"Was cautious about shopping with House of Fraser momentarily when I read some of the reviews online but seriously, we were delighted! We purchased two items for home delivery. I can see people commenting on the \u00a34.99 delivery fee but given we shop both in store and online with stores inc Next and Selfridges, \u00a34.99 is on par with what you'd expect!? So, we purchased the two items for our kitchen, with an estimated delivery of the following Saturday (so 1 week) - not a problem, they were coming from one of their warehouses. That afternoon we received an email confirming our purchase, then another email the next day saying our items were due to be collected by the courier, then on the Monday another communication saying they were in the couriers hands, and then amazingly, on the Tuesday we had an email saying they were on their way! Then that afternoon they arrived! Amazing, 5 days early. Next, the packaging. Brilliant. One large box, with minimal waste packing inside - just two clever folded card shapes holding the two smaller boxes in situ - having received an order from The White Company that was ludicrously packed (a small non-breakable washbag they didn't have instore measuring approx 8\" x 5\", in a box that would have held a small suitcase, and with enough paper and stuffing that our recycling bin was nearly filled. Crazy). So, brilliant and sensible from HoF. Products are gorgeous, look stunning and are brilliant value for money. Customer service was spot on and all in all we are delighted to have shopped with HoF again after so many years. We will certainly be buying from them again."
"I ordered an item from this company, and to my dismay, it arrived covered in dirt smudges. I reached out to customer service, who assured me I could either get a replacement by sending a picture of my return receipt or take a discount and keep the item. Since I really wanted the item, I opted for the replacement, naturally.\r\n\r\nWhen I followed their instructions and sent the picture of my parcel return receipt, I was shocked to receive a denial. They then lied about the item being out of stock, despite it being clearly shown as available on their website. When I pointed this out, they shifted the goalposts, claiming it was the size that was out of stock\u2014even though it was the exact size I ordered, which was still available for purchase online!\r\n\r\nThe worst part is that instead of owning up to their mistake or even treating me with respect, they dismissed me completely. Customer service told me to wait for a refund and then rudely cut off the chat, as if I was some nuisance they couldn\u2019t be bothered with.\r\n\r\nThen came the most appalling discovery\u2014I checked my card statement, and there was an additional charge for the item! The first payment had gone through PayPal, but this second one had no notification from PayPal, meaning the company had somehow charged my card directly without authorization. Extremely suspicious and borderline fraudulent!\r\n\r\nNot only did they break their promise of a replacement, but they also showed a complete lack of professionalism, integrity, and basic customer care. To add insult to injury, the company seems to be involved in highly questionable billing practices. I will never trust them again and strongly advise others to steer clear!"
"I ordered an item from this company, and to my dismay, it arrived covered in dirt smudges. I reached out to customer service, who assured me I could either get a replacement by sending a picture of my return receipt or take a discount and keep the item. Since I really wanted the item, I opted for the replacement, naturally.\r\n\r\nWhen I followed their instructions and sent the picture of my parcel return receipt, I was shocked to receive a denial. They then lied about the item being out of stock, despite it being clearly shown as available on their website. When I pointed this out, they shifted the goalposts, claiming it was the size that was out of stock\u2014even though it was the exact size I ordered, which was still available for purchase online!\r\n\r\nThe worst part is that instead of owning up to their mistake or even treating me with respect, they dismissed me completely. Customer service told me to wait for a refund and then rudely cut off the chat, as if I was some nuisance they couldn\u2019t be bothered with.\r\n\r\nThen came the most appalling discovery\u2014I checked my card statement, and there was an additional charge for the item! The first payment had gone through PayPal, but this second one had no notification from PayPal, meaning the company had somehow charged my card directly without authorization. Extremely suspicious and borderline fraudulent!\r\n\r\nNot only did they break their promise of a replacement, but they also showed a complete lack of professionalism, integrity, and basic customer care. To add insult to injury, the company seems to be involved in highly questionable billing practices. I will never trust them again and strongly advise others to steer clear!"
"Hello,\r\n\r\nI have lost all hope of getting a response from you, despite trying to contact you via your Facebook page, House of Fraser support, and email. My order and the associated issue have been completely ignored. For a month, I have been hearing the same words over and over without any real solution.\r\n\r\nThere is total confusion. I am receiving messages from multiple courier companies, including from Israel and DPD, claiming that my order has arrived. I tried to explain to support that DPD cannot deliver to Moldova; they only deliver within the UK, where the order should be picked up by another courier company (UPS, DHL, Nova Poshta, etc.) for delivery to Moldova. This message has not been understood.\r\n\r\nAdding to the confusion, I receive notifications from DPD that the package has reached its destination, but in Moldova, UPS informs me that my order has been returned. For several days, there is no update on the status of my order until I personally reach out to them.\r\n\r\nThe first time, my order was returned after three weeks because the invoice was lost. Ironically, the English company did not know the cause of the problem, but I was informed from Moldova about this issue. I requested the item to be returned to the store and re-delivered. I accepted the promise that the order would arrive within 21 working days, but once again, I received a message from DPD that my order is in Moldova, which is impossible. DPD cannot provide such information about my parcel; only the company that picks up the order from DPD and collaborates with the UK can track the parcel.\r\n\r\nI have given one star for the review, one star for support, and one star for responsiveness. Nearly a month of confusion, misleading information, and zero help. My messages are being ignored, and even the second time, you did not strive to deliver the order correctly, even though I paid for delivery.\r\n\r\nI am sending you all the evidence through screenshots. You have completely exhausted me and took money for a service that was not provided correctly and properly. The quality of sales vs. support is absolutely unacceptable.\r\n\r\nRegards, \r\n\u015eevciuc Adelina"
"Hello,\r\n\r\nI have lost all hope of getting a response from you, despite trying to contact you via your Facebook page, House of Fraser support, and email. My order and the associated issue have been completely ignored. For a month, I have been hearing the same words over and over without any real solution.\r\n\r\nThere is total confusion. I am receiving messages from multiple courier companies, including from Israel and DPD, claiming that my order has arrived. I tried to explain to support that DPD cannot deliver to Moldova; they only deliver within the UK, where the order should be picked up by another courier company (UPS, DHL, Nova Poshta, etc.) for delivery to Moldova. This message has not been understood.\r\n\r\nAdding to the confusion, I receive notifications from DPD that the package has reached its destination, but in Moldova, UPS informs me that my order has been returned. For several days, there is no update on the status of my order until I personally reach out to them.\r\n\r\nThe first time, my order was returned after three weeks because the invoice was lost. Ironically, the English company did not know the cause of the problem, but I was informed from Moldova about this issue. I requested the item to be returned to the store and re-delivered. I accepted the promise that the order would arrive within 21 working days, but once again, I received a message from DPD that my order is in Moldova, which is impossible. DPD cannot provide such information about my parcel; only the company that picks up the order from DPD and collaborates with the UK can track the parcel.\r\n\r\nI have given one star for the review, one star for support, and one star for responsiveness. Nearly a month of confusion, misleading information, and zero help. My messages are being ignored, and even the second time, you did not strive to deliver the order correctly, even though I paid for delivery.\r\n\r\nI am sending you all the evidence through screenshots. You have completely exhausted me and took money for a service that was not provided correctly and properly. The quality of sales vs. support is absolutely unacceptable.\r\n\r\nRegards, \r\n\u015eevciuc Adelina"
