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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

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

“0 STARS IS UNFORTUNATELY NOT AN OPTION!!!! I placed an order on the 7th June2020 and i am currently still waiting on my order!!! Its july 9th 2020. I have sent a ridiculous number of emails and not received a single reply/response. I decided to contact MyHermes as the order shows on it way to the courier. MyHermes emailed me back straight away saying to contact the retailer. I Have continued contacting house of fraser for a refund and no reply!!! This is THE WORST experience i have ever have had with an online order. I expect this from Debenhams but not House of Fraser when i have spent nearly £300!!!! This is Unacceptable and i am still waiting for a response so i can request a refund and take me money elsewhere!!! AVOID AVOID AVOID HOUSE OF FRASER,”

Posted 3 years ago

“This is the email I sent to HOF, Rowena. To date no reply. My name is Soraya, I visited the House of Fraser Store yesterday. While at the store my partner and I went for Tea at the Tea Terrace. Sadly, my experience was quite disappointing, very upsetting and left me feeling angry. I'm a wheelchair user, having had a car accident. You get to adjust and manoeuvre a wheelchair, having a instinct of what is possible, or not. My partner and I went and sat at a table that was free, allowing me access to wheel my chair under the table, having recognised that the other places to sit would have been a 'tight squeeze' and impossible to sit comfortably. A member of staff, or maybe you came over to us. Instead, of asking us what we would like, asked me 'how many if ys were there?" I explained it was just the two of us, and I tried to articulate the reason why we both sat at the table. Again, the member of staff tried to direct us to the other tables, where it would have been difficult. By this point, and her looks of annoyance directed at us, my partner had enough of the ignorance and terrible customer care shown to us, asked her to move out the way, so we could leave. Only, at this point, did she seem concerned, and tried to argue her rational for wanting us too move. I'm so upset by our experience. We were not blocking anyone access, nor preventing others joining the table. Her lack of understanding, and disability awareness stunned me. No one should be made to feel they are not welcome, or a hindrance. My question to her would be "would you ask others to move" would she comment in the way she did to me to others? I doubt it... Perhaps some disability awareness training would benefit staff. I am offering my services to come and speak to staff. I do hope you take my communication seriously, as you potentially leave yourself open as a business to negative feedback, and complaints and much more. I look forward to hearing back from you. Kind Regarda, Soraya MIsiri Show quoted text”

Posted 4 years ago

“Absolutely the worst customer service I've ever experienced. They refused to return a product I bought online upon delivery when it looked absolutely nothing like it did on the website in total contravention of the consumer rights act. When I said the doors were coming off the hinges I was told to fix it myself! I will never shop there again.”

Posted 7 years ago

“Someone needs to report this company to Trading Standards. This might be me if the issue I am facing with them is not resolved soon. The gist of the matter is: 1) I was sent a faulty item (incorrectly labelled). 2) When I tried to return it, I was told I cannot even thought the item was faulty as it was outside the returns period. I exchanged a number of emails arguing my point and was told no in every response. 3) I threatened legal action as this is illegal and was instantly told that I could return the item. 4) A few weeks went by and HoF didn't refund me. When I asked why I was told they don't have the item and its lost; I will be sent a form I need to fill in. 5) Another 10 days went by and no form was sent to me. After further complaints I was emailed a form (which I still have as I have not filled it in). 6) Next I receive an email that they actually have the item so here is an e-voucher for approximately £220 pounds (for the refund) which can be only used online (and it expires). 7) I had paid the item using a credit card but again and again HoF said no they cannot refund me on the card. 8) I had drafted a complaint to Trading Standards and am also looking at other legal rights and I informed HoF of this. And of course, they (within a few hours) agreed to refund my card. 9) I still have not obtained this refund. I am told that someone will call me, but no one has. I have followed up by email a few times now. 10) I am well aware of my legal rights against this company (being a lawyer). I have seen from online reviews that other people are also facing this same issue and I will be exercising these rights in the next few weeks. I have wasted a lot of time and effort over the last 6 weeks or so in arguing with their appalling customer service.”

Posted 8 years ago

“Appalling returns policy with customers expected not only to pay £4.99 for delivery of a £15 item but also to bear the postage cost for a return. I will never buy from HofF online again snd I urge others to avoid them.”

Posted 2 years ago

“Bought a designer item and paid £4.99 for delivery. The item arrived 8 days after purchase, never known such slow postage!”

Posted 2 years ago

“SCAM! SCAM! SCAM! Please stay away from their online ordering system. I was missing 20 items from my delivery which was sent and it was about 3 months ago and they still did not solve the issue. When I contacted them first time they have told me I have another delivery coming and nothing was received. I have sent them over 20 emails so far. I have attached the package they have sent which they claim contains 34 items but as you can see for yourself it is impossible to fit 34 items in that bag! Their customer service team is the most incompetent team I have seen so far shopping online for so many years. They did not even apologised once during the process. And completely ignored me for almost one week now. I will be reporting them to trading standards. PLEASE STAY AWAY THEY ARE SCAMMERS!”

Posted 2 years ago

“I paid for delivery my order £ 4.99, now I want to return one item l got to pay again for that £ 7.5 as registered with Royal Mail, there is no way to speak customer service even on chat there are multiple choice answers nothing to deal with my query.”

Posted 3 years ago

“Having been an customer for decades I was particularly surprised to find out that returns are now at the cost of the customer, for me this was £33. When I queried it I was told it was a policy change and I should have checked the t's and c's before ordering. Given that we are in the middle of a pandemic, the only way to shop is online and we have no option than to return via the postal service - very poor form by House of Fraser and I have closed my account as a result and will not buy from them, either online or in person, again.”

Posted 3 years ago

“Absolutely disgusting service. Ordered 6 items which arrived fine. unfortunately the belt was too small and the top had a hole in.Returned both for an exchange, had confirmation email that they had received items and were processing exchange. The next day had another email that the belt was out of stock and I would receive a refund instead. The replacement top arrived but nearly 2 months later have still not received refund for £80 belt.Numerous emails have been ignored. email 2 weeks ago asking for postage proof That I had returned items to which I replied with a screenshot of their confirmation email of receiving and processing returned items, now being ignored again and am about to open a dispute with my bank”

Posted 3 years ago

“Made an order from House of Fraser towards the beginning of the lock down after ascertaining that returns would be accepted for 14 days after stores reopened for a full refund. When I received my order, which actually came quite promptly, I decided to send some items back. Stores reopened last week and I tried to return my items. I was shocked to be told that online items can only be returned for a credit note! Highly displeased with this hidden clause which catches buyers unaware. Will not be buying again once I have used my credit note.”

Posted 3 years ago

“Still owe me £70 from 27th April, sales are only good if you recieve your items and if not least that can happen is refund the money but after loads and loads of emails sent I’ve had no reply, all numbers on internet don’t go through and when shop finally opens they tell you do contact via email, will some how get my money back one day but will never use again, I remember when house if Fraser was a decent shop, beware people before spending your hard earned money here, stay away people I will be from now on, disgraceful company”

Posted 3 years ago

“Retired faulty item online it says they refund for postage if item is faulty but only received refund for item no refund for postage cost Email twice received automated email back thieves no one got back to me”

Posted 3 years ago

“Never received my order and didn’t get any response to emails I sent regarding it No telephone numbers available to call anyone.”

Posted 3 years ago

“how have House of Fraser been allowed to carry supplying items via the internet yet they have NO Contact Number and DONT answer emails when things go wrong this company should be shut down”

Posted 3 years ago

“Taken my money and even tho order got to the courier, but they returned due to being damaged I have not heard anything for a £500 order or been told my order is on it's way etc , they dont have a phone number , filled a ticket inn and 14 days later still nothing”

Posted 3 years ago

“Purchased a gift for a birthday on Thursday 30th April and paid extra to have it delivered on Saturday 2nd May- Sunday 3rd May as 3rd was the recipients birthday. Was charged £6.99 for delivery and still no sign of the item, have had to apologise to the recipient that they have not received their gift. Having to wait and see if my order will ever arrive. Will not order from HOF again.”

Posted 3 years ago

“Terrible company, missed delivery and still no sign of my order. Taken £320 out of my account and will not answer any of my emails. Avoid this company.”

Posted 3 years ago

“Ordered A pool table on the 3rd of April taken my money not had any replays to my emails and still waiting if it ever turns up”

Posted 3 years ago

“ordered goods for next day delivery on Thursday and they still haven't come and its Saturday night. they are in breech of contract as I have paid for my goods on my credit card . they use awful delivery company called Hermes who have nothing but bad reviews online .i will be contacting credit card company and claiming delivery costs back and will strongly recommend that you think twice before buying from house of fraser because of the couriers they use. I wont buy from them again online”

Posted 3 years ago

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