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House Of Fraser Reviews

3.0 Rating 7,449 Reviews

46 %

of reviewers recommend House Of Fraser

Company Reviews

3.0

Based on 7,449 reviews


Customer Service
Customer Service	1.2 out of 5
Returns & Refunds
Returns Process	Could Be Better

Read House Of Fraser Reviews

About House Of Fraser:

We are the leading, national premium department store group in the UK and Ireland trading principally under the iconic House of Fraser brand name through a portfolio of 62 well-invested stores as well as through our rapidly growing web-store, www.houseoffraser.co.uk. The House of Fraser brand is differentiated from other department store groups in the UK by our 160 year history in the UK retail market, our wide geographic reach (across the UK and on-line), our broad range of high quality premium branded merchandise offered at attractive prices, our increasing exclusive House Brand offering and our commitment to providing an imaginative, exciting and relevant shopping experience to our customers.

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Email:

cs@houseoffraser.co.uk

Location:

House of Fraser Unit D Brook Park East Shirebrook
NG20 8RY

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House Of Fraser 1 star review on 27th November 2023

House Of Fraser 1 star review on 16th November 2023

House Of Fraser 1 star review on 11th November 2023

House Of Fraser 1 star review on 11th November 2023

House Of Fraser 1 star review on 26th October 2023

Stuart Callaghan

House Of Fraser 1 star review on 26th October 2023

Stuart Callaghan

House Of Fraser 1 star review on 24th October 2023

66

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do not buy from them! They are a scam! They have not delivered items and I’ve been ignored for 3 weeks now! They WILL take your money and you will never hear from them again They ask you to review their service and when I did they rejected my review! Buyer beware!”

Posted 6 months ago

“SCAM COMPANY. DO NOT ORDER They take your money say they have shipped and the courier company say they don’t have the product. Them after multiple emails and the threat of trading standard they responded. They had the bare cheek to refund the money but not the shipping charge. NEVER OREDER FROM THEM”

Posted 6 months ago

“Very disappointed with my order. Only one out of two items arrived and when raised this with customer services, they daid that they've checked their cctv and all the items were packed and rejected the claim. This cannot be true for sure as the package I've received was sealed and only with 1 item inside of it though the invoice showing both. Hence would recomment to stay away from this retailer or order only 1 item at a time. I've googled this issue to see how often this occurs and it looks like this is norm for them sadly.”

Posted 6 months ago

“DO NOT PURCHASE FROM THIS WEBSITE I've placed and order and didn't receive a confirmation email although I created an account but when I tried to log back in, I still couldn't so I tried to create a new account with the same email and it's when I know that my money seems to be stolen. The chatbot is not and option and they didn't respond to my email and I'm not sure what to do at this point”

Posted 6 months ago

“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.”

Posted 7 months ago

“House of FRAUD! I had to return 5 items from my order from a 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! Is there a consumer rights lawyers of sort as they are clearly not planning on refunding my money?”

House Of Fraser 1 star review on 24th September 2023

Posted 7 months ago

“Placed an order only received half my order not happy and no reply from house of been waiting 2 months !”

Posted 7 months ago

“Terrible customer services, charge 5£ for returns then send you a print label when selecting print at store then to be rejected at royal mail. Avoid this awful retailer”

Posted 7 months ago

“HOF Plymouth: SO much potential VERY little effort! What a shame , this department store should be the pride of Plymouth like it is in Bristol, instead its a sad, unloved, uncared for miserable shop and some of the staff too, particularly the ladies at the men's department! Invest so money, choose better collection, refurbish all changing rooms with hooks and chairs and away from the till! The changing room in the mens department by the till is simply a joke, first of all you get looked at with a suspicious look and when asking for help you get "the look of Eva Braun" from the cashier! This department store could be the heart of our city. Do your display windows and remove all decals its tacky for god sake you have SO much incredible items to display, You should have the best window display in Plymouth. And the restaurant !!! its like a seen of "Dinnerladys" , a very very tired decor, scene of the Blitz , a huge empty space!!! What is wrong with you people don't you have any vision? This is a premium position with a incredible view! It is so sad that in England the owners of all those big department stores have no interest, no vision and are incapable of managing these kind of stores. Your customers don't want to buy online, we want to touch, to feel, to enjoy a day out shopping... think about it.. And start by removing the delivery charge when your customer orders online and go and pick up the item themselves at your stores! This is outrageous! YOUR customer make his way to YOUR store after purchasing online and you charge them for it?!!! This is a very very bad management decision. Date of experience: 10 September 2023”

Posted 7 months ago

“I would rate 0 if i could - they have stolen my money and lied about my returns. Do not use this company. I am having to claim theough my card issuer to get my money back”

Posted 7 months ago

“Totally disappointed with House of Fraser, I purchased something on line which was not as advertised, I paid for delivery and took the item into store to return to be told they work as separate entities. I then returned through the post and paid again! Shockingly poor service - I predict another Debenhams for HoF. Excellent Customer Service should be your primary aim not costs. I for certain will never shop there again. John Lewis will be my shopping destination.”

Posted 7 months ago

“I wish i can give negative 5 stars worst company to deal with i have issues with two orders i dnt know why i placed order again . On top of the worst customer sevices these scammers use evri delivery services . I ordered 3 items at such a discounted price i cant believe and then evri driver updated delivered with picture outside my house i went out n nothing was there complained waiting waiting waiting . Other order i placed pre order on 6th august and nothing since then tried to contact scammers customers service but no way to reach them they dnt even reply”

Posted 8 months ago

“It’s Disgusting that Mike Ashley is trading his company on the house of frazer name No refunds on in store items 4.99 delivery plus 4.99 to return House of frazer never traded like this. Should have let the company go into liquidation rather than give this rogue a good name to trade his way on . I can’t see that I’ll be shopping with him again”

Posted 8 months ago

“I paid delivery 11.99£ for next day The item come small and now I have to pay another 4.99£ for returning. Very disappointed of house of fraser Should be returning free!!!”

Posted 8 months ago

“Dreadful customer service from the so called "manger" of Evans Cycles at House of Fraser in Sutton Coldfield. Very smug and arrogant and would not even give his name. No wonder there is never anyone in this store”

Posted 8 months ago

“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 !!!”

House Of Fraser 1 star review on 22nd August 2023

Posted 8 months ago

“Delivery.. Placed an order on the 28/7.. paid for and the parcel is stuck with no tracking status updates. Tried the webchat and the chat ends before l even get the chance to respond. Sent an email as suggested on the website, got a response and again radio silence.. so just spending my time chasing and chasing. Very unsatisfactory and un happy customer.”

Posted 8 months ago

“I got 170 with of stuff sent it back to them kept a pair of shoes at 6 pounds they are charging me 41 pounds I got no help what so ever can someone help”

House Of Fraser 2 star review on 2nd August 2023

Posted 9 months ago

“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.”

House Of Fraser 1 star review on 24th July 2023

House Of Fraser 1 star review on 24th July 2023

Posted 9 months ago

“House of Fraser can provide some nice products but it's customer service is terrible. You have to pay for orders and returns and cannot even get your money back on inhouse returns (like Sports Direct). I recently ordered a pair of shorts in the same size as other items I ordered but it was so inaccurate in its sizing (far too large) that I sent pictures proving my point and asked that they cover just my return postage. They refused. I would avoid shopping there again for this reason. Nicola, Lincolnshire”

House Of Fraser 1 star review on 19th July 2023

Posted 9 months ago

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House Of Fraser is rated 3.0 based on 7,449 reviews