House of Fraser Reviews 

Dreadful service, well no service at all! Faulty goods arrive, Returned items and no refund appears! Can’t get hold of anyone and no response from customer service email. Do not order from them!!

Ordered in November. Order lost in post (full bedroom furniture set) then sent put another order but instead of a wardrobe chest of drawers and 2 bedside lockers they sent me 16 bedside lockers and half a wardrobe. Eventually got a refund and now can't get them to collect all the wrong items. Taking up half of my house! I have NEVER experienced anything as bad as this before. Guys please do not order of these scammers

Ordered shoes from House of Fraser, size 11. When they arrived, they were labelled as an 11 but were at least two sizes smaller, so my husband had no chance of getting into his size 11. Bearing in mind he has never bought any other size in his adult life, that size 11, and every shoe has fit until this one.
I accept that faults can happen and products can be mislabelled; however, it was the response I got from customer service. I sent pictures of other size 11s next to the shoe so they could clearly see the shoe is not a real 11, and they just didn't care. Said the shoe says it is an 11, and that is it. If I wanted to return, I would have to return and it will cost me £4.99. I will never use this company again. Why should I have to pay to send back a faulty not fit for purpose product

Online shopping experience with House of Fraser has turned into an expensive scam. They use Evri as courier which makes it worse. I am left with two deliveries not delivered to my address and photo showing random parcels ( which don't look like Frasers ones) and address not recognised. Despite multiple contact with Fraser and Evri, neither are able to help identify the delivery location. Yet Fraser have refused to provide replacement or refund. They ignore references to consumer law. Customer service is a bot that gives you the runaround on email and chat. Avoid at all cost!!!
They should not be able to trade in UK.

I am still waiting for a duvet ordered in December.
If your order arrives.... Great!
If not, you say goodbye to your money and your product.

You can not speak to a person only a bot

House of Fraser’s customer service is horrific. My order (HOF50002000890157) was mishandled for days, and there is no one to actually speak to — everything is email or chat only, even through Resolver. Their system failed to capture payment, I lost the original promotion, and they offered nothing, no resolution, and no compensation for damage caused. The process is impersonal, scripted, and utterly frustrating, leaving customers stuck with a brick wall of inaction. This is by far the worst service I have ever encountered. Avoid this company entirely.

Outrageous performance from customer services: my order never arrived but customer-services insisted that it had even though the Evri photograph of the delivery being made was not at my house! They were completely unwilling to resolve the issue and would not replace, refund or engage with the courier. In 60 years I have never experienced such appalling treatment from a supplier.

Worse online shopping experience ever!!
They lied about delivery time, and if or when It is delivered it would arrive with missing items for which you can't claim refund either.
And if you are lucky to get your parcel after waiting 7-10 working days ( perhaps with a nice apology note!?), you might have to pay to return unwanted items. AWFUL SERVICE!!!!

⭐ 1 Star – Failure to Deliver Goods, Breach of Contract

I placed an online order on 29 November for Christmas presents. One item arrived, but the main and most expensive item — Apple AirPods — was never delivered.

It is now 26 December and the issue has been left “under investigation” for over a month. Christmas was ruined, yet no refund has been issued. I am repeatedly told the item was “delivered,” but no proof of delivery has been provided — no delivery photograph, no courier name, no tracking confirmation, and no signature or recipient details.

Under UK consumer law, the burden of proof is on the retailer to demonstrate that goods were delivered to the customer. Simply stating that an item was delivered without evidence does not meet this requirement. As far as I am concerned, this is a clear failure to deliver goods and therefore a breach of contract.

We live in a household with two working adults and two children. No one is home before 5pm, we have a doorbell, and no delivery attempt was made. The claim that someone accepted this parcel is false.

Customer service has been unacceptable — delays, excuses, no accountability, and my money effectively being held hostage. Instead of resolving the issue or issuing a refund, they continue to stall while providing zero evidence.

I am now left with no option but to pursue a chargeback / Section 75 claim due to non-delivery of goods and failure to provide proof. I strongly advise others not to purchase high-value items from this retailer.

Avoid this company.

[#16632560]

Placed an order that said if you pay within the time stated it would be guaranteed delivery by christmas day. So I paid and then got an email.saying delivery would be by 29th December! That is so sly but do you think you can contact anyone? Then, to make it worse, I get a message saying "Evri" will be delivering my parcel.......

I ordered some bedroom furniture 16 days ago (7th Dec) which was supposed to be delivered on 13th Dec (originally). The date changed a few times and then said it was delivered on 17th (but it wasn't). It was really difficult and time consuming contacting Frasers and the delivery company. Eventually my missing delivery was logged. After me chasing for an update over the next 5 days (about 3 or 4 hours more time wasted) i decided to order something from Next and cancel my order but so far today i have spent 2 hours trying to contact someone at Frasers on phone or chat (chat says its closed, its 11:30am on a Tuesday!!!) to cancel my order. The FAQs and options on my account under 'Orders' to try to cancel my order without returning it do not work (as i havent received it). I need to speak to someone, I hate the way companies make it so difficult for you just to be able to chat to them. Its just really bad customer service.

Waiting on an order for weeks from HOF no contact whatsoever. Cannot get anyone through webchat or email. Absolute disgrace. Only waiting on a Charlotte Tilbury bronzer, paid 4.99 for delivery!!!! What is going on????????

Placed order for Christmas 16/11/25. First part of the order arrived with packaging damaged - customer service refused to refund until I quoted Consumer Rights Act to them. Second part of the order (which was personalised) hadn’t arrived after 30 days - again customer service were completely unhelpful (“please feel free to contact us in the new year if your order doesn’t arrive by Christmas”) until I quoted Consumer Rights Act at them AGAIN. I said I would accept the non-personalised for a discount but my order was cancelled.

Did not received my order got a picture of someones red door did not get a replacement or a refund this shop is a joke avoid at all costs

Ordered 2 items from House of Fraser both orders have been in EVRI depot and not moved for 3 days. I will not order from House Of Fraser again due to the courier they use. Never get orders on time always delayed and sit in there warehouse. Getting quite a list list of companies I don't buy from anymore.

Never buy from there, ordered stuff for Xmas, been waiting a while for them and then went to check and it said cancelled, they don’t even send an email to let you know?

Placed 4 orders to be delivered by DPD , am paying for DPD , so why have yous give them to EVRI to deliver, the worst delivery company there is , think yous have done this on purpose

Unfortunately the whole system is a shambles - orders are delivered in dribs and drabs -updates bombarding email boxes but there’s so many it’s hard to know what’s coming and when and customer service is an automated mess - good bye we’re very busy - wouldn’t take Sherlock Holmes to figure out why - won’t be back

I bought 3 items one of them missing out of the package when delivered. It was the cheapest item and only actually purchased in order to qualify for Black Friday offer - spend over £100 and get £20 voucher in January. They did offer a refund for the missing item( as they had no more earings in stock and were unable to exchange for different item) - but said by excepting the £20 back I not only didn't qualify for the voucher (which I expected) but also the receipt on the 2 more expensive items was then void - so if they didnt fit , where damaged in any way I was unable to return.
I apologize for proposing a partial refund of £20 based on the item value. I understand that you have requested a different pair of earrings with a different value. There reply below - which I am sure isn't legal

I would have offered you a replacement for your item, however it is out of stock at our warehouse.
As I mentioned in my previous email, accepting the refund will result in the forfeiture of your right to return the other two items in your parcel.

Dreadful. Order made 3/11/25 paid for same day. Order was candles with christmas wishes engraved. No further contact from day 1. Got on to customer servces x3. Order still in warehouse. Told “it still might come before Christmas”!!!! Dreadful. Order cancelled refund of course 3-5 days. !!!