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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

“Paid for jumper £43.99 which they said due to technical reasons they cannot deliver. So far have sent 11 emails and get fobbed off by different people . This company has gone from being highly respected to a shambles Beware of this company”

Posted 5 months ago

“Bought a bag online they sent the wrong bag there’s no customer service it keeps coming back undelivered, on- line chat does not work. went in store and there not interested, the policy changed last week. How convenient, how there still trading is beyond me will never use again and would advise anyone not to shop with house of Fraser”

Posted 5 months ago

“No item ever sent, tracking number is invalid and clearly a scam. All email, chat and Facebook DMs replied to by an AI bot with repeated answer they will 'get back to me'. Latest reply saying I cancelled the order, presumably so they can pretend I now need a refund (something they do not give!) Reported to Trading Standards and will reclaim my stolen money through by bank who seem familiar these scam artists.”

Posted 5 months ago

“Awful customer service, actually they don't have a customer service! Item not arrived, emails ignored .. basically theft. If I walked into their shop and took something I'm sure they would call the Police. However, they can take customers money and ignore you. Never again will I purchase anything from House of Fraser, Studio or Sports Direct as all the same company. They hide customers bad feedback too on here.”

Posted 5 months ago

“Awful service item has been lost be Evri, hof just say we are looking into it, 2 weeks later still no item and no refund. You can not speak to a person only chat bots. I wish I had bought direct from Levi.”

House Of Fraser 1 star review on 16th November 2023

Posted 5 months ago

“I had recently ordered an item from their website for delivery and they had taken quite some time to contact me back in regards to where it is and why i did not receive the item despite paying for next day delivery. When they did contact me they did provide help however again it did take quite some time for me to get my money back. Avoid!”

Posted 5 months ago

“I ordered 3 items with the house of Fraser ! I have received 1… hours eof Fraser cancelled an item amd told me I cannot have a refund until the last item is dispatched !! It’s been two weeks amd my 3rd item is still not here . I had countless responses to my messages with the same answer worded differently.. item is in warehouse etc .. I have contacted @bbc watchdog and made a claim with PayPal . I will never order from this company again.”

Posted 5 months ago

“Appalling returns policy. Don't purchase online. You have to pay postage to receive the item then £4.99 to return. The item, a child's coat, is too small and I've paid nearly £10.00 for the privilege of trying it in my 4 year old! Absolutely ridiculous. They don't deserve an online business and they are not transparent about these costs on their website.....hidden in Ts and Cs. These days the assumption is that returns are free. Will never buy from them again....be warned people....this was for one item. Bulk purchases are apparently costing significantly more for people to return. There should be a no star function!”

Posted 5 months ago

“Shocking customer service. Really need to improve. Not being able to call or get a response straight away from such a big company is poor. It demonstrates the regard in which they hold their customers. Am unsubscribing and not buying from them again. Had one too many bad experiences.”

Posted 5 months ago

“Paid a standard delivery charge of 4.99. the item doesn't fit and now have to pay a further 4.99 to return it. Won't be ordering again. Extortion at its worst.”

Posted 5 months ago

“Not the trusty House of Fraser we’re used to dealing with. Ordered a coat 2 months ago… it arrived 2 weeks ago but was too late. Returned straight away and 2 weeks on and still no refund. The customer service team are useless.”

Posted 5 months ago

“Placed an order for multiple items but still waiting for part of the order 10 days later. Asked online for a refund but that is apparently not possible as the items are in the warehouse for processing. Days later and the items have still not been sent. I am now demanding a refund. Something seems to be wrong with the process. I am £120 down”

Posted 5 months ago

“Made an order which never arrived or even got dispatched. After many hours on web chat I was told the warehouse had in issue and that I should cancel my order and then reorder. When I looked a re ordering it had gone up in price by £40. There was no issue other than them making people cancel orders due to Christmas price increases. Scummy tactics to make profit. How can you justify a 30+% increase on anything. But all is not lost there gave me my money back in a gift voucher 🙄”

House Of Fraser 1 star review on 11th November 2023

House Of Fraser 1 star review on 11th November 2023

Posted 5 months ago

“Made two orders. Both times, items missing from the packages. No communication from the company. No way of contacting them other than through facebook. Had to open disputes with Paypal to get my money back. Sadly House of Fraser is now owned by a company synonymous with cheap tat and poor service and is nothing like the House of Fraser of old. I won't be buying from them again.”

Posted 5 months ago

“Two items missing from my order!! I emailed HOF (as frustratingly they don’t provide you with a telephone number) and I explained what had happened. They replied saying the items were definitely placed into the package. They asked me to see if the actual package was damaged. To my surprise it was!! It was slit at the back and put back together with brown tape. I sent them photographs. I have not heard back from them all week. I have messaged then every single day but have no reply!!!! I am so upset and frustrated and would like my money back as I have paid for two jackets that I didn’t actually receive!!!”

Posted 5 months ago

“I bought a long line cardigan which is faulty and very poor quality . Mocha colour I saw it first. I paid 4.99 delivery and Even for returns they charge 4.99 . Evri left the cardigan outside . Informed at last minute that they were delivering .”

Posted 5 months ago

“I paid for a next day delivery service and it did not arrive. Then it has been impossible to generate any meaningful communication with anyone to work out what happened - I still have only received half of the order. I tried to get in touch via X, instagram, facebook, email and web chat, over 6 days, and still I have had no continuous reply from the same person. I am really concerned we will not get a refund when we send the goods back…this company is so underhand - can’t trust a thing they say and they aren’t saying very much!! Something really needs to be done. It is unacceptable and entirely lacking in customer care.”

Posted 5 months ago

“Shocking customer service!! One item not received and the other had damaged packaging which apparently isn’t an issue as the item inside is fine!! This was a gift so yes it is an issue as I can’t gift it to someone when the box is crushed!!!!!! Now it’s my problem to get it all returned!! Will be taking this higher!! Not acceptable at all!!!”

Posted 5 months ago

“How can you buy anything??it doesn’t tell you the material. I like to know what I am buying , particularly being allergic to certain material. I thought by Law customer should know what mew are buying.”

Posted 5 months ago

“Bought 2 PG smocks & a PG parka, arrived in 3 days, perfect 😎👍”

Posted 6 months ago

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