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House Of Fraser Reviews

3.0 Rating 7,458 Reviews

46 %

of reviewers recommend House Of Fraser

Company Reviews

3.0

Based on 7,458 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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 10 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 10 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 10 months ago

“I recently tried to purchase a coat from HoF. It arrived and was the wrong size and so I returned it following the instructions. The goods were then stolen by someone at HoF warehouse and despite proof that they have been returned HoF are refusing the refund. I would strongly advise against shopping at this online retailer. They do not offer the same level of service or risk cover as other major department stores and you are likely to be left out of pocket if there is an issue.”

Posted 10 months ago

“House of Fraser refuse to refund or exchange when they have sent out an incorrect item. They have the most awful customer service stating that ‘styles may vary’. I’m sorry but if I order an item online I expect it to be right and if not then the least I expect is a refund or an exchange. This is the worst company I have ever dealt with and I would avoid like the plague.”

Posted 11 months ago

“I paid £9.99 for next day delivery (presents for My Twins Birthday). The items arrived THREE DAYS LATER. I asked for a refund of the next day charge, but was refused. Why offer a service that simply doesn’t work. It’s a poor show HOF”

Posted 11 months ago

“I bought a couple dresses in store for my friend who is unable to go out. One of the dress doesn’t fit. The store won’t refund it, just credit note or exchange. The cashier didn’t mention anything and the only large sign on the wall is : returns and exchange. I assumed returns meant you get a refund. Very bad move from HoF. No wonder ,one of their remaining store is very quiet. I won’t shop there again and will advise the many people I know not too either.”

Posted 11 months ago

“I cant believe that a store that had such a good reputation has gone down in every respect. I ordered a birthday present online and changed my delivery address to the billing address, yet my parcel was sent to an old work address via Evri. I tried desperately to contact Evri - only to be told that I had to contact House of Fraser. There appears to be no way of speaking to a human and the so called 'chat' only covers a limited range of subjects. Very very frustrating and I am not likely to buy from House of Fraser again. Both House of Fraser and Evri ducking behind automated systems to avoid actually dealing with the problems customers face.”

Posted 11 months ago

“Wrong item sent. Impossible to contact online. No free return so after paying £4.99 to receive a wrong item, I’ve now got to pay £4.99 to return it. Second time I’ve had this issue, thought I’d give them another chance and regret doing so. Shocking customer service. Would have given no stars if that was an option.”

Posted 11 months ago

“I placed an order for a dress priced £100 and got a Tottenham Hotspur children’s top priced at £29.99 from Sports Direct. I had accidentally keyed in the wrong email address so I don’t have an order number and the emails from HoF are going nowhere. I will NEVER buy from HoF EVER AGAIN. Customer Service is non existent!”

Posted 1 year ago

“Absolutely rubbish return / exchange policy. They will charg around £5 where all the online retailers are offer free exchange or refund. Enen they don't allow to exchange to their shop if you buy it from online. Definitely it's my last time to shopping from them.”

Posted 1 year ago

“Bought wrong fit shirts and found could not get a refund, only a Credit note. Not sure even if this is legal? In any event not good business, as I was only there as I was in town for something else. No branch near me, and if the Birmingham one is typical it resembles a jumble sale.”

Posted 1 year ago

“Worst company ever .I ordered an item 3 weeks ago.Then I had a email from “Hermes “ they are waiting for my item .That was 3 weeks ago so email the company ,after 2 days somebody asked me For my names and my phone number for security check .I sent about her email with the info they wanted ,after another 2 days they emailed me back asking if I’m the acc holder 🤦‍♀️.At that point I said to them it’s ridicules and irrelevant all those questions .After another 2 days they sent me another email to ask me for picture of the item and the product number of the item + that they are sorry to “heard” that the item was wrongly delivered .It’s like total scam ,so I emailed back I want to speak to a manager .Still nothing from them .It seems like their customer service is in India or somewhere else ,many company do that for cheap labour .I won’t leave them like that tho .Totally waste of time ,those people jump on my nerves”

Posted 1 year ago

“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.”

Posted 1 year ago

“I did get my refund eventually but they charge £4.99 for delivery and another £4.99 for return which seems crazy to me, so tenner wasted on nothing basically. Won’t order from them again. Especially after reading others terrible experiences.”

Posted 1 year ago

“Appalling customer service. I ordered 2 pairs of trainers for correct sizing for my holiday. Ordered next day delivery so would arrive in time for holiday. A week later they arrived. The only way to contact customer service is by email. 2 days to respond. They were adamant after several emails they would only refund the difference between next day and standard delivery £5 and wouldn't provide a returns label ( which has cost me a further £4.99 upfront - not deducted from refund) Won't ever shop with them again.”

Posted 1 year ago

“Damaged item sent online and refused to accept return at local store. Say online business separate to stores. If that’s true stop misrepresenting self as a store with online facilities. Terrible customer service.”

Posted 1 year ago

“No Refund for £175. I ordered 3 items online and decided to keep 1 and returned 2. I was only refunded for 1 of the items I returned. They argued for months, eventually after submitting a Section 75 with the credit they agreed to refund me the money as long as I cancelled the section 75.I cancelled the Section 75 and then they claimed the credit card company never returned the money to them, even after providing written evidence from the credit card company.I'm £175 out of pocket and would never risk buying anything from them again.The company operates multiple names including Flannels, USC, House of Fraser, Tessuti,Sports Direct, Jack Wills, Game, Scotts Menswear, I Saw it First, Missguided and many more. Not worth running the risk of never receiving your refund.Order Number HOF40000072940295”

Posted 1 year ago

“The order was processed with the wrong sizes. Every single item defaulted to the smallest size. Refused to refund return costs Replacement got delivered somewhere else and lost by Evri The customer service is email only and shockingly bad I guess House of Fraser don't really care about their reputation any more”

Posted 1 year ago

“Theycharge £4.99 delivery AND £4.99 if you need to return items!!! Scam rip off.”

Posted 1 year ago

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House Of Fraser is rated 3.0 based on 7,458 reviews