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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

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“THEY took £900 from me. I have returned ten things totaling £900, and they are lying to me about getting something else and never getting those items, even though their tracking indicates they have been in transit for nine weeks and have never been delivered. I am unable to contact anyone at their phone number or via mail. I will not be able to receive my money back unless I contact FCA via email (fcamoneyrecsplace @gmail. com) in order to submit a fraudulent complaint against them. If you are a victim like me, file your fraudulent lawsuit against them at FCA (fcamoneyrecsplace @gmail. com). THEY WILL SURELY GET BACK WHAT IS YOURS FOR YOU”

Posted 2 months ago

“THEY stole £12,940 that was mine. Despite tracking indicating they have never delivered those things and they have been in route for six weeks, they lie about never having received the eighteen items I returned, totaling £12940. It's impossible to talk to anyone there since their staff members are liars that spread false information. stole £12940 from me. I reported them to the FCA, and after they filed a fraudulent case against them, I was able to obtain KEZOOK A FIRMS THAT AIDED ME IN GETTING MY MONEY BACK. USE KEZOOK.COM TO CONTACT THEM IF YOU ARE A VICTIM. REMEMBER TO BE SAFE OUT THERE”

Posted 2 months ago

“It is the worst company to deal in fact you can’t even deal as they don’t have contact number. Automated webchat is very limited as it is not human. I returned some items nearly two months ago and received email for conforming that they have my returns but I haven’t received the refund to Fraser plus account. I have been trying different way of contacting them but no hope.”

Posted 2 months ago

“By far the single worst customer experience from any shop I've ever had in my life. In October I received my deliver, it was supposed to be two items... however I missed the driver by 2 seconds and as soon as I picked up the parcel from my front door realised that it was twisted at the top and already opened. I looked inside and no delivery note and 1 of my items was missing - a pair of jeans.  Since then I have emailed back and forth with House of Frasers "customer service" team. I'm sure most of them are bots, most replies make no sense. Once they said they have completed their investigation and happy that Evri delivered the item ok and my "claim" was not successful. Most the time they reply to my detailed emails, including photos, evidence, full details etc after many weeks saying "can you confirm you are the account holder" even though I soon learnt you have to put that in every email.  I've had other replies that just say rubbish like "Our customer always comes first and we have done everything necessary to find a solution as soon as possible. Please contact me for any information you need.". What exactly have they done?!  More than 3 months I have been going back and forwards out of pure principal. How can you order something, it arrive open and missing, immediately contact the company and yet 3 months down the line still be going round in circles with the worlds worst customer service? Truly shocking. I will happily provide many examples of all the email chains.  Often they reply saying I need to confirm my name and order number, even though it's clearly written in every email I send to them. And I have to wait weeks for that. Then when I re-send it they reply with other nonsense like "another member of staff is already looking at this". 3 months of going round in circles!! Unfortunately it's got to the stage of me having to consult with my Lawyer, this should not be allowed to happen.”

Posted 2 months ago

“This company is disgusting, I had a £100 voucher and ordered 2 Coates £144 each. I paid £188 via PayPal and used the voucher. I returned 1 coat they refunded me £44 via PayPal and give me a £100 voucher back 🤷‍♀️ so I’ve payed for the coat I kept and have a voucher again this has been going on since Dec 23. How can this be right. You can’t talk to anyone”

Posted 2 months ago

“Plymouth store. Ladies toilets awful. Not clean anywhere. I decided not to use them. I was going to purchase cosmetics in store but as all the staff in that department were busy talking and making up each other I gave up. I cannot comment on online shopping as I’ve always enjoyed the in store experience but it needs a deep clean and attentive staff. In store Cafe Nero also dirty. Not a pleasant experience. Other shoppers I spoke to agreed.”

Posted 2 months ago

“They cancelled an order and refunded the money to a gift card. The also delivered faulty goods and then refunded the money to a gift card. I have complained over 400 times and you just get bot replies. I WILL NEVER order from them again and I can't wait for the company to go under - you won't keep customers. THIEVES.”

Posted 2 months ago

“Absolutely ridiculous. My package claimed to be delivered but tracking had it in warehouse and no email no letter in post about it being delivered nothing. I was home that day so definitely didn’t come. A full month later of “investigation” and disputing for them to tell me no money back or anything as courier claims it’s delivered. Awful customer service where I was refused a manager to speak with or be contacted by and just got a copy paste email every day of investigation underway. Disgusting way of business dealing”

Posted 2 months ago

“I returned over £200 worth of clothes via their website using their approved carrier. This was over 6 weeks ago. There is absolutely no way of contacting them. I have tried every avenue, I have not received a refund. It is outright theft. They may advertise some real bargains, and you may be tempted but unless you are happy to loose your money I would strongly advise you not to order.”

Posted 3 months ago

“House of Fraser- more like House of Thieves. I ordered three items from House of Fraser (HoF) and returned two items, with the correct returns slip and returns packaging, following the exact returns procedures. I then received an email from HoF saying my return was rejected (£150 owed) because I mailed a non-HoF item to them. I disputed this and shared the tracking details, insisting they have confused my order with someone elses mistake. They then mailed me a dress that I've never seen before in my life and is the wrong size- which I shared and asked if I could send this back to them as it's not mine. I tried to resolve this with them repeatedly, saying there was an administrative/ warehouse error where HoF confused my return with someone elses. They insisted I was wrong and refused to review any of my evidence or answer my questions as to where my actual parcel was. HoF just cheated me out of £150, sent me a useless item I have never before seen in my life, and is blaming me for their error. This is such shocking, angering, sickening behaviour. The retailer made this mistake and is blaming their system fault on me- cheating me out of £150. Feels like a Fujistu vs Post Office scandal. Will never be shopping from this retailer ever again. They've decimated their organisation and the quality is gone.”

Posted 3 months ago

“Stole £550 from me. I have returned 15 items worth £550, they lie about receiving something else and never receving those items despite Evri’s tracking sayin they have never delivered those items and they have been in transit for 6 weeks. Its impossible to speak to anyone there, their employees are illiterate sending out contradicting information and lying. HOF stole £550 from me, avoid at all costs”

Posted 3 months ago

“DO NOT USE THIS RETAILER Item not received, no customer contact details on website, very slow to respond to refund request. Don’t use this shop! 6 weeks on 14 emails sent to their Customer Services Team, two Denial of Receipt forms completed & do I have my refund? NO! Their tactics are very clear, they hope that I will give up and walk away, just like so many other customers probably do. It is appalling how they are getting away with theft by not refunding customers for non received items. I REPEAT - DO NOT USE THIS RETAILER THEY ARE THEIVES! I will be contacting the Ombudsman for Retail they should not be trading.”

Posted 3 months ago

“Been waiting for over a month for my £20 rewards to be reissued. Something thet said would only take 7 working days max.”

Posted 3 months ago

“Ordered several items online before Christmas. The order was later cancelled by a HoF team member using the online chat due to the inability to honour their next-day delivery. Having used the House Fraser Plus (credit agreement) service, I was told the money would be refunded to that account. To date, only £58 of a £262 order has been refunded. Resulting in monthly payments that are not warranted being deducted from my bank account. Having spent countless hours trying to communicate with this company, I keep being sent around the houses and told they can either not help me or they are looking into it. Worst experience I have ever come across. Looks like the next step for me is a conversation with the financial ombudsman and trading standards. Watchdog has already been contacted.”

Posted 3 months ago

“House of Fraser has a totally dodgy returns policy. £5 to return anything. Even faulty items are a problem because they ask you to contact customer services but make it viturally impossible to do so.”

Posted 3 months ago

“I have at least 8 attempts at trying to contact House of Fraser. I have emailed four times, replied to an email I received from them, contacted HOF via the web chat 3 times and yesterday drove 50 miles to my nearest House of Fraser to speak to a human. She couldn’t really help me, she gave me another email address but after thinking I got somewhere, they’ve stopped responding. I even filled in a review that I was asked to complete but had a prompt response to say it didn’t fit into their guide lines. Now they’re asking me how their customer service team did. I really want to let Rip but know they won’t print it. On 1st December I ordered some Woden Iris boots, they didn’t fit, so via HOF website I purchased a return label with Evri for £4.99 and sent them back on 6th December. I received an email several weeks later to say my return was not from house of Fraser and that they wouldn’t be refunding me. Then in the post I receive a green jumper which they claim I sent in instead of the boots. I have never seen this jumper before. All I know is that I sent the boots in and I would like a refund and a massive apology for wasting my time. I have my proof of postage receipt, a photo of the jumper and copy of my original order. I was advised from one of their online chats that my refund was on its way which it obviously isn’t, from another saying to take it up with evri which I did and still haven’t had a reply 3 weeks later and the 3rd told me to request the item again and to send back the ASOS green jumper. The assistant I saw yesterday said they had stopped answering the phone as the barrage of complaints was too much for the staff and not good for their mental health, I can sympathise with this but it would be helpful to talk to someone in person. It’s so frustrating.”

Posted 3 months ago

“Purchased expensive cream for my mum Christmas present. She opened it on the 27th and the box was empty - the pot of cream had been taken and stuffed with paper! They won’t do anything - says item has been delivered! Stay away”

Posted 3 months ago

“It's fraud company, avoid shopping especially online. I returned my products via paid courier but they rejected my return and did not refund my money about £145. I should read a review before buying from the HOF. Anyhow learned my lesson will not buying again and spread around.”

Posted 4 months ago

“HoF sent the wrong item. Twice. Each time the onus completely was on me to package up, print return labels and queue in the post office to return (the week before Xmas - You can imagine what that was like I’m sure!). Was ordered for a birthday in November and here I am on 28th December still with nothing at all to show. Was told I had to just reorder myself - once I’d waited 14 days after receipt of the returned item for them to check it before they'd refund me (the item I didn’t order and didn’t want, and incidentally was considerably cheaper than the item I’d actually ordered). No exchange. No apology. No ‘we messed up and sent the wrong thing, let’s rectify this and get the goods you ordered out to you asap and you send back the wrong goods in x days (otherwise we’ll charge (which I would have thought perfectly acceptable)). How do they think it’s acceptable to hold the goods I paid for in full back in November hostage while they check the rubbish they actually sent out, is acceptable customer service? Consequently missed not only the birthday the item was a present for, but also Christmas now. No way to actually speak to a person. Just chat or messenger. Sent two emails but both just closed down. Every time I say I want to make a formal complaint it’s ignored. No updates unless I chase and then it’s hours or days between single messages, and even then no apology. Just reiterating their ridiculous procedure that I need to do all the work to send back their error. All they are concerned with is getting back the reduced rubbish they posted out. Even said they’d knock 10% off if I wanted to keep the item they sent in error - which was a good 22% lower in value than I’d paid! Unbelievable!!”

Posted 4 months ago

“what didn't. out of stock item, delivery charges, overcharged on what I did order and no one to speak to. Your website is one big loop your web designer should be ashamed”

Posted 4 months ago

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