid wash into basket and it selects black/blue but still has the mid wash misleading me that I am purchasing required item. This was discovered one I picked up. I sent the video to ensure they understood my query and when she first responded she did not even make sense in her communications. Attached below. This is the rubbish that has to be dealt with and customer online shopping experience down the drain. Brands like this ruin industries.

If I could give no stars I would. House of Fraser are a complete joke. Their customer service is appalling. I will never shop here again. They deserve to go under and stay there. My complaint had to go through Resolve as I was not being helped by their incompetent employees. I truly am disgusted that in these times, a business doesn't value their customers. Unbelievable.

"Hello, today I had a very bad experience in the Norwich branch. I was choosing a lipstick (in the sale area) and found one I liked the name of, but I couldn't see the colour since the box is gold only. There wasn't a tester out with the same lipstick colour. I opened the box - only to check the colour (I didn't open it or test it). The brunette woman in the photo attached appeared and started shouting at me. She didn't offer any help, or ask if I needed any help (which I did) then walked away abruptly and carried on gossiping with her colleague, leaning on the counter. First of all, I would of never had to open the box if there was a correct tester for it, secondly, she could of offered some form of help (since that's her job), and of course could of spoken in a different tone. I haven't received his kind of customer service before in your shop, it was very unprofessional and uncomfortable. I did purchase the lipstick since it was a great deal, but after that experience I decided to get the rest of my beauty products that were on my list to buy today in John Lewis instead.

Become a complete joke since sport direct took over, half my order was missing and it was not shipped separately. Then they say they look into it and never get back to me again,