House of Fraser

Would like to have given NO stars
I ordered a mens pair of Boss shoes at £139 - what arrived was an obviously worn for a long period of time pair of shoes. There were bits of black wool from socks on the inside heels and sides. Creases on the toe areas. The soles were very dirty and scuffed and one even had a sticky splodge. There was also a big scratch on the side of one shoe. How these were returned in this state is disgusting enough but to be send out by HOF is appalling.
It took 3 attempts to get a refund and Customer Services staff were rude and offered me 10% discount for a second hand pair of shoes!
Now I have spent time to get these items returned and I have to make a trip to the post office. No offer of returning my original delivery cost!

Ordered 1 Jan in sale over £100. Nothing yet recieved - 3 weeks later, tracking awful no info except shipped and CServices have no information at all.
Will never shop with them again. Rip off merchant. Would rate them zero out of five if option available.

House of Fraser has a totally dodgy returns policy. £5 to return anything. Yet they don't tell you this on their website. Even faulty items are a problem because they ask you to contact customer services but make it viturally impossible to do so.

I ordered a bag worth £102.99 the delivery driver delivered to a unsafe place and I never received it, house of Fraser would not refund me, so I contacted my bank which they did refund me, now I am being taken to court from a company called legal service acting on behalf of house of Fraser, they are saying I committed fraud, which I have proof I never received it, they are claiming I need to pay £429.99, DO NOT SHOP here it's a big scam, I am going to fight it all the way.

Order cancelled due to severally delayed delivery dates. It was cancelled directly by their teams. Yet 2 weeks on the fiance via FraserPlus still shows the purchase and is subsequently being debited from my account. This is tantamount to theft! Appalled by the lack of support and communication from this once reputable company.

I purchased 2 Michael Kors purses, 1 Pink, 1 Black not a cheap buy, on same order same day, the black one arrived no box just a plastic bag, next day the Pink arrived in a beautiful Michael Kors box.I went on chat 20 mins they cut me off, went back on chat after 14 mins they asked did I receive the purses,YES, I did but as both purses were for sisters, how can I hand one in a box & one in a plastics bag? All I wanted was the box sent, Not Possible I received the purses end of, is this what House of Fraser has become? I spend a lot of money with HOF, customer services is diabolical, you can't phone, it's chat/ email, these were purchased online & no one can assist with the problem, you've paid so what's your problem‍ is the attitude, I will think carefully when doing my shopping in future as there is NO after sales service, thinking of all the other giants that have fallen already, HOF is not listening. Oh & I was charged p&p on both but ordered together? Soo upset & Angry

Wish I could give zero stars, charge £5 for Evri delivery, no packaging provided, box of gift came damaged/dented/ripped apart with half of the LEGO contents missing. Refusing to refund/exchange/replace, ruse and patronising customer service.

Ordered a pair of shoes online, they delivered to the wrong address House of Fraser would not take responsibility and would not give my money back even though I proved that they were sent to the wrong address! Please please do not use them

Stole £550 from me. I have returned 15 items worth £550, they lie about receiving something else and never receving those items despite Evri's tracking sayin they have never delivered those items and they have been in transit for 6 weeks. Its impossible to speak to anyone there, their employees are illiterate sending out contradicting information and lying. HOF stole £550 from me, avoid at all costs

Quick delivery, easy to order, but 2 items I ordered were tatty... clearly returns by someone. Box of Kalvin's just stuffed in an opened tatty box and a candle with the box also torn and ripped, both these are gifts for someone NOT IMPRESSED. Returns £4 plus the delivery charge works out an expensive loss to me, won't use again

I ordered a bike for my son at a good price. They dispatched it with DX and they moved it between Northampton and Nottingham making no attempt to deliver it to my address. I raised this with customer service people on many occasions and they said they would resolve it, but they did not and this went on for over one month without delivery being attempted. They then cancelled my order without asking me and my 12 year old son is now left without a bike. They will not reinstate my order and I am unable to order another and certainly not at the price I paid.
Extremely disappointed in the service received

There is no customer service at all.
No contact number to contact anyone.
I ordered on 4th of October and still waiting for order there are no updates what so ever.
House of fraser is acting like fraud small companies where they take money and there is no one you can reach for any problems.
Delivery charge is horrendous aswell
I can't believe having all those high quality brands and they act like some guy opened company in India.
I will 100% avoid house of fraser from now on

House of Fraser are negligent when giving a refund. My returned item has disappeared and replaced with a used item which was not even purchased from their store. My refund has been rejected. My only conclusion is that the True religion men's track bottoms which I sent back have been taken and replaced with a used very large ASOS ladies shirt, therefore not matching my order/ product code label.
The staff are incompetent and quite frankly thief's. I have sent 14 emails which has reached 14 different people who can not resolve this query. I will not purchase from there again. Very disappointed and I will Pursue with this until I get my £58 back. They even had the audacity to send the dirty used shirt to me!

Avoid HoF at all costs as they are crooks. Tried to get a refund on an item that wasn't required and they said that this could only be done in the form of gift vouchers. I tried to complain and spoke to several different staff who could hardly speak (or understand) English and was just palmed off and / or ignored. I have spoken to many folk who have had the same experience - post purchase, you will not receive any help at all. Their online staff are evasive, dismissive, condescending, rude, ignorant, apathetic and very frustrating to deal with. I will never shop here again...

DO NOT USE THIS RETAILER
Item not received, no customer contact details on website, very slow to respond to refund request. Don't use this shop! 6 weeks on 14 emails sent to their Customer Services Team, two Denial of Receipt forms completed & do I have my refund? NO! Their tactics are very clear, they hope that I will give up and walk away, just like so many other customers probably do. It is appalling how they are getting away with theft by not refunding customers for non received items. I REPEAT - DO NOT USE THIS RETAILER! I will be contacting the Ombudsman for Retail they should not be trading.

I ordered a maxmara coat and a timberland puff jacket. I had to return them because
They didn't fit. They did not refund me because the items were changed during transport or warehouse. God knows what happened. They can't investigate and issue me a refund. This is so outrageous and disrespectful. I was a regular customer and I just lost £530 in order. I am so sad and disappointed. Will never order from them and I lost my money.

HOF refused my refund, even though I had proof of return, tracked etc. Terrible customer service, 31 emails later, over 2 weeks. I took my case to PayPal, provided my evidence, and won my case for a refund! HOF customer service is one of the worst I have ever experienced. When I asked for a copy of their T&Cs highlighting where they were refusing my refund, they sent me Sports direct T&Cs! My 10 year old child could have responded better to my 31 emails. They refunded my fiances return, which was packaged separately in the same returns parcel, so really couldn't dispute my return, although they did. I had taken pictures showing both labels on the outer packaging, prior to returning. I had also had my parcel weighted at the postoffice. I had it tracked showing recieved however they still disputed my return, refusing to credit me £75.
Well thanks to PayPal looking at my evidence, I am getting my money back! I will never use HOF again!

If I could give no stars I would. Their delivery service is shockingly bad. I was emailed to say they tried to deliver on 2 occasions, I was in on both days, and the third time I tracked the parcel they said it had been delivered and they emailed me a photo of some random house.
House of Fraser then said I needed to fill out a non delivery form and a dispute with dpd. I then received an email to say the delivery was compliant and the case was closed. The item cost me £120 and I haven't received it.
This is the second time this has happened with an order from House of Fraser, I'll never order anything from then again.
Stay away would be my advice!

Chose one star as no option for zero...
I ordered several Eden Park garments all in size 2XL. HoF decided to send me one of these items in size small but package in a 2XL bag. I returned the item to them and they sent it back to me saying I didn't get it from them. They took it out of the wrong bag as I assume someone noticed the mistake. 25...yes 25 emails later they refuse to acknowledge their mistake. Every time I get an email they ask for the same info which I patiently provide. No one reads any of the case details ever...I will never deal with these people again and am £85 out of pocket with no recourse. Fuming...

House of Fraser will you please just give up as you are terrible and you are causing misery to so many people.

Close the company as your not good at what you do

Delivery and return charges are absolutely ridiculous even when you are sent the wrong item they don't take responsibility

Awful online shopping experience

Ordered a pair of boots online that were too big, refund policy is a ball ache and I should have read before ordering, you can't make exchanges or return in store - only option is to pay for the return (as if I didn't pay for delivery as well!)

Then, the company sent me some random children's clothes I've never seen before with a note saying they couldn't refund the boots because I sent back the wrong item?! Now I have neither the £70 pair of boots nor my refund, customer service say theres nothing they can do

Awful services, awful company, never shopping with them again - no wonder online retailers are killing off these high street dinosaur chains

I tried to return a item back to house of Fraser via evri whom lost it within there network,now either party it would seems alhave totally wash there hands on this leaving me without anything albeit out of pocket,,?