House of FraserReviews 213

We recently ordered Christmas presents from House of Fraser. Big mistake! Yesterday evening our parcel was delivered, according to the courier, only it wasn't. Cue enquiries with HoF customer services, only to find there isn't any. No phone number. Just an e-mail, that sends you back the tracking information you already know is incorrect. My wife got on a chat with HoF this afternoon. When they realised we were challenging the fact the parcel hadn't been delivered they ended the chat!

This afternoon we have ourselves managed to track down our parcel. No thanks to House of Fraser! We were forced to walk our neighbourhood looking for the door as shown in the couriers ‘proof of delivery'. We eventually found it and recovered our parcel from 32, whereas we live at 132. Why? Because House of Fraser incompetently printed half the delivery label, so that the ‘1' of ‘132' was missing!

These were our Christmas presents. Yet House of Fraser did nothing whatsoever to help us, even though the problem was entirely their fault! House of Fraser does not have customer service of any sort and is a disgraceful organisation. No-one should have to deal with this awful treatment at Christmas. House of Fraser should be ashamed of themselves, although I'm sure they won't care a jot.

We certainly will never buy a thing from House of Fraser ever again and I'd advice you to do likewise. Choose a happy life instead!

You have been warned! You cannot return items after purchasing them! They will tell you that you have 28 days to return/exchange an item but when you go back they will swing every story/covid etc to prevent it from happening! DO NOT BUY FROM THIS STORE!

Paid £112 (plus postage) for some sale shoes. Then I got the shoes and they have a £95 tag on them! I don't think HoF should be charging more online than in the shops, on principle. It may 'only' be 17 pounds, but I think that's a lot (and that's excluding the £5 postage charge).

No idea how often this may happen on other purchase, and what the price difference may be on those - so I'd just say be wary of buying anything online from HoF...

(Btw I did email HoF customer services a while before posting this, to get an explanation, and heard nothing back at all)

Terrible service, borderline shady company and just disgusting behaviour.

I ordered a MK jumper as a Christmas present and was told it's been delivered. On viewing the proof of delivery it's very clear that it wasn't delivered to my address. I contacted Hermes and House of Fraser - Hermes responded after 24 hours to apologise for the missing order and confirmed that it's been misdelivered to a wrong address. Hermes advised me to contact House of Fraser for a replacement item. Every attempt to contact House of Fraser since over a week ago has ended with the same response 'the package has been delivered'. I have completed their denial of receipt form, sent the screenshots of the email from Hermes and asked for a replacement item or simply a refund but they keep saying they need to hear from Hermes directly. Well Hermes responded to me after 24 hours, why is it taking over a week for you HoF?

They don't care about their customers, terrible customer service and shady return/refund practices. This brand is a horrible shadow of what it used to be. Shame on you House of Fraser - I'm no longer interested in dealing wit you as a company, no longer interested in a replacement item - just issue my refund and let me be done with your poor standards.

Shame on you House of Fraser for treating your customers with such disregard.

I received 21 letters from Matthew from the senior advisor! 2 months of correspondence! Are you seriously? Return my money! I paid for express delivery, this product is no longer relevant to me.

I will never buy anything from House of Fraser again.

I bought 2 tops, identical except for colour, wore each once then washed them together in a 30 degree wash. One shrank by 4 centimetres, so I sent it back for a refund.

House of Fraser returned it to me, saying that they could find no manufacturing fault and I was therefore not entitled to my money back.

So I raised a complaint and included a photograph of the two items side-by-side as evidence. But they refused to budge, and subjected me to the 'broken record' technique. So I escalated it.
The response from Jan (part of the management team) said "A product shrinking within the wash is not classed as a manufacturing fault.".

So there you have it - House of Fraser does not believe that the Consumer Rights Act applies to them.

I'll give the top to Oxfam.

I received the product at a lower price than what you paid. I complaint it but they just apologies for it and refund. However, they should refund because I sent them price tag picture. Also, they are very slow to reply. Very poor customer service. I believe that manager will contact me to sort out the issue.

Don't BUY
NO CUSTOMER SERVICE
AT ALL
LUMBERED WITH£ 55 BROKEN GOODS
CEO YOUR A DISGRACE
SOET YOUR STAFF OUT!+!

Terrible customer service, plus they will refuse to refund you for postage costs should you have to send a return. Absolutely awfull.

Having ordered 2 dresses in different sizes I ended up paying nearly £15 for delivery (£9.99 DPD + £4.99 standard). I was disgusted to discover that returns are not free and I will have to pay again. They even charge £4.99 for click and collect. This is not made explicit on the returns page of the website- you need to click on the link for the returns form. Customer service is appalling. First and last time I ever buy from them - online or in store. Most companies offer free delivery over a certain amount (order over £200). Avoid. I'd strongly advise using a similar department store or reputable online clothing company.

Purchased a Tshirt for £89, when I recieved it it had 2 tags saying the price was £72. Customer service was useless and refused to refund the difference and instead directed me towards trading standards. Not what you would expect from a supposed luxury item store. Will never shop with them again

Bought a product advertised as Eau de Toilette for £52 only to find it is after shave. The product page clearly says Eau de Toilette however they dispute it as the product code on the box is correct and matches the product code on their website. Basically it's my fault as I read the english description and didn't know the product codes were wrong. The WORST customer service, still not resolved

Avoid this company for any items that need to be tried on for size. Their returns policy is appalling and loaded to deter anyone from returning something that doesn't fit. A pair of £15 canvas shoes cost £4.99 whether they were delivered or click and collect. When they were too large I discovered I would bear the return postage cost and had to post them in the shoebox! What a swindle! What appalling customer service! Avoid!

These people take your money and avoid giving you back a refund. I'm not £300 down and their £300 up... Please don't be 8fooled they actually used to be good. Gone down hill

I ordered on 13th April with next day delivery, items still not arrived. I have e-mailed customer services several times but all I get told is that there is a "slight delay" with their warehouse despatch.
So don't expect next day, 3-4 day or even 7-10 day delivery from them at the moment. I know Covid has delayed most things but they really ought to update their website & be honest with the delivery times!

I will be involving my lawyers with House of Fraser they have stayed with £1,600 purchase and they keep on passing you to different named Customer Service. Do not purchase! Be Careful!
BAD BAD BAD NEWS!

I have ordered a pare or trainers that costs 159 pounds. Besides the fact that, they arrived faulty in 3 places I have returned them and expected a full refund. That didn't happen! Using pay pall pay in 3 the first payment was for 56 pounds, but they returned 46.34 pounds! I have to chase after my own money! Why is that? Low esteem company with no bright future!

AVOID AT ALL COSTS.

On the 10th of March I had order two pair of trousers, which were dispatched on the 13th of March. They were lost somewhere on the way and House of Fraser is refusing to return my money, even though they charged me £4.99 for delivery.
They use Hermes as a delivery company, which is the least reliable courier in the UK.
This is what its written on Hermes website:
"
11:08 - Sat Mar 13
We're sorry your parcel has been delayed, we'll have it on the move in the next 24 hours"

And since then nothing.
Moreover, I have received the worst customer service from House of Fraser. They don't want to refund my money saying that they are waiting for Hermes to act upon.

Sadly I received an item in November 2020 which was not what I ordered. I was told that if I returned it I would receive a refund for the item and a refund for the cost of posting the item back to them. Sadly my postage has never been refunded. I was promised that a cheque was sent to me week commencing 7th December, it never arrived. I was promised a replacement cheque week commencing 5th January but that did not arrive. Customer services then confirmed a BACS request on 9th February but that money has not been received by me either. Please can someone refund me the cost of postage that I had to pay through no fault of my own. I've private messaged them on Facebook and emailed them a total of 22 times and 3 months later they have admitted that I'm due a refund but seemingly unable to give it.