House of Fraser Reviews 

I am adding my experience here because after weeks of interaction with Frasers/House of Fraser customer service, the issue remains unresolved and unacceptable.

I placed an order and subsequently returned multiple items, including a pair of Craghoppers Women’s Adflex Eco Rugged Boots (£50), which I did not want. I have a return request email confirming that I selected the boots as part of the return.

However, when my return was processed, the boots were not included on the refund confirmation, and I did not receive the £50 refund for them.

Frasers customer service claim the boots were “not present” in the returned parcel, but have provided no evidence, no parcel weight confirmation, no intake photos, and no explanation of how the error occurred. I have multiple emails showing I selected the boots for return, yet the warehouse refund list omits them.

I am now left out of pocket for an item I returned in good faith, with no satisfactory resolution offered.

Frasers are extremely difficult to contact, and responses are slow and dismissive. I am still waiting for this to be escalated and properly investigated.

If you value fair customer service and transparent returns, be aware that refunds may not be processed correctly and you may have to fight to get what you are owed.

I would appreciate Frasers addressing this publicly and issuing the missing £50 refund promptly, it shouldn’t take this much effort for a legitimate refund.

Customer “service” is a joke, no interest to help you, long drawn out response times, little in terms of actual anything, this is a joke of a company and this day and age should be shut down, deffo one to avoid

Order arrived with one of the items missing and the other two still had security tags attached.

Customer service refused to put a replacement order 'because the items is unavailble for replacement orders'. This is probably becasue the items are no longer discounted.

Avoid this company. Very bad customer service

Can the be a zero rating. The company is outrageous and still don’t want to make a refund after item ha even returned in over 60days. The is no phone number to call and the website the and apps are pretty not usable for my complaints.

Frustrating to say the least.

When I returned an item promptly and in perfect order I could only get a Credit Note. I was told I could not use this to purchase a Gift Card for someone else. Subsequently I purchased a suitcase on line only to have the order later cancelled as the item was 'out of stock'. According to the website the item is still available. I'm finding it very difficult to get to use the Credit Note and do not intend to deal with Frasers again after using up the Credit Note, if I ever manage to.

I purchased a new iPhone from Frasers, but the order never moved past the 'pending' stage. A week went by, nothing was delivered on the proposed date, so I contacted customer service. Was told there was an error during the picking & packing process, but not to worry, because my order was awaiting imminent despatch. Another 5 days went by...but still nothing. In the end - and having read the appalling reviews on here - I cancelled my order. Despite some protesting, thankfully I received my refund within a couple of days.

I've no idea what went wrong, but I highly suspect they never had the item in stock in the first place. Either that or it was "misplaced" in the warehouse. The brand partner for this one was 'Rewards & Gifts Ltd', so a very poor effort on their part.

Overall I feel sad for this company. Especially after reading all the terrible feedback on here. House of Fraser used to be a premium outfit - up there with the likes of John Lewis and Fortnum & Mason - but oh how the mighty have fallen. It would seem that ever since Sports Direct bought them out, they've been driving the brand headfirst into the ground. Such a shame, for what was once considered a British institution 😔

Absolutely terrible.
No customer service sends you around in circles. Purchased 2 coats size 10 and 16 10 fitted me the size 16. I had to PAY to return. Took 3 days of trying every way possible to complain. Then she said when returned we will refund the postage. Also very annoyingly said if you had contacted us before hand we would have sent a label. Coat is returned and no refund for postage....so now I have to crack the code to speak to someone. NeVer again will I use this store!

House Of Fraser are a complete Joke. I have spent thousands with them over the last few years. I will never use HOF again. The customer service to get a refund is a complete joke, you cannot speak to anyone, the customer center is based in Malaysia & send polite emails saying sorry. My refund is well overdue..... John Lewis it is.....

Worst nightmare £4.99 for delivery a worst quality jacket with brand name of North face for a £100 and then another £4.99 for returning that piece of you know what. Don’t buy online from house of frasers if you wish to buy something good.

I had to return an item. First of all, you have to pay £4.99 when most retailers include pre-paid labels. Secondly, the return process is unclear. Usually, you start a return within the order itself. I paid for the return and booked a collection with Evri, but the courier didn't show up. Plus, the return is actually handled by a third company ZigZag Company, so even more confusing. Really difficult to get in touch with a real person and when I did the suggestion was to choose a drop-off option instead of a collection without considering that I had already paid once! I had almost solved the issue when the agent said he would have raised it to the right department to cancel the previous label that he disconnected me because I wasn't replying, which had been like 1 min maybe. So I have to go through that idiotic AI assistant again! Overall bad experience! I won't buy again

Ordered an item 3rd of January, contacted customer service numerous times to chase up and finally lost my patience and got a refund 2nd February.
They used some rubbish excuse about an IT system problem in the warehouse for my item was a month late.
1 star is still too high to rate them.

Recently received boots in a shabby condition looked like they were second hand worn, I returned them back and they refused to refund me, saying they had been worn. That's how I received them. Hard to get through or any sensible response from customer services. They were adamement I had worn them. Don't buy from the well known company

⭐ 1 star – total delivery chaos, incompetent handling, and very disappointing

I’m a UK web developer working abroad and ordered a laptop from House of Fraser to be delivered overseas. From the start, DPD kept sending false updates saying the parcel had arrived, when it hadn’t. Only once did they email to say they had forwarded the package to Aramex.

After that, the parcel went through Aramex → UPS → TARA USA, with each courier giving conflicting information. I followed all instructions: countless web chats, international calls, staying home for delivery, and even visiting UPS at the airport. Eventually, UPS confirmed (to me locally and my daughter in the UK) that the parcel never left the UK, because House of Fraser failed to include the required customs documentation.

Despite this being entirely their fault, the order was marked “changed mind”, emails were ignored, and when the refund finally came they kept £24 for shipping, even though the item was never delivered.

I feel let down because this is not the House of Fraser I grew up with — it’s morphed into something horrible. Extremely stressful, confusing, and financially disruptive. I would not trust them with high-value or international orders.

I ordered online boots, that arrived in absolutely appalling and disgusting condition. The boots are visibly severely worn, damaged and cut sole and dirt all over them. I asked for refund, but the customer service is ghosting me. So far this is the most disappointing shopping experience I've ever had.

Horrible can’t get in contact with them. My shipment address used by them is different my default address in my customer account. Not via chat, phone or e-mail are they reachable.

False advert on a waterproof over trouser but Item and forced to pay £4.99 return postage. Criminal! Don't buy from HOF.

Scam… ordered a cat tree, they charged me twice. Cant get a hold of anyone to cancel the order. If you return an order they charge you again… save your time and order somewhere else

What happened to House of Fraser? I remember it as the posh store, the expensive amazing quality and customer service store! Has it changed so much to stay in the race? It is a terrible service. Like others waiting 2 months for my order to arrive. Ok, it was before Xmas and some things I got in the sale....but arrived broken. Its impossible to get through to cust serv as its so busy and you got to get past the chat bot first.......then be cut off repeatedly. Then pay £4.99 to return an item which is ridiculous. Not a good service....they need to sort it out. If Very can do it successfully, theres no reason HoF couldnt.

Brought a coat on line click an collect from store but I have to wait for it to be delivered to store so basically ur out of stock click an collect it wat it says iv paid I want to collect

Ordered 18 items only 10 arrived
No information given on or when other items will be delivered