House of Fraser Reviews 

I didn’t want to rate them at all. The have made me out a liar saying all items were delivered when in fact they were not. Customer services I received was appalling took 6 days to respond to me emails . Never use them again or recommend them .

I was always been happy with the products from House of Fraser, 'was' being the key word here.
I have ordered well in excess of £1,000 in the last few months from clothing, trainers, bedding and I have had an issue with every single order.
the quality of the items has been awful, packing of trainers (are you putting them through a tumble dryer before sending?), wrong sizes sent, then replacement items being issued incorrectly and being told that 'sorry can't refund as it came from a third party'... I placed the orders with you... you're responsible for the delivery!
the awful method of raising complaints for refunds/replacements via online chat/email just shows how many they must be getting these days!

Ordered from the site, estimated delivery was Wednesday then changed to Saturday 11 October , contacted customer service and was told by Monday13 October I will receive then contacted CS Tuesday 14 and was told parcel is lost one of the item is out of stock and will give me full refund. Was told will receive email confirmation and still nothing.
Don’t order from HOF, they don’t care about customer and service is terrible.

My goodness why didn't I read these reviews before? They have my money and order still outstanding. Shocking behaviour from this company. NO HUMAN CONTACT. NO EMAIL. Every message is FROM no reply address. Going to my bank now to demand my money back. You should be ASHAMED seriously.

My God, what a shambles.
First of all, the website kept glitching. Then the address i put wasn't loading correctly.
I'd paid £7.99 for next day delivery of an Osprey passport cover for my eldest son who was off to New York. I'd assumed that for £7.99 I'd be assured of a reputable courier company. Imagine my horror when the dreaded email arrived: We've got your parcel. Evri.
Anyhoo, next day the item was delivered. Well, I say delivered. Dumped down in the foyer of my apartment block, then *disappeared*.
Same courier who always steals, or dumps or pees on our parcels.
Frasers sent out a replacement as Evri agreed that the parcel hadn't met their delivery standards. I wasn't aware that Evri had delivery standards, but I digress.
So imagine my glee when I saw that not only had Frasers given my replacement parcel to Evriparcelgoesmissing again, but this time they'd sent it via standard delivery. The audacity.
So today my intercom faintly buzzed. A butterfly would've pressed it harder. I raced to answer it and heard a muttering along the lines of "Look like someone don't be getting parcel".
I spoke to this person, I buzzed the door open several times. Then had an email with a photo of my parcel outside my building. The courier had deliberately walked off with it.
I have made numerous attempts to contact Frasers via the email they'd sent me, also via Facebook. Nothing. No response. Someone who'd also had grief with this company sent me a pm via Facebook messenger and told me they'd lost hundreds of pounds and had been trying to recoup their monies for months. I can believe it. Their Facebook page is riddled with complaints from customers they've ripped off.
Well they won't rip me off because I'm like a dog with a pork chop. I should have known that a company using Evri and having no direct customer service number would be hooky.
I've reported the Evri courier to the police anyway, as I know for a fact he stole my first parcel and will probably steal this replacement as well.
I'd strongly advise anyone thinking of making a purchase with Frasers to avoid. You'll only lose money and end up with high blood pressure. They have no customer service, and no morals either. They'll take your money and then you're on your own if you don't get your goods.
DON'T USE FRASERS.

This is a review for both House of Fraser and Sports Direct, because they use the exact same site for the item I wanted, and the same email bot called 'Pooranee'!

Basically I wanted to ask Sports Direct if a wardrobe was flat pack or arrived assembled, since it cited '2 man delivery' and with a small apartment, this was vital to know.

So I got onto a chat that only had a limit of questions to answer, purely a bot, and because my question wasn't listed, I was asked for my email with my question.

What I got back on email was a "please supply your name and order number" standard reply. I explained that it was just a question about an item I WANTED to order. The next reply was "there is plenty of info on our site about our products, please look there, and if you still need help, please contact our customer service"

I'M CONTACTING CUSTOMER SERVICE!

It was then that I noticed a small cashback offer through an app if I changed to House of Fraser. So I did. Exactly the same process. Except that when I replied "I WANT TO CONVERSE WITH A HUMAN!" I got nothing more. ¯\_(ツ)_/¯

It was then that I saw there was the option of 'collect in store' for £4.99 (with an in-store voucher for £10!). Compared to the £49.99 delivery charge, we saw the opportunity to use my access to a van to do this. I checked that Belfast HAS a collection point (there's an underground car park), et voilà! So I went to complete the order, but the only option on checkout was £49.99 delivery!

No point in emailing 'Pooranee' again so I got the phone number for Belfast. NEVER answered. Ever! I then thought a drive to Derry would be doable to save £45! Rang them. NO ANSWER!!

It's just impossible to have ANY communication with an actual living human!

[Update: I DID get a reply from Fraser's!... "Please supply your name and order number"!!! AAAAAAAARRRRGGGH!

Their customer service is awful….

You go round in circles trying to contact them via website!
I was lied to on the online chat -asked them to cancel an order, said they had but then email straight after chat said order was on its way!
Then after going round in circles to find online chat again, they completely fobbed me off, delaying a response, then refused to provide an email or contact number for complaints - they just closed the chat!
Would never use them again.

I’m very disappointed with my experience ordering a dining table from this company. I placed my order on 21st September, and weeks later, the table was nowhere to be found. No one contacted me to explain that it was missing — I had to keep chasing for updates myself, which was incredibly frustrating.

After finally raising a complaint, I was told a replacement would be sent, but I’d have to wait another 7–14 working days. Despite the fact that this delay and mix-up were entirely their fault, the only compensation offered was a 10% discount code for a future purchase — which is non-refundable and does nothing to make up for the inconvenience I’ve already experienced.

The lack of communication, accountability, and genuine customer care has been really disappointing. I would advise others to be cautious before ordering — customer service only seems to respond once you chase repeatedly, and even then, they don’t take proper responsibility when things go wrong.

Placed an order for some children's shoes, at no point during the point of ordering did it cite to me that the items were unavailable. The order went through and I was sent a confirmation of my order - only to receive the next day an order cancellation due to unavailable stock. The email cited I would not be charged for these items - despite the fact that my bank statement confirms the funds have been taken out. I now not only do not have the items I wanted but have to wait for a refund, which can take between 2-5 days. I used to feel sorry for House of Fraser as it went through some financial difficulty previously. Sad to say, if you operate a business which is customer services based like this - they have no future. When you scroll through the 'contact us' section you cannot obtain an email address or any way of contacting someone at customer services. Wishing them good luck, as I will not be making any more purchases at House Of Fraser.

Failed to deliver, even although I had paid £10 for next day!
Personalized item (£125) ruined as they stitched through the entire product - video sent and they won't 'investigate' until I send it back, even with a clear video of their error! Said it is not possible to escalate to a manager - what company doesn't have an escalation process?!?!

Supplied a review for House of Fraser and it was rejected, as they asked me to submit my experience shopping at HF Croydon. Obviously they don’t publish bad reviews. What is the point of requesting feedback. I advised them to review Trust-pilot. It said it did not meet their guidelines, obviously following the template laid down by Sports Direct. Trust-pilot should have a Negative Value indicator, which both of the above would fall into the category

I would give this service no stars. Appalling response. They make it impossible to contact them and when you do, you’re given the run around. No human contact by phone. No clear instructions. Do not use this shop online. You may regret it. After spending hours trying to get a response I have received an email which basically says they’re transferring it the the correct dept. They’ve said that so many times it is a mantra. I only want to return a damaged item. Anywhere else would have a straightforward process that takes 5 minutes. The worse customer service I’ve experienced ever.

Wish I’d read the complaints before I placed an order. Saw a jacket on sale on their website. Added to basket and same price. Used Apple Pay and receipt showed Id been charged full price. Immediately checked the price and it was still showing the reduced price so screenshot and waited till the Monday as the only way you can contact is through their online help.

Explained on the a Monday to Sandile and said they would honour the price shown if I supplied a photo of that price but ONLY once I’d received the item. Said I’d cancel the order but assured me I’d get the refund and sent transcript of conversation as evidence I could use..

Jacket arrived two days later so immediately contacted then again to be told, no…won’t honour that price as it was full price at time of sale (a complete lie). Have sent them proof and transcript but now they are ignoring my email.

Given the issues people have had trying to get a refund at all from this lot, I’ll probably keep the jacket but will NEVER buy another item from them and will be informing everyone I know to avoid this company at all costs

How far they have fallen as used to be a company you could trust but not any more. Avoid at all costs..

Would rate zero if available. Absolutely no customer service - led to me being scammed as I was desperately trying to contact Customer Service. Avoid!!!

Diabolical service when trying to return items and trying to get your money back - shambolic

I ordered some clothes and they never turned up, courier said they had missed the connection. Contacted Frasers customer service who were very unhelpful. Eventually they got returned to their warehouse after a couple of weeks . Then told I would get a partial refund not including delivery charge. Still awaiting partial refund and after making complaint, nothing happened. Dreadful customer service and really slow acting or responding to anything and try to blame you or something for their failings.

If I could give 0 stars then I would ,purchased some items , tracking stopped on the 21.09 , no actual phone number to contact HF , after several emails with incompetent customer service advisor I requested immediate refund . One time unavailable any longer as not in stock , they kept going backwards and forth with what I want to do , despite me telling in every email what I want them to do , advisor just kept ignoring . Won’t buy from them again purely because of the customer service ( non existent )

I purchased a handbag online which came damaged. I then ordered a replacement ( which was perfect) and returned the first bag. However I then received an email saying that they couldn’t give me a refund as it was not their fault and had been caused by an external factor. I am absolutely astounded! To add insult to injury I had to pay to return it. I have never come across a company like this. Have tried to take it further but can get no where with the company at all. I will never shop there again and strongly advise no one else to !

If I could give zero I would. I ordered 4 items from them, my first time purchasing. On delivery day, only 1 item was delivered, I thought I’d give it time, but after checking the website, it said I had no order history. I contacted them numerous times, and all they would say is all items were packed, I have a photo of delivery from Evri that clearly shows one small parcel delivered, my other items could not have possibly fit in. But instead of reviewing the evidence, they just keep on repeating it was packed.
I will never buy from them again.

What has happened to House of Fraser?! What used to be a highly regarded, reputable business is a shadow of its former self. Tried using a £129 credit note issued by the retailer some time ago, with a 2 year validity period, only to experience tech glitch every time tried using it recently. We were met with a persistent pop up message stating “something went wrong, please try again” each time. As instructed, we kept trying till we got to two days before expiration date, when we were forced to contact customer services to raise the issue and seek help to resolve. Despite raising the issue within the validity period, the “support” response received 72hrs later (conveniently the day after credit note expiration date) basically said nothing they can do as credit note has expired. Absolute robbery and cheek of it! To add further insult, in comparison, my husband who submitted his own request for help with them about the same issue, was responded to 72hrs later by a different customer service team member, apologising for the delayed response and issue. Furthermore, said member of the team advised he would further investigate into the difficulty experienced with using the credit note online. So there is hope still this matter will be resolved appropriately. However l am shocked and disappointed with the completely contrary responses received to the same issue. Customer service training is clearly lacking. Tighten your ship House of Fraser. It’s imperative to your reputation to resolve customer issues fairly, not carelessly. I am not prepared to just let you swallow £129 of our hard earned money for nothing.